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Skillful Service Desk Analyst resume

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Professional Summary
Seasoned Credentialed EPIC professional with over 10 years of experience in consulting and building, in a variety of health industries. Extensive experience in training, go-live, and end-user program. Continually exceed expectations by creating strong client relationships and works well with people at all levels of the organization, including stakeholders, customers, and vendors.
  • Epic Consulting Specialist
  • Training/Builder
  • Health IT
  • End-User Design Experience 
  • Go-Live Command Centers
  • Troubleshooting

  • BI Solutions
  • QA Checks
  • Scheduling & Billing
  • Proficient in Clindoc
  • Client Management 
  • Excellent Verbal & Written Communication
  • Certified Epic Inpatient Clinical Documentation Analyst - Feb  2018 (2017 version)
Work History
R. Epic Service Desk Analyst 01/2017 to Current
HCTec Atlanta, GA
  • Participating in end-user design and validation meetings, and supporting roll-out of new implementations in end-user acceptance testing, design of training modules, integrated testing, and command center support, while populating databases during the initial system build with assistance from epic.
  • Supporting go-live command center support activities and working with the ITS teams in the system design, build, and validation process, and coordinating the creation of a go-live support plan for applications and sites by sharing on-call support, monitoring help desk tickets, and designing enhancement and optimization solutions, while providing remote epic and technical go-live support for four concurrent clients.
  • Diagnosing, troubleshooting, and coordinating the resolution of problems and issues with epic and technical critical issues, utilizing service now, excel spreadsheets, and track-it ticketing systems as an escalation point within the help desk, and when needed, escalating to tier II.
  • Providing complete and consistent documentation using BIMD accepted processes and tools, leveraging data acquired from multiple data sources including epic modules and hyperspace tools including epic radar dashboards, epic reporting workbench reports, patient experience survey systems, third party payor claims, record viewer, registry monitor, registry editor, and rule editor.
  • Designing BI solutions that best meet the customers' requirements and business goals, helping providers care for populations and drive change, while considering factors such as needs of internal and partner sites, variations in data sources, availability of external data, BI tool functionality, clinical integration, extensibility, and maintenance costs.
  • Facilitating the installation and implementation of hardware equipment between IT, patient care, and business process teams, and partnering with the data governance program to develop a library of metrics, value sets, and analytics solutions, and reporting assets produced by work assignments,.
  • Identifying, coordinating, and working with leadership on system updates and changes, associated business processes, data availability, structure, relationships, and potential process improvements to support clinical information and meet business needs.
  • Performing QA checks and providing reports on service desk agent calls, and working with business partners to determine the accuracy of value sets used in business rules, performing SQL queries of epic clarity, caboodle, and data warehouse for data validation, capture, and development activities reports.
  • Working closely with technical developers and application team to ensure the technical solution meets the business requirements, including evaluating business logic and data transformation in ETL, as well as hyperspace CER rules.
  • Facilitating working sessions and training on integrating to help providers care for populations and clinical leaders drive change, working with clinical and business users, clinical leadership, project team members, and functional partners such as hospital finance.
  • Acting as a coach, mentor, and resource for colleagues with less experience, and coordinate training material creation to train new and existing analysts on ticketing and client and organization policy and procedures.
  • Scheduling and leading project team meetings, assigning project tasks to team members and following up to ensure that tasks are completed on schedule, as well as completing and providing project progress reports and escalating any roadblocks.
  • Supporting epic's billing applications as well as other business applications requested as a member of the clinical information systems team.
  • Designing learning objectives, storyboards, and other training design methodologies used for training deployment to optimally combine WBT, ILT, and other deliverable training content, as well as overseeing creation and set-up of training infrastructure for careconnect applications.
  • Designing and conducting periodic data audits with users, analyzing and recommending changes to realize the benefits derived from the systems, and coordinating change management.
  • Developing epic clarity and epic CDW analytical solutions using SAP business objects web intelligence, crystal reports, and tableau.
Court Process Server 01/2014 to 01/2017
GPS Of Georgia Atlanta, GA
  • Meeting with employer to receive assignments, review instructions, and verify due dates, as well as conveying general messages and wide-ranging official documents between courts and lawyers when needed.
  • Collecting papers to be served from the court clerk magistrate or attorney, which include court processes and orders such as summonses, complaints, subpoenas, restraining orders, or eviction notices.
  • Locating the individual to be served, using county, state and city records, telephone directories, or public utility records, and delivering the document by traveling to the home or office of the person being served.
  • Logging a report for each assignment with the notes taken prior to serving the papers, and a summary of the results, such as location, time, and date of delivery and whether or not the person accepted the documents.
  • Delivering actual evidence that the legal papers were served by providing an affidavit of service, which is then notarized and given to the individual or company who required the papers to be served.
  • Responding to telephone queries in customer care, as well as assisting in telephone responses for data entry queries, as well as generating invoices and correspondence for clients for the purpose of tracking documents and billing.
Front/Back Office Medical Assistant 01/2014 to 01/2014
ENT Institute Atlanta, GA
  • Scheduling and canceling patient appointments, calling or faxing prescriptions to pharmacies, handling and routing office mail, answering phones, and performing billing tasks, as well as ordering supplies and inventory when needed.
  • Greeting patients and obtaining personal information such as address and insurance information to get insurance pre-authorizations, as well as compiling patient charts and filing them appropriately.
  • Checking a patient's vital signs including blood pressure, pulse, breathing rate, temperature, performing a physical exam, and obtaining the patient's medical history, as well as measuring height and weight using EMR.
  • Performing allergy tests and administering allergy shots, as well as collecting and processing specimens for laboratory testing, including blood and urine, and packing and shipping samples to their appropriate destination.
  • Getting the patient ready for testing, treatment, and procedures that the doctor may perform, following doctor and institute protocols, and printing the collected data, remove any testing equipment from the patient.
  • Assisting physician with in house exams and surgery procedures, maintaining sterilization and cleanliness of medical instruments, as well as removing stitches, staples, providing wound care and changing dressing, and administering oral and injectable medications.
  • Entering data from monitoring and tracking systems such and vaccine and medication refrigerators, sterilization devices, and other quality or safety data, scheduling repairs and maintenance as needed.
Epic Ambulatory (Wave 3) 10/2016 to 10/2016
Spartanburg Medical Center
  • Providing elbow support for front desk staff, nurses, and providers in an ambulatory oncology setting, as well as dispensing training to new staff and refresher training to billing staff, and being available as a mentor.
  • Managing the epic resolute professional billing and claims application to manage outpatient billing for the revenue cycle of physician practices, as well as epic cadence to schedule patients and epic prelude to provide patient registration, address verification, and HIPPA compliant eligibility tools, ensuring accurate billing.
  • Assisting with the design, development, system configuration, implementation, and support of information systems for the organization, working with the team and key customers to ensure appropriate planning, development, training, and implementation of application functionality.
  • Reviewing module enhancement specifications incorporating standardization guidelines into tailoring specifications and performs integration tests on delivered enhancements, as well as providing timely and accurate documentation.
  • Tracking where each piece of data within a respective workflow originates, contributing to quality outcomes and claims, as well as coordinating issues which arise during a project, acting as the primary support contact for each application area.
  • Working directly with the implementation and ongoing support of electronic medical record systems, including inbasket, documenting on flowsheets, MAR, creating AVS and encounters, utilizing smartsets and smartlinks in provider notes.
  • Scanning and organizing a preference list of medications, blood, and regular and chemo orders, while abiding by all company and departmental policies and procedures and safety guidelines, as well as adhering to activities that support epic good install and good maintenance criteria including change management.
  • Leading project as assigned by department manager, while working collaboratively with other IT group members, other department teams, and end users to ensure optimal application functionality and efficient and effective implementation of project solutions.
  • Participating in and coordinating status meeting and conference calls as needed, documenting proceedings, as well as providing input into preparation of project plans and giving presentations to internal staff and clients.
  • Understanding and supporting service level agreement for issues resolution, participating in root cause analysis and problem solving activities to improve customer service.
EPIC Clindoc Credentialed Trainer 08/2015 to 02/2016
Greenville Health Systems Greenville, SC
  • Working with instructional designers to update and test training curriculum including classroom exercise workbooks, to fit a broad range of end user roles and knowledge, utilizing computer based training modules, powerpoint, and an in-depth understanding of the respective EHR applications.
  • Instructing individuals or groups in a variety of subject matter areas using a tailored curriculum which includes client specific customization and workflows, client culture and processes, in addition to the epic technical content, and orientation to financial, clinical, and general desktop applications.
  • Providing classroom and customized one-on-one training for end users and super users, utilizing adult education principles and creative teaching strategies, while managing learning management system to maintain classroom roster and attendance.
  • Assisting with the design of the training for EPIC clindoc module for medical providers support staff, providing on-site, real-time support during software deployment and implementation, and troubleshooting any problems.
  • Facilitating communications around go-live periods to respond to questions from end users, and elevating issues to the appropriate leads, command center, or help desk support.
  • Translating departmental requests into business functional requirements, performing financial analysis, business plans, and impact assessment, and formulating and developing recommendations for new and modified systems that meet client and internal project requirements.
  • Supporting internal customers in such functional areas including nursing, ancillary departments, physician practice, patient accounting, medical records, finance, human resources, purchasing, sales, and contracts.
  • Hiring and training the right credentialed trainers, while continuously evaluating the learning and competencies of each trainer.
Medical Assistant: 2008 Sanford Brown College -

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Job-winning Service Desk Analyst resume

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High-performing, strategic thinking healthcare QA Manager with 10 years of extensive experience. Adept at implementing operational and functional process improvements while consistently adhering to the highest level of State and Federal regulatory guidelines.Encompasses expert clinical and assessment skills, computer savvy with exceptional writing, presenting, and interpersonal communication skills. 
  • Exceptional Leadership/Managerial Skills
  • Process Improvement
  • Training and Development
  • Quality Assurance
  • State and Federal HIPAA Compliance Regulations
  • Clinical EHR Expertise
  • Exceptional Interpersonal Skills
  • Superior Oral and Written Communication Skills
Clifford W Beers Clinic New Haven, CT Asst. Manager of Quality Management 01/2017 to Current
  • Identifying gaps and providing solutions for performance and implementing improvements within and outside the EHRs to enhance Clinical QI/QA efforts.
  • Working with EHR/EMR vendor and clinical programs to develop workflows that ensure quality.
  • Co-facilitating team and other staff departmental meetings as needed.
  • Overseeing the quality assurance efforts within the quality management team, including monitoring the accuracy of reporting and EHR building and maintenance.
  • Supervises and monitors the team's progress and workflow to ensure deadlines are met and stakeholders are satisfied.
Clifford Beers Clinic Quality Management Assistant/ Lead Trainer 08/2016 to 01/2017
  • Consults with Electronic Health Record (EHR) vendor to address and manage issues, optimize performance and functionality.
  • Works with program directors and stake holders on the development and evaluation of program-specific regulations, policies, quality assurance measures and standards.
  • Coordinates development of program and role specific help documentation, including visual aids, and reference guides.
  • Implements operational automation, tests software enhancements and functionality for release within EHR increasing work efficiency.
  • Responsible for providing quality training for all staff on how to use the EHR and their specific programmatic procedures within the EHR so they can provide optimal care.
Clifford Beers Clinic HIIM Assistant 04/2016 to 08/2016
  • Provided technical assistance to clinical staff to ensure compliance and quality assurance maintaining a 98% auditing rating.
  • Provided prompt and courteous support to staff concerning technical and workflow issues.
  • Conducted internal audits to assure compliance with quality measures set forth by Medicaid standards.
  • Identified gaps and provided solutions for performance improvement, strategies/ interventions and service utilization 
  • Trained staff on EHR procedures, programmatic expectations, and oversaw corrective action plans as needed.
Univ. Pennsylvania Health Systems Service Desk Analyst 03/2015 to 08/2015
  • Provided front-line diagnosis and support for all Information Services problems and/or requests for service.
  • Determined the best resolution workflow from scripts in the Help Desk knowledge management system.
  • Executed key phases of resolution workflow including problem receipt, triage, resolution and closure.
Clifford Beers Clinic Quality Assurance Assistant/ EHR Help-Desk Manager 03/2013 to 12/2014
  • Managed Help Desk by triaging and troubleshooting technical support issues in Electronic Health Record (EHR).
  • Consulted with EHR vendor to address and managed issues, optimized performance and functionality.
  • Consulted with clinical staff to rectify EHR problems.
  • Conducted internal audits to assure compliance with quality measures set forth by Medicaid standards. 
Catholic Charities Administrative Assistant 08/2011 to 02/2013
  • Collaborated with the Director of Housing in assuring quality tenant services by maintaining quality assurance standards for 5 different housing programs.
  • Produced timely monthly statistical reports of case contacts and progress to Program Director.
  • Created an assessment tool that collects information on all aspects of client's life, including strengths, employment, mental, physical and bio-social health, legal and financial, substance abuse and treatment history. 
  • Served as interim Director for 3 months in absence of a Director & Assistant Director Responsible for the completion and submission of quality assurance reporting to various entities.
Catholic Charities Housing Case Manager 03/2009 to 08/2011
  • Developed, implemented and monitored individualized service plans with each resident in agreement with the resident and other service providers.
  • Established a consistent schedule of case review contacts with residents to foster the development of a trusting relationship that increased resident's sense of social support and affirmed their personal strengths and abilities.
  • Linked residents to services provided by community based organizations such as peer support groups, legal services, clinical mental health services, and entitlements.
  • Participated in State implementation of pilot housing program for repeat offenders.
Refocus Outreach Ministry, Inc Bridgeport, CT Office Manager/Assistant to Director 07/2008 to 09/2009
  • Presented company information and contracts to Board of Director members and served as point of contact.
  • Supervised student intern on various projects.
  • Completed grant management course and assisted in grant writing. 
  • Served as agency representative on various boards and committees 
Lindley Habilitation NC Habilitation Technician 03/2006 to 05/2007
  • Provided one on one care for children and adolescents with developmental and/or physical disabilities Administered medication, tube feedings, and tracheal maintenance Bathed, fed, diapered, clothed and assisted clients with daily living skills Addressed specific goals from a treatment plan of care specifically written for that individual Accomplished goals by working with the client to help develop sensory-motor, social, and behavioral skills.
Bridgeport Hospital Bridgeport, CT Dietary Aide 11/2001 to 01/2005
  • Participated in room service implementation and conversion to diet office call center automation Took patient meal orders over the phone and input into micro-touch food service software Consulted nurses and hospital records regarding patient diets.
  • Prepared patient trays according to patient menu and dietary orders Demonstrated understanding of dietary restrictions for modified diets and outlined diet restrictions to patients.
Education and Training
Master of Arts: Industrial-Organization Psychology University of New Haven, West Haven, CT, United States
Expected grad date May 2019

Bachelor of Arts: Psychology 2008 Winston-Salem State University Football Field, Winston-Salem, NC GPA 3.65
Certificates Department of Mental Health and Addiction Services Completed 65 hours of training and education
Certificates: Professional Development Fred Pryor Learning Solutions Various completed courses enhancing professional development skills.

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Experienced Service Desk Analyst resume

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  • Project Planning Business Intelligence Business Process Improvement Business Strategy Business Process Business Development Application Lifecycle Management Application Management Services Application Performance Management Application Support Management Incident Management Incident Investigation Incident Handling Incident Reporting Major Incident Management Accomplishments Collaborated with teams to ensure smooth work flow and efficient organization operations.
  • Collaborated with small team to design and implement enhancements for 14 projects which resulted in a revenue increase of 30%.
  • Technical Support: Ensured customer satisfaction by providing online technical support.
  • System Integration Aligned office departments and increased inter-department communication and data sharing.
Professional Summary
Experienced Computer Systems Analyst with diverse industry experience in healthcare, insurance and government. Professional expertise includes systems applications, disaster recovery planning and information protection analysis. Talented IT Systems support with solid background in Information Technology. Works well alone and as part of a team. Project Manager Experience with managing a team in order to attain the customers' needs and keep costs down by working smarter not harder and finding ways to minimize loss. Effective communicator with strong technical documentation skills. IT specialist with more than 12 years' experience with data communications and business. Motivated and customer-oriented. Senior Systems Engineer/ Project Manager/ Incident Manager, Troubleshooting ,Technical Support, Active Directory, Networking,
  • Desk, Support, Disaster Recovery, Call Centers, Project Management, System Administration, Microsoft Exchange, Software Installation, XP, Information Technology, BMC Remedy, Lotus Notes, Team Building, Business Analysis, Windows, Team Leadership, Hardware,, IT Service Management, IT Management, Direct Sales, Sales Marketing, Mergers & Acquisitions, Divestitures, Risk Management, IT Strategy, Project Planning, Business Intelligence, Business Process Improvement, Business Strategy, Business Process, Business Development, Application Lifecycle Management, Application Management Services, Application Performance Management, Application Support Management, Incident Management, Incident Investigation, Incident Handling, Incident Reporting, Major Incident Management
  • Qualifications
  • Software/Hardware
  • Operating Systems: Windows OS-MFT, DOS-VM
  • Software testing & programming
  • Excellent problem-solving abilities
  • Hands-on and proactive
  • Internet/Intranet development utilizing dynamic HTML, /XML
  • Strong working knowledge of Windows operating systems
  • Comfortable with change
  • Ability to work well within teams and foster teamwork
  • WebDesign:HTML,XHTML, Dreamweaver, Flash, Photoshop,
  • Database Administration: MS SQL, MySQL, Oracle, Crystal Reports
  • TCP/IP protocols and applications
  • Information security
  • Operating Systems: Windows 7, XP, Vista, Windows 2003, Windows 2008
  • Strong project management skills
  • Remote access technologies: (VPN, dial-up, terminal services)
  • Extensive background troubleshooting XP, Outlook and VPN Microsoft Exchange
  • Software Installation
  • Information Technology
  • Lotus Notes
  • Team Building
  • Business Analysis
  • Windows Platforms
  • Team Leadership
  • Hardware
  • IT Service Management
  • IT Management
  • Direct Sales
  • Sales Marketing
  • Mergers & Acquisitions
  • Divestitures
  • Risk Management Perl, SQL, C, C++, DNS, DHCP, FTP,JAVA,HTML 5.0
  • Corel Draw
  • Adobe Photoshop
  • Adobe Illustrator
  • Adobe in Design
  • Quark Express
  • Multi Ad Creator
  • Power Point
  • Word
  • Excel
  • Power Managed Health systems (Power MHS)
  • I-Track
  • I-View
  • CPF
  • XP-Technical Coach Database
  • X-Net
  • X-Porter
  • Pharm Sim
  • Viper-Proclaim
  • I-Care
  • Argus
  • Argus GUI
  • Focus
  • Helpdesk Tool
  • Lotus Notes
  • Horizon Call center 7
  • Afaria
  • Sibel
  • Cisco VPN
  • Lotus Notes
  • Encryption plus hard-disk
  • Windows xp
  • Vista
  • Windows 7
  • Windows 8
  • Windows Server 2008
  • Sales Force Admin
  • Afaria Administrator
  • Mobile Express
  • Blackberry Bes servers
  • Balckberry Rim
  • Zyair routers troubleshooting
  • Linksys Routers troubleshooting
  • Formware/Inputaccel EMC
  • Kodak
  • IBML Imaging.
  • Microsoft SQL Server Database Manager
  • Active Directory
  • Terminal Services
  • Damon Net Op remote control
  • Cyber fusion
  • Cold fusion
  • True Crypt
  • RSA-Administration
  • Active Directory
  • Microsoft Exchange
  • Airwatch support & Administration
  • SAP Administration
  • DRA Domain Resource Administrator Sanofi Aventis
  • WARP (SCCM) Admin
  • Remedy and Promise ticketing systems
  • NA Track wise
  • WebEdoc platform, Qdoc, IS Edoc, Clinical Edoc
  • NEXTS system Admin,
  • EGate, ERoom, EPerformance,
  • Impact Polaris,
Work History
Senior Systems Engineer/Project Management/Incident Manager Sandvik Materials Technology - Clarks Summit, PA 12/2013 - Current
  • My current role is a split between Production IT and Global Incident Management.
  • In my IM role I monitor and access.
  • We work quickly with the team to resolve all P1 and P2 tickets Globally for Sandvik AB in SDM.
  • We resolve these Incidents by means of collaborating and team work within IM and SIMA Situation Management for IBM Denmark.
  • We always strive to do better and look for ways to excel.
  • My production IT is just to keep production running and fix what needs to be fixed.
  • We also try to develop ways to prevent future issues from taking place by using a track and trending method along with risk analysis.
  • We are trying to make our role more proactive instead of just being reactive when stuff breaks.
  • Project Management- Managed Capital investments to completion for Sandvik Materials Technology.
  • Capital project/investment 1 was The full Fiber and Lan upgrade of SMT.
  • Phase 1- The full Fiber and Lan upgrade.
  • Phase 2- The cabling and all of the meetings and coordination of services and vendors.
  • Phase 3-Hardware assembly and programming assisted the Network team.
  • Phase 4- Building the side by side Network and testing for Optimal performance, Redundancy, Latency, over all Integrity and dependability.
  • Phase 5- Implementation of all Cisco Network switching gear, new Fiber to core and distribution points and then out to the access levels.
  • Phase 6- Final testing on new network and all cutover points.
  • The testing was based on the following: Optimal performance, Redundancy, Latency, over all Integrity and dependability of the new Network.
  • The other was the IT related activities for a Divestment Project with Sandvik Springs to Lesjofors Springs Inc.
  • I was responsible for multiple parts of the IT portion of this Divestment.
  • Along with all of the project work for this I also worked with the Lesjofors IT staff to help them to complete their Network cutover and the rollout of their server here in the US.
  • Managed and handled the IT Projects and Implementations for 9 sites globally for Global Shared Services.
  • I also handled anything and everything IT related.
  • Coordinate projects to completion phase.
  • Train any new team members.
  • Develop process improvements with in the IT area for better tracking of assets.
  • I also streamlined the old process for customer and client interaction and re-developed the working sheet we use to make it more effective and more applicable.
  • Managing a roll out phase from Windows XP to Windows 7 and all of the applications that come with it.
  • Currently supporting 9 SMT sites globally.
  • Working with each site to build project plans for improvements.
  • Building action plans to accomplish all of the goals by site.
  • Working with global business (BIO) to always attain the needs of each site in a timely manner.
  • Ensuring that we always find ways to better the systems we use and to make the processes we have in place very user friendly to maximize optimal performance after upgrade/migrations.
  • Building Risk analysis for the business around old and out dated software/hardware that is still Production Critical in today's use.
Service Desk Analyst NA IS Sanofi Pasteur - Swiftwater, PA 07/2013 - 12/2013
Analyst and Lead Sanofi Pasteur - Swiftwater, PA 03/2013 - 06/2013
  • Assist customers with any and all of the following
Support Analyst Endo Pharmaceuticals C3i Living Life Sciences - Wilkes Barre, PA 03/2012 - 03/2013
  • for Endo Pharmaceuticals Sales Reps in the Field.
  • Laptop Hardware and Software support and Ipad software support.
  • Trouble shoot and fix issue with their CRM sales tracking system and the Galaxy reporting system.
Level- I Helpdesk Analyst C3i Living Life Sciences Sunovion, Vertex, Regeneron, Endo, Alkermes - Wilkes-Barre, PA 12/2011 - 03/2012
  • Strategic Accounts.
MichaelParanich HelpDesk/Testing Analyst Diversified Information Technologies Inc 10/2008 - 11/2011
  • IT Hardware Integration\RIS Systems Creation and Deploy IT Project Management-Service Ops.
  • Managed a team of 5 people to attain the needs of the client and ensure that all project work was completed.
  • Combined/ACE/ESIS/NAC/Intracorp/Cigna/NorthShore/Umass Business Analyst excel, access, SQL, Implementations/conversions/functional requirement writing.
Firestop/Energystar/Draftstop Technician Insulation Installer Kal's Insulation - Barre, PA 09/2007 - 12/2007
EDI/PRV Claims Processor EDI/PRV back-up Technical coach Cigna Healthcare 09/2007 - 08/2007
  • As a back up TC for EDI my duties included, handling all escalations for my team sending emails to field claims offices.
  • Input claim escalation resolution in to the Tech Coach Data base.
  • Creating SOP/Job aids tracking errors and trends.
  • Initiated weekly EDI huddles, gave floor support and side by sides as needed.
  • I Created provider/vendor spreadsheets to house all high risk accounts, big groups, and other misc.
  • providers.
  • CSA II-Customer Service Assoc.
  • for inbound call center based on medical benefits inquires.
  • CSA II- Customer Service Assoc.
  • for Cigna Pharmacy service center answered inbound calls related to member Rx plan inquires.
Master Craft LLC 08/2007 - 09/2007
  • Job description-Framing, Remodeling, Plumbing, Heating, Flooring, Electrical, Painting, finishing and trim work.
Sub-contractor Landcrafters Inc 08/2007 - 09/2007
  • Job description-Landscaping, Hardscaping, waterfall creation, outside effect lighting.
Level- II Helpdesk Analyst Diversified Information Technologies, Inc C3i Living Life Sciences - Scranton, PA 01/2007 - 10/2008
  • Eisai Hardware/Software Depoly and support Beso Support/Balck.
  • Berry setup deploy,Lotus Notes 8.0.
  • Soil room attendant-Sorted out dirty resort laundry and bedding.
General Dunmore High School 01/2001
Graphic Layout Artist The Scranton Times 09/2000 - 08/2001
Dunmore Cemetery Assoc 06/1997 - 08/1999
  • Summer work Maintence Grounds keeper, crypt cleaner.
Print Graphic Support Network Security
  • Successfully trained 25 employees to use new operating system.
  • Quality Control Increased company productivity by 15% through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.
  • System Integration Established compatibility with third party software products by developing program for modification and integration, decreasing costs by 18%.
  • Requirements Analysis Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.
  • Business Analyst excel, access, SQL, Implementations/conversions/functional requirement writing.
  • Project Management Coordinated with third-party development team on engineering and professional service activities and tasks.
  • Problem Resolution Responsible for support and development of company disaster recovery plan.
  • Served as advocate for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.
  • Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links.
  • Managed all clients network LAN/WAN hardware including routers, switches, load balancers and wireless networking equipment.
  • Network Support Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.
  • Oversaw infrastructure of three offices and acted as support for help-desk technicians and IT Department.
  • Proofread and edited all presentation materials prior to send-off to ensure accurate reporting of company data.
  • Collaborated with marketing and business development groups for collateral needs by creating page layout designs for flyers, data sheets, CD covers and other printed materials.
IT Project Manager Senior class president Senior Editor and chief
  • The Visual Grand Champion Award, twice The visual Champion Award, 5 times A DAD to my son Jacob The Eisai POA conference I attended on 6-16 to 6-19-2008 in Chicago IL.
  • The Eisai POA conference I attended on 10-10-2008 to 10-14-2008 in Orlando FL.
Graphic Artist Certification Graphic Communication & Design Technologies - Scranton, PA
Senior Analyst MetLife
  • Blackberry Migration/Generalized troubleshooting, Besadmin, Migration from Lotus notes to MS Outlook Pro 2010.
Consultant Mike PARANICH - C3i, Inc
  • Regional Service Delivery - Americas * End User Services GIS - Global Infrastructure Services TEL: .
ISO Train, *DISC MetLife EGA
  • Brain shark support, Icert deploy systems, MOCS, Lync, Current Projects/Jobs IT/Support/IBML Support/Netview Support/Testing Analyst IT Hardware Integration\RIS Systems Creation and Deploy IT Project Management-Service Ops.
  • Cigna/ACE/Imaging Current Project list as of 1/11 IBML on-boarding (establish the project for scanning on the IBML scanners/setup and support) for the following new clients.
  • AXA_SOD , Fortune ,Sanofi ,Lattise ,Deckaleck, Promethesis, Promotech Batch checker revamp moving it from Python to Perl script (to make it usable for all we do-(In progress) page revamp 1/7/2010-complete FW/IA Test monitoring process revamp 11/30/2009-complete.
  • Cigna International-claims research and support/testing Cigna E277 & 997-claims research and support/testing Cigna (POAP)-claims research and support/testing Exported 837- Mark's tool/deploy/integration/support/testing Cigna (NAU)-claims research and support/testing Cigna Segewick-claims research and support/testing Cigna Redwood-claims research and support/testing Cigna -claims research and support/testing Intracorp -claims research and support/testing IBML -error logging and support/testing ACE/NAC -claims research and support/testing ACE/Combined-CICA -claims research and support/testing ACE/ESIS-claims research and support/testing Fidelity-claims research and support/testing Lackawanna Insurance Group-claims research and support/testing Sanofi Pasture-Data transfers Unitrin -claims research and support/testing Unitrin regional claims -claims research and support/testing Kodak I1860-Support/Integration Wicks & Wilson 5100-Support/Integration Metlife Remedy systems change management supervisor.
  • Box Deletion Tray Deletion SQL querries using Microsoft SQL Server Management Studio.
  • Orphans Batch Lists,Cigna,IntraCorp.
  • Bearing Point batch flagging/fixes.
  • FPL batches changing indexing values.
  • PRS batch analyzer.
  • FW/IA 5.3 testing project.
  • Label creation walk thru for Netwolf.
  • RIS-systems creation for business needs.
  • FW/IA 5.1 testing systems analyst FW/IA 5.1 production systems analyst FW/IA 5.3 testing systems analyst FW/IA 5.3 production systems analyst Systems software solutions/update/push Trouble shoot File Transfer errors.
  • systems support Metro/Remoteadmin Bug Tracker Analyst.
  • Help Desk call tracking DBS.
  • Netview/Intrgration/deploy/support MetLife-Intrgration/deploy/support MetLife Projects-IT/CR review/intrgration/deploy/support (William Murtha Manager, Index and Data Capture Services).
Associates Degree: Computer Science University of Scranton - Scranton, PA 2013
Computer Science
Bachelors: Computer Information Systems Computer Science/Programming Computer Science Computer Science & IT Business Administration Computer Information Systems Computer Science/Programming Computer Science Computer Science & IT Business Administration
Currently in the process of going for my Comp TIA+ Certification. *Also in process of my CCNA and my C++ Certification
Additional Information
  • Honors Honor roll student for 4 years (NVTHS) National Vocational Technical Honor Society at the Career Technology Center of Lackawanna County currently Alumni member. First Place Award, The Pocono North East Economic Development Council for photo enhancement first place photography award, 2001 reflections program (The Tripp House). *Cigna Healthcare Service Operations Circle of Excellence Gold "2003" Cigna Healthcare EDI/PRV MVP Award for outstanding performance and dedication to the highest standards of Excellence. Cigna Health care award for perfect attendance in the 4th quarter of "2003".