Richard Heffernan
Saint Charles,MO
Summary
Driven IT professional with extensive experience at BJC Healthcare, specializing in system analysis and cloud migration, significantly enhancing operational efficiency and security. Expert in application support and project management, I excel in analytical thinking and vendor relations, ensuring projects exceed expectations. Proven track record in improving customer satisfaction through technical excellence and strategic problem-solving.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Analyst, App Config Support II
BJC Healthcare
05.2001 - Current
- IT Finance Team - April 2024-Present
- Enterprise Point of Sale
- IT Corporate Solutions - Senior Analyst - July 2018-April 2024
- Enterprise Point of Sale
- Echo
- ILMT
- Titan SFTP
- Clarity
- IT PMO Senior Analyst - Senior Analyst - 2014-2018
- Employee/User ID Project
- Forms on Demand
- MyTime Clock Replacement
- GSON Banner Upgrade
- SABA Implementation
- 3M Coding Development Team
- Horizon Clinicals Technical Team - Senior Analyst - June 2005-2014
- Desktop Support - Senior Analyst - May 2001-June 2005
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Queried databases for information needed for report processing.
- Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Installed system updates to address vulnerabilities and reduce security issues.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans and timelines.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Technician
Best Buy
03.2001 - 02.2003
- Troubleshooting & Diagnostics on end user devices
- Desktop Hardware Repair/Upgrades
- Operating System Installation/Repair
- Software Setup
- Manage tickets, warranty repairs and device disposal
Education
Associate of Science - Information Technology
Ranken Technical College
St Louis, MO05.2002
Skills
- Server Administration - Windows based and RHEL
- Vended Solutions SME
- Data Research and Validation
- Analytical Thinking
- Root Cause Analysis
- Technical Documentation
- SQL Programming
- SQL and Databases - MS SQL and Oracle
- Project Management
- Vendor Management
Certification
Comptia A+ Certification
Comptia Net+ Certification
Timeline
Analyst, App Config Support II
BJC Healthcare
05.2001 - Current
Technician
Best Buy
03.2001 - 02.2003
Associate of Science - Information Technology
Ranken Technical College
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