Application Support Analyst

• Jun 2021 - Present

Associate Analyst, Technology

• Sep 2018 - Apr 2020

* Participated in technical direction and solutions, wrote process documentation and technical/functional specifications. and tested appropriate disaster recovery and business continuity solutions.* Supported systems integration through developing systems documentation to understand data flow and connectivity between core and ancillary systems, worked with other team members to identify the need for, testing of, and implementation of interfaces.* Supported defect correction and enhancements; provided Level 2 support to resolved data-related problems with logistics information systems.* Performed diagnostics of defects collaboratively with other teams and software vendors; implemented and tested system fixes or changes and implemented changes in production.* Participated in the content and quality of the software release process; worked with end users to perform acceptance testing on system changes before they were released to key users.* Trained power users on system use; provided ongoing support for the application suite and technical assistance to customers.* ITL/ITSM, ISO 20000 Foundation, Project Management experience.* Experienced in a variety of support tools including : Service Management (Remedy, ServiceNow); Systems monitoring (Solarwinds), and application lifecycle management (Rally)* Knowledge of supporting Software as a Service(SaaS) applications; web technologies including JavaScript, HTML, XML and Web Services; Oracle Application Server; Apache Tomcat, and Microsoft IIS.* Knowledge of SQL and familiar with RDBMS(Oracle, SQL Server, and MySQL) integrating systems.* Excellent verbal and written communications skills; able to present clean, organized, and thorough information and date appropriate for intended audience.* Ability to work independently and in a rapidly changing environment Show less

Support Analyst II

• Apr 2011 - Sep 2018

Troubleshooting network and internet connectivity issues and escalating issues accordinglyTroubleshooting Cisco Any Connect VPN connectivity issuesHandling multiple calls, incidents, and support tasks on a daily basisTroubleshooting multiple applications including Microsoft Office and company specific softwareTroubleshooting User profiles within Active DirectoryTroubleshooting printer issues within Windows and LoftwareTroubleshooting roaming profile issues within Citrix MetaframeUsing remote software such as Remote Desktop, VNC, and DameWare to troubleshoot, diagnose, and resolve issues on XP and Windows 7 systems, as well as Windows Server 2003 servers..Troubleshooting VMware and thin client issues using LeoStreamAccessing Unix/Linux servers via Putty to resolve issues with critical servicesMonitoring network devices including Cisco routers, switches, and access points within What's Up GoldMonitoring Application Servers, Mail Servers, and Database Servers using Manage Engine 9Performs appropriate procedures to ensure the security of corporate systems and dataMaintains ongoing communication with customers and support personnel providing timely, accurate and concise updates and resolutions to problemsPerforms initial problem diagnosis, logs and resolves problems or dispatches Level II groupSupports help desk tools by maintaining tables, producing reports, etc. as neededMaintains effective communications with peers, management, and vendorsMonitors and manages tickets, ensuring currency of updates and escalating to management as appropriate Show less

Desktop Support Representative

• Oct 2010 - Apr 2011

Workstation Installs\De-Installs for Major Businesses. Workstation Installs\De-Installs for Major Businesses.

Support Analyst II

• May 1994 - Dec 2009

Specimen Processor

• May 1994 - Mar 1999

Support Analyst II

• May 1994 - Dec 2009

Responsibilities include: Support for all internal/external clients using the Front End Systems In house applications consist of: SIS for order entry, SRS for splitting samples and send outs, LCLS (Unisys) is the main host system, which also sends the patient reports, and LCWS is testing, resulting, releasing results. Total lab support for all users and clients in the field Identify system problems within these applications Provide solutions to the client Problem tracking, control and document solutions using Magic Helpdesk and Infoman products Show less