1. Khrystyne M. Sganga
12555 W 61st
Ave
Arvada, CO 80004
Home 303-456-4516/Cell 720-938-4326
Email – khryssganga@gmail.com
CAREER PROFILE
Product Support Analyst: McKesson Corporation - Westminster, Colorado 09/11 – Present
Technical Support Analyst for Horizon Emergency Care, Paragon Physician Solutions
Top Case Closer for Horizon Emergency Care
Detailed knowledge/support and software analysis of Horizon Emergency Care and Paragon Physician Solutions applications.
Review & work service orders submitted to product group to resolution. Monitor, gather, research, analyze and diagnose data
from various product sources in order to determine significance of observed events. Ability to clarify requirements from vague
information to ensure the root of the issue is determined. Collaborate with team to answer questions,gatheradditional
information and work to service order receipt through closure. Interpret userrequirements and develop/convey specifications
to facilitate technical support,product development and engineering groups.Recommends solutions to customer application
questions. Work with other organizations as needed to route cases in an efficient way. Maintain customer interaction in CRM
by updating status information pertaining to interactions and research. Collaborate with Customer Advocates as needed on
specific customer requests. Provide excellent customer service in all interactions with customers. Follow all policies,
procedures and expectations as communicated by the leadership team to ensure world class support is delivered. System
Administration support for UNIX platforms. Quality Assurance of client documentation. Participate in pre-release testing of
applications. Customer service focused and team oriented.
Lead CM-DM/System Administrator: Northrop Grumman - Aurora, Colorado 08/09 – 09/11
Lead Configuration Management and Data Management Analyst
Provide CM/DM expertise in support of systems,which includes maintaining CM and property management control of
deployed systems. Maintain systemconfiguration files and perform systemrecovery confirmation. Maintain software and data
management library and provide support for maintenance renewal. Develop, author, review, edit and manage O&M program
documentation, policies and procedures and standard operating procedures.
System Administrator
Provide UNIX SA support of all deployed systems. Research and diagnose hardware and systemfailures or deficiencies.
Review and address operationallog anomalies. Interface with team members, application/software development staff and
program office for troubleshooting and problem resolution. Perform ad-hoc analysis and testing of releases,patches and defect
fixes. Perform coordinated systemand application testing with multi-site teams for real time identification and resolution of
issues.Provide technical troubleshooting,help deskticket tracking, defect tracking and represent O&M interests at working
groups.Perform daily management, maintenance and administration of the databases,network, and security systems. Perform
systembackup, restore and data archiving. Assist in coordination of all O&M planned maintenance activities. Provide support
to management, factory and co-workers. Interface with Site personnelfor facility issues.
End-to-End Systems Engineer: Northrop Grumman - Aurora, Colorado 03/09 – 08/09
Provide ownership of nine deployed systems. The focal point for application knowledge on all owned systems.The primary
point-of-contact for all end-usersupport requests.Review and approve any systems changes in accordance with Site Security
standards.Coordinate all SA/DBA work performed. Manage installation of new/upgraded systemhardware and software
capabilities. Coordinate systemand application testing with multi-site teams for real time identification and resolution of
issues. Provide CM/DM expertise in support of systems,including maintaining CM and property management control of
deployed systems. Edit and manage systemprogram documentation. Represent systems at program-level forums. Document
and manage systemchanges through Site CM boards. Provide support to management, factory and co-workers. Interface with
Site personnelfor facility issues.
Lead CM-DM: Northrop Grumman - Aurora, Colorado 09/05 – 03/09
Lead Configuration Management and Data Management Analyst for O&M Contract.
Provide CM/DM expertise in support of systems,which includes maintaining CM and property management control of
deployed systems. Maintain systemconfiguration files and perform systemrecovery confirmation. Maintain software and data
management library and provide support for maintenance renewal. Represent O&M at program-level forums. Develop,
author, review, edit and manage O&M program documentation. Document and manage systemchanges through O&M CM
boards.

2. Khrystyne M. Sganga
Page 2
Senior SA/Training Mgr: Northrop Grumman - Aurora, Colorado 09/05 – 03/09
SeniorSystem Analyst for O&M Contract, Lead O&M Help Desk Engineer, Lead O&M Test Engineer
Provide UNIX SA support of all deployed systems. Research and diagnose hardware and systemfailures or deficiencies.
Review and address operationallog anomalies. Interface with help desk, factory (includes integration testing and software
development staff), program office and mission partners for troubleshooting and problem resolution. Perform ad -hoc analysis
and testing of releases, patches and defect fixes. Perform coordinated systemand application testing with multi-site teams for
real time identification and resolution of issues.Manage installation of new systemhardware and software capabilities.
Provide technical troubleshooting,help desk ticket tracking, defect tracking and represent O&M interests at working groups.
Perform systemsecurity and auditing to affect privileges to systemdata or devices. Perform daily management, maintenance
and administration of the databases,network, and security systems. Perform systembackup, restore and data archiving.
Review and implement systemchanges via Change Control system. Assist in coordination of all O&M planned maintenance
activities. Provide support to management, factory and co-workers. Interface with Site personnelfor facility issues.
Training Manager for O&M Contract
Develop, implement and maintain training program for O&M personnel. Deliver technical training to team members. Provide
team training statistics. Mentor team members. Team Oriented Customer satisfaction focused. Set correct expectations for
requested services. Time management focused.
SCM Analyst: Northrop Grumman - Aurora, Colorado 07/05 – 09/05
Use knowledge of Change and Configuration Control and Baseline Management Facility systems to support management in
configuration control and migration of application software. Troubleshoot documentation of software problems through
interfacing with technical support and software development staff. Support the generation and tracking of documentation of
software problem reports through the use of ClearQuest. Coordinate the used administration process to provide secured access
to required data libraries. Maintain software and data management library. Perform status accounting through the maintenance
of filing systems,indexes, and logs for the preparation of status reports. Participate in reviews and audits of documentation
associated with software and hardware changes. Perform application and database builds, and installs. Tools administrator for
ClearCase and ClearQuest.
EDUCATION
AAS – Administrative Assistant. - Community College of Denver completed 8/90
AAS – Legal/Medical Secretary, Secretarial - Community College of Denver completed 5/90
AAS - Word Processing - Community College of Denver completed 5/89
TECHNOLOGY PROFICIENCIES
Desktop OS/
Database
Configuration
Management
System Administration/
Security
Training/
Support
Healthcare
MSOffice 2007 Windows 7 IBM ClearCase VMWare/vSphere Registrar Epic
MSOffice 2010 Windows Server
2008
IBM ClearQuest Endeca HEAT EpicCare, Resolute, Cadence,
Tapestry, Chronicles
MSOffice 2013 Windows 8.0/8.1 BMS Veritas Netbackup Vantive Pathways Care Manger
MSVisio Solaris CommVault SmartForce Orders/Guidelines, Care
Provider
MSVisual Studio DGUX JIRA Siebel Charting/Healthview
GroupWise HPUX Apache/Tomcat Retain Patient Select/ Menu Security
Internet Explorer Linux HP Insight Manager Radiance Reports, Systems/Interface
MozillaFireFox SGI iPlanet WebESC Horizon Clinicals
Google Chrome ORACLE WebLogic ESCtool Emergency Care
Netscape MySQL Big Brother, CyberGuard,
Cisco ACS
DEXP Interface
Applixware Sybase Netcool Omnibus DDR Paragon
Calendar Creator MSAccess ArcSight SAP CRM Emergency Dept. Management
SnagIt SQLplus TripWire, Emergency Dept. IS
VI Editor SQL Developer McAfeeAntivirus, ePO WebStation for Security
SQL Mgt Studio Norton Antivirus, Personal
Firewall
WebStation for Physician
Documentation