Raymond Cody
Westtown,NY
Summary
Decisive Engineering analyst highly effective at operating in dynamic, high-pressure environments. Successfully handle multiple simultaneous responsibilities while exceeding objectives and satisfying tough clients.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Infrastructure Engineer I
Memorial Sloan-Kettering Cancer Center
07.2020 - Current
- Patched Cisco & Aruba based devices, software and installed updated versions to eliminate attack vectors and protect data.
- Actively contributed to network and systems design to ensure implementation of viable systems security policies and procedures
- Leveraged Automated Calling Distribution software for multiple medical services
- Maintained and administered facility computer networks and environments, including computer hardware, software and applications
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Investigated and addressed system issues to enhance usability and improve functionality
- Implementing, integrating, testing and maintaining new/upgradable software/hardware devices into existing network architecture.
- Compiled, evaluated and reviewed engineered data for internal system
- Conducted several training sessions monthly on new / existing teleconference equipment and software while providing documentation for knowledge website
- Oversaw upgrade of organizational communication projects to help customers build, secure and optimize their IT infrastructure.
System Analyst
NYC Health + Hospitals
03.2020 - 07.2021
- Provide high level client support on multiple system operations and troubleshooting by resolving 70% of ticketed issues
- Remote software installation, configuration and support of Windows and Mac based PC's
- Configuration and maintenance of both Apple & Android devices utilizing Mobile device management software.
- Configuration and deployment of Cisco products
- Performed research on various subject matters to better analyze and rectify users' issues efficiently with hardware, software, and/or connectivity issues
- Effectively and proficiently utilize Service-Now and Active Directory for troubleshooting Citrix based clinical applications
- Applied knowledge of clinical applications to troubleshoot and resolve customers issues quickly and efficiently
- Engaged in user support interactions via telephone, email platforms.
- Collaborated with upper management to drive strategy and implement new processes.
Information Services Shift Analyst
Nemours Children Hospital
04.2019 - 03.2020
- Handled 50% of customer and internal IS communications for major incidents
- Removing and replacing malfunctioning components to correct hardware problems
- Efficiently communicate & provide training on technical subjects to customers and varying levels of organization
- Documents all troubleshooting and support interactions in system for future reference and addition to knowledge base
- Demonstrates professionalism and courtesy with customers while working to resolve complaints, problems and/or respond to questions
- Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users
- Completed minor preventative maintenance and mechanical repairs on equipment
- Manages data backup for servers with off-site vendors
- Configuration and deployment of new workstations, laptops, multiple LCD screens, Mobile device, tablets, printer/copier
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Compiled, cleaned and manipulated data for proper handling.
- Analyzed large datasets to identify trends and patterns in customer behaviors.
Service Desk Analyst Associate
Adventist Health Information System
11.2017 - 04.2019
- Responsible for implementing and maintaining QOS by leveraging ServiceNow to perform quality service on closed tickets of both incidents and request for ancillary teams
- Redesigned metrics to efficiently analyze teams' quality and performance
- Generate and analyze proficiency reports quarterly and annual for ancillary teams
- Developed processes to assist with meeting and maintaining IT Service Management (ITSM) standards via on going training
- Triage self-submitted tickets while gauging priority and severity to escalate tickets accordingly to appropriate ancillary teams
- Maintaining fluidity during constant business changes, while staying compliant to security and HIPAA regulations
- Major contributor to centralized knowledge base to circulate critically relevant information to co-workers on retired and future processes and fixes
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Fielded 100 calls during shift maintaining 90% resolution
Technical Support Specialist Tier III
Charter Spectrum
12.2016 - 12.2017
- Provide exceptional technical support for all Charter services and their related products while utilizing gold standard customer service
- Ability to triage non-help desk issues and open ticket escalations while working with National Help Desk as well as national and regional operations centers to investigate and determine prompt resolution
- Diagnose, troubleshoot, and resolve varied types of software, hardware, and connectivity issues
- Consistently achieved and exceeded all key performance indicators set forth by company's standard of practice
- Effectively utilizing all tools such as New York Regional Operational Center (NYROC), Agent Toolkit for Identity Management (ATIM), Order Management System Enterprise (OMse), and UNIFED
- Assisted with training of new employees and explaining protocols clearly and efficiently as subject matter expert as well as mentoring current employees
- Pioneered chat program to assist customers with billing and technical queries increasing satisfaction rating 20% within first quarter
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Education
Bachelor of Science - Computer engineering
DeVry University
Downers Grove, ILSkills
- Field Operations
- Hardware and Software Monitoring
- Microsoft SCCM
- Analyze Security
- Infrastructure Upgrades
- Network Infrastructure Support
- Project Oversight
- OSI Network Layers Understanding
- Security Standards
- Infrastructure Projects
- VMware Virtualization
Certification
CompTia A+
Information Technology Infrastructure Library (ITIL v3)
Help Desk Institute - Customer Service Representative (HDI-CSR)
CompTia N+
Timeline
Infrastructure Engineer I
Memorial Sloan-Kettering Cancer Center
07.2020 - Current
System Analyst
NYC Health + Hospitals
03.2020 - 07.2021
Information Services Shift Analyst
Nemours Children Hospital
04.2019 - 03.2020
Service Desk Analyst Associate
Adventist Health Information System
11.2017 - 04.2019
Technical Support Specialist Tier III
Charter Spectrum
12.2016 - 12.2017
Bachelor of Science - Computer engineering
DeVry University
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