Technical Support Analyst Resume Format in Word Free Download -->

Technical Support Analyst Resume Format in Word Free Download

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Carlie Kohtz
309 Rand Hill Rd.                                                                                                                      Home  (603)-875-9876
Alton Bay, NH 03001                                    carlie@yahoo.com                                 Cell      (916) 765-1230  


SUMMARY
Self-motivated, conscientious, efficient analyst with 25 years experience in the Health Care, Medical, and IT industries.  Major strengths include organizing, multi-tasking and prioritizing, and writing detailed support and operational procedures.  Also skilled in communications and interpersonal relationships, leadership, problem solving, training co-workers and instructing users.  Disciplined and able to work with people at any level or work independently.  Familiar with and/or trained in the following:

CPT Coding, ICD-9, HCPCS
Medical Law and Ethics
IBM AS/400 i570 series
Human Anatomy
Professional Billing Concepts
Reflection
Anatomy and Physiology
Advanced Physicians Coding
ITERA HA
Appointment Scheduling
Computerized Med. Office-MOSS
HP3000, HP9000
Patient Charting/Filing
Medical Machine Transcription
Digital Vax/VMS
Typing 50+ wpm
Business Math
IBM ES/9121
Medical Terminology
10 Key
Planview
Business Writing
HEAT
Lotus Notes
Intro. To Psychology
Remedy
Groupwise
HIPAA Compliance
Clarify
Windows 2000, NT, NT servers
Medical Admin. Essentials
MS Office
BRMS

And various proprietary software applications.

 EDUCATION/TRAINING


Sierra College, Rocklin, CA           Associate in Science Degree (with highest honors) - Medical Secretarial
                                                         Vocational Certificate – Word Processing
                                                        Instructional Assistant for 5 years following graduation

TechSkills of Sacramento, CA      Medical Coding Associate Certificate

Microsoft Classes:                         Network + course, Administering Microsoft Windows NT 4.0
                                                         Supporting Windows NT 4.0 Core Technologies

Other:                                              Fundamentals of IBM Computer systems, IBM MVS Training Certificate
                                                         IBM JES2 Training Certificate, Digital VMS Operator Training Certificate
                                                         CA-1 Tape Management Training Certificate, Introduction to Unix,
                                                        California Life and Health Insurance License (expired)



PROFESSIONAL EXPERIENCE


Assoc. Systems Administrator -Adventist Health,  Roseville, CA                                      May 2008 – May 2011

Monitor and troubleshoot daily batch jobs on an I570 series AS400 system with multiple partitions, create HEAT tickets, and analyze and resolve errors with attention to detail.
Write and maintain procedures; cross-train fellow team members.
Load and install software, PTFs, etc, using  HMC.
Perform stores, restores and tape management functions.
Monitor system status, journaling and syncing using Itera software.
Monitor and coordinate  with vendors for periodic or emergent maintenance of data center hardware and environment.

  Lead Computer Operations Analyst - Health Net, Inc., Rancho Cordova, CA                                  2002 – 2008 

In a 24x7 multi-platform environment, run and monitor batch jobs and system backups through automated scheduling mainly on OpenviewVMS and AS400 systems; manipulation of job run sequence sometimes necessary to ensure availability of systems according to Service Level Agreement deadline.
Troubleshoot batch errors, create problem tickets, and log details in an online tracking and turnover for review. 
Write and maintain procedures, cross-train fellow team members according to training assignment (i.e. batch monitor, Enterprise monitor, etc)
Monitor business critical online applications via Enterprise monitoring software tools (Argus, Probe, Voicewatch, Sitescope, etc).
Provide leadership support and accountability for nightshift staff responsible for nightly batch workflow. Oversee problem resolution efforts and ensure overall accountability for Data Center operation.


Technical Support Analyst – Cardinal Health, Folsom, CA                                                                2000 - 2002
Analyze and resolve customer computer applications problems using DameWare, basic SQL queries, Simple Task Manager; recovered lost data; restarted services and programs resulting in shorter down time for customers. 
Monitor and evaluate services and status of NT servers and server clusters throughout the country in our distribution centers and at Corporate Headquarters; restart stopped services and servers resulting in prevention of customer problems. 
Log customer calls and document details of errors/problems and resolutions into an online incident ticket software (Clarify or GWI) available for co-workers and management to review for further investigation and/or permanent resolution.
Write and maintain Support Center procedures and documentation in an on-line database resulting in fast and easy resolution of problems by co-workers.
Design PowerPoint presentations for training sessions and instruct co-workers in the use of new applications designed by our Applications Development team resulting in faster turnover of application support from AD to support analysts.
Attend and facilitate AD meetings and reviews resulting in the transfer of critical information with regard to the Support Center.
Lead Computer Operator – Cardinal Health, Folsom, CA                                                                  1996 - 2000
Supervise operators and work duties on all shifts resulting in an efficiently operating data center with smooth shift turnovers.
      Train and schedule new employees reducing the length of transition time.
Write and maintain all operational procedures and originate new production schedules using MS Word and Excel which simplified and clarified daily functions resulting in a more streamlined operation.
Monitor all systems supporting the operations of countrywide distribution centers, monitor all orders flowing through all systems, troubleshoot and resolve simple errors, and report any complex problems to the Support Center eliminating long periods of down time or delay of orders.
Senior Computer Operator – Cardinal Health, Folsom, CA                                                                 1994 -1996

Senior Computer Operator – Foundation Health, Rancho Cordova, CA                                             1986 -1994
MIS Department Secretary – Foundation Health, Rancho Cordova, CA                                              1985 -1986

Instructional Assistant - Sierra College, Rocklin, CA                                                                           1985 -1990


Reference furnished upon request.


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