OnBase
Karen West
IT Specialist, Vulnerability Security Specialist, OnBase Administrator
Surprise,AZ
Summary
Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player. Methodical OnBase Administrator 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.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Application Support Specialist / Vulnerability Security Specialist
First Citizens Bank
Raleigh, NC
1 2023 - Current
- Managed server migration and system upgrades for OnBase and Lockbox.
- Collaborated with IT to ensure rigorous testing and coordinated user acceptance testing to guarantee system functionality.
- Provided Level 2 technical support, performed root cause analysis, and resolved complex issues across technology solutions.
- Directed execution and remediation of system security vulnerabilities, managing change processes and IT governance requests.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance
- Played key role in major system migrations by providing hands-on technical assistance throughout planning and execution phases
Sr. Application Analyst / Product Owner of OnBase
Maricopa County
Phoenix, AZ
01.2019 - 01.2023
- Led enterprise content management projects, enhancing workflow and content management strategies across organization.
- Designed and implemented automated OnBase workflows to improve efficiency; monitored system processes and addressed errors
- Spearheading upgrade and configuration projects and establishing MCTO scan center to improve document retrieval by 90%.
- Coordinated with vendor partners on application development projects, ensuring seamless integration with existing systems infrastructure
- Enhanced user experience for clients through regular updates and maintenance of applications
Senior Technical Support Analyst
CalPortland
Phoenix, AZ
01.2014 - 01.2019
- Served as project manager for new site constructions, negotiating internet contracts to ensure optimal terms.
- Conducted comprehensive project communications and managed network, software, and management team interactions.
- Supported and maintained network hardware and mobile devices, and managed user access via Active Directory for over 9 different locations.
- Streamlined support processes for increased efficiency and faster resolution times.
- Volunteered as subject matter expert to provide training to new hires and peers, resulting in more knowledgeable support team.
- Collaborated with cross-functional teams to identify and resolve complex technical issues.
IT Support Specialist
United States Postal Service
Eagan, MN
01.2007 - 01.2014
- Delivered extensive technical support, ensuring reliability of software, network systems, and hardware across within the organization.
- Administered quality and accuracy tests, maintained detailed documentation, and managed software updates and beta testing.
- Maintained documentation of IT systems, processes, and procedures for easy reference for team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
Education
Associate of Applied Science - Computer And Information Sciences
College of DuPage
Glen Ellyn, IL 01.1988 - 1990.01
Skills
Certification
HDI Support Center Analyst
Software
Azure DevOps
ServiceNow
Brinqa
Sharepoint
Microsoft Office
Timeline
Sr. Application Analyst / Product Owner of OnBase
Maricopa County
01.2019 - 01.2023
Senior Technical Support Analyst
CalPortland
01.2014 - 01.2019
IT Support Specialist
United States Postal Service
01.2007 - 01.2014
Associate of Applied Science - Computer And Information Sciences
College of DuPage
01.1988 - 1990.01
Application Support Specialist / Vulnerability Security Specialist
First Citizens Bank
1 2023 - Current
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