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information technology analyst resume example with 5+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

A highly skilled informatics systems analyst with over 5 years of experience in systems implementations, service desk ticketing, go-live and help desk support, consulting, end-user training, procurement in healthcare industry. An experienced and classroom taught IT technician looking to become an expert in the technical field of penetration testing in cybersecurity sector.

Skills
  • Command Center/Help Desk & Call center
  • Experience in Tier 1 and Tier 2 support
  • IT Support Analyst
  • Software/System and Security Implementation
  • Data Abstraction
  • PC Migration
  • ServiceNow Ticketing
  • Risk Identification, Assessment and Management
  • Knowledge of Cloud Based Services - Google Suites, Microsoft 365
  • Experience working with Network teams, APIs.
  • Cloud Computing- AWS, Microsoft Azure (ssh, S3 buckets, managed services, containers)
  • Operating Systems- Windows, MacOS
  • Change Management
  • Incident Response and Resolution
  • SLAs processes.
  • Prior SOC compliant trainings.
  • Systems and Security Testings
  • ServiceNow ITIL and ITSM
  • Agile Methodologies
  • Leadership and professionalism
  • An energetic and effective team player
  • Interested in a career in cybersecurity.
Work History
07/2022 to 02/2023 Information Technology Analyst Brink's Incorporated | New York, NY,
  • Performed daily system monitoring, ensuring the availability and integrity of hardware, server resources, systems, and crucial procedures.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Developed and maintained strong client and clinical relationships to deliver exceptional customer service and problem resolution.
  • Facilitated great user experience by communicating system changes and providing ongoing assistance.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Translated complex technical issues into digestible language for non-technical users.
  • Monitored systems in operation and quickly troubleshot errors.
  • Coached end-users on functions, features and basic troubleshooting of software.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responsible for the daily triage, resolution of tickets, incidents, task and change management related requests.
01/2017 to 01/2022 HEALTH INFORMATION TECHNOLOGY CONSULTANT HCI Group | City, STATE,
  • A skilled independent, contractor who assists hospitals across the U.S with EMR transition
  • Expertly trained and guided end users (clinicians and non-clinicians) with the use of their new EMR system (EPIC) through their workflow
  • Address system problems as necessary.
  • Escalated high priority issues to command center for prompt resolution.
  • Analyzed and addressed system problems and implemented strategies to effectively resolute issues and improve the quality and usability of the systems.
  • Assist with end-user personalization and resolution of tickets placed at the command center
  • Introduced best practices work flows and executed training and assistance.
  • Provide team management and facilitate meetings with end users for a seamless migration.
  • Closely collaborated with team member, doctors personnel, and IT leadership to ensure the success of EMR go-lives
  • Review and abstract medical data accurately to identify the right patient, the service's date, the provider, the kind of service, and to index patient records into new EMR systems
  • Controlled development of test areas, systems test data and testing methods prior to implementing new systems.
  • Led functional and technical support for implementation of software applications and enhancements.
08/2020 to 03/2021 CERNER HEALTH INFORMATION TECH (SERVICE DESK) ALKU | City, STATE,
  • Offer Tier 1 and Tier 2 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
  • Help with software technical support for users worldwide including various institutions in the U.S, Canada and Dubai
  • Guided users with account creation and deletion, log-in problems and admin password resets.
  • Assisted clients with accessing accounts over various platforms: desktop, mobile, app application.
  • Used technical knowledge to assist with proxy accounts, navigation and all technical issues
  • Maintained tickets and incidence using ServiceNow.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Diagnosed and troubleshot hardware, software and network issues.
Education
Expected in to to Bachelor of Science | Human Biology University of Texas At Austin, Austin, TX GPA:
Expected in to to Postbaccaulareate Certificate | Pre-Medicine College of Our Lady of The Elms, Chicopee, MA GPA:
Certifications
  • SCRUM MASTER CERTIFICATION (Agile Methodologies)| Jan '22
  • AWS CERTIFICATION | University of Texas at Austin | Nov '21 - June '22
  • SERVICENOW CERTIFICATION - July 2022

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Resume Overview

School Attended

  • University of Texas At Austin
  • College of Our Lady of The Elms

Job Titles Held:

  • Information Technology Analyst
  • HEALTH INFORMATION TECHNOLOGY CONSULTANT
  • CERNER HEALTH INFORMATION TECH (SERVICE DESK)

Degrees

  • Bachelor of Science
  • Postbaccaulareate Certificate

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