IVAN FILIPOVIC
Afton,MN
Summary
Dedicated professional providing technical support in corporate environments. Resolves complex application issues swiftly, minimizing operational disruptions. Experienced in developing training materials and leading sessions to enhance software efficiency and user satisfaction.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Applications Support Analyst
Sanford Health
05.2025 - Current
- Resolved application issues to minimize disruption and restore operations swiftly.
- Collaborated with cross-functional teams to diagnose and resolve system errors effectively.
- Partnered with developers, analysts, and project managers to accelerate incident resolution.
- Analyzed user feedback to identify improvement opportunities for application performance and functionality.
- Created training materials and led sessions for end users to improve software use and efficiency.
- Built strong stakeholder relationships through clear communication and responsive service during issue resolution.
Lead Help Desk Support Technician
Sanford Health
04.2022 - 05.2025
- Trained junior staff on troubleshooting common IT issues, enhancing team capability and support efficiency
- Assisted in developing standard operating procedures for end-user support activities
- Developed and updated documentation for system configurations, upgrades, and installations to ensure accuracy and accessibility
- Tested new technologies prior to implementation into the production environment
- Ensured smooth transition of projects from development stage to production stage
- Collaborated with departments to devise tailored solutions addressing specific business needs
Senior Help Desk Support Technician
Sanford Health
06.2020 - 04.2022
- Addressed escalated support incidents from junior technicians or end-users promptly to minimize downtime
- Oversaw help desk ticketing system queues to prioritize and address incoming customer requests efficiently
- Executed software installations, upgrades, patches to ensure system reliability and compliance
- Completed accurate and timely logging of problems and resolutions in issue management database
Help Desk Support Technician
Sanford Health
12.2018 - 06.2020
- Diagnosed and troubleshot computer systems and network issues for internal and external customers, ensuring minimal downtime
- Provided technical assistance to customers over phone and email, resolving hardware and software issues efficiently
- Assisted users with application installations on computers and mobile devices, enhancing user experience and satisfaction.
- Developed strong customer service skills while responding to customer inquiries in a timely manner
Education
Associate of Applied Science - Health Information
Dakota State University
Madison, SD, US05-2015
Skills
- ITIL framework
- Application troubleshooting
- Incident management
- Issue resolution
- System analysis
Certification
- HDI Support Center Team Lead
- HDI Support Center Analyst (HDI - SCA)
- Epic - Tapestry Essential
- Epic - Utilization Management
Languages
Croatian
Timeline
Applications Support Analyst
Sanford Health
05.2025 - Current
Lead Help Desk Support Technician
Sanford Health
04.2022 - 05.2025
Senior Help Desk Support Technician
Sanford Health
06.2020 - 04.2022
Help Desk Support Technician
Sanford Health
12.2018 - 06.2020
Associate of Applied Science - Health Information
Dakota State University