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Skills

  • EMR (Electronic Medical Record) training
  • Problem resolution
  • On-call technical and operational support
  • Technical issues analysis
  • Patient check-in workflow enhancement
  • Healthcare software configuration troubleshooting
  • Supervision
  • Healthcare IT compliance understanding (HIPAA)
  • Continuous systems availability assurance
  • Emergency response to critical system issues

Work Experiences

  • Led a support team that assisted an average of 11 users globally in a 24/7 support environment as a level-three supervisor.
  • Collaborated with method on live system patches, ensuring continuous availability during high-volume usage periods.
  • Built rapport with doctors and nurses.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Contributed to Innovation Award for quality service excellence.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Addressed access control issues across 11 devices.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated with the go-live project management team.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Ambulatory ATE Go-Live Support Specialist with hands-on expertise in user escalations management, resolving an average of 14 major physician access issues per day during go-live phases.
  • Ambulatory ATE Go-Live Support Specialist is a multi-talented Ambulatory ATE Go-Live Support Specialist who is consistently rewarded for planning and operational improvements.
  • Addresses scheduling and registration modules during go-live.
  • Ambulatory ATE Go-Live Support Specialist experienced in developing user satisfaction metrics and implementing post-launch feedback loops, reducing system errors by 61%.
  • Acted as the primary liaison between IT and clinical staff.
  • Effectively troubleshoots and resolves issues on its own.
  • Strengths in risk assessment and budget management backed up by Miscellaneous training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Assisted in issue tracking and follow-up, providing a resolution path for clinicians that resulted in a 57% drop in reported technical problems.
  • Provided hands-on support and guidance during significant software upgrades, improving clinician satisfaction by 37%.
  • Delivered personalized hands-on support to 12 users while maintaining service-level agreements (SLAs) with a 30% success rate.
  • Resolved product issue through consumer testing.
  • Generated accessible reference materials that were accessed over 13 times in the first one year, enhancing clinician self-reliance during system go-live.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored end-user feedback during go-live and relayed actionable insights to technical teams, contributing to 39% fewer reported issues.
  • Played a key role in system infrastructure readiness, decreasing pre-launch technical downtime by 37%.
  • Executed system-level updates and patches without disruption, managing user access and ensuring clinician-facing tools stayed operational.
  • Created an extensive troubleshooting protocol referenced by 3 end-users, speeding up resolution times by 19%.

Affiliations

  • Lions Club
  • Healthcare Information and Management Systems Society (HIMSS)
  • American Medical Informatics Association (AMIA)
  • Freemason
  • Society of Clinical Research Associates (SOCRA)
  • Health Information Systems Symposium 2021 - Speaker/Attendee
  • International Council of Nurses
  • Epic User Group Meeting (UGM) - Attendee
  • American Medical Informatics Association
  • Society of Human Resource Management

Certifications

  • Certified Healthcare IT Professional (CHIT)
  • Google Certified Professional Cloud Architect
  • Health Information Technology for Economic and Clinical Health Act (HITECH) Certification
  • Certified Clinical Informaticist (CCI)
  • ServSafe
  • CHIME Certified Healthcare CIO (CHCIO)
  • CompTIA A+ Technician
  • Certified in EpicCare Link
  • CompTIA Network+
  • Salesforce

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