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Skills

  • Escalation management
  • ITIL Framework Knowledge
  • Change Management
  • Advanced Troubleshooting Techniques
  • Continuous Process Improvement Strategies
  • Root cause analysis
  • Organization
  • Client-Centered Solutions Delivery
  • Multi-tasking in high-pressure environments
  • Budgets

Work Experiences

  • Attained a 10% increase in customer satisfaction ratings.
  • Configured automation scripts to expedite common troubleshooting tasks, reducing overall support staff workload by 79%.
  • Contributed to a 3% reduction in support requests.
  • Created and distributed guides for Power BI.
  • Collaborated with cross-functional technical teams.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with framework customers to determine their needs and deliver standard service.
  • Conducted regular system health checks that prevented 13 critical failures, ensuring uninterrupted service for Asana.
  • Automated client relations.
  • Achieved 28% user satisfaction.

Summaries

  • Committed to maintaining high-quality support standards.
  • 14 years of experience in Level 1 and 2 support.
  • Willow Application Support Analyst is a multi-talented Willow Application Support Analyst who is consistently rewarded for planning and operational improvements.
  • Decreased inbound support calls.
  • Created self-help documentation.
  • Capable of delivering insightful post-incident analysis reports to stakeholders, helping to optimize future responses and improve client trust in the support organization.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Avoided SLA breaches.
  • Consistently exceeded SLAs across multiple environments.
  • Conducted actionable analyses of ticket trends.

Accomplishments

  • Monitored backend log files to assess and resolve routine errors, decreasing error reporting by 42% across all assigned facilities.
  • Enhanced the troubleshooting process for Power BI by designing knowledge base articles, contributing to a 28% improvement in resolution efficiency.
  • Spearheaded design and updates to the support ticketing process, resulting in a 16% reduction in time to first response for critical incidents.
  • Worked with cross-functional teams to ensure data integrity during system migrations, leading to a 24% reduction in post-migration data issues.
  • Developed script-based automations in the Willow system that reduced manual input errors by 26%, streamlining clinician workflows at Vantage.
  • Provided support for 18 end-users, reducing ticket escalation rates by 40% through detailed knowledge base refinement and targeted user training.
  • Collaborated with developers to identify root causes of recurring incidents in the Willow system, resulting in 50% reduction of support tickets for program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Executed test plans for program, ensuring the stability and compatibility of software upgrades across different client environments.
  • Assisted in the development of a centralized knowledge base for Jira, improving internal documentation and contributing to a 56% decrease in resolution times.

Affiliations

  • American Marketing Association
  • Jaycees
  • Society of Human Resource Management
  • Information Technology Service Management Forum (itSMF)
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • Microsoft Certified Solutions Expert (MCSE) Certification
  • Project Management Institute
  • Certified Healthcare Technology Specialist (CHTS)
  • ITIL Certification – Foundation Level

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Epic Prelude Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in IT Service Management (CITSM)
  • Certified Public Accountant (CPA)
  • Healthcare Information Security and Privacy Practitioner (HCISPP)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Server+
  • CompTIA Security+
  • Salesforce

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