About Me
I work with IT and business stakeholders in assigned verticals to maintain the core functionality of applications and ensure system integrity aligns with best practices and daily business processes. As part of my role, I am responsible for coordinating with Application Leadership to ensure system and process continuity. The tasks assigned to me require a mix of technical and analytical skills, along with critical thinking. I work in a cross-functional team environment and collaborate effectively to implement and maintain business solutions.
Experience
2024
My career started in a broom closet at a dot com e-commerce business. I assembled custom computers and later created a simple Incident tracking system to oversee a quickly expanding support team. This experience ignited a passion that continues today, leading me through various roles such as IT Specialist, Account Manager, Sales, Senior Application Support Analyst, and Senior Production Support Analyst.
2020
With several years of professional experience in technology, I have spearheaded numerous projects to help companies optimize their processes and implement new tools to enhance efficiency and deliver superior service to customers and stakeholders.
Senior production support analyst
one call care management / Insight Global
Responsible for maintaining, troubleshooting and managing regular daily operations and escalations for transportation products and Production applications.
Application support analyst II
Logisticare
Provide support to external users, and serves as an escalation point to tier-I customer service representatives in the field, as well as junior Application Support Analysts internally. Primary role and responsibilities include receiving a complaint or internal escalation, gathering the facts of the issue, assessing the situation, and executing the solution.
2017
They say, “Find a job you love, and you will never have to work a day in your life.” Computers and technology have always been my passion and I bring that passion to everthing I do.
senior support engineer
JONAS SPRINGER-MILLER SYSTEMS / ATRIO
Provide second-level application software support for the ATRIO suite of products including Property Management, Point-of-Sale and Spa including adjacent systems.
Skills & Proficiencies
tECHNICAL sKILLS
ServiceNow/Salesforce CRM Administration
Database Management and Data Analysis
Remote Support Methods (Bomgar, Goto, etc)
Troubleshooting / Root cause analysis
Agile / Scrum / Kanban methods for software development
Complex Project Management and Implementations
Cloud Management and Administration
Experience supporting all major operating systems including Microsoft Windows 98 – Windows 11, Linux, Apple MacOS, iOS, and Android.
Microsoft Office / M365 Administration
Hospitality Industry Concepts
Hospitality Property Management Systems
Medical IT/Software Standards and HIPAA
NEMT Concepts and Software Solutions
Special Projects
Salesforce Implementation
As part of a major modernization project at Springer-Miller Systems I was part of a team that converted our company from our existing CRM to Salesforce.com. This also included being a Salesforce Admin for several years.
Developed Support Organization for ATRIO
As Sr. Application Support for ATRIO I helped define a new digital first support process that eliminated the need to have a full call center staffed 24/7, which reduced costs and increased efficiency. This included developing a whole new support model from the ground up.
ServiceNow Implementation / Administration
Transitioned our company from BMC Footprints to ServiceNow and took over as a technical lead and ServiceNow Administrator. As part of this project, I was able to help modernize our outdated and convoluted ticketing system while incorporating automation and workflows to increase effeciency.
Juan adds value with every business interaction, bringing his experience, knowledge, judgement and delightful personality as key qualities that demonstrate his commitment to achieving his and the companies goals. Juan reported directly to me for 2 1/2 years and was instrumental in helping the existing team ramp up on industry tools like SQL, ITSM, and ServiceNow. Juan joined the team and quickly learned the healthcare transportation industry, along with all the rules and regulations that govern healthcare (HIPAA, HITEC, SOX, etc...) having no healthcare experience in his previous endeavors. He demonstrates the self-motivation needed to succeed with any company, in any industry.
Brian Harris, Logisticare
Juan is always a pleasure to work with and approaches his job with enthusiasm. Juan always puts the customer and their needs first. That is what true customer service is about and he truely embodies that. In addition, Juan has a vast understanding of our product and technology in general.
Theresa Ellsworth
PAR Springer-miller systems
Reach out
Juan Barrera
https://www.linkedin.com/in/juan-luis-barrera/
connect with me
