Software Specialist

• Aug 2023 - Present

• Conduct day-to-day service delivery model software support calls to and from our consumers, partners, and clinicians, including local and remote. • Service Delivery Model (SDM) software includes 3 distinct platforms for At Home, OnDemand, and Scheduled Care. • Technical support SDM Technology Owned Systems for account creation, password resets, workflows, and remote desktop and audio/video issues. • Problem Solve, Troubleshoot, and Escalate (when necessary) application issues Identify and Trend application issues. • Collaborate with cross-functional teams for problem resolution. • Capture and document application SOP enhancements in the support knowledge base. Show less

Member

• Nov 2021 - Present

Enterprise Management Technician

• Oct 2021 - Nov 2022

• Lead a team to provide timely technology solutions that enable support and business needs of various departments of incoming student applications • Participated in key IT and business unit governance, planning, and initiative review teams, committees, and meetings • Installed, configured, tested, maintained, monitored, and troubleshoot Level I and II end-user workstation hardware, networked peripheral devices, and networking hardware products. • Assist team on various IT projects including but not limited to developing key policies, performance assessments, and served as a subject matter expert to cross functional teams Show less

TMCF Scholar

• Aug 2021 - Oct 2021

Selected as 1 of 400 students across 1,000+ applicants to serve as a TMCF Scholar for the 2021 Leadership Institute. The Leadership Institute is a four day conference where scholars engage in professional development, financial literacy, and networking. The conference also provides students with a career fair - filled with internship and job opportunities from various Fortune 500 Companies Selected as 1 of 400 students across 1,000+ applicants to serve as a TMCF Scholar for the 2021 Leadership Institute. The Leadership Institute is a four day conference where scholars engage in professional development, financial literacy, and networking. The conference also provides students with a career fair - filled with internship and job opportunities from various Fortune 500 Companies

Database Administrator

• Jun 2013 - May 2020

• Conducted threat research, correlating incident response engagement data, and proprietary tools, performing threat modeling, and producing intelligence threat assessments. • Managed complex problems and facilitated operations independently. • Automated software development and supported backup and recovery plans. • Applied critical thinking skills to manage complex problems in a highly dynamic environment. • Worked independently and achieved safe, defensible solutions and recommendations in facilitating operations. • Utilized knowledge of attack signatures, tactics, techniques, and procedures to aid in the detection of Zero-Day attacks. • Automated software deployment to multi-machine environments using PowerShell and Active Directory policy updates. • Extended replication, LPI data mart, and data warehouse archiving. • Help troubleshoot Issues with Microsoft Exchange servers. • Support the remote diagnosis of LAN and system-related problems. • Set up and manage user accounts through Active Directory. Show less

Work Force Management

• Jul 2012 - Jun 2013

• Position involves schedule adherence of agents.• Productivity of agents above 90% 40 hr work week.• Send various emails and communications to managers and supervisors for staffing requirements.• Ensure agents are following scheduled breaks & lunches.• Workforce tracking and emergency assist.• Ability to present ideas and information orally and in writing.• Experienced participating in and conducting conference calls.• Experience working with a wide variety of people from diverse back grounds.• Proven ability to work efficiently and effectively under pressure. Show less

ATT Technical Agent

• Jul 2011 - Jul 2012

• Diagnosed and resolved technical hardware and software issues involving internet connectivity. • Provided answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.• Handled trouble tickets with support interventions for urgent issues.