IT Business Applications Analyst
December 2011 — November 2013
•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