results-oriented, solutions-focused it customer service specialist eager to contribute dynamic client relation, administration and technical skills toward supporting the employer in optimizing performance.
ø offer over a decade of experience in customer-focused, service-oriented environments requiring exceptional it/technical skills as well as the ability to effectively identify, evaluate and resolve issues.
ø expert in it security access administration, helpdesk and client pc software distribution.
ø proficiently manage key client accounts, with a strong focus on maintaining compliance with service level agreement (sla) guidelines and individual customer requirements.
ø exceptional strategic planning, organization, project administration, and multitasking skills.
equally effective in independent and
team environments, with consistent track record for meeting client needs and
the trizetto group - greenwood village, co
senior service desk representative
ensure delivery of quality call center support for both internal and remote hosted customers, playing an instrumental role in supporting company in sustaining and growing business; services range from multi-application password resets to primary pc and network troubleshooting.
proficiently route unsolved issues to peer support groups for resolution for prompt servicing.
efficiently create and maintain user accounts/access setups; demonstrate advanced technical skills in using rapid sql, active directory and citrix metaframe software to manage accounts.
ensure critical compliance with client-specific slas guidelines, effectively meeting the widely-diverse, unique needs of each client for quality assurance.
additionally establish accounts on
several small 3rd-party applications per hosted client requirements
including filenet idm, siebel, emdeon, webstrat, qiclink, and qnxt.
anthem blue cross and blue shield/fka rocky mountain health care corp. - denver, co 1996-2005
software delivery specialist ii (2001-2005)
retained through acquisition of rocky mountain health care corporation to continue to support it initiatives in progressive positions, promoting from it security analyst to serve on a virtual team supporting region-wide company operation.
readily adapted to new functions and responsibilities to proficiently distribute software packages via the network to client pcs using the software distribution tool, computer associates (ca) tng software delivery option.
consulted with key clients to ensure effective distribution of software and liaised with clients, desktop support, application developers and software packagers to achieve maximum results.
proactively spearheaded projects from inception through delivery.
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anthem blue cross/blue shield continued
work-at-home support coordinator
demonstrated high level of discipline and motivation in providing remote support for western region.
defined clients requiring pc upgrades and effectively updated remote access solutions.
assumed accountability for managing clients concurrent with software delivery responsibilities applying solid planning, coordination and time management skills toward achieving objectives.
it security analyst, rocky mountain health care corp. (1997 c 2001)
selected to serve as one of initial team members of newly launched security access team, with full accountability for western region systems security access.
partnered with system administrator and application developers to successfully assume responsibility for 5 systems within a 3-year time frame.
innovatively developed, produced and documented user id setup/access and removal process and delivered comprehensive security analyst team training program.
help desk technician, rocky mountain health care corp. (1996 c 1997)
served as first level support to clients, proficiently implementing apriori problem tracking/ knowledge base software and resourcefully resolving problem at this level; escalated complex issues to next level and followed up with clients to ensure resolution within 24-hours.
excelled in this multi-platform lan/wan network environment comprised of ibm mainframe, local area networks, sequent, hp3000 mainframe and hp9000s.
hardware: dell, hp and compaq client workstations and laptops
software/applications: microsoft windows nt, microsoft windows xp, microsoft office suite, ibm lotus notes, computer associates (ca) tng software delivery options, rapid sql, active directory, citrix metaframe, various security administration tools, including netware security, windows 2000 active directory, hp3000/amisys, filenet ipd/idm, siebel, emdeon, webstrat, qiclink
boulder valley vocational technical center c boulder, co
certificates, pc support/networking and computer operations
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