Dedicated and focused professional with 18 years of proven ITG Production Support experience with Health Net, Inc. Skilled in the seamless usage of ITIL Incident and Problem Management methodologies. Demonstrated expertise in managing vendor production support teams comprehensively and at all levels. Adept in tracking incident trends via web applications, as well as throughout all HN applications and infrastructure. Proven talent for organizing projects and reporting on progress to upper management. Seeking a Manager of IT Application Manager and Infrastructure Product Support role that will allow for continued use of skills and core talents.

Operations Management | Relationship Building | Strategic Planning | Interpersonal Communication | Stakeholder Relations

Customer Service Excellence | Critical Thinking | Cross-Functional Team Leadership | Training & Development Documentation | Quality Assurance | Time Management | Organization | Attention to Detail | Analysis & Assessment

IT Department Leadership | Claims Response | MS Office | Windows OS | Health Net Applications

ABS Billing support

EPSS Tower Manager, 2015-Present

         Note issues as they arise and track resolution progress to completion

         Utilize incident trending and problem-solving skills to resolve recurring issues; work intensively with the COG APPS ABS Billing/Finance to discover and solve pertinent problems

         Successfully resolved two of four noted concerns to date and drove a 30% decrease in the occurrence of incident tickets opened after the monthly billing run

         Lead various weekly meetings to review RCAs received from IBM and CTS

         Serve on the Service Now Application Project team to plan for incident, problem and reporting modules; facilitate UAT tests in each area and train on problem modules with all ITG/Business users

         Handle quarterly CTS Repeating and Nuisance reporting; also complete validation/review with CTS management

         Attend Cetene biweekly meetings to discuss current problem management process and plan processes across the combined IT organization

Health Net, Inc.

EPSS of ITF Services, 2012-2014

         Fielded Severity 1 and 2 incident management and reporting/communications for HN ITG/Business

         Guided, mentored and served as an HN Representative during SWAT calls regarding all types of ITG outages

         Worked as the EPSS Management Lead for daily morning Operations Calls

         Trained current Infrastructure EPSS team on IBM Problem Management process and reporting beat practices

         Spearheaded problem management and ticket tracking functions as of October 2013; completed EPSS documentation and ensured clear communication with IBM and Cognizant

         Collaborate with the HN ITG Metrics Team as of 2013 across contract compliance efforts; review and validate monthly CTS On-Time batch reports, CTS BPaaS P5 RCA Root Cause Analyses and SLA39 report validation

         Represented EPSS/Health Net in weekly Health Net /IBM SLA Ticket Review by HN ITG Metrics Team

         Generated monthly reports including the Response Time & Availability Report; posted online and continued to complete for WCOE from 2006 until end of tenure in role

         Reviewed all enhancement efforts that were moved to the Production department for completion

Senior Business System Analyst-IT, 2009-2011

         Processed all Remedy tickets for Healthnet.com, MHN.com, MHNGS.com and HN Connect; directed projects focused on WCOE Prod Support AO

         Played a pivotal role in delivering WCOE Enterprise Production Support Services and partaking in a rotation of SWAT duty coverage

         Worked in conjunction with IBM and Cognizant contractor to resolve all tickets with accuracy, precision and timeliness

         Communicated all status updates to IT management per EPSS procedural guidelines

Senior Business System Analyst-IT, Continued

         Participated in the IBM Infrastructure Stabilization Program in 2012

o    Delivered service for the Web Production Support Team

o    Transitioned HN Connect contractor account maintenance duties to IBM IS ACCESS administration

o    Supervised operations for HN APPS HN Connect and HN APPS Web Internet Systems queues in order to meet required ITG SLAs

         Worked jointly with vendors and Cognizant Web Developers to resolve HN Connect tickets and also handled individual issues; cooperated with IBM Support and ITG Service Focal on all types of HN Connect concerns

         Regarded as a mentor during weekly Production Support meetings with vendors and developers

         Aided in WCOE project intake; shouldered responsibility for WCOE production and quarterly trend reporting

Web Developer, 2006-2009

         Processed all Remedy tickets for Healthnet.com, MHN.com, and MHNGS.com; focused mainly on Argus Alerts, Interwoven updates and data updates

         Partook in daily duties for a team that combined eBusiness and WCOE Production Support teams responsibilities

         Fixed individual issues with WCOE Web Developers; tracked ticket progress, completed production checkout and code change certification

         Authored monthly WCOE Production and Quarterly Trend Reports; involved discovery of problem/issue trends and suggested remedies for each that were submitted to WCOE management staff and CTO for review

         Completed Weekly Status Report for all AT Dashboard and Quality Center jobs

         Worked closely with department on-call staff members and rotated in an on-call capacity as well

         Ensure availability of availability via Keynote and Remedy tickets

Bachelor of Science, Environmental Design, The University of California at Davis

Associate of Arts, Humanities, Evergreen Valley College

Training Completion, Project Management et. al., Star 12 Online (ongoing)

Certificate, Project Management Fundamentals, Sierra College

Certificate, Network Administration and Management, The University of California at Davis Extension

Completed Courses, American River College