Experience

Projetech ☁

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Application Support Analyst

  • May 2023 - Present



Sandata Technologies

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Tier 3 Production Support Engineer (Remote)

  • Apr 2018 - May 2023

  Remote - Software support position where I support multiple medical related software. I am the primary support engineer for a mobile application providing support and account management for payor and provider programs for the home healthcare market. • Scripting Setup and Validation of Provider/Payor programs per program requirements • Lead Support Engineer for Mobile Product • Use SQL to review data-flow and code review to provide support for many different products the company offers. • Information gathering/ report making • Test any new issues related the product if reported in production environment/attempt to recreate issues /review application logs for information regarding issue. Code/logic review if necessary. • Actively monitor server traffic for any downtime, then report to correct teams • Actively make documentation for myself as well for other teams within the company E.g. basic troubleshooting guides. • Communicate with customers occasionally when issues are severe or P1 issues or heavily technical, E.g. RCA reports. • Worked with tickets/phone calls to help resolve issues with medical software and phone applications • Communicate issues/functionality/logic of the mobile application to development/management/Product/Lower tiers within company. • Data analysis and review for potential ongoing issues/management decision making. • Schedule meetings with Product team and Development teams if needed for the primary product I manage, also actively participate in other team meetings for my expertise of Expected behavior and Functionality if needed. • Fix all that the lower tiers could not resolve regarding my product, if beyond my capacity then describe and discuss issue with product and development to help resolve issue. • Zendesk administrator role for the company. Setting people up to be used with Zendesk, build views and reports, setting up alerts via email etc. • Documentation creation and document upkeep. • Training regarding managed products. Show less



Dana Incorporated

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• IT Support Specialist

  • Apr 2017 - Apr 2018

  A technical position providing both general and specialist needs for car parts manufacturer.\ ● Worked/monitored the assembly lines and assisted in fixing if assembly line is down ● Replaced existing tech if needed or not performing correctly. ● Assisted in new tech setup and training for usage if needed ● Setup new laptops and Computers for staff by formatting ● Assisted with industrial printer malfunctions/ replacements ● Barcode reader replacement/maintenance ● Active monitoring by reviewing systems/databases ● Assist in planning for new tech setup such as Static IP assignment ● Physical server maintenance/additions ● Printer assistance and support ●IT support for diagnosing and fixing business needed software for end users ●Active monitoring of part manufacturing machinery Show less



Velocity, A Managed Solutions Company

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Noc Support Tier 1

  • Oct 2016 - Apr 2017

  -Took calls from customers and provided immediate support -Remotely monitored Circuits/modems and used Telnet to fix if possible -Actively called customers where we noticed a down circuit to provide step by step technical assistance to fix issue. -Escalate issues to tier 2 or higher - explained issues and gathered information relevant to the issue and assisted in gathering information if needed. -Took calls from customers and provided immediate support -Remotely monitored Circuits/modems and used Telnet to fix if possible -Actively called customers where we noticed a down circuit to provide step by step technical assistance to fix issue. -Escalate issues to tier 2 or higher - explained issues and gathered information relevant to the issue and assisted in gathering information if needed.