Santa Clarita, California, United States
IT professional with over 15 years of experience in application support, system administration, and technical client services within highly regulated environments, including healthcare diagnostics and financial services platforms. I specialize in delivering exceptional operational reliability, regulatory compliance, and stakeholder satisfaction through expert escalated issue resolution, root-cause analysis, configuration management, user training, knowledge-base development, cross-functional collaboration, and disciplined SLA adherence. As Core Systems Administrator at Mission National Bank (September 2022 – November 2025), I serve as the primary administrator for the Fiserv Premier core banking platform and its full suite of integrated ancillary systems, including Integrated Teller, Premier Navigator, Business Process Manager, Intelligent Workplace/Prologue, Ebanking, DEPCON, MoveIt WireExchange, and FCRM. I manage end-to-end daily operations, user access controls, security roles, and comprehensive regulatory compliance. Acting as the central liaison with Fiserv and FIS Global vendors and coordinate monthly executive meetings, orchestrate implementations, upgrades, patches, and rapid issue resolution while minimizing operational disruption. Through meticulous root-cause analysis, cross-functional collaboration, and disciplined project management utilizing ServiceNow and Client360, I have achieved and sustained 99.99% system uptime, zero unplanned outages across more than 20 deployments, and 100% SLA compliance. Implement enterprise-wide security best practices across all managed operating systems, oversee identity and access management, business continuity, and disaster recovery processes—consistently delivering RTO under 4 hours and RPO under 15 minutes with regular testing and documentation. I also manage Microsoft Defender email threat detection and quarantine, analyze phishing, spam, and business email compromise attempts, verify legitimacy with end users, and release safe messages while maintaining strict data privacy compliance. Additionally, I provide technical support and training to non-technical staff across departments, develop and maintain knowledge-base resources that have significantly increased system adoption, and reduced recurring support incidents. I actively contribute to IT strategic planning by assessing network and system requirements, recommending efficiency improvements, and partnering with leadership to advance organizational goals in a highly regulated banking environment.
Primary administrator for Fiserv Premier core banking platform and ancillary systems (Integrated Teller, Premier Navigator, Business Process Manager, Intelligent Workplace/Prologue, Ebanking, DEPCON, MoveIt WireExchange, FCRM). Managed daily operations, user access, security, and banking regulation compliance. Acted as primary liaison with Fiserv and FIS Global, coordinating monthly meetings, implementations, upgrades, patches, and issue resolution to ensure continuity and minimal disruption. Provided remote support via Bomgar, resolving urgent issues to achieve full SLA compliance and customer satisfaction. Diagnosed and resolved complex core processing, connectivity, and system issues via root-cause analysis and collaboration, achieving 99.99% uptime, zero unplanned outages across 20+ deployments, and 100% SLA compliance using ServiceNow and Client360. Led configuration, testing, upgrades, quarterly rollouts, and evaluation of ancillary applications to maintain compliance and enhance functionality. Implemented security best practices across operating systems to protect sensitive data. Managed user access controls, security roles, business continuity, and disaster recovery (RTO < 4 hours, RPO < 15 minutes) with regular testing and documentation. Delivered technical support and training to staff, developed knowledge base resources, increased adoption, and reduced recurring issues. Managed Microsoft Defender threat detection; analyzed phishing, spam, and BEC attempts; verified legitimacy and released safe messages while ensuring data privacy compliance. Contributed to IT strategic planning, assessing requirements, recommending improvements, and collaborating with leadership in regulated banking.
Delivered Tier-1 technical support for enterprise applications (Integrated Teller, Premier Navigator, Business Process Manager, Intelligent Workplace/Prologue, Ebanking, DEPCON, WireExchange,); managed a high volume of tickets through phone, email, and Client360, consistently meeting SLA requirements and ensuring timely issue resolution through effective problem-solving. Served as the core systems administrator for the Fiserv Premier core banking platform and ancillary systems (Integrated Teller, Premier Navigator, Business Process Manager, Intelligent Workplace/Prologue, Ebanking, DEPCON, MoveIt WireExchange, and FCRM). Managed daily operations, user access controls, security, and regulatory compliance while maintaining alignment with functional requirements. Acted as primary liaison with Fiserv and FIS Global vendors, coordinating monthly meetings, implementations, upgrades, patches, and issue resolution to ensure operational continuity. Delivered professional remote support via Bomgar and resolved complex core processing, connectivity, and system issues through rigorous root-cause analysis and cross-functional collaboration. Achieved 99.99% system uptime, zero unplanned outages across 20+ deployments, and 100% SLA compliance using ServiceNow and Client360. Led configuration, testing, upgrades, and quarterly rollouts of ancillary applications and hardware/software to maintain regulatory compliance and enhance end-user functionality. Implemented security best practices across all managed operating systems, managed user access controls, business continuity, and disaster recovery processes (delivering RTO < 4 hours and RPO < 15 minutes). Provided technical support and training to non-technical staff, developed knowledge base resources, and managed Microsoft Defender email threat detection and quarantine. Contributed to IT strategic planning by assessing network and system requirements and recommending efficiency improvements in a highly regulated banking environment
Delivered Tier-1 technical support for enterprise applications (Integrated Teller, Premier Navigator, Business Process Manager); managed a high volume of tickets through phone, email, and Client360, consistently meeting SLA requirements and ensuring timely issue resolution. Troubleshot transaction errors, data access problems, role-based security configurations, and compliance alerts. Implemented effective solutions to maintain operational continuity and improve customer satisfaction. Trained end-users on application features and navigation, providing clear and concise guidance. Monitored system performance, escalated complex technical issues, and documented resolutions to enhance future troubleshooting efforts. Supported system updates, integrations, and testing activities; contributed to platform improvements and optimized overall service delivery. Managed enterprise-wide identity and access management across multiple systems, overseeing account provisioning, deactivation, deletion, updates, password resets, group administration, MFA troubleshooting, and permission configuration while maintaining strict compliance with organizational policies and comprehensive documentation standards.
Executed seamless go-live support for enterprise-wide NextGen EHR rollouts, achieving zero critical downtime and immediate clinical productivity improvements during preparation, cutover, and multi-week hyper-care phases. Trained physicians, providers, and clinical staff on NextGen workflows and new processes, consistently earning top feedback for clarity that drove near-100% user adoption within weeks of launch. Designed and delivered organization-wide EHR skills assessments to identify gaps and develop targeted training programs, significantly increasing competency scores and reducing support tickets. Acted as a key liaison between clinicians and IT, translating complex healthcare requirements into precise system specifications and testing plans that directly contributed to successful releases. Provided 24/7 hands-on installation, troubleshooting, and optimization of clinical hardware/software, while managing Active Directory and user provisioning for hundreds of providers—ensuring uninterrupted patient care.
Troubleshot server connectivity issues involving instrument processes, Iolan, and Digi boxes, resolving problems impacting customer applications and maintaining system integrity. Collaborated with production and programming teams to address data discrepancies, fulfill customer requests, and enhance efficiency in healthcare data processing. * Developed ad-hoc queries in MS Access and automated scheduled tasks to improve real-time decision-making, data accuracy, and billing and reporting automation. Analyzed workflows and recommended improvements for healthcare processes, including system integrations and performance optimizations. Participated in software change testing and prepared documentation to support system enhancements.