Andrew ONeil
Atlanta,GA
Summary
Accomplished IT Specialist with over 9 years of information technology support experience. Committed to providing efficient, high-quality support. Able to work in diverse settings, exhibiting compassion and empathy to coworkers and clients alike. Excelled in high-stress fast-paced environments as both a team member or independently.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
Agilant Solutions, Inc
New York, NY
02.2019 - Current
- Responded to 250 individual tickets every week to provide end-user support on systems and software.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Responded to support tickets within established timeframe to improve customer service.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
QA Analyst
Samsung Electronics America
, NJ
06.2018 - 08.2018
- Performed manual testing and checked for bugs
- Bug Fixing
- Fixing Banner Ads
- Manual testing for mobile and web applications for a new product launch
- Created Test cases, managed QA development.
QA Analyst
Jetblue Airways Corp
New York, NY
07.2017 - 05.2018
- Executed test scripts and recorded results.
- Executed test scripts using HP application lifecycle management to compare specifications and comply with customer requirements.
- Analyzed issues and recommended corrective actions to improve final results.
- Used Quality Center to Track requirements, Test Cases, Scenarios, Defects, establishing traceability, maintaining the records of Quality Controls required for compliance and certifying Software for release to production.
- Evaluated, documented and communicated performance risk to project team and Center of Excellence (CoE) leadership.
Data Analyst
Mount Sinai Health System
New York, NY
11.2016 - 05.2017
- Performed independent complex data analysis to support leadership decision making
- Types of data analysis include but are not limited to: process measures and performance metrics, scheduling, labor and productivity, quality measures, patient satisfaction measures, and demographic analysis
- Reviewed, designed and developed optimal organizational workflows by integrating process and technology systems
- Coordinated data collection, analysis, and assessment through both physical observations and system reporting
- Independently lead, designed, managed, and executed performance improvement initiatives through all phases.
EDI Analyst
Homecare Software Solutions / HHA eXchange
New York, NY
01.2015 - 07.2016
- Transmitted and reconciled submission of 2,000 claims daily
- Prepared weekly reports for management as needed
- Responsible for requirements gathering and solution development process and trading partner setup for new vendors and maintaining EDI daily activities
- Interacted with business analyst and developers for bug reviews and participated in QA meetings
- Oriented and trained new staff on proper procedures and policies
- Responded to inquiries regarding EDI issues with enrollment, claims, payments, and/or clearinghouse activities
- Owned and project managed the development of ongoing implementations start to finish from client meetings and companion guide, through internal testing process and development and into production with documentation.
- Performed root cause analysis on transmission issues.
Technical Support Representative
Convergys
Charlotte, North Carolina
05.2013 - 05.2014
- Handled questions via phone addressing hardware, software, cable, internet or telephone related issues
- Diagnosed & provided a path to resolving various technical issues
- Proactively identified ways to avoid recurrence of customer issues by improving the processes, reviewing technical articles, & recommending changes
- Multitasked through multiple systems while troubleshooting with customers.
Education
Bachelor of Science (BS) - Computer Science and Information Systems
Johnson C. Smith University
01.2012
Skills
- Web and Mobile Application QA
- Performance Testing
- Software Development Life Cycle
- Defect Analysis and Resolution
- Hardware and Software Repair
- Android, iOS, MAC, Windows Vista/7/8/81/10/11
- Microsoft Office
- ALM Testing Tools HP Quality Center
- Excel Efficient ( Pivot Tables, V-Lookup)
- Zendesk, Jira, Togadesk
- Data Entry
Certification
HIPAA Certified (2015)
Additional Information
Phi Beta Sigma Fraternity, Inc.
Timeline
Senior Support Specialist
Agilant Solutions, Inc
02.2019 - Current
QA Analyst
Samsung Electronics America
06.2018 - 08.2018
QA Analyst
Jetblue Airways Corp
07.2017 - 05.2018
Data Analyst
Mount Sinai Health System
11.2016 - 05.2017
EDI Analyst
Homecare Software Solutions / HHA eXchange
01.2015 - 07.2016
Technical Support Representative
Convergys
05.2013 - 05.2014
Bachelor of Science (BS) - Computer Science and Information Systems
Johnson C. Smith University
HIPAA Certified (2015)
Similar Profiles
Andrew ONeilAndrew ONeil
Senior Support Specialist at Agilant Solutions, IncSenior Support Specialist at Agilant Solutions, Inc
Andrew ONeilAndrew ONeil
Senior Support Specialist at Agilant Solutions, IncSenior Support Specialist at Agilant Solutions, Inc
JASON HARMONJASON HARMON
Technical Support Analyst at Agilant Solutions, IncTechnical Support Analyst at Agilant Solutions, Inc