Experience

Higi

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Technical Support Analyst

  • Oct 2018 - Present

  • Provides customer support, API support, troubleshooting, and assists others in identifying and applying technical solutions. • Troubleshoot and resolve all levels of hardware, software, network, and database issues for kiosks • Responsible for working directly with 3rd parties to resolve issues. • Develops best practices to address high-trend support issues, assists in policy creation and implementation. • Responsible for ensuring electronic delivery of data results for customers across all platforms. • Provides technical leadership and training for lower level technical support analysts. • Recommend suggestions to improve efficiencies Show less



DuPage Medical Group

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Systems Analyst III | Incident Manager | NOC Analyst

  • Mar 2013 - Oct 2018

  Design and develop software; maintain utilities and applications to resolve problems and drive outstanding results that align with business objectives. Promptly identify, analyze, and resolve critical risks and issues. Coordinate, develop and support application interfaces with EMR system. Support end-users in understanding system functionality and defined workflows. Key Achievements: - Facilitated and presented training programs for IT team members. - Analyzed business needs and applied keen business and technical acumen to develop/implement advanced software strategies and solutions, including the coordination and oversight of upgrades. - Successfully deployed AlertMD Paging System to all IT staff and physicians, as well as Logic Monitor System across the IT department. - Fostered a collaborative team environment by increasing knowledge sharing across the IT department and cultivating strong working relationships with cross-functional departments. - Continually focused on continuous improvement within the IT department. - Awarded Certificate of Appreciation twice for delivering outstanding performance Show less



Coventry Health Care

• Customer Advocacy & Technical Support

  • Sep 2012 - Mar 2013

  • Prepare, test, and troubleshoot computer hardware including desktop computers, laptops, Wyse terminals, monitors and also software for deployment • Interact directly with users to resolve issues and prevent downtime • Use BMC Remedy to prioritize, investigate and resolve incident tickets and to manage company assets including desktop computers, laptop, Wyse terminals and monitors. • Create, manage, and troubleshoot users Citrix profiles • Regularly use ePolicy Orchestrator to monitor, manage and push endpoint encryption to company assets in order to maintain compliance • Operate in active directory to grant, deny, and manage user rights • Routinely monitor health of all company’s assets including desktop computers and laptops to ensure compliance Show less



Xerox Business Solutions Midwest

• Information Technology & Services
• 200 - 300 Employee

• Digital Integrations Specialist

  • Nov 2010 - Aug 2012

  • Perform installs and network of Xerox, Toshiba, Ricoh, HP, Canon and Konica multifunction printers and copiers in both Windows and Mac environments • Install print drivers locally on personal computers as well as on network print servers such as windows server 2003 and windows server 2008 • Troubleshoot and resolve issues regarding data communication such as TCP/IP, SMTP, SSL, TLS, LDAP, SMB, and FTP protocols • Train end users on how to perform task on multi-funtional devices as well as train IT on how to maintain and troubleshoot multi-funtional devices • Perform system software reloads/upgrades and hardware replacement on multi-funtional devices and Fiery Windows XP/Windows 7 systems • Maintained written logs on major issues and communicated information to 2nd level support • Provide support for service technicians locally and remotely • Provide dispatch with continuous status updates while performing installs and troubleshoots Show less