Production Operations Lead, DI&F

• Jun 2022 - Present

Production Operations Engineer

• Dec 2021 - Jun 2022

Co-Owner

• Jul 2014 - Present

Co-Owner of the commercial cleaning company in the Greater Triangle area Co-Owner of the commercial cleaning company in the Greater Triangle area

HCS HELPDESK TEAM LEAD

• Nov 2020 - Dec 2021

Manages and leads team of 30+ employeesCommunicates and enforces management and company goals, safety practices, and policies to team members.Provides administrative assistance including hiring and training of new employees, timekeeping, staff scheduling, and team performance.Conducts Quality Assurance on completed tickets on a weekly basis to provide data for metrics and quality control for standard measuresParticipates in management meetings for daily health checks and future projects and product upgrades Show less

HCS HELP DESK SUPPORT SPECIALIST SENIOR

• Nov 2019 - Nov 2020

Provided intermediate or advanced technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by- step solutions. Clearly communicated technical solutions in a user-friendly, professional manner.Developed Epic Training Materials and User Guide for analyst to use for proper facilitation and resolution of clinical application issues.Assisted with training new employees to guide them on proper service desk procedures and customer service processes for handling and resolving issues Show less

DHTS Service Operations Center Analyst, Level 2

• May 2018 - Oct 2019

Deployed IT Alerts with director approval for escalating and notifying customer base and technical teams of widespread outages of critical systems. Collaborating with support teams responsible for ensuring the applications are back functional and keep them abreast of any reports from all Duke locations in reference to the problem at hand.Epic Hyperspace Ambulatory Subject Matter Expert that created documentation for new processes for provisioning Partnered with the Operations Center Analyst with the monitoring and troubleshooting of all Service Operations Center monitored services, including Infrastructure, Networks, applications and web services to determine incident impacts.Performed triage and remediation of affected issues for Level 1 analyst and providing additional knowledge if the issues are not resolved upon first contact.Troubleshooted and responded to Service Now incidents and tasks per level of priority to ensure tickets do not breach SLA per ITIL framework.Participated in meetings for developing plans for analyst reporting metrics, inventory, and process improvement to increase productivity.Conducted QA on Level 1 analyst incidents and tasks to ensure ticker quality is meeting SOC standards and to provide insight for analyst process improvement.Created, modified, and removed ServiceNow templates for usages to assist streamlining with information is required for each ticket created for reported problems and request per ITIL framework to ensure customers issues are resolved and request are completed.Created and modified Knowledge articles for use by Internal IT analyst with provided instructions and information pertaining to the issue and/or applications/processes that are currently in place. Show less

DHTS Service Operations Center Analyst, Level 1

• May 2016 - May 2018

Participated in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, troubleshooting, performance analysis and resolution.Partnered with the Operations Center Analyst with the monitoring and troubleshooting of all Service Operations Center monitored services, including Infrastructure, Networks, applications and web services to determine incident impacts.Performed triage and remediation of detected issues.Responded to Service Now ticket and phone queue for Duke Health Service Desk end user requests and incident.Participated in setting the tone for the group to provide the motivation that keeps the team moving forward to accomplish goals.Ensures processes (incident, request and event) processes are being executed correctly and with quality.Ability to resolve or escalate outages through advanced analysis and troubleshooting with minimum supervision.Participated in New Hire Nursing Orientation assisting users in logging in, resetting their password, and troubleshooting any account issues during initial login. Show less

System Administrator

• Jul 2014 - Apr 2016

Was Responsible for support and maintenance of the office servers (Dell) and network infrastructure (Cisco Switches; Avaya Router). Security Point of Contact for the ESRD NCC location to assist with support from QualityNet and Center for Medicaid and Medicare Services (CMS). Provided support for ensuring equipment is currently up to date and assigned and updated with the required patches on a monthly basis. Supported daily backup tape maintenance on the domain servers and tracks weekly and monthly logs via an Access Database. Ensured proper software, operating systems, and cables are functional on all office machines, printers, and servers on location. Conducted weekly, monthly, and quarterly reports to provide information to all networks in the ESRD community for projects and contractual healthcare deliverables. Managed and reviewed weekly and monthly visitor logs for the main office, server room, and equipment room. Show less

Associate Technology Risk Analyst

• Jul 2010 - Jul 2014

Gave support to individual associates and users with access related issues via departmental hotline, HP Service Manager and XTRAC problem management queues. Insured user access requests in all support queues for over 400 applications and databases to ensure request are completed within the documented Service Level Agreement(s). Supported PWI by providing access administration across multiple platforms (e.g. Mainframe-Top Secret, Sybase application, Oracle, client-server & web-based). Worked with business partners to maintain access controls to ensure access is properly administered and quality customer service. Provided access administration and ongoing support to external participants via Fidelity Plan Sponsor Webstation and Fidelity eWorkplace applications. Worked with Novell Secure Single Sign-On and Active Directory in regards to New Investor Centers Openings and Investor Center troubleshooting for all 175 current investor centers and New Hire classes for new associates. Created and maintained documentation for access administration, policies, and procedures. Adhered to Fidelity Investments/PWI Information Security policies and guidelines pertaining to access administration. Show less

Technical Support Specialist - Malware and URL Filtering (Blues)

• Nov 2009 - Jul 2010

Maintained the Anti-Virus and Personal Firewall infrastructure for IBM’s customers. This included insuring the compliance and currency of the software version as well as the anti-virus definitions. Worked closely with System Administrators, Network Administrators, Desktop Support, and Help Desk to ensure policies were being followed and appropriate steps were taken to protect the customer’s infrastructure. Provided 3rd level expertise to support groups and clients’ to assist and resolve any non-standard anti-virus issue using Symantec EndPoint Protection, TrendMicro, and McAfee ePO. Responded to, and remediated virus infections and/or outbreaks in the clients’ environment. Granted URL filtering support to clients’ regarding breaks fixes, http/https permissions, and policy changes to their mainframe and users using Websense, Surf Control, and NiSource software. Monitored the AV Console and provide current reports to System Administrator and Desktop Support Personnel. Also provided instruction as to specific actions needed to remediate gaps identified on the reports. Show less

IT Compliance, Security, & Fraud Prevention, Intern

• Jun 2008 - Aug 2008

Closed and resolved Remedy help desk tickets for employee. Worked within the Firewall to identify log-in addresses and granted access for over 60,000 users. Assisted with the completion of forms related to the internal processes for Sarbanes Oxley compliance. Attended weekly staff meetings, company-wide conference calls, and product demonstrations. Performed daily organizational duties as assigned or required by the XM Satellite Radio IT Compliance team. Worked with company during the merger with Sirius Satellite Radio in the Summer ’08. Show less