Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vincent Zapata

El Centro,CA

Summary

Professional support analyst with strong background in IT support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.

Overview

15
15
years of professional experience
1
1
Certification

Work History

IT Pharmacy Support Analyst

ScriptPro
05.2023 - 11.2024
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Conduct technical analysis and review of system performance
  • Research required information using available resources including internal knowledge base articles, technical procedures, Sharepoint, mentors, and previously documented Service Requests
  • Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow
  • Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously
  • Respond to customer calls from a general issue queue or a subject matter expert specific queue as assigned
  • Work a queue of tickets based on priority and impact to the customer
  • Recommend workflow changes based on pharmacy needs and recommended best practices
  • Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications
  • Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users
  • Build customer relationships through providing superior customer service
  • Document all job functions using Siebel with a high level of data quality
  • Proactively monitor systems for performance and connectivity to minimize or eliminate downtime

IT Service Desk Analyst

Solar Turbines
12.2019 - 05.2023
  • Provides support to REMOTE (logmein) user's PCs and Laptops, such as troubleshooting, installing, and removing a number of different software applications (Amazon WorkSpaces, Genesys, etc.)
  • Assists with troubleshooting, organizing, and triaging affected staff during system outages
  • Maintaining a thorough understanding of pending tickets and the status of users on covered projects
  • Account creations, deactivations, password resets, account unlocks
  • Troubleshooting network issues with users' BYOD equipment to pinpoint problems/source of problems
  • Troubleshoot and resolve IT issues by phone, chat, and email
  • Ensure all incidents are resolved against Service Level Agreements
  • Conform to all Enterprise policies, procedures, and security Standards
  • Install printers and needed software
  • Used Active directory to enforce group policies

Pharmacy Authorization Specialist

Scripps Health Care
04.2017 - 04.2019
  • Verify insurance eligibility and coverage
  • Initiated Prior Authorization for medication not covered
  • Calculated drug dosages and prepare prescription labels
  • Closely monitor inventory levels

Pharmacy Technician

PillCo. Pharmacy
10.2009 - 04.2017
  • Assisted pharmacist in day-to-day pharmacy operations
  • Completed and updated patient profiles with correct billing, insurance, and prescription information
  • Contacted physician offices via phone and fax to obtain prescription refills and authorizations
  • Coordinated Delivery service for 25 board and care facilities throughout San Diego

Education

Associate of Science - Pharmacy Science

New Bridge College
01-2008

Skills

  • Maintenance and repair of various I/O Devices
  • Effective Communication
  • Customer service
  • Problem-solving skills
  • Attention to detail
  • Knowledge of Windows operating system
  • Knowledge of Mac OS
  • Knowledge of Linux operating system
  • Ability to diagnose and resolve onsite computing problems
  • Ability to diagnose and resolve remote computing problems
  • Install and manage Windows Server Active Directory
  • Support ticketing systems

Certification


  • CompTIA +
  • Google IT Support

Timeline

IT Pharmacy Support Analyst

ScriptPro
05.2023 - 11.2024

IT Service Desk Analyst

Solar Turbines
12.2019 - 05.2023

Pharmacy Authorization Specialist

Scripps Health Care
04.2017 - 04.2019

Pharmacy Technician

PillCo. Pharmacy
10.2009 - 04.2017

Associate of Science - Pharmacy Science

New Bridge College

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Vincent Zapata