Taylor Puentes
Casselberry,FL
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Adept at analyzing system performance and performing maintenance to sustain optimal user experience.
Overview
13
13
years of professional experience
Work History
IT Analyst II – Applications Support Specialist
University of Central Florida, UCF
04.2017 - Current
- Administers and oversees implementation, integration, maintenance, sustainment, customer support, and functional documentation for Enterprise level 3rd party applications across the life cycle
- Serve as liaison with vendors, customers, and other departments required for application support and stability
- Collaborative Problem Solving with other stakeholders across organization as well as outside parties
- Subject Matter Expert (SME) for a wide variety of applications: Qualtrics, PaperCut print management, Titanium Schedule EMR, Opal-RAD/Symmetry EMR, Hyland ICT Brainware and Perceptive Content, Time Matters law practice management
- Cross-trained in other applications and tasks: ProPharm pharmacy management, Docusign, Persona campus access control, OptiSigns
- Mentoring/training colleagues in my SME applications
- Create and maintain software and organization-specific documentation to share with other departments
- ServiceNow ticketing system experience
- Basic Project Management skills for team-managed projects
- Adaptable as issues arise to find solutions through critical thinking
Senior Technical Support Assistant
University Of Central Florida, UCF
03.2013 - 03.2017
- Facilitated relationship management as a liaison between students, faculty, and other Center for Distributed Learning (CDL) teams
- Provided personalized assistance and technical support services for Webcourses@UCF (Canvas LMS) and its integrated software while communicating information between all involved parties
- Developed and updated written documentation for Webcourses@UCF
- Advocated for software feature requests to improve quality and flexibility in online learning.
Parking Hostess
Walt Disney World
05.2012 - 10.2013
Office Assistant Intern
Gerald McKenzie, Attorney At Law
01.2011 - 09.2011
Education
Bachelor of Arts - English – Technical Communication
High School Diploma -
Skills
- FERPA and HIPAA compliance training
- Practiced in ITIL service lifecycle
- Adobe Creative Suite and MS Office Suite expert
- Experienced with Windows, Mac, and mobile application use and support
- Problem-Solving
- Analytical and Critical Thinking
- Excellent Communication
- Self-Motivated
- Organization and Time Management
- Teamwork and Collaboration
- Dependable and Responsible
Timeline
IT Analyst II – Applications Support Specialist - University of Central Florida, UCF
04.2017 - Current
Senior Technical Support Assistant - University Of Central Florida, UCF
03.2013 - 03.2017
Parking Hostess - Walt Disney World
05.2012 - 10.2013
Office Assistant Intern - Gerald McKenzie, Attorney At Law
01.2011 - 09.2011
University of Central Florida - Bachelor of Arts, English – Technical Communication
West Florida High School of Advanced Technology - High School Diploma,
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