IT Professional

Rick Nelson Greensboro, NC

****************@*****.*** / 919-***-****

Objective:

Seeking a mid-level IT-related position that offers an opportunity to gain experience and explore other areas in the IT field. Seeking long term employment, but willing to take on short-term opportunities in the meantime. Also, willing to relocate to anywhere in the United States for the right opportunity.

Experience:

Active Directory EHR/EMR QA Testing

Ad Hoc / SQL Reporting FTP Client Remedy

Agile (Scrum) Development HTML Remote Desktop

Application Support Linux Salesforce.com

ASP.NET Mac OS SQL

Cold Fusion Medical Practice Management SQL Server Management Studio

Computer Hardware Support Microsoft Office 2010 Technical Support

Computer Software Support MRP TOAD

CRM MyWay User Training

Customer Service Navy ERP Web-Based Applications

Documentation Oracle 10g Windows 7

Dreamweaver PHP Windows Server 2008

Employment History:

IT Service Desk Analyst, Labcorp – Burlington, NC

April 2011 – Present (3 Month Contract)

• Provided IT support to internal and remote end users and responsible for overseeing the implementation of network security at the corporate level.

• Analyzed issues and determined if issues were related to hardware, software, operating system, network configuration, or human error.

• Followed predermined processes provided from a living knowledge base in an effort to resolve user issues and escalated issues as necessary.

• Communicated instructions to users via phone or email.

• Managed incidents in Remedy Incident Management tool in an effort to maintain and track issues in workflow.

• Collaborated with other departments in an effort to resolve user issues

• Determine and report any changes or trends in the system that may indicate future problems in the Service Desk to the manager

Application Support Specialist, Allscripts – Raleigh, NC

November 2010 – April 2011 (6 Month Contract)

• Provided user support and technical troubleshooting for users of the MyWay EHR CRM Application

• Received all user issues via Salesforce.com and escalated issues to appropriate departments as necessary.

• Assisted users via phone, email, desktop share, or instant massaging.

• Resolved issues involving the Integration/exchanging of systems, hospital registration, billing, workflow, user security, and application errors.

• Collaborated with clients to configure, validate, and publish reports.

• Provided verbal and written communications in a concise, timely, and appropriate manner following implementation procedures and guidelines

• Utilized appropriate resources and methods in troubleshooting and investigating software and hardware problems

• Provided training and instructional tools for new users.

Junior Programmer, Marine Corp Air Station – Cherry Point

July 2009 – November 2010 (Open-Ended Contract – Relocated)

• Provided professional and efficient support for Navy ERP to over 2500 users, ISS-FF to over 1300 users, REI to over 500 users.

REI is a web-based application, developed in ColdFusion, that is designed to communicate with ISS-FF in order to send requests for engineering instructions for production users.

ISS-FF is customized version of the COTS application, ePower, which is a web-based workflow management application.

• Utilized Oracle 10g via TOAD to investigate possible data issues, correct erroneous data introduced by the application, and build ad-hoc queries and reports.

• Monitored and communicated with ePower services via remote desktop connection in order to perform system maintanence and administrative duties.

• Provided group and one-on-one user to new and existing users.

• Participated in Agile Development by developing in ASP.NET and Coldfusion.

• All application-related issues that were proven to have no resolution available were tracked in an application designed solely to create a backlog for future requirements or enhancements to the application.

• Contributed to systems design, hardware requirements, and researched alternative approaches.

• Communicated with ePower services via remote desktop in order to perform system administrative duties for ISS-FF.

• Assisted with installation, modification, implementation of ePower software and database software.

• Managed user accounts and local server accounts, managed access to the Navy ERP system, reset passwords for user accounts, managed items in workflow, ensured all necessary services on server were running, provided information to users with general questions, and user training.

Clinical Data Analyst, Duke University DCRI

February 2009 – June 2009 (Short-Term Contract)

• Managed and analyzed data in a healthcare environment.

• Responsible for reviewing, understanding, and documenting the current operational processes and data sources to establish support for current and future reporting requirements.

• Participated in weekly meetings with functional teams in an effort to understand/define their information needs and to find the most optimal way to collect, store, retrieve and analyze the data.

• Translated business requirements into the technical specification documents.

• Captured and documented data-management project scope and requirements for data mapping and data transformation processes.

• Worked with information architects to develop data models for the data repository.

• Identified and enforced data standards to ensure consistent and maintainable data repository.

• Developed SQL scripts using Oracle 10g to analyze data and respond to data issue questions by providing custom data extracts as needed.

• Analyzed data in source systems to assess data quality and make recommendations for addressing within the source systems.

Tier 2 Technical Support, Technekes, LLC

November 2008 – February 2009 (Permanent – Layoff)

• Responsible for researching, supporting and troubleshooting various corporate devices such as VPN (virtual private network) and wireless mobile devices.

• Maintained network and workstation hardware and software.

• Monitored network to ensure network availability to all system users and performed necessary maintenance to support network availability.

• Provided client support and technical issue resolution via E-Mail, phone, desktop share, and instant messaging.

• Managed performance tuning and capacity planning activities to enhance the performance of the network resources.

• Assisted users in maintaining their operating system and security software utilized on the network, including configuration, the addition of new users to the network and establishment of rights and privileges.

• Participated in QA testing, management of internet, intranet, and extranet activities, including systems/applications development and technical management of web sites.

• Provided guidance and training clients and less-experienced support personell.

Electronic Data Department Technician, Geep Inc

July 2007 – November 2008 (Open-Ended Contract – Left for higher paying position)

• Responsible for overseeing all operations and assets using Klondike MRP applications/modules.

• Inspected every asset and categorize it as defective or operational by performing tests on the electronic to ensure they meet desired standards.

• Some electronic includes: desktops, laptops, servers, various computer-related equipment, and other miscellaneous electronic equipment.

• Destroyed or wiped hard drives for assets such as desktops, laptops, and servers with software that meets DoD standards

• Installed and configured operating systems and drivers for all desktops, laptops, and servers and then stored for further until further notice.

• Served as Hardware/Software testing analyst to the GEEP DBAN system performed hands-on testing, review of test artifacts, and provided input to improve testing processes and techniques.

• Provided a basic understanding of system testing processes, engineering concepts, and methods.

• Conducted QA testing efforts designed to identify potential problem areas and verify application requirements are implemented and functioning as designed.

• Development of QA test cases/scenarios, test plans, and other test artifacts to sufficiently test systems and accurately validate customer requirements.

Technical Support, Sprint

June 2006 – July 2007 (Permanent – Left for higher paying position)

• Provided inbound and outbound support for Sprint customers by utilizing basic and advanced troubleshooting methods with an objective of one call resolution.

• Communicated via e-mail or telephone and provided clear and concise instructions to customers in an effort to resolve issues related to hardware, software, data/media, network connectivity, billing, and any other level 1 or level 2 issue.

• Logged all calls in a database and maintained a history of all issues and resolutions.

• Researched, documented, and proposed new methods or modifications to existing methods of customer support processes in an effort to create a more positive customer experience.

• Managing workload effectively and providing accurate accounting of work and time allocation.

Education:

• B.S. Computer Science, Currently enrolled in Durham Technical Community College’s university transfer program.

• CompTIA A+ Certification, Durham Technical Community College - 2009

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