Shenequa Singleton
Details
Technology and Engineering Management
Dallas Baptist University
2009 : 2013
Bachelor of Science
Computer Engineering Technology
Prairie View A&M University
2003 : 2008
• Create and manage security access groups using Microsoft Azure, ensuring efficient and secure management of user permissions.
• Troubleshoot and resolve access issues promptly, minimizing potential risks and ensuring uninterrupted operations.
• Create, manage, and resolve work tickets in ServiceNow to ensure timely issue resolution and customer satisfaction.
• Utilize Identity Access Management (IAM) solutions to manage user accounts throughout their lifecycle, maintaining data integrity and compliance.
• Develop and update Standard Operating Procedures (SOPs) to streamline processes and promote adherence to security protocols.
2021 : Present
Gainwell Technologies
Professional Information Security
* HMS (now Gainwell Technologies)
• Administered IDs and passwords for application access.
• Provided support for application access issues.
• Logged all incidents reported via telephone, email or voice mail using ServiceNow.
• Distributed incidents to the appropriate support groups as needed.
• Ensured timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
• Documented processes and procedures as required.
• Assisted IT Change Management coordinator with the review of IT change requests and conducting of change advisory board meetings.
2014 : 2021
HMS
IT Support Analyst II
* Resolved escalated issues with the Allscripts Homecare clinical system.
* Managed support tickets through Microsoft System Center Service Manager.
* Implemented system upgrades for regulatory compliance.
* Created training guides for Allscripts custom integrations.
* Researched, tested and implemented possible Allscripts program enhancements.
* Provided after-hours support to resolve issues with Allscripts Homecare.
* Assisted Technical Support Analysts with duties as needed.
2012 : 2013
VNA of Texas
IT Systems Analyst
* Resolved incoming help requests from end users.
* Resolved connectivity issues with SSL VPN.
* Resolved profile, printing, and application issues in Citrix XenDesktop and XenApp.
* Provided remote access support for after-hours issues.
* Provided support for software issues.
* Provided on-site repair of minor hardware issues.
* Conducted training sessions on the use of Blackberry and iPhone mobile devices.
* Created, updated, and managed application support tickets through the SharePoint Support process work-flow.
* Assisted infrastructure team with troubleshooting network issues.
* Managed and maintained inventory of equipment in the agency.
2008 : 2012
VNA of Texas
Technical Support Analyst
Skills
Access, Android Studio, Android Support, Blackberry, Cisco prime collaboration provisioning, Computer Hardware, Customer Service, Hardware, Healthcare, Healthcare Information Technology, iPhone Support, Macintosh Applications, Macintosh Hardware, Microsoft Exchange, Microsoft Office, OS X, Outlook, Process Improvement, Service-now.com, SharePoint, Software Documentation, Technical Support, Training, Troubleshooting, VPN, Windows 10, Windows XP, XP
About
* Skilled in active listening, understanding the prospective of others and responding thoughtfully thus ensuring effective communication.
* Sound knowledge of Windows and MAC OS
* 15 years experience in technical support
* Ability to learn and adapt quickly
* Ability to collaborate effectively with cross functional teams across the organization.
* Experience in healthcare IT
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