Andrew ONeil
New York,NY
Summary
Accomplished IT Specialist with 9+ years of experience in information technology support. Committed to delivering efficient and high-quality support, excelling in diverse settings with compassion and empathy towards colleagues and clients. Known for thriving in high-stress, fast-paced environments, equally effective as a team member or working independently.
Overview
12
12
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
JCSU12.2012
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 Tools
- Excel Efficient ( Pivot Tables, V-Lookup)
- Zendesk, Jira, Togadesk
- Data Entry
- Client Training
- Implementation
Certification
HIPAA Certified (2015)
Affiliations
Phi Beta Sigma Fraternity, Inc.
Languages
English
Native or Bilingual
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