Ephraim W.

Experience

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  Stream International

  Feb 1996 - May 1997

  Computer Software Specialist

  • Responsible for building and maintaining outstanding client relationships for fee based support. • Participated on the Mentor Team for first level technical support. • Resolved critical system failures involving hardware, operating system. • Provided solutions to various problems both company specific and industry wide.

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  UTSW Medical Center at Dallas

  Apr 1997 - Sept 1997

  Client Service Analyst

  • Performed Level one helpdesk support for internal computer user base. Supported, distributed software of Microsoft products, Macintosh operating system, DEC VMS, Novell NetWare 3.x/4.x and Network Protocols of TCP/IP and IPX/SPX.• Assisted in planning and implementation of solutions database for helpdesk usage.• Detected system degradation processes inhibiting system performance and resources. • Resolved storage space issues while maintaining system uptime. • Communicated network status regarding the campus medical network (Mednet) and other distributed software products. Show less

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  Accenture

  May 1998 - Aug 2012

  Lead Service Desk Analyst

  • Provide 1st and 2nd level desktop support for the end-user community including remote users reinforcing Service Level Agreements (SLAs) to manage end-user expectations.• Thoroughly record information into a ticket tracking system to ensure resolution in compliance with Service Level Agreements (SLA’s).• Assist colleagues with routing tickets to appropriate support groups within Incident Management in Remedy, such as Network Support, Application Support, Window Server Admins, Unix Server Admins and Oracle Database Support.• Analyze and resolve end user software program/application issues in a timely and accurate fashion, and provide end user training where required.• Communicate and document status/knowledge/issues with clients, other members of the implementation teams (including other functional areas) and project manager.• Coordinate test work and supervise staff during engagements assigned in order to complete the engagements within budget and milestones established during planning.• Review works performed by staff and provide verbal feedback to improve staff performance.• Provide guidance and work leadership to less-experienced analysts, and may have supervisory responsibilities.• Support several web applications such as Kintana, tool used to track, report, and audit the human resources and costs to operate IT organizations. As well as SharePoint Site, FEPS, LTC Portal, etc…..• Participates in special projects as required. Show less

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  Heartland

  Dec 2012 - now

  Operations Analyst

  • Responsible for running the daily production cycles for our back end processing system and also performing ancillary support tasks related to our cycle. • Individuals in this role are expected to be fast learners that are flexible and able to quickly adapt to environmental and procedural changes. • Multi-tasking and self-motivation are qualities that will be essential for a person in this position. The systems that individuals in this role will be working with are predominantly high volume back end processing applications for credit card transaction processing. • Perform primary cycle execution and secondary support tasks, individuals in this role can also be expected to maintain application configuration and operational procedures documentation. At times, these individuals will also be called upon to perform ad hoc production support research. • Work as part of a rotation of other operational analysts. One stage of this rotation involves after hours work and on-call duty Show less