JAMES R. WRAY
Hurst,TX
Summary
Methodical Application Support Analyst accomplished working with both internal and external vendors to support and implement applications using standard tools and frameworks. In-depth knowledge of network administration, technical testing and back-end applications. Strong troubleshooting, analytical and communication skills.
Overview
12
12
years of professional experience
Work History
APPLICATION SUPPORT ANALYST
Paragon Healthcare Inc.
01.2021 - 08.2023
- Provided support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Conducted and supported implementation delivery with client and internal departments.
APPLICATION SUPPORT TECHNICIAN
Paragon Healthcare Inc.
01.2019 - 01.2021
- Worked with IT Application Manager to develop workflows, processes, goals, and policies to continually improve the quality of customer service and technical service provided to the end users
- Participate in the new application end user environment scenarios while testing documenting and reporting issues to the development team while carrying out other duties
- Served as liaison with application vendors for tech support and projects
IT HELP DESK TECHNICIAN
Paragon Healthcare Inc.
01.2014 - 01.2019
- Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
WORKFORCE MANAGEMENT ANALYST
01.2012 - 01.2014
- Developed a suite of exception reports and logs to identify data inconsistencies within the national reporting process to ensure data integrity
- Performed end to end process troubleshooting when issues were identified with national reports
- Implemented and managed the change control processes to ensure the strategic and operational changes were reflected on national reports
- Worked with the Management Information System (MIS) team to develop the necessary reporting to support a blended environment for the inbound and outbound collections operations.
Education
Associates - Computer & Network Technician
Asher College
2015
Management – Supervision Certificate -
Dallas County Community College
2005
Automotive Technology Certificate -
Lincoln Technical Institute
2001
Skills
- 10 years’ Operations Support
- Data Analysis
- Training Documentation Development
- Configuration Management
- UAT Support
- Performance Optimization
- Project Documentation
- Technical Analysis
- Client Relations
- System Maintenance
Timeline
APPLICATION SUPPORT ANALYST
Paragon Healthcare Inc.
01.2021 - 08.2023
APPLICATION SUPPORT TECHNICIAN
Paragon Healthcare Inc.
01.2019 - 01.2021
IT HELP DESK TECHNICIAN
Paragon Healthcare Inc.
01.2014 - 01.2019
WORKFORCE MANAGEMENT ANALYST
01.2012 - 01.2014
Associates - Computer & Network Technician
Asher College
Management – Supervision Certificate -
Dallas County Community College
Automotive Technology Certificate -
Lincoln Technical Institute