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Otis Mitchell, II

Otis Mitchell, II

Surprise, AZ

IT Business Applications Analyst


Dignity Health

IT Business Applications Analyst

•Subject Matter Expert (SME) in several healthcare provider data systems.
•Provided support in creating, maintaining, and removing system access for end users.
•Participated in projects involving the development of new IT strategies and infrastructure projects.
•Assisted with the creation, distribution, and completion of ITIL tasks and directives using the REMEDY incident management software.
•Provided Actively engaged in communication requirements to business and healthcare professionals.
•Supports leadership by collecting data, translating business requirements, and presenting using charts and reports
•Provided software installations, patches, and updates for employee workstations
•Actively participates in Incident, Request, Change, and Problem Management directives
•Experienced in troubleshooting and documenting issues in a help desk environment that adhere to defined internal escalation processes
•Regularly works with various levels of I/T users and members of management.
•Participates in projects that involve Dignity Health applications including KRONOS, Lawson, ImageNow, and MS4/AS400.
•Provides support to leadership by providing data and other resources when needed.
•Providing incident management to various levels of I/T.
•Assisted with the creation, distribution, completion of ITIL tasks and directives using ticketing management software.
•Participates in on-call directives and strategy as well as queue management directives in order to meet current service levels (SLA).
•Assists with the programming and function testing of Ceridian time clocks and program troubleshooting.
•Trained in using EZ Cap, SQL Server, and Crystal Reporting software.
•Currently serving as the Tier 2 Liaison to the Financial Systems team.
•Active in creating, maintaining, and editing instructive documentation for applications currently in use.
•Obtained ITIL Foundations Certification in May, 2013

Career medium 02
Career medium 01


Lead Technical Support Specialist

•Website Technical Support Team Lead responsible for the supervision of approximately 20+ I/T inbound Customer service Representatives spread across two different regional offices both physically and virtually.
•Acted as a liaison between clients, management, and subordinates.
•Proactive in seeking out solutions to customer needs by providing quality service, product advice, and product sales by utilizing strong analytical skills.
•Excelled at analyzing and resolving complex customer issues involving PC and Mac platforms for both internal and external customers.
•Utilized various sources of data in order to project business needs in a call center environment.
•Proficient in communicating with all levels of management through email and presentations.
•Actively collaborated with various departments on projects, process improvement ideas, and customer resolution as defined and requested by management.
•Subject matter expert on the website, USAA products, and services.
•Proven record of resolving customer escalations and conflicts diplomatically in regards to various lines of business within the organization.
•Analyzed and successfully implemented new procedures for scheduling, training, and mentoring new and tenured representatives.
•Created and implemented training processes for new hires and tenured employees.



Website Technical Support Specialist

•Utilized knowledge of current enterprise systems, current technology, and the Internet in order to provide outstanding technical support for internal and external clients.
•Provided solutions to client needs by providing quality service, product advice, and product sales.
•Assisted clients by analyzing access and navigational issues involving the company website.
•Involved in special projects requiring the collection of data, testing, and implementation of customer driven process improvements to the company website.
•Collaborated with multiple departments of the organization to resolve customer issues.
•Assisted with various process improvement ideas that were put into production.
•Provided mentoring and coaching for newly hired employees.

Career medium 03

University of Phoenix

Bachelors in Science - Business, Information Systems