SharePoint Administration
Jacob Gould
Business Applications Analyst
Grand Rapids,MI
Summary
Knowledgeable IT Manager and Analyst offering 12 years of Healthcare industry IT success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
2
2
Languages
Work History
Information Technology Help Desk Supervisor
Pine Rest CMHS
Grand Rapids, MI
04.2019 - Current
- Leads 6 person team supporting 2000+ employees.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Established organizational technology strategy and roadmaps.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Wrote policy, procedure and manuals governing internal IT use.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Exceeded goals through effective task prioritization and great work ethic
Business Application Analyst
Pine Rest CMHS
Grand Rapids, MI
08.2014 - Current
- R1 for multiple mission critical systems for 2000+ employees (Time & Attendance, SharePoint, O365).
- Project Lead for multiple SharePoint migrations (2007 -> 2013 -> Online).
- Organization lead on projects dealing directly with customer, consultant and external contractor; implementing org-wide process and system changes successfully.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Help Desk Analyst
Pine Rest CMHS
Grand Rapids, MI
04.2011 - 08.2014
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support for 2000+ end users.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Developed and tested new product offerings prior to release to assist development team in bug identification
Education
Bachelor of Science - Computer Information Systems
Ferris State University
Big Rapids, MI 01.2010 - 06.2014
Associate of Science - Computer Information Systems
Grand Rapids Community College
Grand Rapids, MI 06.2007 - 05.2010
Skills
Interpersonal Communication
Written Communication
Project Management
Systems administration
Technical Knowledge
Business systems management
Organization and Time Management
Training and Development
Technical Writing
Technical Analysis
Software
Microsoft O365 Administration
Microsoft Power Automate
Centricity Time & Attendance
Microsoft Exchange
Exchange Online
Microsoft Teams
Active Directory
Solar Winds Web Help Desk
Certification
CompTIA Network+
Timeline
Information Technology Help Desk Supervisor
Pine Rest CMHS
04.2019 - Current
CompTIA Network+
01-2017
Business Application Analyst
Pine Rest CMHS
08.2014 - Current
ASPE - Fortis College
04-2014
Help Desk Analyst
Pine Rest CMHS
04.2011 - 08.2014
Bachelor of Science - Computer Information Systems
Ferris State University
01.2010 - 06.2014
Associate of Science - Computer Information Systems
Grand Rapids Community College
06.2007 - 05.2010