Frederick Joseph Caskey
Aurora,Colorado
Summary
Methodical Analyst accomplished working with both internal and external vendors to support and implement applications using standard tools and frameworks. In-depth knowledge of network administration, technical testing and back-end applications. Strong troubleshooting, analytical and communication skills. A goal-oriented self-starter that independently acquired certification in Epic Grand Central and EpicCare Ambulatory. Ability to multi-task and juggle competing priorities utilizing critical thinking skills, and ability to work both independently and as part of a team. Excellent communication skills, resilient and results-oriented, geared toward efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tier 2 Application Support Analyst
Evernorth Care Group – The Cigna Group – via Mindlance
2023.10 - Current
- Improved quality of Dynatrace alerts across multiple applications by configuring expected vs. unexpected results in the systems, optimizing thresholds, and ensuring that alerts that triggered were always alerts requiring a response rather than noise that self resolves
- Reduced Epic EHR Vendor onboarding from 6 weeks to 3
- Streamlined metrics reporting for Incidents, Changes, and Sctasks across the teams three business lines, representing 500+tickets a month, using Service Now
- Windows 11 – Lead application validation review of 50+ applications for production support readiness
- Performed Daily Checkout for servers and 60+ applications
- Monitor ticket queues for L2 Production applications
- Implemented Certificate Renewals on Windows and Linux servers
- Engaged in Go-Live support for Linux Server Migration of a large scale application
- This included creating maintenance windows on alerting, engaging with staff on new server access requests and more
- Epic EHR application troubleshooting
- Updated Managed Incident Preparedness Guidelines
- Updated Application Disaster Recovery Documentation for Epic
- Importation of new print queues in Hyland OnBase.
Service Desk Analyst
Centura Health
2021.04 - 2023.10
- Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates, and patches.
- Software maintenance, configuration updates, testing, and providing tier-two support to end-users
- Work on projects provided by management independently and as a team
- Perform system builds, workflow analysis, and accomplish other such tasks as analyzing new releases to determine workflow modifications by conducting system testing and conversion data validation
- Worked closely with a variety of multi-disciplinary teams to facilitate the development of integrated workflows and define processes that cross applications and functional areas
- Answer calls and provide technical assistance for all clinical systems and financial services; support administrative approval of interface projects and connectivity
- Resolve an average of 80 calls a day in addition to emailed inquiries for assistance.
- Experience using Active Directory to manage user’s access and permission on the local network; experience resolving problems related to Citrix and VMware Horizon clients
- Maintain documentation of existing data flows for system interfaces; accountable for the completion of migration platform workstations and printers, assisted Director with deliverables
- Formulate operational processes and resolve complex application issues; set up new computer workstations, issue media devices and perform printer maintenance
- Maintain accurate, up-to-date, and well documented ticket queue; escalate trouble tickets/resolve as capable using HPSM and ServiceNow ticketing systems
- Asset management and encrypting user systems with BitLocker security system; evaluated and documented business requirements and technical specifications for Epic apps, prepare technical specifications and customer requirements
- Configure, test and troubleshoot network connectivity and wireless access for local and VPN remote devices, conduct system testing and develop system configurations
- Onboard and train new staff members in all job duties and software, as well is shadowing them for coaching and mentoring.
- Obtained certification in Epic Grand Central and in EpicCare Ambulatory in this role.
Service Desk Technician
CenturyLink
2020.10 - 2021.04
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Developed knowledge base articles for common issues, enabling faster resolutions for end users.
- Provided excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
Junior Geologist
Yukuskokon Professional Services
2017.05 - 2020.10
- Logged core for veining, mineralization, alteration and structure details of core documenting in MS Excel
- Measured core for Rock Quality Designation (RQD) and recovery, and magnetic susceptibility using a KT-10 meter
- Designated sampling intervals of core and labeled boxes prior to photographing and loading for core cutters
- Collected soil and rock samples in the field as a team to aid supervising geologists in exploration efforts
- Sampled and tested water, soil and materials to diagnose problems.
- Collected data and conducted field studies for evaluation.
- Operated an ATV and Bobcat skid-steer loader and other heavy equipment over the course of the project
- Reported directly to Senior Geologist and Project Geologist.
- Collected soil and processed samples through metal sieves and prepped for lab technicians to perform proctor analysis.
- Executed material testing and soil observations of water and sewer pipeline back-fills, footings, street and sidewalk sub-grade, and asphalt paving to perform density tests using a Troxler nuclear gauge.
- American Concrete Institute standards testing of concrete for slump and air content in the formation of samples.
- Communicated with project foreman and crew when necessary to resolve any issues with test results.
- Worked independently to ensure project client's material testing needs were met or exceeded.
Education
B.S. - Geology & Earth Science
Wittenberg University
Springfield, Ohio01.2015
A.S. - Geology
Clark State Community College
Springfield, Ohio01.2011
Skills
- Technical Support
- Domain Management
- Training documentation development
- ITIL Framework
- Client Relations
- Systems Analysis
- Disaster Recovery
- Incident Management
- Active Directory
- VPN Management
- Software/Hardware Migration
- Customer Relations
- Telecommunications
- Ticketing Systems
- Mobile Support
- Networking
- Security, Backup & Recovery
- Application Workflows
- Data Relationships
- Server maintenance
- System Analysis
Certification
- Comptia A+ Certification, Comptia, 2021, 03/2024
- Epic Grand Central Certification, Epic Systems, 2023
- Epiccare Ambulatory Certification, Epic Systems, 2023
Proficiency
- Epic Grand Central
- EpicCare Ambulatory
- MyChart
- BitLocker
- Cisco AnyConnect
- Citrix
- DHCP
- DUO Mobile
- Finesse
- HPSM
- MS Office Suite
- Powershell
- Python
- MS Remote Desktop Protocol (RDP)
- ServiceNow
- SQL
- Virtual Desktop Infrastructure (VDI)
- VMware
- Win Server
- Hyland OnBase
References
Evernorth - Jason.Bickford@evernorth.com 480-407-9794
Centura Health - Matthew Perez - 303-549-4201
CenturyLink - Naga Kotagiri - k.nagaabhishek@gmail.com
Timeline
Tier 2 Application Support Analyst
Evernorth Care Group – The Cigna Group – via Mindlance
2023.10 - Current
Service Desk Analyst
Centura Health
2021.04 - 2023.10
Service Desk Technician
CenturyLink
2020.10 - 2021.04
Junior Geologist
Yukuskokon Professional Services
2017.05 - 2020.10
B.S. - Geology & Earth Science
Wittenberg University
A.S. - Geology
Clark State Community College
- Comptia A+ Certification, Comptia, 2021, 03/2024
- Epic Grand Central Certification, Epic Systems, 2023
- Epiccare Ambulatory Certification, Epic Systems, 2023
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