IT Technical Analyst-Healthcare Digital Transformation Expert

Omolara Omotoye.

Email: *********@*******.*** PH: 404-***-****

Summary

I am an IT Technical Analyst, a leading provider of digital transformation solutions for the healthcare industry. With over 10 years of experience in Technical Support, Data analysis, and consulting, I have a strong background in IT Support, troubleshooting technical issues, Creating Tickets using various ticketing tools, Cloud computing, Business intelligence Analytics, Client implementation, and customer relationship management.

As an AWS-certified solutions Architect, I support and troubleshoot various applications and systems while liaising between the product owner and the development team. I work with Agile and Scrum methodologies, helping product backlog management, showing risks and issues, and coordinating with the team. I am passionate about learning latest technologies and applying them to solve real-world problems, creating value for my clients. I aim to deliver high-quality solutions and consistently exceed customers' and potential clients' expectations.

Experiences

Mastech Digital

Analyst, Business Ops

Remote

Sep. 2024 – Current

Collaborate with various teams to help in problem resolutions and project scope changes, while ensuring consistent alignment with the defined business needs.

Implemented resolution to issues and troubleshooting specific technical server optimization, database performance, cloud, and other networking and research updates.

Worked closely with Project Management teams to analyze post-implementation project results and helped in identifying opportunities for improvement.

Documented business application process flows; identified and recommended improvement opportunities.

I participated in Integration Testing, User Acceptance Testing (UAT), and Functional Testing, as needed, to facilitate the efficient delivery of IT projects.

Ensuring that quality assurance processes are consistently applied, providing an effective means of delivering consistent and reliable solutions.

Identified, reported on, and recommended solutions for improvements to quality issues, user experiences, and IT and business processes.

Approached situations by considering them from different points of view; resists using the same thought process or making assumptions based on experience.

Troubleshoot various complex issues.

Conducted B2B communication via issues related to common issues in locations.

Used insights gained from handling challenging situations to recommend improvements to procedures, workflow, or product design.

Anticipated customer needs and requirements to ensure that IT provides ongoing value while taking proactive steps to ensure that customer problems are managed and solved promptly.

Examined business processes to identify those that could be eliminated, automated, or made more effective using technology.

Server optimization is a top priority in day-to-day activities, monitoring, and ensuring speed, security, reliability, and cost-effectiveness while supporting business growth.

Typically, on a day-to-day basis, the Cloud-based CRM system was used to manage customer accounts, case tracking, and chats.

The Cloud platforms (AWS) were also used to store massive volumes of data and historical records without overloading the local servers.

The database was performances and processing of daily activities done to make sure there is optimization for low-latency, high-accuracy data during processing of activities and completion of work after completion of work.

Teladoc Health

IT Network Analyst/ Data Analyst

Remote

Jan. 2024 – Aug. 2024

Daily work activities included applying the best practices that show how networks are designed, built, maintained, and improved by checking accessibility, monitoring the cloud database, and running tests.

Provided level 3 technical support to Clinical and Non-Clinical groups using Team Support, Jira, MYSQL, Oracle, UNIX, and Confluence.

Server optimization included making sure that the server runs as fast, secure, and efficiently as possible so it can handle workloads without wasting resources.

Assisted employees and top executives with C-Suit and other working devices (connectivity, password Updates, and more.

Troubleshooting application issues, replicating issues in non-production environments, and working across multiple business units, providing updates on open issues. Utilized Business Analyst skills 75% of the time.

Field incoming problem tickets from end users to resolve application issues and assign them.

Appropriate development teams.

Assisted in managing customer escalations and coordinated resolution efforts with key stakeholders (internal and external) by working cross-functionally to fulfill issue ownership, action items, and communications. Ensured customer escalations were resolved within agreed-upon timelines, implemented process change ideas, and influenced others to take action and drive change.

Lead improvements by monitoring and developing dashboards to monitor trends proactively, customer escalations, and use data to recommend technical and business process changes to meet expectations and optimize productivity.

Work internally with IT teams to ensure all demo sites/applications are up-to-date and accessible. Add/remove/ change data from/in sales demo applications and Team Support as needed.

Gather information, run tests, and report results to Health staff for additional troubleshooting, improvements, and process development or revision.

Perform advanced data analysis and trend identification to improve the reliability and performance of the Health Network and Products.

Participating in the investigation/root cause analysis of service disruptions.

Use Excel to perform statistical analysis of system status and performance data.

Customer-Facing services, which consisted of me monitoring and making sure that the apps and web portals were functional and completed regulatory compliance to avoid complications with storage and

accessibility.

Typically, on a day-to-day basis, the Cloud-based CRM system was used to manage customer accounts, case tracking, and chats.

My Cloud Computing roles include Engineering (design, deployment, and cloud-based management), Cloud Architect, Cloud Administrator, Security, Developer, and DevOps.

Emids

Senior Technical Support

Alpharetta, GA

Remote

Nov 2020 – Dec 2023

Assigned and Prioritized staff tasks and projects, and trained IT Technicians on ways to improve customer support; developed staff skills and conducted performance evaluations. Assisted employees and top executives with C-Suite and other working devices, Connectivity, password updates, and more.

Documented technical applications, handled escalations and resolutions, and managed ticket handling. Troubleshooting computer systems, monitored tickets per issue, field support calls, chats, emails, and communication from users with inquiries regarding connectivity and similar concerns. Provided technical support and assisted customers remotely via phone or e-mail.

Created tickets and researched old tickets created to resolve the issues per priority of issues using Zendesk, ServiceNow, SQL, JIRA, and Snow system.

Mentored L1 and L2 support agents and provide step-by-step solutions for recurring problems.

Assigned tickets to the right teams, set priorities, and make sure SLAs9Service Level Agreements) are met daily.

Tools and applications used for remote access, monitoring tools, and communications were TeamViewer, Data-dog, SharePoint, Slack, Zoom, and Microsoft Teams.

Aetna, a CVS Health Company

Senior Technical Analyst

Remote

Jan 2018 – Nov 2020

Ensured proper use and access to App connectivity.

Guaranteed technical access to the site and device synchronization, utilizing remote support through TeamViewer.

Escalated calls and tickets using SNOW, Remedy, and other company in-house applications.

Documented technical applications, managed escalations, and resolutions. Handled ticketing issues and resolved overdue tickets as a priority.

Hewlett-Packard Enterprise

Snr. IT Analyst & IT Support Specialist

Alpharetta, GA

Jan 2017 – Nov 2017

Facilitated the management of Sales and Product information to Customers and clients, including coordinating and helping the team make decisions while promoting the principles of continuous improvement. Supported L1 and L2 in resolving issues and closing tickets.

Tracked and investigated open tickets. Communicated with Customers and Clients and helped to navigate the app and site for easy access.

Identified, classified, and prioritized risks and issues.

Worked to ensure proper use and access to App connectivity.

Ensured technical access to the site and device synchronization, utilizing remote support via TeamViewer.

Managed documentation in technical applications, including escalations, resolutions, and ticket handling. Assisted computer users with setup, maintenance, troubleshooting, and problems they have with their computers.

Beacon Health Options

Snr. IT Support Tier III

Vienna, VA

Nov 2013 – Dec 2016

Handled internal and external users, both local and international, providing VPN and wireless device support.

Executed implementations using my analytical skills, communication, and Marketing tools to suit the client’s needs.

Ran inquiries and generated reports against the SCCM database for software and hardware inventory. Used Tech Excel for creating tickets, Active Directory for password resets, unlocking passwords, creating new user profiles in Data, and providing remote access using Skype. Also, troubleshooted issues for remote workers via Citrix.

Provided expert-level technical support to resolve complex issues escalated from Tier I and Tier II support teams. Efficiently troubleshooted and resolved hardware, software, and network problems.

General Dynamics Information Technology

IT Specialist

Largo, MD

Nov 2010 - Nov 2013

Handled internal and external users, both local and international, providing VPN and wireless device support.

Ran inquiries and generated reports from the SCCM database for software and hardware inventory. Utilized Tech Excel for creating tickets, Active Directory for password resets and unlocking accounts, and creating new user profiles in Data.

Provided remote access support through Skype and troubleshooting issues for remote workers using Citrix.

PNC Bank Financial

Business Intelligence Analyst

College Park, MD,

Nov 2006 - Jul 2010

Provided business intelligence, economic, and marketing analysis in Support of Financial Business initiatives. Effective business tools to connect large diverse data sources from commercial and open sources to empower decisions that ensure robust, innovative, affordable, and technologically superior industrial capabilities, in the current and future.

Supported ASD IBP in the identification, analysis, and tracking of foreign investments in the Financial Banking Industrial Base.

Excellent in tracking any foreign investment risk and delivered recommendations to Banking Financial on how to best address that risk.

Developed and supported standard procedures for identifying, analyzing, and tracking Foreign and local investments in the DIB.

Utilized SQL scripting skills for data manipulation and reporting.

Performed data visualization and problem management through root cause analysis.

Analyzed business requirements and developed detailed test plans and documentation.

Troubleshooted, investigated, analyzed, and resolved issues in collaboration with my role.

Developed communication content for both internal and external users.

Managed client portfolios, which involved asset allocation, investment choice, and risk management. Continuously checked and adjusted these portfolios to align with clients' goals and market conditions.

Conducted comprehensive financial assessments to create customized financial plans, providing recommendations for retirement planning, investment strategies, estate planning, and risk management.

Business Analyst - Marketing Verizon

Columbia, MD

Aug 1999 - Oct 2006

Supported operations training and investigated network security violations. And reporting.

Roles involved in marketing new products to current and potential clients through email promos, presentations, social media, and other platforms. They also handle IT and business policies, procedures, testing, governance, SDLC, and suggest new products fitting business needs.

Managed database records, drafting status, and customer issues.

Communicated with the proper business owner and representative of the business. Communication via phone, email, social media, word of mouth from current customers, and regular mail.

Education

Prince George's Community College, Largo, MD (2008 - 2012)

Associate of Arts (AA), Visual Communications and Graphic Design

University of Lagos, Lagos, Nigeria (1991 – 1994)

Bachelor of Applied Science – Business Management, Information Technology

Licenses & Certifications

AWS Certified Solutions Architect Associate - Amazon Web Services (AWS)

Skills

AWS Certification, Communication, Microsoft Excel, Change Management, Social Media, Marketing, Negotiation, Zendesk, Cloud, Ticketing, Network Engineering, Research, Database, Customer Service, Help Desk Support, Computer Networking, Data Analysis, Business Analyst, Salesforce, Jira, Citrix, ServiceNow, Salesforce Dot Com, Python, healthcare systems, multi-tasking, problem resolution, planning and expediting workflow, Epic, Cerner, SQL, SAS, or other database management tools.

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