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Amy Huerta

Amy Huerta

Sr. Systems Operations Analyst

Fifth Third Bank

Sr. Systems Operations Analyst at Fifth Third Bank


Fifth Third Bank

Sr. Systems Operations Analyst

Deploy upgrades and fixes for COTS applications
Work closely with BAs and LOB to identify requirements for next generations of the product
Interface with vendors to quickly resolve issues
Maintain and update custom code for internally created applications
Liaison for SharePoint implementation for department
Create and perform change requests
Investigate and resolve incidents and problems
Coordinate and oversee MSSQL database changes for the applications I own
Ensure optimal performance levels
Create scripts to automate login and repetitive tasks

Career medium 06
Career medium 05

St. Elizabeth Healthcare

Help Desk Analyst

Level 2 Support.
o BMC Service Desk Express Administration

Help Desk Duties
o Receive help desk calls, completes level 1 and level 2 type calls, direct tickets and page on-call support for emergencies
o Act as liaison between end user and IS personnel to ensure timely assistance

Knowledge Base
o Maintaining existing knowledge documentation
o Creation of a friendlier version

o Creation and running daily / weekly Crystal Reports from within Crystal and within BMC SDE
o Create SQL queries to pull required metrics
o Coordinate with Jerry to put into a usable format

o Determine when issues are actually problems and work for resolution
o Investigate fixes and share them with other Help Desk personnel
o Encourage proper procedures by fellow Help Desk personnel by example and by documentation
o Train new personnel
o Provide quick learning sessions to existing staff when a weakness has been identified


Clinical Computing

Support Engineer

3rd level support for 3 types of proprietary software for Dialysis (RenlStar, diProton, and Clinical Vision). Troubleshoot installations on SCO Unix, Windows, and AIX systems. Printer installation and troubleshooting.
Troubleshooting proprietary version of Report Manager reports (Borland Delphi).
Modified code written in proprietary language
Troubleshooting ADT, lab and dialysis machine interfaces.
Query and troubleshooting SQL database.
Provide Oncall/Pager weekend/after hours support on a rotational basis

Career medium 04
Career medium 03

Reed Elsevier (LexisNexis)

Support Engineer

Subject matter expert for remote connectivity including Citrix, Windows terminal services, LAN/WAN, RSA token security, Nortel VPN, and Firepass F5. Liaison with the remote access team.
Problem management and timely resolution from initial contact to closure with several technologies such as remote connectivity and Blackberry connectivity.
Blackberry hardware and software troubleshooting; OS installation, updates and patches; Adding / Removing users from BES
Build and maintain Sharepoint Portal including document management, search and workflow processes.
Microsoft client/server troubleshooting including TCP/IP, LAN/WAN, email, Internet/web systems.
Addition/deletion/cleanup of Exchange accounts/ID’s & Active Directory accounts
Provide Oncall/Pager weekend/after hours support on a rotational basis.
Interact with infrastructure, operational and development teams to address: process enhancements and implementation of new projects.


Master Technology Solutions, LLC. (Software Dynamics)

Software Support Specialist

Sales and implementation of terminals, proprietary software for the quick lube industry, and peripherals
Problem management and timely resolution from initial contact to closure of issues
Trainer of proprietary software
Work closely with developers to map best operability for the end user (Java, Visual Basic, .Net)
Modified dbFast code per customer requests
Scripted the installation and updates to the software
Microsoft client/server troubleshooting
Thin client implementation and troubleshooting

Career medium 01
Career medium 01

West Noble School Corporation

Media Technician / Substitute Teacher

Maintain classroom decorum
Follow instructions (verbal and written)
Motivate students
Inventory items (all media items)
Order and Distribute supplies (paper, ink, toner for entire school)
Enter new materials into computer
Maintain collection
Troubleshoot equipment and replace parts (minor repair of overhead projectors, VCR’s, cassette players, record players)
Catalog collection
Produce student news program
Teach editing equipment usage
Create reports (Excel, Word, proprietary programs)
Assist research projects
Coordinate schedules of classes coming to the media center
Troubleshoot printer problems (dot matrix, inkjet, laserjet, copiers)
Maintain volunteer schedule


Sinclair Community College

1 year, Applied Science Computer Information Systems User Support Concentration