Kim Bogan

Experience

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  Amdocs

  Jan 2008 - Dec 2011

  Sr. Application Support Specialist
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  MasterCard

  Dec 2011 - Nov 2014

  Associate Analyst
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  Amdocs

  Nov 2014 - Aug 2018

  Technical & Business Operations Analyst

  - Facilitate communication across IT and Business groups- Provide second tier technical support and resolution for application problems- Replicate customer problems, test fixes and document solutions in UTS - Log all incidents into problem-management database and follow established procedures - Identify customer concerns and resolve or escalate customer issues expediently and accurately within documented timeframes- Ensure root-cause analysis of issues is submitted and routed accordingly- Ability to apply knowledge of principles, practices, and procedures- Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy- Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously- Intermediate proficiency and experience using Microsoft Office and SQL Developer Show less

• 

  SAIC

  Feb 2019 - now

  Technical Support Specialist

  - As a member of the Defense Casualty Information Processing System (DCIPS) help desk team, responsible for responding to and diagnosing problems through discussions with remote users at Ft. Knox and other facilities.- Problem recognition, account creation/maintenance, and website familiarization training to the users.- Provide end-user account management to handle increased scrutiny of user accounts, application permissions and HR training events in support of contingency operations.- Knowledgeable in Army structure to make correct decision on user configurations to ensure compliance with information assurance policies. Show less