Marcartney Louissaint
Miami,FL
Summary
Technical Systems Analyst with over 10 years of experience in enterprise infrastructure, application support, and workflow optimization. Proven track record of maintaining high-availability systems at Florida Power & Light and executing complex system validations. Transitioning into Healthcare IT with a focus on Epic systems, backed by advanced coursework in Health Informatics and a CCNP foundation. Committed to applying a decade of troubleshooting and stakeholder communication expertise to support clinical workflows, document integrity, and streamlined data access for patient-centered care.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Systems Analyst
FLORIDA POWER & LIGHT via TEKSYSTEMS
Miami, FL
02.2022 - Current
- Manage and support a high-availability enterprise application environment for 1,000+ end-users, ensuring system uptime, data integrity, and seamless clinical/operational workflows
- Conduct root cause analysis (RCA) for complex application and connectivity issues, collaborating with cross-functional teams to implement long-term technical resolutions and minimize user downtime
- Execute system validation and integrated testing for new deployments and patches, ensuring that infrastructure changes do not disrupt front-end application performance or data accuracy
- Facilitate Change Control processes for system upgrades and releases, coordinating with stakeholders to ensure production stability and alignment with business priorities
- Perform testing and validation activities for new deployments and system enhancements
- Partner with infrastructure, security, operations, and business teams to resolve issues and improve workflows
- Collaborated with cross-functional teams to enhance system performance and reliability
- Integrated new technologies into existing infrastructure to improve operational efficiency
- Design and document future-state workflows and Standard Operating Procedures (SOPs), reducing repeat incidents by 10% and standardizing support across the enterprise
Senior Systems Engineer
VERITY PARTNERS INC
Boca Raton, Florida
09.2015 - 02.2022
- Managed a high volume of 100+ weekly application support requests, consistently exceeding SLA targets while maintaining high user satisfaction through proactive communication
- Led lifecycle implementation projects from planning through delivery, ensuring technical builds aligned with stakeholder requirements and operational goals
- Performed root cause analysis and implemented long-term fixes for recurring issues
- Supported production upgrades, maintenance windows, and change activities with minimal downtime
- Integrated new technologies into existing infrastructure to improve operational efficiency
- Partnered with business stakeholders to gather and translate requirements into technical enhancements, optimizing system workflows and user efficiency
- Worked closely with other teams to ensure thesmooth operation of the overall IT infrastructure
- Developed comprehensive training materials and technical documentation to facilitate end-user adoption of new system features and standardized team operations
- Streamlined production operations, resulting in an increase in productivity
- Worked across multiple teams and priorities in fast-paced enterprise environments
- Mentored junior staff on troubleshooting methodologies and documentation standards, fostering a culture of continuous improvement and technical excellence
- Evaluated vendor proposals for hardware and software procurement decisions
- Provided status updates to keep upper management informed and to reach goals
- Maintained documentation regarding all changes made to the server environment, ensuring full compliance with corporate standards
Customer Care Professional
American Express
Plantation, Florida
09.2009 - 09.2015
- Managed end-to-end resolution for complex account inquiries, performing root cause analysis on system-related discrepancies to ensure first-point-of-contact resolution
- Maintained strict data integrity and compliance standards while managing sensitive account information, adhering to rigorous financial and privacy regulations
- Utilized proprietary CRM and enterprise software to analyze customer needs, providing tailored solutions and documenting detailed interaction histories for audit and performance tracking
- Identified and escalated system enhancement opportunities to management, contributing to improved technical workflows and a more seamless user experience
- De-escalated high-pressure situations through effective communication and consultative problem-solving, consistently meeting performance metrics for quality and efficiency
Education
College Credit Certificate - Health Informatics Specialist
Palm Beach State College
Lake Worth, FL08-2027
College Credit Certificate - Computer Information Systems
Broward College
Fort Lauderdale, FL08-2015
Skills
- Application Support
- Workflow Analysis
- Incident Resolution
- End User Training & Documentation
- System Testing
- Change Management
- Requirements Gathering
- Remote Team Collaboration
- Process Improvement
- SQL Foundations
- Root cause analysis
- Healthcare IT
- Cross-Functional Collaboration
- Epic Readiness
- Stakeholder communication
- Change Management
- Network Infrastructure
- System Validation & Testing
Certification
Cisco Certified Network Professional (CCNP)
Epic Healthcare It Readiness
- Prepared to complete Epic certification in assigned application upon hire
- Actively developing Healthcare IT knowledge in EHR systems, workflows, compliance, and healthcare data management
- Strong background in enterprise application support, incident resolution, testing, upgrades, and end-user assistance
- Experienced translating technical issues into clear, user-friendly solutions
- Comfortable working remotely, independently, and in client-facing environments
- Fast learner with proven success earning advanced technical certifications, including CCNP
- Proven ability to manage multiple priorities while maintaining service levels and customer satisfaction
- Experienced collaborating across technical and business teams to support operational goals
Professional Development
- Epic Certification - Prepared to complete certification in assigned application upon hire
- CAHIMS - In Progress
Timeline
Technical Systems Analyst
FLORIDA POWER & LIGHT via TEKSYSTEMS
02.2022 - Current
Senior Systems Engineer
VERITY PARTNERS INC
09.2015 - 02.2022
Customer Care Professional
American Express
09.2009 - 09.2015
College Credit Certificate - Health Informatics Specialist
Palm Beach State College
College Credit Certificate - Computer Information Systems
Broward College