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Work Background
Georgia Institute of TechnologySenior Application Support Analyst (ServiceNow Product Owner) - Administrative Services Center
Sep. 2022• Provide senior-level application support and troubleshooting for complex technical issues.
Collaborate with cross-functional teams to analyze and resolve application-related incidents and problems. • Lead efforts in designing, implementing, and maintaining support activities for critical applications.
Develop and maintain documentation, including standard operating procedures and knowledge base articles. • Mentor and coach junior support analysts to enhance their technical skills and promote growth.
Work closely with stakeholders to understand their application needs and ensure timely and effective resolutions. • Coordinate with development teams to prioritize and implement application enhancements and bug fixes. Conduct root cause analysis to identify underlying issues and implement preventive measures. • Stay updated with industry trends and best practices to proactively recommend improvements to application support processes. • Collaborate with vendors and third-party providers to troubleshoot and resolve application-related issues.
Georgia Institute of TechnologySenior IT Support Professional - College of Computing
Jun. 2020 - Sep. 2022• Lead in understanding business needs of the unit supported to define new solutions. • Provide expert technical advice and/or leadership to technical teams. • Diagnose and resolve highly complex technical problems. • Deliver technical related presentations to other systems support personnel and unit administrators. • Update and maintain packages within SCCM, and JAMF. • Generated information in knowledge-based articles on fixes, & How To guides.
CXtecSenior Technical Specialist
Apr. 2018 - Jun. 2020Norcross, GA
South Shore Health SystemSupervisor IT Field Support Service
Jan. 2018 - Apr. 2018Skills: Team Leadership · Microsoft Office
South Shore Health SystemLead IT Field Support Service Analyst
Mar. 2017 - Jan. 2018• Work with Manager of IT Field Support Services to prioritize and schedule daily work within the Field Support team.
• Recommend to Manager industry best-practices in IT operations and support processes (e.g., ITIL).
• Provide direction to the team as determined by the Field Support Services Manager, on new or existing policies and procedures to support the Health System desktop services requirements.
• Work the more challenging problems or issues referred by other team members.
• Facilitate testing, update existing and new software on desktop images to ensure compatibility and utility.
• Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.
• Assign and coach support specialists through new, routine and challenging tasks. • Provide on-site, and on-call 7x24x365 support, as needed.
• Keep abreast of current industry tools and standards and make recommendations on standards or processes to enhance team support capabilities.
South Shore Health SystemMobility Support Specialist
Apr. 2016 - Mar. 2017Lead efforts to design, develop, implement, maintain / support activities and provides mobility expertise on projects for an Enterprise Mobility Management program. Responsible for coordination of mobility services, provides application and technical support for a variety of mobile applications, devices, and equipment across the health system.
Homesite InsuranceApplication Support Engineer
Jul. 2011 - Apr. 2016Greater Boston Area· Provide support of service desk tickets assigned to the team · Troubleshoot and resolve a wide range of application, installation, configuration and other technical issues. · Work with all other IT areas to resolve service desk tickets that span IT areas. · Work with developers to identify and resolve key application issues driving service desk tickets. · Build internal relationships with key functional groups to aid in problem solving and in providing the customer with the information that they need to be successful.
BullhornSenior Technical Support Analyst
May. 2010 - Jul. 20112nd Tier point of contact for Bullhorn clients, resolving technical and application related inquiries regarding Bullhorn's software product. Resolving end-user questions, working to ensure that our core team of Analysts and Engineers continues to deliver world-class technical and application support to Bullhorn's dynamic and growing customer base
Verizon WirelessTechnical Support Coordinator
Jul. 2008 - May. 2010Responsible for resolving data equiptment and service issues via 800 line for internal and exteral customers. Extensive knowledge of cellular products and features (Paging, Text Messaging, Picture Messaging, Mobile Web, PDA's, Laptops) • Blackberry and other PDA support
• Email Setup/ Handheld device support
• Wireless broadband setup
• Logged & documented first level technical issues • Resolved issues on Windows XP, Vista, 7 and Mac environment
Triad Healthcare IncHelpdesk Technician
Jan. 2008 - Jul. 2008Logged & documented first level technical issues Assisted with all supported software and designated IT services
Assisted with account management(Active Directory)
United TechnologiesOperations IT Intern
Jul. 2007 - Jan. 2008• Remain abreast of trends in relevant software and technologies • Assist UTC Corporate Operations in defining system objectives and requirements
• Support IT projects through the Software Development Life Cycle (SDLC)
• Aided in ongoing system operation and maintenance activities; including periodic software upgrades
• Manage global ACE website • Developed Training material used to train end users during implementation process
• Participated in the development of key applications for UTC Operations
AMS, Spend Visibility, Gcat, Supply Management Website
• Supported UTC Corporate ACE Website
TEKsystemsIBM Refresh Team/ Desktop Support Technician
May. 2007 - Jul. 2007"incoming log" to confirm PCs received, confirm required information included with PC, initiate data migration tool, image and configure new laptops for following day's scheduled drop offs, collect additional peripherals to accompany new PC, and leave completed new machine at the drop-off/pickup area for users to retrieve the following morning.
Central Connecticut State UniversityOnsite Support Technician
Oct. 2003 - May. 2007• Liaison between the CCSU Information Technology Services technical staff and the CCSU campus • On site and remote (VPN) support academic offices
• Responsible for Imaging computers for deployment
• Researched, diagnosed and repaired second level technical issues as needed
• Hardware troubleshooting, repair and builds`
• Assisted with maintenance and development of supported software/hardware on CCSU campus
• Logged & documented first level technical issues • Supported software and designated IT services
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