VICTOR C. AGUILUZ
Renton,WA
Summary
Detail-oriented Systems Analyst with over 30 years of experience in IT Logistics and Customer Service, including 13 years at Amazon. Proficient in systems analysis, integration testing, and maintaining databases for Pharmacy and Lab orders. Demonstrated expertise in Remedy/Call Tracking Systems and extensive support for consumer electronics, including various devices and platforms. Proven ability to troubleshoot application issues and manage code integrity across multiple software versions.
Overview
32
32
years of professional experience
Work History
IT Support Assoc II, L3
Amazon.com
03.2012 - Current
- Virtual Logistics Team
- Hardware Logistics support for Amazon Customer Service in North America
- Primary Logistic support for Amazon Customer service agents
- Break/Fix specialist
- Pack and ship for customer service system (LCSOS systems)
- Replace hardware assets and peripherals for Amazon CS agent
- Maintain equipment deployment and intake (returns) database
- Maintain LCSOS system inventory in ServiceNow
- Fulfill Accommodations requests for agent with medical issues requiring specialized equipment
- Ergonomic Chair
- Keyboards
- Sit/Stand desk
- Headsets
- Virtual Ops/Tech Support
- IT support for work from home Amazon Customer service
- Trouble hardware, networking, and peripheral issues allow Amazon Customer Service agent to maintain availability
- Created replacement request to
- Customer Support Analyst, Digital Specialist AIV
- Provide account and application support to customers, specifically with regards to software functionality and troubleshooting of system configuration. Specific work may include technical troubleshooting of:
- Various electronic media devices, including Kindle, iPhone, MP3 players, Roku and similar video playback recorders, PCs, Macs
- Issues experienced with downloading MP3s, videos, e-books, software, and other electronic media to the electronic devices and/or computer operating systems mentioned above
- Provide prompt, friendly, efficient, detailed, and helpful service to Amazon customers
- Act as an advocate for our customers, reporting and acting on observed areas for improvement
- Assume responsibility for developing detailed knowledge about specific product lines and features
- Ensure interactive website features are operational; surface all problematic issues for immediate correction.
- Actively seek solutions to customer needs and identify trends to appropriate personnel, including possible solutions or suggestions
Consultant / Pharmacy Analyst, Applications Support
US Consulting Services / Inova Health Systems
05.2010 - 07.2010
- Ensured effective support for Inpatient Pharmacy Module at Inova Health Systems, Virginia.
- Managed medication entries in IPP database for therapeutic interchange project, enhancing workflow efficiency.
- Collaborated with pharmacy team to optimize medication management processes within Carecast system.
- Conducted comprehensive reviews of medication data to ensure accuracy and compliance with health standards.
Consultant / Pharmacy Analyst, Applications Support
Dynamic Computing Services / Mills-Peninsula Health Services
01.2008 - 05.2009
- Ensured seamless operation of the Inpatient Pharmacy Module at Mills Hospital and Mills-Peninsula Hospital.
- Maintained critical IPP processes, including managing Fill Lists and MAR reports for accuracy.
- Updated and maintained pharmacy compendium to ensure compliance with industry standards and regulations.
- Integrated pharmacy charges into LASTWORD Chargemaster (table 21) to streamline billing procedures.
- Supported eMap medication bar coding system, enhancing medication tracking and reducing errors.
- Ensured connectivity between LASTWORD and Pyxis/Talyst systems for efficient medication dispensing.
- Provided comprehensive on-call support for LASTWORD applications, addressing issues promptly and effectively.
- Collaborated with multidisciplinary teams to optimize pharmacy processes and improve patient care.
Application Development Analyst, LASTWORD Support Team
Perot Systems/Catholic Healthcare West
08.2003 - 12.2007
- Ensured high system uptime by resolving LASTWORD issues across six facilities.
- Installed configuration changes and regulatory releases for all CHW hospitals efficiently.
- Served as primary IPP analyst, updating Pharmacy Compendium with new medications.
- Maintained drug database and conducted monthly First Data Bank updates for accuracy.
- Created pharmacy protocol orders and maintained Frequency Table for operational efficiency.
- Supported CERNER MSMEDS and GRASP systems, enhancing patient acuity management processes.
Application Analyst IV, Information Technology Group
Valley Medical Center
12.2000 - 01.2003
- Ensured application uptime by resolving LASTWORD issues through user collaboration.
- Optimized Breast Center scheduling by creating appointments and setting provider information.
- Facilitated pharmacy upgrades by installing code and updating training pathways.
- Enhanced emergency room workflows by participating in MedHost system version upgrades.
- Maintained clinical information systems including hardware functions and database management.
Sr. Configuration Specialist, Configuration Management Team
IDX Systems Corporation
11.1993 - 12.2000
- As member of the Configuration Management Development Support Team, responsibilities included system building; resource management, migrating code, problem tracking, system troubleshooting, creating and maintaining build processes, and hardware management. 4 years experience as primary system builder for configuration management team. Worked through all phases of a system build, including integration testing, multiple system builds, created “gold standard” (master) and client (upgrade) systems. Worked in the development phase through 11 versions of IDX LASTWORD. Created installation documentation for clients. Documented system build processes internally. Worked with clients to troubleshoot installation issues. Managed code integrity/version control and environmental maintenance. Installed and tested brand new Lastword pathways to clients. Created, delivered and installed code changes to clients based on the install instructions. Assisted clients with installing changes to production systems.
Computer Operations Help Desk
Computer Operator II, Information Services
11.1993 - 04.1997
- System management of a 3-mainframe 14-CPU site. Provided tape backups, system restores, spooler maintenance, file management and disk space allocation. Performed load balancing of three TANDEM mainframes to maintain a 5-second response time. Ran monthly updates of over 20 medical prescription databases. Generated reports and distribute to clients electronically and by mail.
- PC Support: Installed personal computer hardware and configure for Novell local area network. Software installations include LASTWORD Client for WINDOWS (LCW), TANDEM terminal emulator (Tte), PHAMIS In-house Tracking System (PHITS), McAfee Virus Scan, WINDOWS 95, WINDOWS 3.11, MICROSOFT OFFICE, MICROSOFT ACCESS, MICROSOFT PROJECT, MICROSOFT Mail, and Schedule +. Troubleshoot miscellaneous PC and terminal problems.
Education
Web Design Program
Seattle University
Audio Production Certification
University of Washington
Bachelor of Science - Health Administration
University of Phoenix
PM100 –Project Management Training
Perot Systems Corp.
A.A. - Pre-Engineering
Green River Community College
A.S. - Computer Engineering Technology
Renton Technical College
TACL Programming, Problem Solving, TANDEM System Management I & II, Database Query, VANTIVE Quality, Lotus Notes 4.6, TANDEM SQL, LASTWORD Configuration Management
IDX Systems Corp.
McKesson Horizon Meds Manager
Valley Medical Center
Skills
- ServiceNow
- Asana
- Microsoft Office 365
- Slack
- Network troubleshooting
- Ticket management
- Data entry
- Technical troubleshooting
- Hardware troubleshooting
- Documentation and reporting
- Application support
Timeline
IT Support Assoc II, L3
Amazon.com
03.2012 - Current
Consultant / Pharmacy Analyst, Applications Support
US Consulting Services / Inova Health Systems
05.2010 - 07.2010
Consultant / Pharmacy Analyst, Applications Support
Dynamic Computing Services / Mills-Peninsula Health Services
01.2008 - 05.2009
Application Development Analyst, LASTWORD Support Team
Perot Systems/Catholic Healthcare West
08.2003 - 12.2007
Application Analyst IV, Information Technology Group
Valley Medical Center
12.2000 - 01.2003
Sr. Configuration Specialist, Configuration Management Team
IDX Systems Corporation
11.1993 - 12.2000
Computer Operations Help Desk
Computer Operator II, Information Services
11.1993 - 04.1997
Web Design Program
Seattle University
Audio Production Certification
University of Washington
Bachelor of Science - Health Administration
University of Phoenix
PM100 –Project Management Training
Perot Systems Corp.
A.A. - Pre-Engineering
Green River Community College
A.S. - Computer Engineering Technology
Renton Technical College
TACL Programming, Problem Solving, TANDEM System Management I & II, Database Query, VANTIVE Quality, Lotus Notes 4.6, TANDEM SQL, LASTWORD Configuration Management
IDX Systems Corp.
McKesson Horizon Meds Manager
Valley Medical Center
System Building Tools:
TRACK – Proprietary IDX tool for recording code changes, CONTROL – Source Control Manager, LWINSTAL – Used to deliver software updates to IDX LASTWORD Clients, LWMAKE – Used for nightly system builds, SQLC – TANDEM SQL database builder, DDLs2 – Used to create DDL database, TABLE – Lastword dictionary table configuration tool, LABMENU – Laboratory module building tool, CMP – Pharmacy compendium utility.
Additional Software:
MICROSOFT WINDOWS 95/98/NT 4.0/2000/XP, Project Management Training PM100/PM200, Ontrack, MedHost ER system, CERNER MSMEDS Pharmacy System, Peregrine/Track-it Asset Management Software, MICROSOFT OFFICE 2000 Applications, Lotus Notes 4.6.2m, Datagate Interface Manager, Cerner Bridge Medical System (eMap), PICIS, CBOARD Nutritional System