Lance Christian Stonecypher

Lance Stonecypher Mobile- | Email- Professional Summary Highly motivated, service-driven professional pursuing a career in Technical Services. Has a balanced mix of professional and independent work experience to advance my career. Demonstrates a high aptitude for learning quickly while successfully working with many people in a fast-paced environment. Qualifications Experience working in a fast-paced environment with deadlines and team and independent projects. Excellent communicator and assists users of all levels effectively and provides above and beyond service. Adaptable fast learner, industrious, organized and projects a professional and friendly demeanor. Currently pursuing A+ certification. (Pending) Office365, Windows 7, 8 and 10, Dell Sonic Wall, MS Server 2016, Cisco Meraki Routers and AP, SCCM, CyberArk, BMC/Remedy Ticketing, ServiceNow, Microsoft Dynamics, AS/400, Citrix, Epic, Cerner OneChart, PowerChart, Star Navigator, Change Healthcare AHIQA, Itarian, MS SQL, iOS and Android, VMware, Active Directory, Single Sign-On (SSO), ETL Tools, SQL SSIS, PAR, Aloha, CFC Configuration Manager, VNC, Dameware, TeamViewer, Bomgar, Landesk, Solar Winds, Avaya Contact Manager, Call Pilot, and Ghost Imaging Professional Experience Application Analyst in Physician Support Information Systems September 2022 to March 2023 Northside Hospital Systems (Contract via Insight Global) Provided white glove service to only Physician, Nurse Practitioners, and Physician Assistants across 5 hospital campuses and thousands of satellite and affiliated practices. Received numerous customer service compliments and was recognized with my compliments on hospital displays. Supported a long list of applications including Electronic Medical Records application Cerner / One Chart including RevCycle, PowerChart, One Sign, Imprivata Cortext, Tiger Connect, and 30+ other hospital applications. This role utilized most of the skills I learned over the course of my career in contract roles I was fortunate to have received such as hardware, printers, handheld scanners, VPN, RDC, DameWare, Active Directory, CyberArk, MS Office, Windows, ServiceNow, Change Healthcare, VMware and more. Participated every day with a dynamic and organic team as we assisted each other every day. Provided one call resolution when possible or otherwise assigned incidents to the appropriate team. Made daily decisions on 3 levels of priority assigned to incidents. Retail Systems Integration Analyst March 2022 to May 2022 Focus Brands (Contract via Mondo) Atlanta, GA Accurately and quickly reported issues on software and hardware. Utilized Jira and ServiceNow for project documentation. Issues reported on integrations, loyalty platforms, or online ordering allowed me to provide a decision on if they could be fix or if it needed to be escalated to engineers. Assisted on migration from POS Systems Aloha to PAR. Worked closely with Retail Systems Analyst completely focused on hardware. Field Support Specialist Tier II September 2021 to January 2022 Anthem Health (Contract via Wipro & American Cyber) Atlanta, GA Provides all support aspects to the field including laptop deployment, laptop builds, and reimaging / refreshes Utilized SCCM to deploy software Remotely assisted users utilizing SCCM Remote Desktop and RDP Used automated ETL tools, executed SQL SSIS as well as Reporting Services. Performs escalated troubleshooting to determine next steps in the process Consistently made decisions determining a resolution that allowed the end user to perform their duties Documented tickets for service in Salesforce and Service Now Applies excellent customer service and as well as meets deadlines. Effectively communicates with the Depot, End Users, and Executives. Transitional IT Support / Major Incident Specialist June 2021 to August 2021 White Cap (Contract via Nityo Infotech) Atlanta, GA Client is a billion-dollar corporate spin off requiring an IT Support Specialist as well as Incident Management Successfully provided excellent incident resolution as well as major incident management for company outages as well as newly acquired companies in transition to the White Cap family using ServiceNow and Salesforce Coordinated with various departments, Directors and C Level Executives until resolution and/or root cause was identified. Provided incident resolution for issues pertaining to network connectivity, firewall, hardware, security and access management using CyberArk and Active Directory Provided remote support via Itarian. Service Desk Analyst (EMR Conversion – Go Live) January 2021 to February 2021 McLaren Health Care Corporation (Contract via Hays Recruiting) Atlanta, GA Answer, evaluate, and document 50+ incoming telephone, voice mail, e-mails daily providing support to medical staff, Nurses, and Physicians in a timely and efficient manner while designating P2 and P3 responses. Assisted in the Go Live process during the conversion to new Electronic Medical Records software Cerner One Chart and supported hundreds of applications while also supporting Windows 10. Utilized my extensive experience with HIPAA compliance and privacy laws. Documented user issues and solutions in the POB G6 ticket system while maintaining and updating technical documentation in the knowledge base as well as Salesforce and Jira Performed duties while also working with Agile Kanban and SQL SSIS and SQL Management Studio Maintained Active Directory profiles, policies, and SLAs. Deployed imaged OS utilizing Microsoft SCCM. Added printers, workstations, Imprivata, Single Sign-On devices providing identity management. Desktop Support August 2020 to October 2020 Cerner Health (Contract via Alku, LLC) Atlanta, GA Provides exemplary service answering 25+ calls per day resolving technical issues for users of patient portals who are attempting to view their medical information. Performs imaging of laptops and workstations, installs network printers, troubleshoots printers, Windows 7-10, cable and network connectivity and replaces internal hardware, setting domains, creating accounts and with appropriate permissions and access in Active Directory. Guides internal users through challenges faced within Windows 10 Documented tickets via Salesforce Investigates portal errors, password resets, and complicated tasks revolving around a digital invitation system. Routinely applies HIPAA regulations to medical PHI for resolution, sharing and limited access to an individual’s protected health information. Proficient user of Microsoft Office and Office 365 products such as Outlook, Word, Excel and more. Unemployed due to Covid-19 February 2020 to August 2020 Provided Care for Family Member Post Surgery June 2019 to January 2020 Help Desk Specialist (POS Conversion) May 2019 to June 2019 Genuine Parts Company (Contract via Seneca HQ) Norcross, GA Effectively acted as first and second level support for requests from 3000+ retail store (NAPA) users via phone and email to support a POS conversion project as per SLA while providing remote support via Bomgar Repaired corrupt SQL databases using Linux/Unix and Power Shell Daily use of SQL Management Studio, SQL SSIS and other ETL tools. Provided hardware troubleshooting, repair, and replacement for Dell Sonic Wall, Cradles, retail scanners, computers, monitors and printers while supporting Windows 10 Utilized SCCM for software distribution (Imaging) and patch management to Windows PC's, laptops, and servers Resolved issues regarding inventory, product pricing, payroll, identity and access management via Single Sign-On Created and terminated user accounts in Active Directory while also setting folder access and security rights Performed documentation via Jira and Service Now Technical Analyst (Product Launch) March 2019 to April 2019 KavoKerr / Dexis (Contract via TEKsystems) Alpharetta, GA Provided exceptional troubleshooting for the Dexis brand of KavoKerr launching a new dental digital imaging sensor product via phone and email while documenting incidents using ServiceNow. Assisted private dental practices from beginning to resolution of the call Added new users, reset passwords, verified software keys and access levels Re-imaged workstations, provided software upgrades and support remotely using Bomgar Created databases using SQL Server Management Studio and SQL Server to resolve software upgrade issues Created and deployed OS images using Ghost Solution Suite Proficient user of Microsoft Office and Office 365 products such as Outlook, Word, Excel and more. Adhered to HIPAA compliance and privacy laws Incident Commander Level II (Holiday Assistance PT Overnight) October 2018 to January 2019 GE Digital (Contract via Orpine, Inc.) Alpharetta, GA GE employees are granted substantial time off during holidays and I assisted GE during that time. Successfully provided excellent Incident Management for P1 and P2 issues and outages for international GE business lines around the world including, oil, aviation, business management, factories and others using ServiceNow and Salesforce Owned the call from start to finish while acting as the central point of contact for all teams involved in the resolution and investigation of the P1 or P2 incident. Information Systems Help Desk (Cerner EMR Conversion) October 2018 to December 2018 Northside Hospital (Contract via TEKsystems) Atlanta, GA Answer, evaluate, and document 60+ incoming telephone, voice mail, e-mails daily providing support to medical staff, Nurses, and Physicians in a timely and efficient manner while designating P1, P2 and P3 responses. Assisted in the Go Live process during the conversion to new Electronic Medical Records software Cerner One Chart and supported hundreds of applications while supporting Windows 10 Extensive experience with HIPAA compliance and privacy laws Documented user issues and solutions in Service Now and Jira while maintaining and updating technical documentation. Maintained Active Directory profiles, policies, and SLAs. Create and deployed OS utilizing KACE Deployment Appliance. Added printers, workstations, Smart ID, Single Sign-On readers providing identity management via Single Sign-On Technical Analyst II April 2018 to June 2018 T-Mobile (Contract via Assurant, Inc.) Duluth, GA Provided premium tier II technical support by effectively diagnosing and resolving 30+ support incidents reported by external customers for a top mobile phone carrier while documenting incidents in Microsoft Dynamics Excelled in troubleshooting, diagnosing, and resolving complex issues across a wide array of internet connected devices such as personal computers, iOS and Android mobile phones, tablets, wireless devices, Bluetooth devices, RFID smart thermostats, smart TV’s, SyncUp Drive & Fleet and home automation devices. Effectively responded to email, chat and telephone requests in a timely and efficient manner. Acted as customer advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention while providing one call resolution. Proficiently provided Inventory Management utilizing Salesforce for documentation of support tickets Help Desk Analyst (POS Conversion) October 2017 to November 2017 Arby’s Group (Contract via Insight Global) Sandy Springs, GA Answered, evaluated, and documented 80+ incoming telephone, voice mail, e-mail, and in-person requests from restaurants as well as on-site users with corporate office emphasizing customer service. Guided successful POS conversion from Aloha Point of Sale to PAR Point of Sale while working with NCR and Xpient terminals, Kiwi kitchen monitors, bump bars, receipt printers, drive-thru timers. Work closely with on-site technicians to uninstall existing hardware and install upgraded hardware. Confirmed back-office systems, polling, Dell Sonic Wall, Cisco router, and switches displayed network connectivity. Resolved credit card processing and settlement issues on POS and BOS Proficiently created tickets, documented supported calls, and escalated to Tier III using Salesforce Created and maintained Active Directory profiles, group policies, reset and changed passwords Assisted managers with resolving RTI issues - inventory, cash, corrupt batch files and labor issues/discrepancies Working knowledge of digital menus and digital signage. Technical Analyst February 2017 to July 2017 Behavioral Health Link, Atlanta, GA Effectively acted as first and second level support for requests from 1500 internal users via in person, phone, and email to quickly assist licensed therapists in a crisis hotline call center with strong emphasis on customer service Maintained professional behavior in a highly confidential behavioral health environment Utilized SCCM for software distribution and 2000 Windows PC's, laptops, and servers Extensive experience with HIPAA compliance and access management via Single Sign-On Documented user issues and solutions in Service Now while maintaining and updating technical documentation. Improved end user experience by achieving 85% one call resolution before escalating Assisted users via phone and on-site connecting to Dell Sonic Wall VPN Created and maintained Active Directory profiles, security levels, and policies as well as password resets Supported Windows 7 through Windows 10 as well Office365 Maintained and updated extensive technical documentation and knowledge base. Imagined desktops, laptops and Wyse terminals in addition to performing maintenance and repairing hardware. Ensured adequate inventory of all computer equipment, printers, smart phones and tablets, both Android and iOS Experienced in mobile device deployment using VMware and inventoried all mobile assets. Monitoring, troubleshooting, and maintenance of servers, cables, switches, routers Developed, coordinated, and implemented telephone systems and PBX solutions including the on-going maintenance of telecommunication equipment utilizing Avaya Contact Center, Call Pilot, and InContact Solely responsible for implementation and maintenance of intranet and held leadership position on board. Webmaster and Social Media Manager Jan 2016 to Jan 2017 Independent Contract Work, Atlanta, GA Conceived, designed, and implemented advanced websites for clients all while supporting Windows 10 Select sites were e-commerce shopping enabled. Providing ongoing maintenance of website Maintaining and managing various social media platforms for client Created e-newsletter graphics and email campaigns. Successful communication with my clients’ various vendors to coordinate site implementation. Documentation incidents in Service Now and Jira. Reduced client’s site downtime and monitored all aspects of the sites including hacking and IP blocking. Rapid Response Specialist July 2015 to Dec 2015 Ammacore, Inc., Alpharetta, GA Received and successfully resolved 120+ inbound calls per day in addition to emails and outbound calls. Recruited Technology Service Providers from the Work Market platform for break-fix work. Worked to ensure the needs of customers were being satisfied while providing excellent customer service. Vetted and secured qualified technicians for break-fix work, emergency requests, and project assignments. Ensured that providers were being secured within a set budget by negotiating with both the client and the field technician. For marketing purposes, continually updated CRM Salesforce Ensured high field productivity through proper work planning and coordination; minimized technicians’ downtime and travel. Managed, planned, and scheduled preventative maintenance work orders based on priority. Continuously monitored workload and field technicians, including pre-notification of customer and follow-up Software Support Specialist September 2013 to June 2015 Metro Video and Media, Duluth, GA 80+ inbound calls daily providing support, troubleshooting and resolution of problems, issues, and requests initiated by end users related to website development software and applications via telephone. Answered help desk hotline and email requests while documenting support calls and providing follow-up and closure of resolved issues. Maintained Active Directory profiles, policies, and security levels for admins of client websites. Documented tickets and facilitated escalation of issues and requests. Assisted customers with DNS setup and email setup. Reduce client’s site downtime and monitored all aspects of the clients’ sites Repaired corrupt databases by executing Linux Commands Systems Support Specialist - POS September 2009 to August 2013 National Vision Inc., Lawrenceville, GA Responded daily to over 110 technical support issues via telephone and email from 700 plus optical and vision care retail stores and on-site corporate office involving 3400+ internal customers Provided primary Tier 1 and 2 support, including troubleshooting and resolution of problems, issues, and requests initiated by end users related to all company-wide standard workstation hardware and peripherals, company-wide software, systems, and applications via telephone and remote assistance using VNC. Assisted users connecting to Dell Sonic Wall VPN, Cradle Devices, Credit Card Terminals Maintained Active Directory profiles, policies, and security levels and access management via Single Sign-On Maintained highest level of confidentiality handling sensitive health records in accordance with HIPAA regulations Answered help desk hotline and email requests while documenting support calls and providing follow-up and closure of resolved issues Conducted re-imaging of workstations and monitored automated updating of workstation applications Guided store associates to correctly enter complicated orders for vision products in POS system Troubleshoot and repaired down systems at the store level including cables, switches, routers, and BOS. Utilized SCCM for software distribution and patch management to Windows PC's, laptops, and servers Updated store networks by adding printers, workstations, and integrated credit terminals. Hardware and peripheral support for repairing or replacing. Advised end users on asset, inventory and report tracking and provided updates Proficiently provided Inventory Management & Support using utilizing Salesforce Facilitated escalation of issues and requests while documenting incidents in BMC Service Desk & Salesforce Repaired corrupt databases by executing Linux Commands Assisted ordering and tracking using AS/400 Additional duties included project implementations, updated project schedules, rollouts of new hardware and software applications, and other activities as assigned Provided exemplary documentation and resolved customer concerns acting as customer advocate Received numerous service awards for C.H.A.M.P.S. excellence in customer service program Promoted from Customer Care to Systems Support within 3 months of hire date