Adrian Alexandar - 2015
- 1. Adrian Alexander M: (317) 652-0440 Alexander3855@gmail.com CAREER ACCOMPLISHMENTS / HIGHLIGHTS • Designed and created custom databases for the Mergers & Acquisition group and the Nephrology Recruitment Department. • Configured, applied and created images to computer systems for all corporate departments. • Developed detailed data models of new computer databases, tested and migrated data for projects. • Developed new solutions and optimized existing processes to implement necessary efficiency and quality changes. • Coordinated and managed a test environment with new computer systems to test, evaluate and debug any problems before implementing the system to ensure a feasible computer system conversion. • Designed and built custom computer systems, file server and designed network layout for printers and other peripherals. • Served as a project coordinator and/or lead for IT infrastructure, including: technology-refresh projects, investor relations projects and system conversions. EXPERIENCE Roche Diagnostics – Indianapolis, IN 05/2011 - Present Service Desk Analyst / Field Support Technician • Provided analytical assistance for reporting of SLA metrics for first call resolution and first contact resolution to upper management. • Successfully completed a Windows 7 rollout and migration for approximately 70,000 customers in 174 different sites and locations. • Constantly reviews and discovers IT errors and problems and quickly diagnosis the issue and resolves most issues, front line. • Extensive knowledge and troubleshooting of all IT service related issues and problems related to Roche IT systems. • Responsible for incident and problem management; utilizing skills to identify appropriate root causes and countermeasures. • Responsible for communicating overall monitoring and coordinating of all related activities which are necessary to resolve incidents. • Provide support for all areas of IT including: iPhones, iPads, Smartphones, printers, switches, LAN cabling, computers, laptops, all Roche software systems and hardware and other related peripherals. • Subject Matter Expert in most all Roche IT systems. Wyndham Worldwide / RCI - Carmel, IN 01/2007 – 01/2010 Systems Analyst • Provided detailed analysis of issues for a Global IT environment. • Subject Matter Expert (SME) for a variety of areas within the system • Provided IT support for all regions for this 24/7 helpdesk. • Provided critical systems Quality Assurance check and availability after maintenance of all Global IT systems and after all change management implementations were performed. • Reported and informed the Incident Manager for failed changes reported by IT team(s). • Analyzed, evaluated and tested issues and tracked them in Assyst / Magic. • Support of more than 2000 different applications, customers, international helpdesks and systems. • Trained new users and employees on system changes and procedures daily.
- 2. Anthem BCBS / WellPoint, Inc. - Indianapolis, IN 10/2003 – 11/2006 Support Engineer / Project Manager • Provided IT customer hardware and software service support and training both over the phone and at the desktop level for a fast changing environment • Provided hardware and meeting support, and solved many technical issues for many high level executives using devices such as blackberry devices, laptops and virtual private network issues • Worked independently on many projects, and special meetings including: investor relations calls, shareholder services issues and board meetings. • Discovered and solved many IT related issues, both hardware, software and technical system conversions, setup changes and provided concrete end-user training. • Worked extensively in many facets outside of my hardware role, being in a challenging environment - supporting 300+ executives at Monument Circle Downtown. • Constantly utilized IT skills, and learned new changes and challenges during system conversions and changes in IT in all areas of the enterprise • Was the only IT technician at Headquarters for the largest healthcare provider in the Nation. • Kept pc compliance and self training through e-learning sessions and webinars. Platinum Digital Corporation - Culver City, CA 11/2001 - 7/2003 Manager, Service Delivery EDUCATION Western Governor’s University – Indianapolis, IN 2013 - Present Bachelor of Science Degree - IT Security California State University – Northridge, CA 1992 – 1994 Management Information Systems ADDITIONAL CERTIFICATIONS CompTIA Project+ 2/2015 CIW – Database Design Specialist 2/2015 CompTia A+ 5/2014 CIW - Web Foundations Associate 11/2013 ITIL v3, Information Technology Infrastructure Library, Version 3 03/2013 CCSP, Certified Customer Service Professional 03/2013 Dell Certified, Latitude, Optiplex Series. 12/2003 Continuous Quality Improvement Class / CQI 100 11/2002 Microsoft Certificates MCSA, Microsoft Certified Solutions Associate 03/2013 MCITP, Microsoft Certified Information Technology Professional 03/2013 MCTS, Microsoft Certified Technology Specialist 03/2013 MCP, Microsoft Certified Professional 03/2013 Developing with Microsoft Windows Sharepoint Services 3.0 (Clinic 5045) 02/2011 Deploying Microsoft Forefront Client Security (Clinic 6078) 02/2011 Inside look at Developing with Microsoft Windows Sharepoint Services 3.0 02/2011 Introduction to SQL Server 2008 R2 Application and Multi-Server Management 12/2011 Introduction to SQL Server 2008 R2 Master Data Services 12/2011 Introduction to SQL Server 2008 BI Solution Development 12/2011 Exchange Server 2010 in an Enterprise 12/2011 Exam Preparation for MCDST Certification (Clinic 2263) 12/2011 Introducing Hyper V in Windows Server 2008 12/2011 Introducing Security and Policy Management in Windows Server 2008 12/2011 Microsoft Security Guidance Training IV 12/2011