Summary
Overview
Work History
Education
Skills
References
Timeline
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William Hofmeister

Cedar Rapids,IA

Summary

Dynamic and detail-oriented Tier 2 Application Support Analyst with a solid background in managing complex Claims systems, including Xcelys, Facets, and IDX, and a proven track record of providing high-level technical support for a broad range of applications. Demonstrated expertise in leading the development of training materials and managing knowledge base content, ensuring efficient knowledge transfer and support process optimization. Skilled in triaging and resolving escalated tickets in ServiceNow with a focus on improving user experience and system functionality.

Overview

10
10
years of professional experience

Work History

Tier 2 Application Support Analyst

Innova Solutions
Cedar Rapids, IA
10.2022 - Current
  • Proficiently manage and resolve complex issues in Claims systems, including Xcelys, Facets, and IDX, ensuring high system performance and user satisfaction.
  • Lead the creation and maintenance of training videos and materials, significantly enhancing team skills and knowledge transfer.
  • Spearhead the development and continuous updating of knowledge base articles, optimizing the support process and information accessibility.
  • Successfully triage and prioritize escalated support tickets in ServiceNow, delivering effective solutions.

Tier 2 Technical Support Analyst

AEGON GLOBAL TECHNOLOGY
Cedar Rapids, IA
05.2018 - 10.2022
  • Work escalated support tickets in Service Now, prioritize and escalate cases to Tier 3 teams.
  • Process service requests and serve as an escalation point for issues with the Help Desk’s scope.
  • Provide support for internal Aegon/Transamerica employees and workstations with an application portfolio of over 2,000 unique applications.
  • Subject Matter Expert F5 VPN, ODBC, and Macintosh/Apple.

12 Technical Support Analyst

AEGON GLOBAL TECHNOLOGY
Cedar Rapids, Iowa
05.2015 - 03.2018
  • Administer critical issues by identifying high impact outages while coordinating technical support with Tier 3 support teams.
  • Draft and distribute appropriate communication and initiate transfer of SWAT process when applicable.
  • Support AGT integration of Critical1/SWAT process for on-boarding business units.
  • Support for enterprise business continuity and disaster recover exercises.
  • Work support tickets in Service Now, prioritize and escalate cases to Tier 2.

Contractor - Tier 1 Technical Support Analyst

TEK Systems Global Services
Cedar Rapids, IA
05.2014 - 05.2015
  • • Work support tickets in Service Now, prioritize and escalate cases to Tier 2 when no solution is available.
  • Meet monthly performance metrics.
  • Respond to requests received through email, chat, and phone.

Education

MBA - Project Management

Kaplan University
Cedar Rapids, IA
03-2014

Bachelor of Science - Information Security And Forensics

Kaplan University
Cedar Rapids, IA
11-2011

Associate of Applied Science - Information Technology - Network Administrator

Kaplan University
Cedar Rapids, IA
10-2010

Skills

  • Data Analysis
  • Network Administration
  • Customer Support
  • Disaster Recovery
  • User Training
  • Operating Systems
  • Incident Management
  • Windows 95/98/2000/XP/XP Pro/NT
  • Information Security
  • Troubleshooting and Diagnostics
  • Client Relations
  • Technical Writing

References

References available upon request.

Timeline

Tier 2 Application Support Analyst

Innova Solutions
10.2022 - Current

Tier 2 Technical Support Analyst

AEGON GLOBAL TECHNOLOGY
05.2018 - 10.2022

12 Technical Support Analyst

AEGON GLOBAL TECHNOLOGY
05.2015 - 03.2018

Contractor - Tier 1 Technical Support Analyst

TEK Systems Global Services
05.2014 - 05.2015

MBA - Project Management

Kaplan University

Bachelor of Science - Information Security And Forensics

Kaplan University

Associate of Applied Science - Information Technology - Network Administrator

Kaplan University

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William Hofmeister