Omar S Gutierrez 
Email: [Send email using form at bottom]
                                           
2280 Links Drive      
Orange Park, FL 32003     Cell: (703) 362-1385

Position Objective: Seeking a challenging and rewarding position in a Business
Systems Analyst or IT Customer Support Management setting where I can apply my
proven leadership and technical skills. 
      
Work Experience: 

4/04 - Present Support Engineer, SureScripts, LLC, 5971 Kingstowne Village PWKY
22315. 
•Salesforce.com system administrator – Enterprise version, a Customer
Relationship Management (CRM) application utilized to track trouble tickets,
contacts, key account information and customization of reporting support metrics
and dashboard capabilities
•Manage and maintain a physician and Pharmacy directory for electronic
prescribing
•Product owner of all fax related projects and tasks relating to electronic
failure backup and alternative methods of communication for customers not yet
certified for electronic prescribing with the SureScripts network
•Generate and customize utilization reports utilizing On-Line Analytical
Processing (OLAP) tool.
•Interface with physician software vendor and pharmacy chain support teams to
resolve electronic prescribing related issues
•Assist Support Director with Policy and Procedure Documentation
•Provide presentations on new products and or projects during our semi-annual
Technical Workshops
•Assist the Operations team with network portal configurations and severity 1
related outages
•Assist the Certification team with special projects relating to script
standards and migration type of tasks 
•Provide leadership for Production Support team which consists of 1st and 2nd
level support of Applications, Systems, End User Services, and Help Desk
•Formulate, recommend, and implement appropriate changes to enhance process and
customer satisfaction
•Develop or improve operational processes to increase reliability and create a
more robust support environment
•Set and balance priorities of initiatives and projects, and effectively manage
multiple initiatives simultaneously
•Conduct weekly meetings with over 15 software vendors and pharmacy chains on
support and technical related topics

2/11/2001 – 3/29/2004, Senior Business Systems Analyst, ValueOptions, Inc. 
•Supported remote satellite offices across the USA and Puerto Rico providing
customer service and technical support to public, private sector and Health Plan
customers. 
•Developed functional specifications and coordinated User Acceptance Testing
(UAT). 
•Provided application support, analysis, troubleshooting and software testing
methodologies and user training.
•Evaluated business processes, technology problems and opportunities that
involved both strategic and implementation issues of considerable size and
complexity 
•Outstanding problem-solving skills.
•Coordinated efforts across AS400/Cobol/RPG, Data Warehouse, Web Development
teams.
•Lead and managed small projects or components of large projects by using
Access, Microsoft Project and other administrative processes.
•Constantly communicated between non-technical customers and internal/external
technical IT resources. 
•Developed custom reports utilizing Impromptu 6.0 (Cognos/Oracle). 
•Analyzed, acquired requirements and implemented HIPAA related standard
inbound/outbound data files. 
•Supported and educated junior analysts on various legacy systems and migration
of data and process to one inter-related system. 
•Applied/utilized managed healthcare related claims, eligibility, clinical
operations and account management experience through-out daily functions to
support daily tasks and special projects assigned directly by the president/owner
of the company. 

2/17/1997 – 2/11/2001, Senior Account Representative, ValueOptions, Inc. 
•Provided a wide range of marketing, management and administration support to
clients like Johnson & Johnson,  DuPont and Continental Airlines
•Duties included new business development, business retention, client relations,
client service, and coordination of ValueOptions’ services provided to clients;
•Presented Employee Assistance Program (EAP) benefits to respective clients
•Managed all administrative aspects of a critical incident event
•Managed escalated or high priority customer support/claims related issues

Education: 
BA, History, George Mason University, Fairfax, VA 22030, August 1994. 

 Military Experience:
Virginia Army National Guard, E-5 Sergeant, Honorable Discharge, 1987 - 1994,
11C 29th Infantry Division 

Skills: 
Proficient in Basic SQL, XML, EDIFACT, Microsoft Project, Visio, Microsoft
Office 2003, SalesForce.com System Administrator – Enterprise version, Impromptu
– Oracle Reporting, BI Tool and OLAP reporting. Fluent in Spanish and English

Interests:
 Volunteer Soccer League-Director/Coach, F License (4 years)
Home improvements, Genealogy and South American History