Description

Professional Objective

Seeking a position where my expertise, knowledge, and experience will meet the needs of the organization. Possess effective communication skills to work independently, collaboratively, and proficiently with individuals at all levels, while exercising sound judgment and decision making. Demonstrates the capability of developing strategic solutions that adhere to the relationships with existing internal and external clients and business partners.

Fields of Expertise

·   Six Sigma Master Black Belt

·   Business Solution Consultation

·   Workflow Process Implementation

·   Process Improvement

·   Confluence

·   Jira ServiceDesk

·   Data Analysis

·   ServiceNow

·   SalesForce

·   Project Planning

·   Disaster Recovery

·   Broker and Account Manager Relations

·   Procurement & Vendor Relations

·   Diagnostics, devices, imaging, delivery

·   Informatics, mobile devices, console devices, 3D technologies; systems design

WORK EXPERIENCE

Prolacta Bioscience – Duarte, CA                              4/22/2019-Present

Helpdesk Technician II

·        Resolve Helpdesk tickets in Zendesk and Jira ServiceDesk throughout the organization.

·        Create, maintain, and edit departmental knowledge base and best practices in Confluence.

·        Co-Led Phone Migration Project to Jive cloud-based phone and VoIP system.

·        Serve as Liaison between Helpdesk Team, Agile/Scrum Team, Infrastructure Team, Software Developers.

·        Co-Lead Network Patch Project to ensure efficient communication between Manufacturing Department and Clean Rooms.

·        Administer Office365 (formulating migration to Exchange 365); Windows 10 & 7.

Kaiser Permanente – Burbank, CA                              7/19/2010-3/15/2019

Lead IT Support Analyst

Client Services Support

·        Recommends and advocates for additional data and/or services needed to address key business issues related to processing or solutions design.

·        Reviews evaluates and prioritizes value gaps and opportunities for process enhancements or efficiencies.

·        Influences solution design by providing insight and consultation at design sessions with IT teams to help translate requirements into workable business solutions.

·        Use report data from issues reported by end-users to identify operational trends and areas of impact within all Sales & Account Management applications and functions.

·        Created strong cross-functional relationships with NPS/Underwriting, Benefits Departments, SalesConnect/SPAS Application Management team, and SPAS IT partners

·        Facilitate Bi-Weekly Engagement Meetings with Broker Partner Reporting Systems (BPRS) Application Management Team regarding on/off cycle releases, broadcasts, and continuous process enhancements.

·        Remove system-generated errors/status codes during the processing of Rate Quote Requests (RQR) which yields accurate and complete rate calculations from Underwriting.

·        Advise users on validation checks that will prevent the processing of a Purchaser Advice (PA) which are specific agreements negotiated between customers and Executives/Account Managers for new sales, renewals, or breakaways.

·        Managing contacts, selling to a purchaser, [de]provisioning users within a timely manner upholding SOX Compliance standards. Applications used daily are (in order of exposure and usage): SPAS, SalesConnect, BPSoR, CIMP, SMU/AMT, SPM/Chrysalis.

·        Supports and assists with the documentation of workarounds for the problem

records and changes to proactive processes.

Platform Management & System Administration

·        Provide in house and remote technical support to end-users on and off-site; diagnosing common system and network problems on Windows (i.e. password resets in Active Directory, etc.); and application support (i.e. Pivot Tables, formulae, and graphs in Excel, How to Import/Export Data, etc.)

·        Configure users’ Lotus Notes email accounts and instant message access on the Lotus Notes Domino and chat servers. Also assigning users and granting permissions to mailboxes on various applications servers in Lotus Notes.

·        Set up new user accounts in Right Fax to all KP regions with appropriate permissions assigned in Right Fax Enterprise Manager

·        Field technical support inquiries via phone, email, instant message, and walk-in and document system and/or application events in Track-It. Recommends course of action and implement as approved.

·        Serves as a liaison with KPIT and National Help Desk–Corona for escalated issues (i.e. Wireless Security Upgrades and Updates, moving a new user to appropriate domain tree, etc.)

·        Facilitate bi-weekly Analyst meetings to keep abreast of any new developments (i.e. new user setups, new servers online, patch updates and releases, outages, and application purchases/rollouts.); help further build the departmental knowledge base.

Britstan Technology, Inc.– Burbank, CA Kaiser Permanente 10/06/08-6/04/2010

Systems Administrator Marketing and Sales Systems

·        Assist end users’ with VPN access, Cisco Wireless Network Access, Network drive Data access on Windows 2000 Server, mapping user share drives with accompanying read/write permissions.

·        Configure users’ Lotus Notes email accounts and instant message access on the Lotus Notes Domino and chat servers. Also assigning users and granting permissions to mailboxes on various applications servers in Lotus Notes.

·        Field technical support inquiries via phone, email, instant message, and walk-in and document system and/or application events in Track-It. Recommends course of action and implement as approved.

·        Provide in house and remote technical support to end-users on and off-site; diagnosing common system and network problems on Windows (i.e. password resets in Active Directory, etc.); and application support (i.e. Pivot Tables,  formulae, and graphs in Excel, How to Import/Export Data, etc.)

·        Provide maintenance of workstations, servers, networking equipment, and other supporting hardware.

·        Troubleshoot network printers and ensuring user accessibility. Create Remedy tickets for mechanical maintenance in the event of a malfunction.

·        Serves as a liaison with KPIT and National Help Desk–Corona for escalated issues (i.e. Wireless Security Upgrades and Updates, moving a new user to appropriate domain tree, etc.)

·        Build, image, and deploy Windows desktops and laptops, and applications.

·        Participate in Systems Administrative meetings to keep abreast of any new developments (i.e. new user setups, new servers online, and application purchases/rollouts.), help further build the departmental knowledge base.

Education

1/06 – 5/09 University of Phoenix Woodland Hills, CA

Bachelor of Science in Finance May 2009

Associates of Arts Business Administration Degree July 2007

3/00 – 3/01 Master’s Institute of Technology via Web San Jose, CA.

Studied Systems Administration with 3.5 GPA

Pursued certifications in A+, Novell, MCSE, CISCO Routing

8/97-12/98 California Maritime Academy Vallejo, CA.

Completed 41 units in Marine/Facilities Engineering Technology

Trained as a Merchant Marine from 4/98-7/98

Played two years of College Basketball 1997-1999

8/90-5/94 Mt. Carmel Preparatory School Chicago, IL.

Nominated for two years in a row for “Who’s Who” among America’s High School Students: 1993 and 1994.

Four-year member of the German Club

Played four years of High School Basketball 1990-1994

Certifications: Six Sigma Master Black Belt Certification via Six Sigma Institute

CompTIA Security + Certification in progress

Languages

Beginner to intermediate German, Arabic, and American Sign Language

References

Spencer Bethel Sr. Data Consultant Kaiser Permanente

Spencer.K.Bethel@kp.org

626-354-2641

Juliet D.Tengco Account Manager

Juliet.D.Tengco@kp.org

619-542-7288

Royce Rice Sales Executive

roycer@sbcglobal.net

310-382-6175