James Paul III
Louisville,KY
Summary
Diversely Skilled Technical Analyst with eight years solving problems for employers and customers. Provider of technical expertise in language comprehensible to everyone from technical engineers to customers. Relationship builder that can sell ideas and listen to others, assisted by an education in marketing.
Overview
4
4
years of professional experience
Work History
Technical Support Analyst
Optum, UnitedHealth Group
08.2022 - Current
- Project partner to enterprise level through small scale deployment teams and critical change or migration projects to analyze, prepare for and prevent technical issues and minimize impact on support teams once changes are in production.
- Created multiple detailed and all-encompassing knowledge bases for enterprise level products used by over 300,000 users.
- Collaborated with cross-functional teams and different business segments to support the planning of key project workflows and communication plans for technical resources and stakeholders.
- Provided automated daily reports of support metrics to demonstrate success of projects in showing minimal or no impact to support systems due to effective technical knowledge and communication.
Associate Integration Operations Engineer
Optum
06.2021 - 08.2022
- Lead desktop support technician supporting the technology integration for a company of over 2,000 users as part of an acquisition.
- Created 70+ page user guide to assist end users in a seamless transition to the new technical support model, detailing all new technical processes during the migration, with a priority on end user facing verbiage.
- Administrator for legacy VMware Horizon infrastructure.
- Worked with application development teams to certify and package for deployment all internal legacy applications to function in a new environment.
Education
Bachelor of Science - Marketing
University of Louisville
Louisville, KY05-2020
Skills
- ITIL Process Management Skills
- Technical project planning
- Stakeholder communication
- Risk mitigation
- Technology Deployment
- Relationship building
- Interpersonal Communication
- Technical Writing
- Project management
- Workflow Optimization
Timeline
Technical Support Analyst
Optum, UnitedHealth Group
08.2022 - Current
Associate Integration Operations Engineer
Optum
06.2021 - 08.2022
Bachelor of Science - Marketing
University of Louisville
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