Transition Specialist

• Nov 2022 - Present

IT Project Manager, Client Implementation

• Dec 2021 - Jul 2022

● Communicated between internal and external teams about network and partnership sites ● Managed and monitored resource allocation to proactively mitigate capacity ● Worked collaboratively with external vendors expedite IT onboarding or offboarding of remote sites ● Served as the primary point of contact for the PMO for all aspects of implementation ● Provided escalation for any IT issues ● Documented new and existing sites to improve ease of future support ● Established best… Show more ● Communicated between internal and external teams about network and partnership sites ● Managed and monitored resource allocation to proactively mitigate capacity ● Worked collaboratively with external vendors expedite IT onboarding or offboarding of remote sites ● Served as the primary point of contact for the PMO for all aspects of implementation ● Provided escalation for any IT issues ● Documented new and existing sites to improve ease of future support ● Established best practices to collect site information, and audited previous site documentation to that standard

Project Deployment

• Jul 2021 - Dec 2021

● Managed resource allocation to mitigate capacity limitations, including obtaining a supply of suitable Dymo printers and verifying the delivery and installation of Ingenico Lane 3000 devices ● Installed drivers and software via Kaseya across multiple clinic sites with unique setups ● Provided training in the operation of hardware and software in remote clinic sites ● Diagnosed and repaired a wide range of networking, wiring, and location challenges remotely ● Effectively… Show more ● Managed resource allocation to mitigate capacity limitations, including obtaining a supply of suitable Dymo printers and verifying the delivery and installation of Ingenico Lane 3000 devices ● Installed drivers and software via Kaseya across multiple clinic sites with unique setups ● Provided training in the operation of hardware and software in remote clinic sites ● Diagnosed and repaired a wide range of networking, wiring, and location challenges remotely ● Effectively collaborated with procurement and vendors to provide a seamless implementation schedule that met the scope, time, and budget requirements of the project. ● Predicted possible future issues of implementation and supply and communicated them to relevant departments.

Verification Specialist

• Nov 2020 - May 2021

● Processed 120+ claimants per day by current standards for adjudication ● Reviewed previous claimant decisions for accuracy ● Documented all decisions for later review against fraud liability while maintaining information privacy ● Identified documentation for identity verification and proof of employment ● Processed 120+ claimants per day by current standards for adjudication ● Reviewed previous claimant decisions for accuracy ● Documented all decisions for later review against fraud liability while maintaining information privacy ● Identified documentation for identity verification and proof of employment

Storeman III

• Mar 2018 - May 2020

● Supported testing and updates on Android based scanners ● Converted Zebra GX430 and ZD500 printers to accept jobs wirelessly, including image and version updates and troubleshooting wireless and print server issues ● Updated and installed Ubuntu (Linux) to Compute Sticks, including testing and deploying ● Ran and adjusted SQL queries for reporting and inventory purposes, and made corrections as necessary ● Compiled and modified daily SQL scripting to support reporting tools ● Supported testing and updates on Android based scanners ● Converted Zebra GX430 and ZD500 printers to accept jobs wirelessly, including image and version updates and troubleshooting wireless and print server issues ● Updated and installed Ubuntu (Linux) to Compute Sticks, including testing and deploying ● Ran and adjusted SQL queries for reporting and inventory purposes, and made corrections as necessary ● Compiled and modified daily SQL scripting to support reporting tools

IT Technical Support Associate I

• Feb 2018 - Mar 2018

•Maintained password security, data integrity, file system security, and backup for the end-user environment. •Responsible for administering backup and restoring end-user systems. •Configured desktops and laptops for users at all Stericycle locations. •Resolved Steri Support Technical tickets via phone. •Maintained asset management database. •Responsible for local phone installation, changes and support responsibilities. •Created and maintained user support knowledge articles… Show more •Maintained password security, data integrity, file system security, and backup for the end-user environment. •Responsible for administering backup and restoring end-user systems. •Configured desktops and laptops for users at all Stericycle locations. •Resolved Steri Support Technical tickets via phone. •Maintained asset management database. •Responsible for local phone installation, changes and support responsibilities. •Created and maintained user support knowledge articles for knowledge base. •Support and troubleshoot users, workstations, servers, printers and networks. Work with the user remotely to diagnose and resolve problems. •Used troubleshooting skills to resolve technical issues related to MS Exchange, Office 365, VPN, VoIP phone, software, and hardware issues. •Worked with Active Directory and ServiceNow to help with said issues. •Supported drivers that have handheld PDT issues from clean booting and recovering corrupted SQL database files. •Responded to outages and major events and took appropriate action. Show less •Maintained password security, data integrity, file system security, and backup for the end-user environment. •Responsible for administering backup and restoring end-user systems. •Configured desktops and laptops for users at all Stericycle locations. •Resolved Steri Support Technical tickets via phone. •Maintained asset management database. •Responsible for local phone installation, changes and support responsibilities. •Created and maintained user support knowledge articles… Show more •Maintained password security, data integrity, file system security, and backup for the end-user environment. •Responsible for administering backup and restoring end-user systems. •Configured desktops and laptops for users at all Stericycle locations. •Resolved Steri Support Technical tickets via phone. •Maintained asset management database. •Responsible for local phone installation, changes and support responsibilities. •Created and maintained user support knowledge articles for knowledge base. •Support and troubleshoot users, workstations, servers, printers and networks. Work with the user remotely to diagnose and resolve problems. •Used troubleshooting skills to resolve technical issues related to MS Exchange, Office 365, VPN, VoIP phone, software, and hardware issues. •Worked with Active Directory and ServiceNow to help with said issues. •Supported drivers that have handheld PDT issues from clean booting and recovering corrupted SQL database files. •Responded to outages and major events and took appropriate action. Show less

Help Desk Analyst

• Apr 2017 - Dec 2017

● Diagnosed and resolved basic problems using documented procedures and checklists in Sharepoint ● Entered call data into a Heat-based tracking system ● Escalated problems to higher level technical support via ticketing system and email when necessary ● Supported password reset and account creation across customer facing and internal systems ● Supported website purchases including payment processing and browser compatibility issues ● Assisted customers that utilize their… Show more ● Diagnosed and resolved basic problems using documented procedures and checklists in Sharepoint ● Entered call data into a Heat-based tracking system ● Escalated problems to higher level technical support via ticketing system and email when necessary ● Supported password reset and account creation across customer facing and internal systems ● Supported website purchases including payment processing and browser compatibility issues ● Assisted customers that utilize their inventory tracking and ordering program on Motorola handheld devices ● Advised Medline customers subscribed to their educational program Medline University Show less ● Diagnosed and resolved basic problems using documented procedures and checklists in Sharepoint ● Entered call data into a Heat-based tracking system ● Escalated problems to higher level technical support via ticketing system and email when necessary ● Supported password reset and account creation across customer facing and internal systems ● Supported website purchases including payment processing and browser compatibility issues ● Assisted customers that utilize their… Show more ● Diagnosed and resolved basic problems using documented procedures and checklists in Sharepoint ● Entered call data into a Heat-based tracking system ● Escalated problems to higher level technical support via ticketing system and email when necessary ● Supported password reset and account creation across customer facing and internal systems ● Supported website purchases including payment processing and browser compatibility issues ● Assisted customers that utilize their inventory tracking and ordering program on Motorola handheld devices ● Advised Medline customers subscribed to their educational program Medline University Show less

Hardware Deployment

• Jul 2013 - Mar 2017

• Identified, managed, escalated, and resolved technical issues. • Investigated all information technology issues, including software, hardware, and networking • Documented all contacts and calls in an Excel spreadsheet • Installed and configured software, print drivers, utilities, etc. to be utilized on workstations and computer networks • Upgraded to iHeld and iPad solutions (Digital Journey Project) • Updated servers • Upgraded pinpads from Symbol PDT8500 to a PCI… Show more • Identified, managed, escalated, and resolved technical issues. • Investigated all information technology issues, including software, hardware, and networking • Documented all contacts and calls in an Excel spreadsheet • Installed and configured software, print drivers, utilities, etc. to be utilized on workstations and computer networks • Upgraded to iHeld and iPad solutions (Digital Journey Project) • Updated servers • Upgraded pinpads from Symbol PDT8500 to a PCI compliant Equinox solution • Installed and networked Latte Tablet solution used as digital signs • Configured Mini-Cheetah printers in busy holiday stores • Transitioned multiple departments from XP to Windows 7, via both reimaging and replacement with new hardware • Provided remote support via phone and RDP for installation of kiosk upgrades and replacements • Supported handheld devices, including Zebra QLN 320 and 320+ printer installations • Demonstrated flexibility in allocating resources according to business needs • Monitored installed systems, identified problems, and took corrective action • Worked with POS systems, AS400, tablets, training and manager PCs, and registers in DOS and Linux builds • Trained and verified install of Avery Pathfinder 6140 and 6057 pricing guns, including network, pairing, and software issues • Verified chain-wide install of new Kalipso music, including trouble shooting SD cards, Ethernet connections, and legacy wiring. • Converted chain-wide servers to virtual machines, remediation of Windows Server 2003 converting to Windows 2008 and Linux builds • Remote verified installation of raspberry pi with a Tellermate scale, troubleshot network and connectivity issues in wireless and wired environments Show less • Identified, managed, escalated, and resolved technical issues. • Investigated all information technology issues, including software, hardware, and networking • Documented all contacts and calls in an Excel spreadsheet • Installed and configured software, print drivers, utilities, etc. to be utilized on workstations and computer networks • Upgraded to iHeld and iPad solutions (Digital Journey Project) • Updated servers • Upgraded pinpads from Symbol PDT8500 to a PCI… Show more • Identified, managed, escalated, and resolved technical issues. • Investigated all information technology issues, including software, hardware, and networking • Documented all contacts and calls in an Excel spreadsheet • Installed and configured software, print drivers, utilities, etc. to be utilized on workstations and computer networks • Upgraded to iHeld and iPad solutions (Digital Journey Project) • Updated servers • Upgraded pinpads from Symbol PDT8500 to a PCI compliant Equinox solution • Installed and networked Latte Tablet solution used as digital signs • Configured Mini-Cheetah printers in busy holiday stores • Transitioned multiple departments from XP to Windows 7, via both reimaging and replacement with new hardware • Provided remote support via phone and RDP for installation of kiosk upgrades and replacements • Supported handheld devices, including Zebra QLN 320 and 320+ printer installations • Demonstrated flexibility in allocating resources according to business needs • Monitored installed systems, identified problems, and took corrective action • Worked with POS systems, AS400, tablets, training and manager PCs, and registers in DOS and Linux builds • Trained and verified install of Avery Pathfinder 6140 and 6057 pricing guns, including network, pairing, and software issues • Verified chain-wide install of new Kalipso music, including trouble shooting SD cards, Ethernet connections, and legacy wiring. • Converted chain-wide servers to virtual machines, remediation of Windows Server 2003 converting to Windows 2008 and Linux builds • Remote verified installation of raspberry pi with a Tellermate scale, troubleshot network and connectivity issues in wireless and wired environments Show less

Customer Service Representative

• Oct 2016 - Dec 2016

• Specialized in 401k administration • Dynamic call center environment • Privacy, financial information, and HIPAA • Met or exceeded adherence and SLA • Specialized in 401k administration • Dynamic call center environment • Privacy, financial information, and HIPAA • Met or exceeded adherence and SLA

US Network Specialist

• Sep 2015 - Nov 2015

• Preformed advanced troubleshooting of POS and back office hardware, software, networking, credit card processing, accounting data, journey, and variance issues • Provided Level II technical support and resolved escalated customer problems • Prioritized and handled daily activities for unresolved escalations and follows up with the site as needed • Contacted and worked with the site personnel to resolve issues • Escalated to third party vendors and worked with the vendors until… Show more • Preformed advanced troubleshooting of POS and back office hardware, software, networking, credit card processing, accounting data, journey, and variance issues • Provided Level II technical support and resolved escalated customer problems • Prioritized and handled daily activities for unresolved escalations and follows up with the site as needed • Contacted and worked with the site personnel to resolve issues • Escalated to third party vendors and worked with the vendors until issues are resolved • Identified chronic issues affecting site performance • Provided software and hardware support for proprietary systems on Windows 95, MSDOS, Windows 2000, and Windows XP • Supported LAN and IP based systems • Performed problem investigation and research to resolve system related issues, involving searching databases and vendor documentation containing information about problems, symptoms, and solutions • Provided technical assistance for field representatives • Recorded and maintained information about all assigned user problems in a SAP based customer management system • Created and updated knowledge base documentation in a SharePoint environment • Utilized critical thinking skills in project management decision making • Demonstrated excellent interpersonal, analytical, business, and technical judgment skills, including a strong focus on negotiation, problem solving, and verbal and written communication skills Show less • Preformed advanced troubleshooting of POS and back office hardware, software, networking, credit card processing, accounting data, journey, and variance issues • Provided Level II technical support and resolved escalated customer problems • Prioritized and handled daily activities for unresolved escalations and follows up with the site as needed • Contacted and worked with the site personnel to resolve issues • Escalated to third party vendors and worked with the vendors until… Show more • Preformed advanced troubleshooting of POS and back office hardware, software, networking, credit card processing, accounting data, journey, and variance issues • Provided Level II technical support and resolved escalated customer problems • Prioritized and handled daily activities for unresolved escalations and follows up with the site as needed • Contacted and worked with the site personnel to resolve issues • Escalated to third party vendors and worked with the vendors until issues are resolved • Identified chronic issues affecting site performance • Provided software and hardware support for proprietary systems on Windows 95, MSDOS, Windows 2000, and Windows XP • Supported LAN and IP based systems • Performed problem investigation and research to resolve system related issues, involving searching databases and vendor documentation containing information about problems, symptoms, and solutions • Provided technical assistance for field representatives • Recorded and maintained information about all assigned user problems in a SAP based customer management system • Created and updated knowledge base documentation in a SharePoint environment • Utilized critical thinking skills in project management decision making • Demonstrated excellent interpersonal, analytical, business, and technical judgment skills, including a strong focus on negotiation, problem solving, and verbal and written communication skills Show less

Application Testing Coordinator

• Mar 2014 - Jul 2014

• Tested application for a system wide upgrade from XP to Windows 7, and IE 10 • Reimaged machines daily for a clean test environment, added necessary local drivers, associated applications for pre-testing, documented and reported initial errors and missing dependencies for repackaging • Scheduled members of the department using their own department’s software to test it live and documented all errors for remediation and repackaging • Updated, in a SharePoint environment, the… Show more • Tested application for a system wide upgrade from XP to Windows 7, and IE 10 • Reimaged machines daily for a clean test environment, added necessary local drivers, associated applications for pre-testing, documented and reported initial errors and missing dependencies for repackaging • Scheduled members of the department using their own department’s software to test it live and documented all errors for remediation and repackaging • Updated, in a SharePoint environment, the application’s status as to passing or currently in remediation • Administered a wide range of software in a hospital and academic system, applying proper security measures per HIPPA compliance • Met or exceeded testing and scheduling metrics Show less • Tested application for a system wide upgrade from XP to Windows 7, and IE 10 • Reimaged machines daily for a clean test environment, added necessary local drivers, associated applications for pre-testing, documented and reported initial errors and missing dependencies for repackaging • Scheduled members of the department using their own department’s software to test it live and documented all errors for remediation and repackaging • Updated, in a SharePoint environment, the… Show more • Tested application for a system wide upgrade from XP to Windows 7, and IE 10 • Reimaged machines daily for a clean test environment, added necessary local drivers, associated applications for pre-testing, documented and reported initial errors and missing dependencies for repackaging • Scheduled members of the department using their own department’s software to test it live and documented all errors for remediation and repackaging • Updated, in a SharePoint environment, the application’s status as to passing or currently in remediation • Administered a wide range of software in a hospital and academic system, applying proper security measures per HIPPA compliance • Met or exceeded testing and scheduling metrics Show less

Risk Analyst

• Aug 2012 - Apr 2013

• Evaluated risks to scheduled store upgrades and installations based upon business identified concerns • Determined when cost of delay exceeded value of upon schedule completion of installations • Identified trends in failures in physical equipment that caused predictable delays in scheduled store upgrades • Provided detailed risk analysis and suggested solutions including rescheduling, changes in contractors, and changes in hardware supply • Assisted remotely via Remote Desktop… Show more • Evaluated risks to scheduled store upgrades and installations based upon business identified concerns • Determined when cost of delay exceeded value of upon schedule completion of installations • Identified trends in failures in physical equipment that caused predictable delays in scheduled store upgrades • Provided detailed risk analysis and suggested solutions including rescheduling, changes in contractors, and changes in hardware supply • Assisted remotely via Remote Desktop with real-time support during store upgrades and installations • Generated weekly reports reflecting status of all current and future scheduled upgrades and installations using Excel • Updated and maintained Access database including issues, resolution, and departmental responsibility

Level 3 Call Analyst

• Oct 2011 - Aug 2012

• Handled advanced technical issues from vendors, store management, and staff • Trained as Special Matter Expert for AS400, troubleshooting, as well as updating associated equipment with installation on site of new server protocols with the store remodel • Communicated status and technical information via Lotus Notes • Proposed and documented procedural changes to increase the effectiveness of Customer Support • Trained peer and subordinate support staff in case escalation, call… Show more • Handled advanced technical issues from vendors, store management, and staff • Trained as Special Matter Expert for AS400, troubleshooting, as well as updating associated equipment with installation on site of new server protocols with the store remodel • Communicated status and technical information via Lotus Notes • Proposed and documented procedural changes to increase the effectiveness of Customer Support • Trained peer and subordinate support staff in case escalation, call documentation, and other processes • Coordinated with watchdog group to handle high-priority and complex cases • Imported and collated data into Access, specifying departmental responsibility and ensuring consistency to allow accurate reporting • Promoted to Risk Analyst based on adaptability and willingness to accept new tasks

Website Conversion Specialist

• Jan 2011 - Feb 2011

● Converted legacy internal and external websites in Dreamweaver and SharePoint into a CQ5 environment ● Merged new content from Excel spreadsheet concurrently with conversions ● Tagged and activated new assets (images and documents) in post conversion phase ● Corrected HTML and CSS issues left by the automated conversion process ● Converted legacy internal and external websites in Dreamweaver and SharePoint into a CQ5 environment ● Merged new content from Excel spreadsheet concurrently with conversions ● Tagged and activated new assets (images and documents) in post conversion phase ● Corrected HTML and CSS issues left by the automated conversion process

Technical Support Representative

• 2011 - 2011

● Provided phone and email support for scholastic software ● Escalated calls as necessary to the appropriate technician ● Assisted with on-site configuration issues of teaching software on personal computers ● Provided phone and email support for scholastic software ● Escalated calls as necessary to the appropriate technician ● Assisted with on-site configuration issues of teaching software on personal computers

Level 2 Customer Support

• 2005 - 2010

● Authored in house and customer facing documentation for proprietary software ● Generated website content for internal and customer sites ● Designed and implemented testing methodology for software enhancements and fixes ● Trained new hires and temporary staff for the support department ● Won award for Best Customer Service Satisfaction Rating ● Maintained a customer satisfaction rating consistently above 97% ● Served as primary phone and email contact for customers and… Show more ● Authored in house and customer facing documentation for proprietary software ● Generated website content for internal and customer sites ● Designed and implemented testing methodology for software enhancements and fixes ● Trained new hires and temporary staff for the support department ● Won award for Best Customer Service Satisfaction Rating ● Maintained a customer satisfaction rating consistently above 97% ● Served as primary phone and email contact for customers and clients for technical support ● Handled initial phone and email contacts for sales, marketing and accounting issues ● Performed triage and initial diagnostics on technical support requests ● Recorded all customer information in Sugar CRM software ● Worked with domain registrars and email hosts to solve customer issues and complaints ● Developed sufficient skills in HTML, PHP, JavaScript, and Java to aid software development in meeting customer requests quickly and completely Show less ● Authored in house and customer facing documentation for proprietary software ● Generated website content for internal and customer sites ● Designed and implemented testing methodology for software enhancements and fixes ● Trained new hires and temporary staff for the support department ● Won award for Best Customer Service Satisfaction Rating ● Maintained a customer satisfaction rating consistently above 97% ● Served as primary phone and email contact for customers and… Show more ● Authored in house and customer facing documentation for proprietary software ● Generated website content for internal and customer sites ● Designed and implemented testing methodology for software enhancements and fixes ● Trained new hires and temporary staff for the support department ● Won award for Best Customer Service Satisfaction Rating ● Maintained a customer satisfaction rating consistently above 97% ● Served as primary phone and email contact for customers and clients for technical support ● Handled initial phone and email contacts for sales, marketing and accounting issues ● Performed triage and initial diagnostics on technical support requests ● Recorded all customer information in Sugar CRM software ● Worked with domain registrars and email hosts to solve customer issues and complaints ● Developed sufficient skills in HTML, PHP, JavaScript, and Java to aid software development in meeting customer requests quickly and completely Show less