Experience

HSHS St. Clare Memorial Hospital

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

• Client Services Specialist

  • Jan 2019 - Present

  Oconto Falls, WI Provides primary deskside support to St. Clare Memorial Hospital and surrounding northern Prevea Clinics (Gillett, Suring, Mountain, Marinette, Lena, Oconto). Assists customers with hardware and software problems via phone, email or in person. Ensures courteous, timely, and effective resolution of user issues. Adheres to Service Level Agreements (SLA) for both internal and external users. Monitors/follows-up with users to ensure problems have been adequately resolved. Description -… Show more Provides primary deskside support to St. Clare Memorial Hospital and surrounding northern Prevea Clinics (Gillett, Suring, Mountain, Marinette, Lena, Oconto). Assists customers with hardware and software problems via phone, email or in person. Ensures courteous, timely, and effective resolution of user issues. Adheres to Service Level Agreements (SLA) for both internal and external users. Monitors/follows-up with users to ensure problems have been adequately resolved. Description - Responds to inquiries from clients and helps them resolve any hardware or software problems (PCs, document and label printers and scanners, mobile devices). - Provides 2nd level technical support; answering support queries via ServiceNow ticketing system; phone, email and in person. - Logs all troubleshooting and resolution using ServiceNow ticketing system and reviews ticketing system at all times for incidents or requests in queue. - Identifies and works with or escalates critical issues to appropriate HSHS product line or colleague. - Learns operations of HSHS and Prevea software, hardware, and other equipment. - Familiar with available help resources; stays updated on healthcare technology changes or problems. - Maintains a high degree of customer service for all support queries and adheres to all service management principles. - Follows policies and procedures regarding response times and documentation, adhering to Service Level Agreements. - Familiar with Information Services Center (ISC) policies, services, and staff. - Assists other team members in support of their local Ministry or Clinic. - Takes ownership of user problems and is proactive when dealing with user issues. - Assist other teams as needed (Network Telecom/Security/Lab). - Provides on-call responsibilities on a rotating basis; providing additional support for St. Vincent Hospital. - Assigned to projects in support of local Ministry and Prevea Clinics Show less



Paper Converting Machine Company

• United States
• Machinery Manufacturing
• 400 - 500 Employee

• Customer Care Center Analyst

  • Jun 2017 - Jan 2019

  Green Bay, Wisconsin Area Customer Care Center Analyst’s role is to provide our internal and divisional customers with an exceptional experience each and every time. In this role I assist our customers with their PC, peripherals, and software. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, peripherals along with software to optimize performance for our customers within the organization to complete their business tasks. As a… Show more Customer Care Center Analyst’s role is to provide our internal and divisional customers with an exceptional experience each and every time. In this role I assist our customers with their PC, peripherals, and software. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, peripherals along with software to optimize performance for our customers within the organization to complete their business tasks. As a Customer Care Center Analyst I strive to exceed the customer’s expectations by providing solutions whether in person, by telephone, or e-mail delivering consistent and exceptional service. • First level response to incident tickets and accept and solve 2nd tier support issues. • Migrate and deploy PC Images using Microsoft Deployment Toolkit . • Function and communicate in a global support team. • Support customers through superb communication in person, by telephone and or email. • Fully document resolution and communication history to customer in incident ticket. • Convert resolution to knowledge base document to share with other team members. • Diagnose, analyze, and resolve PC, printer and software problems for internal customers through incident ticketing system (KACE). • Analytical and problem-solving abilities. • Analyze root cause and implement corrective solutions. • Collaborate with LAN/WAN administrators to ensure efficient operation of the company’s infrastructure for our customers. • Assist in resolving issues with customers on server based software products. • Ensure latest security settings, antivirus, application patches are applied. • When necessary, contact third-party support and PC equipment vendors (Dell support and MBM) • Resolve issues related to printers; Xerox, Canon, HP, Intermec Brady Label, Pen Plotters. • Bomgar and Sophos Administration Show less



UnitedHealth Group

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

• Senior IT Project Consultant

  • Dec 2014 - Apr 2017

  Green Bay, Wisconsin Area As part of Optum Infrastructure, implement ITSM / ITIL policies and procedures as an acquired company migrates from its legacy environment to the Optum ITSM managed environment. Interfacing with the legacy business at all levels, discovery of legacy policies, procedures and methodologies, and the development and implementation of an overall support transition plan. ITIL Processes implemented within Optum to include... - Configuration Management - Service Level… Show more As part of Optum Infrastructure, implement ITSM / ITIL policies and procedures as an acquired company migrates from its legacy environment to the Optum ITSM managed environment. Interfacing with the legacy business at all levels, discovery of legacy policies, procedures and methodologies, and the development and implementation of an overall support transition plan. ITIL Processes implemented within Optum to include... - Configuration Management - Service Level Management - Change Management - Incident Management - Problem Management - Service Requests • Onboarding of Commercial partners into ServiceNow; providing instruction and guidance on initiating a self service model for submitting incidents. • Serve as a strong Customer Service advocate and change management agent; Transitioned several Acquired Entity IT support teams to Optum's Change Management process; coordinating training sessions and fielding questions from the business. • Setup reoccurring training (answer/question) sessions with individuals in a Business Segment Liaison role, providing direction on onboarding of new hires or general guidance on Optum processes. • Heavily involved with setting up recurring status meetings with the business, fielding questions, as well as handling issues that arise from the business • Gathering and updating project materials, project documentation, business flows, and lessons learned documents; utilizing MS Project, Excel, Visio, and Powerpoint. • Providing guidance and knowledge to all aspects of an Acquired Entity integration to Optum processes. • Obtaining maximum value from Information Technology project management services; working with multiple internal IT teams to maximize effective use of resources. • Well versed in ITIL v3 Foundation and ITSM. • Providing risk management and issue/problem resolution as required. • Gather Application support requirements, including submitting Knowledge articles. Show less



Saputo Cheese USA, INC

• Telecommunications Administrator

  • Jun 2014 - Nov 2014

  Lena, WI - Review phone systems; recommend upgrades or coordinate repairs as needed. - Triage requests (moves, adds, changes, deletes) and incidents related to telephony devices and applications. (Cisco, Avaya, NEC, Aspire). - Manage and review 300+ Mobile/Cellular lines (Verizon, US Cellular, AT&T); adjust plans for cost savings. - Work with various telephony vendors to identify cost effective plans within areas of coverage. - Complete invoicing for company managed mobile and MPLS lines;… Show more - Review phone systems; recommend upgrades or coordinate repairs as needed. - Triage requests (moves, adds, changes, deletes) and incidents related to telephony devices and applications. (Cisco, Avaya, NEC, Aspire). - Manage and review 300+ Mobile/Cellular lines (Verizon, US Cellular, AT&T); adjust plans for cost savings. - Work with various telephony vendors to identify cost effective plans within areas of coverage. - Complete invoicing for company managed mobile and MPLS lines; allocate costs to proper GL accounts. Show less

• Senior IT Project Consultant/IT Manager

  • Jun 2009 - Oct 2013

  •Experience working in a highly matrixed environment, working with several different UHG IT teams to migrate Merger and Acquisition Businesses to UnitedHealth Group processes, both Domestic and International. •Assist with testing, troubleshooting, and documenting software and hardware found during Merger and Acquisition (M&A) Business migrations. •Serve as a key resource on complex and/or critical issues, triaging incoming desktop support service requests via HP Service Manager from M&A… Show more •Experience working in a highly matrixed environment, working with several different UHG IT teams to migrate Merger and Acquisition Businesses to UnitedHealth Group processes, both Domestic and International. •Assist with testing, troubleshooting, and documenting software and hardware found during Merger and Acquisition (M&A) Business migrations. •Serve as a key resource on complex and/or critical issues, triaging incoming desktop support service requests via HP Service Manager from M&A Business segments (Domestic and International); capture business needs, assign service requests to appropriate desktop support teams. •Works and performs complex conceptual analyses resource requirements, documenting and updating support for Merger and Acquisition and UnitedHealth Group IT Desktop teams. •Develop, write, and maintain project status reports in support of M&A and UnitedHealth Group (UHG) IT functional tasks (Work Breakdown Structure, scope documents, project flow, Visio diagrams, and process documents). •Managed and on-boarded Domestic and International Desktop Support staff transfers from M&A companies (Secure, SATS, Service Request System). •Develops innovative approaches, collecting and identifying M&A Desktop Support staff responsibilities and legacy support requirements in support of the M&A business. Coordinate and negotiate reassignment of tasks. •Anticipates customer needs and proactively develops solutions to meet them. •Sought out as an expert and serves as a resource to others, providing explanations, presentations, and information on the most complex issues. •Understanding of UHG Risk Management (IRM) and UHG IT Asset Management policies (SPARK). Provides UnitedHealth Group policy and procedure knowledge to M&A Business contacts as requested.

• Desktop Migration Analyst Lead

  • Mar 2007 - May 2009

  Green Bay, Wisconsin Area Monitor service desk tickets. Provide assistance and escalation for next day desktop support. Attend and provide information during Merger and Acquisition migration meetings. Perform Merger and Acquisition migration of workstations to latest UHG IT approved operating systems and software. Write up procedural documents. Assist Business level migration scheduling and/or fill in hosting Webex sessions for Desktop Migration Project Managers. Coordinate, manage and onboard Remote… Show more Monitor service desk tickets. Provide assistance and escalation for next day desktop support. Attend and provide information during Merger and Acquisition migration meetings. Perform Merger and Acquisition migration of workstations to latest UHG IT approved operating systems and software. Write up procedural documents. Assist Business level migration scheduling and/or fill in hosting Webex sessions for Desktop Migration Project Managers. Coordinate, manage and onboard Remote Console Operator, contracted Runners and Next Day support resources.

• Senior Technology Support Analyst

  • Jan 2006 - Mar 2007

  Green Bay, Wisconsin Area •Provide maintenance and support of all XP and XP Service Pack 2 desktop and laptop systems (associated software and hardware) connected via the Local Area Network, Virtual Private Network, dialup, or standalone. •Assist on projects as assigned by Manager. (i.e. Migrations: Image desktops to company standard Operating system and install software via Altiris tools) •Tracking of all Service Requests and Incidents using HP OpenView service desk software. •Communicating with customers on… Show more •Provide maintenance and support of all XP and XP Service Pack 2 desktop and laptop systems (associated software and hardware) connected via the Local Area Network, Virtual Private Network, dialup, or standalone. •Assist on projects as assigned by Manager. (i.e. Migrations: Image desktops to company standard Operating system and install software via Altiris tools) •Tracking of all Service Requests and Incidents using HP OpenView service desk software. •Communicating with customers on progress of Service Desk Tickets and address escalations (i.e. Issues with software applications, hardware, connectivity, etc). •Write and revise documentation on process and procedures for software and hardware setup/installs. •Attend open communication meetings to discuss and provide input on issue or new ideas on lessons learned. •Automated and manual installation of software to workstations using various tools (scripting, Altiris, etc).



American Medical Security

• Insurance
• 1 - 100 Employee

• Desktop Engineer

  • May 2001 - Dec 2005

  Green Bay, Wisconsin Area -Provide Tier III maintenance and support of Windows 2000, Windows XP desktop and laptop operating systems connected via LAN, VPN, Dial-up, or standalone. -Research, test, and implementationof new technologies (hardware and software) into the corporate environment (1,500+ users). -Automate the installation of software technologies using System Management Server, Visual Basic scripting, and other tools. -Create and maintain desktop images (XP) using Ghost software. -Schedule… Show more -Provide Tier III maintenance and support of Windows 2000, Windows XP desktop and laptop operating systems connected via LAN, VPN, Dial-up, or standalone. -Research, test, and implementationof new technologies (hardware and software) into the corporate environment (1,500+ users). -Automate the installation of software technologies using System Management Server, Visual Basic scripting, and other tools. -Create and maintain desktop images (XP) using Ghost software. -Schedule application testing and production upgrades for new/upgraded software versions. -License tracking for all company certified applications. -Provide on-call rotation for after hours support. -Document system configuration and operating procedures. -Review reports to ensure Desktop Security patching and antivirus compliance.

• Senior Desktop Specialist

  • Feb 2001 - May 2001

  Green Bay, Wisconsin Area Providing Tier II/III desktop support of 1,500+ users.

• Desktop Coordinator

  • Dec 1998 - Feb 2001

  Green Bay, Wisconsin Area -Tier II/III desktop support. -Project to deploy IBM/Compaq workstations to start a lease program. -Supervise 3-5 staff handling requests in support of the desktop environment.

• Desktop Specialist

  • Jun 1998 - Dec 1998

  Green Bay, Wisconsin Area -Tier II/III support of the desktop environment.

• Help Desk Analyst

  • Jul 1997 - Jun 1998

  Green Bay, Wisconsin Area - Providing Tier I/II customer support of 1,500+ users, via phone or walk-up.

• Lead Technician

  • Jul 1996 - Jul 1997

  Green Bay, Wisconsin Area -Provide Tier II/III level desktop support for 1,500+ users. -Train and/or improve technical knowledge for other technicians supporting the desktop and phone environment.

• Data/Voice Communications Supervisor

  • Sep 1994 - Jul 1997

  Green Bay, Wisconsin Area -Supervise a team of 5-7 technicians, providing support of the desktop and phone environment.

• Data/Voice Technician

  • Jan 1994 - Sep 1994

  Green Bay, Wisconsin Area -Provide Tier II/III support of the desktop and phone environment. -Terminate network and phone connections. -Setup remote offices across the United States.

• Help Desk Analyst

  • May 1992 - Jan 1994

  Green Bay, Wisconsin Area -Provide Tier I/II/III support of the desktop, network, phone envirorment. -Answering phone calls from customers with questions and/or support issues.

• Computer Operator

  • Mar 1991 - May 1992

  Green Bay, Wisconsin Area -Schedule batch jobs on a nightly basis. -Provide off hours support of the desktop, network, and phone environment. -Maintain lazer, dot matrix, and check printers for the printing of EOBs, checks, or other printer reports. -Call Third party vendors to support mainframes and/or AS400 equipment.