Daimeyn N Moss
CereCore
Lebanon,TN
Summary
Results-driven IT Service Delivery Lead with expertise in healthcare IT operations, focusing on IT service delivery and identity management. Skilled in Microsoft 365, Active Directory, and ServiceNow. Experienced in leading operational initiatives and mentoring teams while optimizing support processes. Currently pursuing a Bachelor of Science in Cybersecurity with a 3.91 GPA, ready to apply process optimization and client relations skills to achieve impactful outcomes.
3
years of professional experience
Work History
IT Service Delivery Lead
2 Years- Led IT service delivery operations for multiple enterprise healthcare organizations, ensuring high-quality support and adherence to SLAs.
- Serve as the primary Service Delivery Lead for multiple healthcare environments while providing backup leadership coverage for additional accounts.
- Act as the primary liaison between clients, leadership, vendors, and cross-functional technical teams to coordinate communication, manage escalations, and resolve operational issues.
- Mentored and coached seven Level 1 analysts toward Service Delivery Lead positions, providing technical guidance and facilitating career development.
- Led ServiceNow enhancement (STRY) requests and testing for Level 1 organization, ensuring smooth production deployment.
- Govern enterprise knowledge management by creating, reviewing, standardizing, and maintaining knowledge base articles, troubleshooting guides, and technical documentation.
- Led facility transition-to-support initiatives by developing documentation, troubleshooting resources, and operational processes for Level 1 support.
- Manage identity and access administration using Active Directory, Microsoft Entra ID, Exchange Admin Center, and AdManager.
- Design dashboards, reports, and automation that improve service visibility and analyst efficiency.
Client Support Analyst
1 Year 3 Months- Delivered remote technical support for multiple enterprise healthcare organizations.
- Supported Epic, MEDITECH, NextGen, HST Pathways, and athenahealth EHR environments.
- Managed incidents and service requests using ServiceNow, Freshservice, and Assyst.
- Resolved hardware, software, authentication, networking, and account-related issues while maintaining exceptional customer service.
- Coordinated incidents and service requests through ServiceNow, Freshservice, and Assyst, ensuring timely resolution.
- Utilized NinjaOne for endpoint management and remote troubleshooting.
- Developed operational reports and automated administrative tasks to enhance efficiency.
- Resolved hardware, software, authentication, networking, and account-related issues while delivering exceptional customer service to clients.
Education
Bachelor of Science - Cybersecurity
- Expected September 2027
- GPA: 3.91 / 4.00
Skills
Identity & Access Management: Active Directory (ADUC)
Microsoft Entra ID (Azure AD)
Exchange Admin Center (EAC)
AdManager
User Provisioning
Microsoft: Microsoft 365
Exchange Online
Windows 10/11
Windows Server
Microsoft Remote Desktop (RDC)
Cloud & Virtual Desktop: Amazon WorkSpaces
AWS Telephony Systems
Citrix
IT Service Management: ServiceNow
Freshservice
Assyst
Incident & Service Request Management
Knowledge Management
Healthcare Applications: Epic
MEDITECH
NextGen
HST Pathways
athenahealth
Healthcare IT governance
Other: NinjaOne
Dashboard design
Technical writing
Process optimization
Operational analytics
Incident response
ITIL framework
SLA oversight
Timeline
IT Service Delivery Lead
CereCore
08.2024 - Current
Client Support Analyst
CereCore
05.2023 - 08.2024
Purdue Global University
Bachelor of Science from Cybersecurity