Jacob Hunt
Blacksburg,VA
Summary
Seasoned support professional with strong attention to detail, superb management skills, and solid history of tackling increasingly-challenging requirements. Well-versed in supporting the technical needs of multiple applications and product lines in a fast-paced healthcare technology environment, and proficient in using independent decision-making skills and sound judgement to positively impact every situation encountered.
Overview
14
14
years of professional experience
Work History
Manager, Level 2 Product Support
XIFIN (OmniSYS)
03.2021 - 03.2023
- Managed a highly-skilled team of Level 2 Support personnel, providing technical support for all core products within the organization.
- Actively trained and mentored new members of the team, and created detailed training documentation.
- Created custom-coded software and shell scrips to further automate data manipulation and other tasks.
- Established open and professional relationships with product stakeholders in multiple divisions to achieve efficient and accurate issue resolution.
- Managed and prioritized multiple project support queues, and hosted daily SCRUM sessions.
- Obtained SME status on multiple products and consistently prioritized process improvement designs.
Level 2 Product Support
OmniSYS
01.2017 - 03.2021
- Researched complex software issues by utilizing functional testing methods and conferring with software development and other technical assets.
- Updated and developed advanced SQL queries for data mining, reporting, and analysis.
- Acted as technical liaison and product SME with executive management and other department heads.
- Performed advanced data manipulation tasks and implemented application configuration changes.
- Designed tools to enhance process efficiency and developed scripts for task automation.
Business Systems Analyst
OmniSYS
03.2016 - 01.2017
- Collaborated with product and other executive stakeholders to transform user stories into business and technical requirements.
- Ensured business requirements were well-defined, and facilitate issue clarification and resolution between departments at all steps of the SDLC.
- Created and maintained documentation at various levels of business and technical acumen.
- Acted as tier 2 software support by researching technical issues for core software products and documenting via user stories.
QA Analyst
OmniSYS
10.2014 - 03.2016
- Performed in-depth functional testing of transactional software and other core software products.
- Transformed business requirements into test cases and maintained quality assurance procedure documentation.
- Used strong attention to detail and advancing data analysis skills to properly identify and report issues.
- Participated in daily departmental SCRUM meetings to establish short- and long-term strategy.
NOC Technician
OmniSYS
07.2009 - 10.2014
- Monitored and ensured the continuous uptime of all core enterprise software applications and physical hardware systems.
- Coordinated and executed system software deployments for SDLC components.
- Served as Tier 1 desktop support and completed system builds, image updates, and user administration.
- Managed all components of server backups including physical, software, and scheduling.
EOB Posting
OmniSYS
04.2009 - 07.2009
- Processed paper EOB statements into electronic records using 10-key data entry methods.
- Maintained team productivity by balancing, scanning, and archiving records with accuracy and efficiency.
Skills
- Technical Issues Analysis
- Staff Education and Training
- Application Support
- Organization and Queue Management
- Excellent Communication
- Business Analysis and Requirements
- Decision-Making
- Critical Thinking
- Advanced Transact-SQL
- Healthcare Technology
Education
High School Diploma -
Wh Ford High School
Quinlan, TXTimeline
Manager, Level 2 Product Support
XIFIN (OmniSYS)
03.2021 - 03.2023
Level 2 Product Support
OmniSYS
01.2017 - 03.2021
Business Systems Analyst
OmniSYS
03.2016 - 01.2017
QA Analyst
OmniSYS
10.2014 - 03.2016
NOC Technician
OmniSYS
07.2009 - 10.2014
EOB Posting
OmniSYS
04.2009 - 07.2009
High School Diploma -
Wh Ford High School
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