Technical Support Specialist

• Feb 2021 - Present

Systems Operator

• Dec 2013 - Nov 2019

• Initiate reports on a daily/weekly/monthly basis by the date and time said reports are due and based on business needs. • Assist users to diagnose and solve data communication problems. • Perform payment postings, including manual posting as needed by the ED department. • Perform all requested file transfers between FMS / i3 and FMS / i3 clients and vendors. • Process inbound and outbound FMS, i3, Loan Look, client, and vendor files. • Performs all routine tasks associated with the operation of a mainframe or server platform • Participation in the testing of new programs and procedures. • Maintain an accurate log of all scheduled and non-scheduled events and actions taken to address them. • Assist with problem management initiatives to facilitate root cause of any anomalies. • Submits job requests based on appropriate computer schedule. • IBM AS/400, ISeries, and Datacenter experience required/monitoring • Security and Event monitoring and alerting Show less

APPLICATION SUPPORT ANALYST

• Jul 2012 - Nov 2013

• Help to successfully launch balance rewards program/assisted stores with enrollment and signage issues/provided documentation for training as needed by managers/trainers for rewards program Resolve business issues through tools or collaboration with business owners • Assess the root cause of new issues • Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to effectively facilitate elimination of problems • Resolve technical issues by collaborating with IT • Report issues, trends and resolutions to management • Customer call back to get a better understanding of the issue if 1st or 2nd level resolution does not solve issues • Received HIPPA training for work with raw customer/patient data cleanup project • Provide support for leadership and key initiatives, events, communications. • Work with operational teams to ensure best in class execution, compliance and improvement for key programs. • Align and partner with IT to facilitate delivery of technology to support business needs. • Align and partner with IT to facilitate delivery of data architecture and asset needs, master data management, and data governance. Show less

Technical Support Supervisor

• May 2010 - Jun 2012

• Assist customers with technical issues for the TND (Trucking Navigation System) devices and Intelliroute/Milemaker software over the phone and via Email • Troubleshooting of Intelliroute/Milemaker software by assisting network administrators via phone, email and remote support. Support connectivity and functionality of standalone installs (Windows 7, XP, Vista) and LAN/Client environment (Windows server 2003/2008 R2) • Worked to create work instruction documents for troubleshooting and training purposes • Trained/Mentor new technicians • Participate in quality calibration and monitoring sessions • Works with individuals to maintain strengths and improve weaknesses; provides effective and timely employee feedback; documents performance issues • Improve productivity by identifying deficiencies and recommending changes in tools, training, processes, reporting and employee engagement • Facilitate customer resolution for escalated calls and engage external departments as needed • Work with Manager to set quarterly goals and action plans to improve operation efficiency and effectiveness • Report on a regular basis to the Manager status of action plans • Work with other team members to ensure operation consistency • Maintain a mindset of continuous improvement in the areas of the support process, customer satisfaction, and employee effectiveness • Assist in the daily operation of the help desk including answering phone calls and diagnosing issues when needed • Assist in the preparation of performance evaluation • Building effective teams committed to organizational goals and fostering collaboration among team members and with others Show less