Deanna Vazquez

Experience

• 

  AIT Worldwide Logistics

  Feb 2013 - May 2013

  Customer Service Agent

  • Serve as a liaison between the sales manager and customer to enhance service experience• Promote additional services to contribute to overall profit• Interact with various agents to set up quotes, routes and rates for domestic freight shipments• Review the process and take immediate action to correct or solve issues that may occur.• Suggest improvements in procedures that will increase efficiency, reduce errors and better serve our customers

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  UnitedHealth Group

  Jun 2014 - Mar 2018

  • Standardized over 6,000 accounts and developed Role Based Access Control for prescription claims system on IBM iSerieso Resulted in savings of $1.2M on previously missed SLAs• Utilized RxClaim iSeries occupation security settings and user permissions to troubleshoot user support issues• Led requirements gathering across the enterprise; translated into security roles specific to department• Created and developed new processes and reports that contributed to standardization and improvement of working practices• Communicated with Business users and related to resolving queries, obtained clarifications and provided updates.• Organized meetings and discussions with client and end users to understand project requirements Show less • Provided customer support utilizing ServiceNow ticketing systemo Decreased average ticket turnaround time from 7 days to 1.5 days in one month• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access to member information• Administered and maintained RxClaim iSeries claim processing database; including exporting data via queries• Created and presented reports to executive team members and shareholders to support recommendations• Assisted clients with Active Directory user configuration and connection to other systems such as mail servers, single-sign-on, DNS Show less

  • IT System Management Analyst II - (Mixed On-site/Remote)

    Jan 2016 - Mar 2018

  • IT System Management Analyst I

    Jun 2014 - Jan 2016
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  Astellas Pharma US

  Mar 2018 - Apr 2020

  Systems Manager - (Mixed On-site/Remote)

  • Managed the entire CRO employee on-boarding process as the main POC for user access requests, providing user provisioning guidance; resulting in accelerated contribution and engagement• Maintained in-depth knowledge of clinical trial management system components; functioned as a key contributor and provided expert advice to other groups on technical and operational issues• Streamlined the on-boarding process by collaborating with developers to design, test and create an electronic request form using SDLC guidelines• Created and updated documentation, user guides and business process mapping for all systems, leading to increased department efficiency• Provided Electronic Data Capture system support through MAGIC (registering documents, sending documents out for Review, Approval and finalization); Show less

• 

  Kin Insurance

  Oct 2021 - now

  Spearheaded the end-to-end process of selecting an Identity Management (IDM) vendor, including proof of concept evaluation, vendor assessment, and comprehensive project management.Designed and optimized an intuitive internal submissions request form that streamlined the customer experience while ensuring IT received all necessary information upfront, significantly reducing follow-up inquiries and improving service efficiency.Transitioned IT operations from manually managing requests, users, and equipment in spreadsheets to Asana, leveraging automation to enhance efficiency, streamline workflows, and improve tracking accuracy.Managed mobile devices in a Mac/Windows hybrid environment, including distribution and tracking of company-issued hardware.Led IT support operations, collaborating with HR to streamline onboarding and offboarding processes.Provided Tier 2 and Tier 3 technical support and served as the escalation point for Tier 1 issues, ensuring swift resolution of complex problems..Performed ticket triage, routing requests and issues to the appropriate team members or departments to maintain operational efficiency.Delivered technical expertise and project leadership, ensuring the continuity and reliability of organizational tools and resources.Developed and maintained IT policies and procedures, creating comprehensive documentation to support organizational compliance and efficiency.Collaborated with Information Security to establish and uphold a robust security framework within the organization. Show less

  • Support Engineer

    Jul 2024 - now

  • Senior Product Analyst

    Aug 2022 - Jul 2024

  • IT Analyst

    Oct 2021 - Aug 2022