Christopher Seahorn

Provides IT support on applications and participates in projects. Provides Health System enterprise application support for Finance, HR, Payroll, and clinical customers. Focuses on supporting our ServiceNow application. Responds to issues and conducts end user training. Works with Subject Matter Experts to support build design including making decisions on system build content and determining appropriate documentation. Prepares flow charts, models, and procedures to assist in problem analysis and submits recommendations for solution. Writes system and programming specifications for system implementation to meet user needs. Prepares and maintains technical documentation to guide system users and assist with the ongoing operation maintenance and development of the system. Modifies features supplied by off the shelf systems. Works with vendors as needed on technical requests. Collaborates with users to coordinate and develop test plans. Tests application software to assure accuracy, integrity, interoperability, and completeness to achieve desired results. Understands and abides by change control documentation.

• Worked flexible hours; night, weekend, and holiday shifts.
• Configured hardware, devices and software to set up work stations for employees.
• Created plans and communicated deadlines to complete projects on time

Provided hardware and software installation, technical assistance and repair services to technology users so they receive a professional, accurate and timely resolution to their requests. Was responsible for answering and logging Help Desk Support calls. Troubleshot desktop and laptop computer problems and performs or coordinates repairs as appropriate. Troubleshot and recommended corrective actions on computer problems such as system crashes, extended response times, environmental problems, related peripherals and unauthorized access. Recorded, tracked, and documented the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Resolved issues with systems, hardware and telephones quickly and accurately.
• Undertook technical maintenance of various database systems.
• Monitored systems in operation and quickly troubleshot errors

Provided both desktop and application support to their respective sites; Reported directly to the IS Site Manager and shared responsibility for facility day-to-day operations in the absence of the Site Manager; Performed troubleshooting on all Level 2 problem calls received from the Client Support Center at assigned sites; Provides Level 2 client support for all desktop applications through resolution of end user; Provided secondary account/security administration and support for all I/S-managed LAN’s, based on NT and Novell at assigned sites; Worked as needed with other departments in the installation, support, and troubleshooting of LAN problems specific to assigned sites; Maintained sufficient inventories of computer room supplies and spare hardware for computer operations; Maintained hard drive images for PC equipment assigned to the site. Monitors backups of File and Print Servers and restores files as necessary; Provided site specific support for Network operation, including campus specific switches, routers, thru interaction and direction from Network Engineers

• Created help desk tickets, troubleshot and resolved desktop issues.
• Answered questions and provided information to customers about new software or hardware.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Used ticketing systems to manage and process support actions and requests.

• Designed, implemented and monitored changes to operations and processes.
• Provided consultation to over 1000 customers requesting information about applications and data hosting.
• Engineered new solutions involving servers and storage on Windows platforms.
• Identified, tested and implemented changes to customer specific software and configurations to support overall application availability.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.