Trevor Rose

• Deploy application upgrades and installation through Microsoft System Center Configuration Manger (SCCM)
• Work in Service Now to manage enterprise IT related request
• Provide up to level II support for over 1k users remote and desktop side support.
• Assist the IT Manager in supervision training and mentorship focusing on leading the team of Desktop Support.
• Continually updating personal knowledge of computing hardware operating systems and software
• Compile and statically data of metrics using excel and SQL for leadership.

• Work with Microsoft Excel and Google Sheets to maintain residential visitor tables
• Ensure daily operation of the facility runs smoothly
• Participate and recruiting and training of new employees
• Administrative duties performed assigned by executive leadership
• Document and reported concerns & incidents as they may arise to other staff and management.
• Assist and coordinator services needed through external agencies for residents and guest of the facility.

• Dramatically improved Quality Assurance (QA) and Performance Improvement (PI) through AD-HOC and historical data
• Presented validated data reports using dynamic visualization to internal and external stakeholders
• Presented living artifacts utilizing Microsoft Office suite to regulatory agencies
• Maintained customer complaints, regulatory audits and training databases.
• Created, Maintained Standard Operating Procedures (SOP) to assist director of Compliance with standardize audits of performance.
• Worked with collaborative teams to develop interpersonal business relationships in efforts to improve quality of care throughout the organization.
• Utilized Microsoft Excel to create vital pivot tables validate data findings.

• Interpret data using advanced SQL (PSQL/ TSQL) query language while analyzing results to create application upgrades and requested changes.
• Supported and lead three other data specialists throughout the day to day operations and various projects.
• Developed and implemented data analytics, protocol that optimized statistical efficiency by 40%.
• Worked with management to prioritize business and information needs.
• Participated in quarterly LINUX server patching.
• Adhered & maintained Service Level Agreement (SLA) while negotiating a newagreements to improve critical response times by 20%
• Created dynamic data visualization models within Power BI and Tableau to support data findings.

• Subject Matter Expert (SME) towards peers for best practices in collections techniques
• Affectingly investigated client or business entities portfolios that happened to be 15 to 89 days in the arrears while offering organization approved retention for agreed collateral.

• Supervising manager of 10+ level tier 1 & tier 2 individuals utilizing ITIL v3 framework
• Created and updated Standard Operating Procedures (SOP’S) which slashed response recorded metric time frame by more than half creating a higher efficient first call resolution.
• Participated in large scale projects that included hardware and WIFI migration enterprise wide.
• Assisted with desktop and mobile device configuration for new and or exiting employees.
• Maintained interpersonal and professional relationships with System Administrators and Network Engineers to ensure the common IT needs of the enterprise were meet.
• Utilized my advanced knowledge of help desk trouble ticketing system to create a living Knowledge Base (KB) thus drastically shorting trouble shooting steps to determine root causes of issues.
• Suggested and deployed application upgrade and installation through Microsoft System Center Configuration Manger (SCCM)
• Created and managed Performance Appraisal Plan and Performance Action Plans for all subordinate employees.

• Actively monitored consumer portfolios identifying possible fraudulent activity.
• Communicated incidents of suspected fraud to and with high value clients verifying activity.
• Created risk management activity reports using various applications with in Microsoft office suite for account executives and managers.
• Recommended anti-fraud processes for changing transaction patterns and trends.
• Developed and held positive customer relationships through email and phone calls while working to resolve critical and non-critical issues.
• Triaged inbound calls while working with customers in professional timely manner to ensure timely effective resolutions.

• Created Web traffic reports for supervisory teams of all individuals that completed Health Care Exchange sign up
• Aided in desktop and mobile device configuration for new and or exiting employees.
• Maintained and adhered to SLA’s for critical response time.
• Developed and held positive customer relationships through email and phone calls while working to resolve critical and non-critical issues.

• Served as tier I & II level technical support analyst troubleshooting mobile device as well desktop IT related issues.
• Identified and resolved hardware, software and connectivity issues for a for various operating system including MAC.
• Assisted in mobile account provisioning for devices to ensure network VOIP and cell tower technologies through proprietary software.
• Utilized my advanced knowledge of help desk trouble ticketing system to create a living Knowledge Base (KB) thus drastically shorting trouble shooting steps to determine root causes of issues.
• Triaged inbound calls while working with customers in professional manner to ensure effective resolutions.