Paula Young

Experience

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  Daytona State College

  Aug 2005 - May 2011

  Technical Support Team Lead / Supervisor

  Technical Support and service for faculty and staff Help Desk. Responsible for training and new hires and work study students. Responsible for scheduling coverage for work week. Troubleshooting concerns with software and hardware for faculty and staff computers. Remote troubleshooting and maintenance of faculty and staff computers. Knowledge of TCP/IP, DHCP, DNS Active Directory, Windows Server, SysAid online ticketing system, Cisco IP telephone and Unity voicemail as well as (MAC) operating systems, and Windows 7, XP, and Vista. Maintain computer equipment assuring that equipment is properly cleaned and is operational. Provide assistance to College staff on computer software programs and the College network. Assist with maintaining appropriate labs and inventory. Work at the helpdesk and provide general information about departmental activities. Review, provide, and distribute information from files and records as appropriate. Assist with computer deployment projects, also day to day technical maintenance. Assist with computer configuration or repairs and special projects or tasks. Show less

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  Halifax Health

  Oct 2009 - Dec 2009

  Phlebotomist Internship

  Responsibilities included completing blood draws on patients currently inpatient at the facility as per doctors orders.

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  Baxter International Inc.

  Oct 2013 - Feb 2017

  Technical Support

  Technical support and troubleshooting of software and hardware, remote installation and support of hardware and software. Server maintenance for software and data required for efficient performance of software located in the pharmacy. Support and troubleshooting for Hydraulic Robot which prepares medication syringes. Competent knowledge of Windows operating systems, Servers and administrator tasks. Knowledge of TCP/IP networking as well as database administration, software application installation, troubleshooting TCP/IP issues related to channels dedicated to workflow, troubleshooting Office applications, software and hardware. Remote support of Hospital PCs/laptops. Working knowledge and expertise in network protocols and configurations, secure server setups, user account editing, creation and permissions, LDAP, SSL, SSO configurations, knowledge of SQL database table queries, an advanced knowledge of computer hardware and software, including applications and peripheral devices such as printers, scanners, and other devices Show less

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  Halifax Hospital Medical Ctr

  Mar 2017 - Apr 2018

  Desktop Support

  Technical support and troubleshooting of hardware and software, remote installation and support of hardware and software. Expert at remote support and troubleshooting of end user issues with software, hardware, website access, etc. Troubleshooting and support of multiple Gentlemen EMR software programs such as Meditech, Allscripts and several other EMR softwares. Very proficient with AD, LDAP, SSO, SSL, TCP/IP, HTML, Java Script, JQuery, Bootstrap and website building. Technical support and troubleshooting of software and hardware, remote installation and support of hardware and software. Server maintenance for software and data required for efficient performance of software located in the pharmacy. Support and troubleshooting for Hydraulic Robot which prepares medication syringes. Competent knowledge of Windows operating systems, Servers and administrator tasks. Knowledge of TCP/IP networking as well as database administration, software application installation, troubleshooting TCP/IP issues related to channels dedicated to workflow, troubleshooting Office applications, software and hardware. Remote support of Hospital PCs/laptops. Working knowledge and expertise in network protocols and configurations, secure server setups, user account editing, creation and permissions, LDAP, SSL, SSO configurations, knowledge of SQL database table queries, an advanced knowledge of computer hardware and software, including applications and peripheral devices such as printers, scanners, and other devices Show less

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  NASCAR

  Apr 2017 - Jan 2019

  Service Desk Analyst II

  * Instrumental in inventory management, computer refreshes and license management for software andreclaiming unused licenses for reuse.* Installation of software and user data for new computers that were being issued.* Provided remote technical support for users regarding any issues end users had with software,applications and network asses.* Assisted with network preparation for races prior to and after race season completed.

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  TopBuild

  Feb 2019 - Jul 2021

  Sr Systems Analyst/Business Applications/Risk Management

  * System Administration role included the following, from creating new employee accounts using ActiveDirectory* VMWare, Windows Server, Citrix and ServiceNow platform were an integral part of my role to provideWorkday, system access, and access to all systems users needed in order to do their jobs on a dailybasis.* Conceptualized a more efficient way of keeping track of equipment that was provided to users as theyare located all over the country and some did significant travel with provided equipment.* Provided valuable insight into Sys Admin access to be able to trace which Admin completedinstallation and set up of each new computer, phone and tablet that was shipped out to each user. Show less

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  ServiceNow

  Nov 2021 - Jul 2024

  Sr Technical Support Engineer/Integrations

  * Integrations Engineer - assisted customer with issues arising from implementation and integration ofthird party software and applications with ServiceNow.* Reviewed customized code with OOB (out of box) ServiceNow code to advise of changes that wouldneed to be made in order to have the functionality work as expected.* Assisted customers with configuration of SSO and Multifcator Authentication protocols for successfulconnections to third party Identity Providers such as Microsoft, Google, Tenable, Slack, SuccessFactors, Workday, SharePoint etc.* Assisted customers with authentication issue with MID servers and LDAP Servers for successfulconnections for importing of user data into the ServiceNow Platform.* Information Technology is my degree base and I have experience regarding the following areasas they were used in reference to application functionality with the ServiceNow platform, MicrosoftAzure, VMware and Wireshark were used to do stack traces and Bssh for pulling and reviewing logsto assist in the determination of the possible causes of issues with functionality. Splunk was also usedto assist with reviewing logs to help determine causes of issues with authentication issues. PostManwas used for determining the validity of API endpoints and successful connections when verifying theconfiguration of Applications on the ServiceNow Platform. We used several Microsoft Products in houseand also assisted with the configuration for customers on the ServiceNow Platform. My access to theServiceNow platform included ITIL, Maintenance, Administrative and the ability to access customerServiceNow accounts for troubleshooting purposes. VM, MID, LDAP and Microsoft Exchange Serverswere also integral to my role to assist with correcting customer issue with the platform. Show less