Education and Certification

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Grand Valley State University

Bachelor of Science                                                                                                                                    May 1989

Major: Computer Science           

Minor: Business

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Fruition Partner

ITIL Foundation Certification                                                                                                                     June 2012

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Gordon Food Service                                                                                                      

Certificate of Appreciation - Quality of Work Life Action Team                                         November 2004, 2005

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Computer Associates International, Inc.                                                                                         

Unicenter AutoSys: Core Components/Advanced Job Scheduling                                                       July 2004

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Computer Horizons Education Division                                                                                           

UNIX Tools Advanced                                                                                                                        November 2003

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Computer Horizons Education Division                                                                                           

Oracle Advanced SQL and PL/SQL                                                                                                     October 2003

 

Additional in-house courses at GFS for Time Management, Improving People Skills, and Building High Performance Teams        

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Experience

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Corewell Health System                                                                                   

Title: Patient Access Service Center Representative                                                                               2021 – Present

Supported Software Solutions:

• Priority Health Member Portal

• Priority Health Agent Center

• Priority Health Provider Portal (PRISM)

 

Responsibilities:

• Provide high quality support and training for members, agents, and providers

• Assist with account creations and logins for members, agents, and providers

• Document process on reviewing and determining approvals for PRISM account requests

• Created documentation and Knowledge Articles on processes for team members to follow

• Primary recipient for all provider calls

• Train other team members on tasks required to support providers

• Assist team members on support by collaborating with MS Teams Chat

• Collaborate with 2nd level support as needed to resolve member issues

• Attention to detail

• Ensure security and confidentiality of member information

• Create tickets for issues containing accurate information for support

 

Awards and Recognition:

• Strong and Steady Award-Went above and beyond, working extra hours to help with the new prism account process

• Quick Action Award-Quick observation and curiosity, recognizing and reporting that our prism registration process was not working properly, resulting in a security issue being resolved in just a few hours as opposed to a few days

• Team Player Collaboration-Training action taken to ensure the success of new employees on the team

 

Key Projects:

• Assisted in implementing the process of assisting providers in creating new prism accounts. This included the creation of Knowledge Articles and the training of team members

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Title: Patient Access Service Center Representative                                                                                    2020 – 2021

Responsibilities:

• Customer Service Scheduling for COVID screenings, swabs, and vaccinations

• Accurate registration of patient information, maintaining HIPPA Compliance

• Educate patients on the process for registering and scheduling COVID tests and vaccinations

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Bekins

Title: IT Operations Professional                                                                                                                     2017 – 2020

Supported Software Solutions:

• Spiceworks

• ePASS - Enterprise Resource Planning (ERP) system

• ServiceBridge

• Crystal Reports

• D-Tools

• SharePoint

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Responsibilities:

• Support our main software solutions, such as ePASS (ERP), D-Tools (project management), ServiceBridge (schedule and routing boards).

• Stay current on the latest software products in the market.

• Develop roadmaps, create strategy visions and lead projects.

• Create scripts to automate the processes.

• Assist other teams within the department with troubleshooting various IT Help Desk issues.

• Provide technical support to various lines of business and enterprise technology teams as necessary due to dependencies on software products.

• Work with vendor to add additional features and functionality for users of our ERP solution, allowing us to gain more functionality from the solution.

• Upgrade all supported solutions.

• Support modules in our ERP solution, used for Accounting, Inventory, Invoicing, Purchasing, and Customer Service.

• Train new support technicians for our team on administration and support of the solutions.

• Creation of reports various reports in Crystal Reports providing valuable information, aiding in decision making and the implementation of new departments and processes.

• Responsible for Processor Card Industry (PCI) security compliance.

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Accomplishments:

• Received ‘Bekins Hand’ awards from colleagues as appreciation for support.

• Received recognition by colleagues in Bekins Newsletter for accomplishments.

• Created script which automates the upgrade of all clients of our ERP system.

• Created reports to support new departments.

• Created reports which provided information not available from reports available within the ERP solution.

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Key Projects:

• Project Lead to review and recommend a new ERP solution.

  • Learning and documenting the processes of every area of the business at Bekins.

  • Creating a team of key non-IT personnel, leading and guiding them in the process of selecting a new software application, which is a process none of them were familiar with.

  • Collecting and prioritizing the requirements of each business area.

  • Determining the vendors in the ERP market.

  • Working with the potential vendors, reviewing requirements, setting up the meetings and meeting agendas, and scheduling the demo’s to meet the schedule of representatives from each team.

  • Summarizing the features, capabilities, and costs of the vendors and working with the core team to come up with a recommendation.

• Worked with vendor to add enhancements and enable new features to add value and optimize the use of the current ERP solution.

• I created reports to save time and provide information. For example, I created a Stock Status report for the Purchasing department.  At the time, they spent 35 - 40 minutes 3 - 4. times a week to create this in Excel and determine what needed to be ordered. Now, the team only needs to refresh a Crystal Report to get the same information. I also created a HEAT report for the Service Manager, who felt that we had many tickets in Kalamazoo and was considering increasing the trip charge for tickets in this area until he saw the results from the report. Overall, I created well over 100 Crystal Reports for the company.

• I created scripts to save time and help troubleshoot issues. One example is a script which updates the ERP clients. Prior to this script, someone from IT needed to upgrade our machines manually when there was an ERP update, which took about two hours of overtime. Now the script can be scheduled to run at any time and updates the clients automatically.

• Implemented HelloSign for collecting customer signatures on sales quotations electronically. This saved time for both the sales professionals and our customers. This cut down the amount of time to get a signature from days or weeks to hours.

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Gordon Food Service

Title: Infrastructure Software Administrator                                                                                   2000 –  2017 

Supported Software Solutions:

• Tivoli Service Desk

• Attention Paging

• xMatters

• CA Workload Automation (AutoSys Edition)

• IBM Omnibus

• CA Service Desk Manager

• ASG Cypress Report and Distribution

• EasyVista Service Manager

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Responsibilities:

• Stay current on the latest software products in the market.

• Develop roadmaps, create strategy visions and lead projects.

• Design solutions to meet a variety of customer needs.

• Assist other teams within the department with troubleshooting failed workload automation jobs.

• Provide technical support to various lines of business and enterprise technology teams as necessary due to dependencies on software products.

• Maintain, monitor, and troubleshoot a wide variety of software solutions, including those for monitoring, workload automation, notification, and IT Service Management (ITSM).

• Support modules in our ITSM solutions, including Request, Incident, Problem, Change, and Asset Management.

• Train new support technicians for our team on administration and support of the solutions.

• Create reports in our ITSM solution to measure Key Performance Indicators for the department.

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Accomplishments:

• Received 8 Point of Excellence awards for outstanding work performed on various projects.

• Integrated ITSM Solution with new notification solution to allow for better notifications on tickets.

• Enhanced the ITSM Self Service portal for improved customer experience.

• Created custom Business Objects Universe to provide reporting capabilities for the Asset Management team.

• Maintained Service Desk application without vendor support from 2002  - 2008.

  • Saved the business annual maintenance costs.

  • Modified source code to meet changing needs of the department.

  • Responsible for writing reports for department using Crystal Reports.

  • Developed SQL Procedures and UNIX scripts to automate employee data loads.

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Key Projects:

• CA Service Desk Manager Replacement/EasyVista Implementation - 2015 - 2016

  • Instrumental in the cost analysis of ITSM solution, leading to the decision to purchase a new solution.

    • Responsibilities:

      • Lead Meetings.

      • Review current and future cost of solution in its current state.

      • Review the cost of the long-term desired state of the solution.

      • Compare to competitor cost. Competitors included:

        • ServiceNow

        • BMC Remedy

        • Cherwell

        • LANDesk

        • EasyVista

        • JIRA ServiceDesk

  • Key part of the core team in the product selection phase of the project.

    • Responsibilities:

      • Gathered and prioritize system requirements.

      • Send the Request for Information to vendors and summarize results.

      • Reviewed the demo’s of the various solutions by the vendors.

      • Created sandbox environments for the top solutions for the team to test and review.

      • Took part in the recommendation and creation of the spending request for the new solution.

  • Primary administrator in the design and implementation of the new solution.

    • Responsibilities:

      • Aided in creating the Statement of Work with professional services.

      • Attended training and design sessions with professional services.

      • Aided in the configuration and implementation of the solution.

    • Benefits:

      • Lower annual license and maintenance costs.

      • Improved User Interface.

      • Automation of processes and tasks.

      • Easier reporting and dashboard creation for users.

      • Enhanced Self Service portal and Knowledge search capabilities.

  • Primary lead on the creation and implementation of a Service Catalog.

    • Responsibilities:

      • Lead Meetings.

      • Gather Requirements.

      • Design and Diagram Process Workflows.

      • Gathered and organized data to be used in the Service Catalog.

    • Benefits:

      • Gave users a common, user-friendly interface for ordering supplies and services.

      • Automated tasks used for ordering supplies and services, making these processes much more efficient.

• CA Service Desk Optimization Project - 2014

  • Performed analysis of the solution.

  • Compiled list of all current customization's implemented into the solution.

  • Lead various meetings, explaining the purpose of the customization's to the core team.

  • Reviewed each customization with the appropriate team to determine if they were still needed.

  • Removed unnecessary customizations.

  • Restructured the category tree structure related to incident, request, and change tickets.

  • Benefits:

    • Improved the upgrade process, making it easier and faster.

    • Unnecessary fields were no longer displayed in the interface.

    • Allowed us to use the product as it was designed to be used.

• CA Workload Automation (AutoSys Edition) Upgrade - 2012

  • Upgraded the workload automation solution, receiving high praise from our professional services consultant, complimenting my work ethic and devotion to the project.

  • This provided a new, enhanced graphical user interface for our developers.

  • This moved us to the latest version of the solution.

• Tivoli Service Desk Replacement\CA Service Desk Implementation - 2008 - 2009

  • Responsibilities:

    • Primary administrator in the design, implementation, and configuration of the new system (CA Service Desk Manager).

  • Benefits

    • Gave us a supported solution.

    • Gave us a modern user interface.

    • Gave us additional functionality, such as a Self Service portal.

• Monitoring Replacement Project - 2006

  • Gathered requirements for the new solution.

  • Aided in configuring and implementing new solution.

  • Took over primary support responsibilities when former primary support technician left the organization.

  • Trained new primary support technician on administration and support of the solution.

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Title: Help Desk Technician                                                                                                                 1997 -  2000 

• Responsibilities:

  • 1st level support of corporate computer issues.

  • Responsible for Novell security requests.

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Awards

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8 Point of Excellence Awards, awarded by colleagues for excellent support and project work   2000 - 2017

Help Desk Team Award                                                                                                                                     1997                  

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VOLUNTEER  

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Technology Committee

Bethel United Reformed Church - Jenison

January 2014 - Present

Enhance use of technology for the church. One project included connecting our Youth Group building to the internet in our main sanctuary. This provided internet access to be used for our education classes and our youth group.

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Information Technology Consultant

Zion Christian School - Byron Center

March 2020

Assisted in outstanding project tasks, including resolving VPN issues for teachers and upgrading servers and computer lab workstations. Also gave suggestions for providing internet access outside the school building by the sports fields. 

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Housing Construction Team Member

Habitat for Humanity - Grand Rapids

June 2015 and June 2016

Helped out with construction of a house for families.