Experience

• 

  Womble Bond Dickinson (US) LLP

  • Baltimore, Maryland

  • Deskside Support Analyst Teir II

    • Feb 2023 - Present
    • Baltimore, Maryland

• 

  Cotiviti

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Program Manager, Ops

    • Apr 2022 - Feb 2023

    Oversaw and provided guidance to 7 health plan’s HEDIS production timelines. Doing so by facilitating bi-weekly status calls to review announcements, release notes, product issues, troubleshooting, account information. Organizing support calls between clients, development, IT support resources. Recording, logging, tracking bugs and bug fixes. Reporting on client portal usage to executive team.

  • Associate Data Manager

    • Mar 2019 - Mar 2022

    Worked on an application-support-team to provide assistance to healthcare and data clients using our 3 product lines. Resolved over 1500 tickets while maintaining SLA compliance. Trained new teammates. Worked as a Jira and Confluence administrator and together our team built and implemented a Jira Service Desk self-service client portal. Led the data migration project from HealthAssist company site to the Confluence space. Also created and implemented a OneNote knowledge base for the team.

• 

  Reynolds & Rowella, LLP

  • United States
  • Accounting
  • 1 - 100 Employee

  • Desktop Support Technician

    • Apr 2018 - Nov 2018

    Responsible for employee on-boarding and off-boarding through use of active directory. Servicing Helpdesk tickets over the phone, in person, or via remote across two locations and over 60 users. Performing workstation setups as well as employee software training. PC's storage/memory upgrades, updates, data retrieval, imaging, dismantling and rebuilds.

  • Helpdesk Intern

    • Feb 2018 - Apr 2018

    Taking Inventory of house technology, running software updates, imaging PC's, workstation setups, documenting server tower components for disaster recovery plan. Responding to incoming tickets, when possible and referring to support lines when necessary.

• 

  Western Connecticut State University

  • Danbury, Connecticut

  • IT&I Training Specialist

    • Aug 2017 - Mar 2018
    • Danbury, Connecticut

    Training individuals or groups of students from different disciplines to use Microsoft applications like Word, Excel, Publisher, and PowerPoint. Also working to maintain the computer labs, fix any printing issues, answer the phones, install Microsoft office on student's laptops and troubleshoot any student issues to insure the labs run without issue.

• 

  Odyssey Logistics & Technology Corporation

  • Danbury, Connecticut

  • WIN Intern

    • Jun 2017 - Aug 2017
    • Danbury, Connecticut

    Assisted in building automation in WIN's standard reporting modules, learned how to operate with WIN's reporting tool and set up more than 150+ clients. Identified and scheduled, logistics events for 2018 for the WIN team. Also assisted with data mining and reporting, as well as helped with Social Media marketing and WIN branding.

• 

  Western Connecticut State University

  • Danbury, Connecticut

  • Student Tutor

    • Dec 2015 - Mar 2017
    • Danbury, Connecticut

    Tutored nearly every MIS course offered at Western. Students primarily came for assistance with COBOL programming assignments. Working with up to eight students at once, typically spending my days helping students debug code.