Stephen Martin
Middletown,New York
Summary
I am an experienced, dynamic IT professional with a proven track record of excelling in fast-paced environments. With my software implementation and troubleshooting skills, I intend to improve the efficiency and profits of your organization. I am adept at enhancing systems through detailed analysis and effective communication. Skilled in Microsoft 365 and EMR/CRM systems, delivering impactful solutions that improve operational efficiency and user satisfaction. I am also skilled at translating business needs into technical requirements and ensuring successful IT solutions.
Overview
13
13
years of professional experience
Work History
Business Systems Analyst
Children's Service Center
07.2021 - Current
- Provide technical support and help desk services for EMR users, run troubleshooting software, log in, and address workflow issues.
- Identified needed business improvements and determined the appropriate systems required to implement solutions.
- Assessed business requirements to create focused solutions.
- Helped deploy system enhancements to improve field operations.
- Trained staff on new system processes and updates to help improve and reduce support tickets.
- Work alongside IT vendors and internal teams on integration and issue resolution.
- Gathered, reviewed, and reported on findings.
Customer Success Manager
Mobiniti
01.2020 - 03.2021
- Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage while providing a training platform viz Zoom, Teams and Google Hangouts.
Business Development & Technical Sales Support
SOVA Technologies
02.2013 - 01.2021
- Assisted with CRM database management, account provisioning, and system configurations.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Delivered training and support on telecom and cloud-based systems (SIP, PRI, SDWAN, Cloud, and Wireless Mobility).
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Valley Central High School
Montgomery, NYAssociates in Information Technology - Information And Communication Technology
Southern New Hampshire University
Hooksett, NH01-2024
Associate of Arts - Dance Performance
Manhattanville College
Purchase, NY08-2006
Skills
- Data Entry
- Software and hardware implementation
- Specification formulation
- Enhancement support
- Research and analysis
- Systems & Business Analysis
- Software Troubleshooting & Upgrades
- Microsoft 365 & Sharepoint
- Microsoft Outlook
- Detail-Oriented
- Communication Skills
- EMR/CRM Systems (SmartCare & Salesforce)
- Help Desk & IT Support (Tier 1-2)
Timeline
Business Systems Analyst
Children's Service Center
07.2021 - Current
Customer Success Manager
Mobiniti
01.2020 - 03.2021
Business Development & Technical Sales Support
SOVA Technologies
02.2013 - 01.2021
High School Diploma -
Valley Central High School
Associates in Information Technology - Information And Communication Technology
Southern New Hampshire University
Associate of Arts - Dance Performance
Manhattanville College