Joel Salrin
Union Mills,IN
Summary
Resourceful Production Support Analyst offering 15 years of hands-on experience providing technical support to business users by identifying problems, researching solutions and implementing resolutions. Positive and calm professional skilled at analyzing qualitative and quantitative information and translating into strategic deliverables.
Overview
14
14
years of professional experience
Work History
Production Support Analyst II
Blue Cross Blue Shield Association, BCBSA
Chicago, IL
06.2015 - Current
- Provided consultative assistance to technical staff and business unit clients by recommending and implementing solutions to business problems.
- Identified root causes of recurring problems to implement effective solutions.
- Provided daily support with escalated ticket resolution and liaised with business and technical leads.
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
- Analyzed applications and recommended necessary upgrades and patches.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Handled all technical logistics, and implementation of technical systems for meetings as well as board of directors, president and executive vice president confidential meetings
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Maintained energy and enthusiasm in fast-paced environment
- Monitored company inventory to keep stock levels and databases updated
- Worked flexible hours across night, weekend and holiday shifts
Executive Support Specialist
BHI
Chicago, IL
02.2014 - 06.2015
- Volunteered to help with special projects of varying degrees of complexity.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Worked with clients to effectively plan and coordinate logistics for special projects and events.
- Worked with senior management to initiate new projects and assist in various processes.
- Coordinated events and worked on ad hoc projects.
Information Technology Specialist
ABS
Chicago, IL
12.2008 - 02.2014
- Facilitated best user experience through continuous support and communication of system changes.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Researched product and issue resolution tactics to address customer concerns.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted with updating technical support best practices for use by team.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as MS Windows and MS Office.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Used ticketing systems to manage and process support actions and requests.
- Attended regular client meetings to report project progress and address questions.
- Performed tests of functionality, security and performance of different workstations and devices.
- Set up network profiles, security permissions and file sharing systems.
Education
Associate of Arts - Business
Ancilla College
Donaldson, INNo Degree - Information Technology
Computer Systems Institute
Skokie, ILSkills
- Technical Analysis
- Product development
- Active Listening
- Multitasking Abilities
- Analytical and Critical Thinking
- Flexible and Adaptable
- Problem-Solving
- Dependable and Responsible
Accomplishments
Woolworth Award Nominee
President's Award
Leap Awards
Timeline
Production Support Analyst II
Blue Cross Blue Shield Association, BCBSA
06.2015 - Current
Executive Support Specialist
BHI
02.2014 - 06.2015
Information Technology Specialist
ABS
12.2008 - 02.2014
Associate of Arts - Business
Ancilla College
No Degree - Information Technology
Computer Systems Institute
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