Ambitious Senior Analyst with 7 years of experience in IT Industry eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Clear understanding of problem solving, improving customer satisfaction, and training in human resource and IT healthcare software. Motivated to learn, grow and excel in IT Industry. Expert at customer communication, data entry and organizational skills.
Skills
Active Directory, Citrix,
Service Now, Remedy Ticketing System
Cerner Soarian Financials/Scheduling
Eclipse, Selenium, Selegen
PeopleSoft
Workday
Automation, Technical assistance, Documentation
Familiar with SQL server and command prompt to connect into devices, WAC
Lawson
Meditech
Excel, Office, SharePoint
Accruals, Payroll
Active Directory, PeopleSoft
Go Live, Quality
Automation, QA
Basic, Reporting
Citrix, Scanner
Hardware, Scheduling
Contracts, SQL Server
Client, Technical support
Clients, Technical assistance
Databases, Phone
Delivery, Troubleshoot
Documentation, Troubleshooting
Eclipse, Upgrades
Email, Validation
Financials
Kronos 8.x
Kronos
Lawson
Marketing
Meditech
Meetings
Excel
Office
SharePoint
Works
Monitors
Enterprise
Network support
Work History
10/2019 to Current
Senior Kronos Software SpecialistAlvarez & Marsal – Phoenix, AZ,
Use of WFC to initialize device in factory mode and, initializing data and updating employee biometrics.
Tested, consolidated, provided asset tags and created tracking sheet for over 100 Kronos 4500 devices by deleting databases to factory settings, initializing data and updating employee biometrics to get them ready to send to new clients.
Resolved over 500 open Service Now tickets related to Kronos issues.
Partner with development teams to assist internal client Go Live Implementation events and validate system during the monthly Kronos outage.
Work extensive hours to resolve live technical issues during the Go Live Implementation events for client's software updates.
Navigate through KronosBrowser to remove over 50 finger scanner biometrics and remote troubleshooting for biometric logs and templates.
Edited Attestation Profiles to for over 50 business unit worldwide.
Proactively review, monitor, and assist daily interface and application functions within Kronos 8.x architecture, WAC patching, and custom reports generated through in house reporting system.
Familiar with the use of SSMS (SQL Server) to run queries and ensure data is correct for custom reports generated through in house reporting system for the UI.
Experience in enterprise support of apps on mobile devices (iPods, iPads, and iPhones) and Kronos issues Kronos Mobile Apps.
Continuously troubleshoot technical problems to ensure all issues are resolved and recorded within Service Now Ticketing System on a daily basis.
Provide solution strategies and technical support towards our platforms based on client's needs.
Assist callers on a round the clock basis through the development and delivery of training for products and services and any ticketing issues.
Studied and familiarized the company's marketing goals and objectives to increase productivity within organization solutions.
01/2001 to Current
Contractor IT Consultant – Leawood, KS,
Contract with medical and regulatory clients to provide advisory and technical assistance to for specific business needs.
Set up Office 365 and train usage on certain apps to ensure client is using it to full potential.
Customized specific applications; such as, Offices 365, Excel, Teams, SharePoint.
Teach clients on how to use Teams group chat and set up.
Provide recommendations, compile and create documentations and train workers.
08/2016 to 10/2019
Senior Solution & Test DesignerFlynn Restaurant Group – Woodbury, MN,
Implement, develop, and execute automated tests for Revenue Cycle Development teams within Selenium, Eclipse, Selegen applications, Rational Quality Manager (RQM).
Support regression testing in simulated client environments and conduct destructive/exploratory testing to ensure there are few faults in the system after the weekly code changes.
Provide exploratory testing within different in-house environments and weekly testing updates within automation tests.
09/2015 to 08/2016
Healthcare IT ConsultantWhole Foods Market – , ,
Provided support to incidents generated within Remedy and Jira Ticketing System for clients.
Solved problems and troubleshoot technical issues within customer accounts and provide support within any technical issue.
Created education sessions, walk through meetings, and assisted with technical support any of for any client's needs.
Conducted planned demonstrations and presented client education sessions for new feature implementations in software upgrades.
Wrote user development guides, user acceptance test procedures, and validation write off sheets for client testing.
Responsible for documenting test results and communicating status within team members.
Developed appropriate learning curriculum to meet business needs and conduct training to new associates.
Assisted with new project support and monitored software applications to ensure the software works properly in different client environments.
Recorded issues on a weekly basis and recreating issues in simulated client and production environments.
11/2013 to 05/2015
Service Desk AnalystBimbo Bakeries – City, STATE,
Provided technical support to incidents reported to Service Now Ticketing System by phone, email, and self-service.
Exceeded management expectations of call and ticket quality, volume, first call resolution, adherence, attendance, and use of knowledge base document.
Troubleshoot problems clearly and effectively and ensure all issues are resolved and recorded within Service Now Ticketing System.
Learned technical capabilities needed to troubleshoot and assist hardware, software, and network support.
Actively provided technical support for users with Lawson Portal, Kronos, Soarian, Meditech, and other IT Healthcare related applications.
to
Kronos ConsultantTrinity Health – City, STATE,
Review and monitors daily interface and payroll schedules in Kronos WFC iSeries, 5.0, 6.1 Timekeeper, Basic Scheduler and Accruals modules.
Reviewed union contracts, document requirements, gather data regarding Accruals.
Prepared training documentation and manuals for supervisors, add shift schedules and wage classification, ran various reports, recorded transition table, updated forward and accrued eligible balances, track parallel issues in QA.
Provided scheduling and payroll assistance for different regions and ensure all payroll problems are resolved thoroughly.
Reviewed and troubleshooted payroll related inquiries, user accounts, and timekeeping issues within all Kronos applications.
Education
Expected in 2014
Master of Science: Business Intelligence Saint Joseph's University - , GPA:
Expected in 2013
Business of Administration: Saint Joseph's University - , GPA: Honors Alpha Iota Delta, Omega Rho, GPA: 3.82
Work History
10/2019 to Current
Senior Kronos Software Specialist Genesis Healthcare – Kennett Square, PA
Use of WFC to initialize device in factory mode and, initializing data and updating employee biometrics.
Tested, consolidated, provided asset tags and created tracking sheet for over 100 Kronos 4500 devices by deleting databases to factory settings, initializing data and updating employee biometrics to get them ready to send to new clients.
Resolved over 500 open Service Now tickets related to Kronos issues.
Partner with development teams to assist internal client Go Live Implementation events and validate system during the monthly Kronos outage.
Work extensive hours to resolve live technical issues during the Go Live Implementation events for client's software updates.
Navigate through KronosBrowser to remove over 50 finger scanner biometrics and remote troubleshooting for biometric logs and templates.
Edited Attestation Profiles to for over 50 business unit worldwide.
Proactively review, monitor, and assist daily interface and application functions within Kronos 8.x architecture, WAC patching, and custom reports generated through in house reporting system.
Familiar with the use of SSMS (SQL Server) to run queries and ensure data is correct for custom reports generated through in house reporting system for the UI.
Experience in enterprise support of apps on mobile devices (iPods, iPads, and iPhones) and Kronos issues Kronos Mobile Apps.
Continuously troubleshoot technical problems to ensure all issues are resolved and recorded within Service Now Ticketing System on a daily basis.
Provide solution strategies and technical support towards our platforms based on client's needs.
Assist callers on a round the clock basis through the development and delivery of training for products and services and any ticketing issues.
Studied and familiarized the company's marketing goals and objectives to increase productivity within organization solutions.
01/2001 to Current
Contractor IT Consultant – Rosemont, PA
Contract with medical and regulatory clients to provide advisory and technical assistance to for specific business needs.
Set up Office 365 and train usage on certain apps to ensure client is using it to full potential.
Customized specific applications; such as, Offices 365, Excel, Teams, SharePoint.
Teach clients on how to use Teams group chat and set up.
Provide recommendations, compile and create documentations and train workers.
08/2016 to 10/2019
Senior Solution & Test Designer Cerner Corporation – Malvern, PA
Implement, develop, and execute automated tests for Revenue Cycle Development teams within Selenium, Eclipse, Selegen applications, Rational Quality Manager (RQM).
Support regression testing in simulated client environments and conduct destructive/exploratory testing to ensure there are few faults in the system after the weekly code changes.
Provide exploratory testing within different in-house environments and weekly testing updates within automation tests.
09/2015 to 08/2016
Healthcare IT Consultant Bimbo Bakeries – ,
Provided support to incidents generated within Remedy and Jira Ticketing System for clients.
Solved problems and troubleshoot technical issues within customer accounts and provide support within any technical issue.
Created education sessions, walk through meetings, and assisted with technical support any of for any client's needs.
Conducted planned demonstrations and presented client education sessions for new feature implementations in software upgrades.
Wrote user development guides, user acceptance test procedures, and validation write off sheets for client testing.
Responsible for documenting test results and communicating status within team members.
Developed appropriate learning curriculum to meet business needs and conduct training to new associates.
Assisted with new project support and monitored software applications to ensure the software works properly in different client environments.
Recorded issues on a weekly basis and recreating issues in simulated client and production environments.
to
Kronos Consultant Financial Systems – Horsham, PA
Review and monitors daily interface and payroll schedules in Kronos WFC iSeries, 5.0, 6.1 Timekeeper, Basic Scheduler and Accruals modules.
Reviewed union contracts, document requirements, gather data regarding Accruals.
Prepared training documentation and manuals for supervisors, add shift schedules and wage classification, ran various reports, recorded transition table, updated forward and accrued eligible balances, track parallel issues in QA.
Provided scheduling and payroll assistance for different regions and ensure all payroll problems are resolved thoroughly.
Reviewed and troubleshooted payroll related inquiries, user accounts, and timekeeping issues within all Kronos applications.
11/2013 to 05/2015
Service Desk Analyst Trinity Health – Newtown Square, PA
Provided technical support to incidents reported to Service Now Ticketing System by phone, email, and self-service.
Exceeded management expectations of call and ticket quality, volume, first call resolution, adherence, attendance, and use of knowledge base document.
Troubleshoot problems clearly and effectively and ensure all issues are resolved and recorded within Service Now Ticketing System.
Learned technical capabilities needed to troubleshoot and assist hardware, software, and network support.
Actively provided technical support for users with Lawson Portal, Kronos, Soarian, Meditech, and other IT Healthcare related applications.
Skills
Active Directory, Citrix,
Service Now, Remedy Ticketing System
Cerner Soarian Financials/Scheduling
Eclipse, Selenium, Selegen
PeopleSoft
Workday
Automation, Technical assistance, Documentation
Familiar with SQL server and command prompt to connect into devices, WAC
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