epic technical support analyst resume example with 15+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Qualified Advanced Technical Support Specialist with 15 years of helpdesk and customer service experience. Provides comprehensive Epic support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

  • Operating Systems: Windows, Vista, XP, Linux
  • Skilled in TCP/IP and WAN/LAN
  • Software: Microsoft Office, Front Page, Outlook, Tivoli, Novell, User Manager, Service Manger 9, SMS, WebEx
  • Software Deployment, SCCM
  • Active Directory
  • Database: Citrix Remote Access, Windows Terminal Server, Attachmate Extra, Microsoft Exchange Server
  • Utilities: C , Cobol, HTML, VP 6.0
  • VSphere/VMware/Citrix
  • VPN/Remote Access Support
  • Website and portal monitoring
  • VSphere/VMware/Citrix
  • Hardware: Printers, routers, Monitors, CPU's & modems
  • Products: Ameripath, Form Fox, Optimaxx, Service Now, Remedy, HP Service Manager, E-prescribing, Clover
  • Epic Production, ECW, LogMeIn Rescue
03/2016 to 02/2023
Epic Technical Support Analyst Criterion Systems Springfield, VA,
  • Drive resolution of customer support issues and problems Receive, analyze, and process Epic application requests submitted via email, Web, and phone Respond to physician and incidents regarding the clinical aspects of the Epic suite Utilize Epic EMR system to address clinical process issues and workflow optimization Responds to incidents regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech Incidents may include, but are not limited to, workflow issues, application errors, user access, and functionality Will receive, analyze, and process the EMR requests submitted via e-mail, Web, and voice mails; examples include master files and category list modifications, smart lists, text, note support, etc.
  • Tracking and documenting the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner Responsible for driving resolution of incidents on a 24/7 help desk team leadership experience Experience in EMR system integration with other clinical systems years of experience in one or more of the following EMR applications: Epic, Cerner, McKesson and Meditech 1 years clinical care delivery experience Demonstrates a service philosophy in all interactions with clinicians and colleagues Strong verbal & written communication and interpersonal skills Type 35 wpm with a high level of accuracy.
02/2015 to 05/2016
Software/Hardware Help Desk Information Technology Analyst Cone Health System City, STATE,
  • Client Supported: (Entergy, Anthem, Amerigroup, Blue Cross Blue Shield Provided support for various main frame end-users in excess of 150,000 both domestically and internationally, as well as software deployments for more than 300,000 end-users Maintained 98% or greater for successful automated software availability to the customer Trouble shooting and installing Citrix Receiver Experience providing support using ATS and Remote Support Trouble shoot printing issues for various clients Installed software, modified and repaired hardware and resolved technical issues Provided Tier II and base level IT support to non technical personnel within the business Mapped network drives Grant client access to active directory and trouble shoot MS Outlook issues Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems Reset Active Directory and SAP passwords along with application support Resolve VPN issue for remote users Installation, Configuration, administration and troubleshooting on windows server 2008 and 2012,.
2008 to 02/2015
Helpdesk Technician SPI City, STATE,
  • Provided technical assistance via phone and emails to customers Reset passwords for an internet based medical application i.e.
  • Care 360 Assist clients with entering insurance information in the lab systems Train clients to look up results in the Care 360 internet lab application Troubleshoot teleprinters connected into VMS lab systems Re-queue and send results in the VMS and HL7 lab systems Reset Citrix/NT/active directory passwords Train new employees on how to use custom applications Create username and rights for users.
  • Troubleshot and supported Citrix environments for on and offshore users, reset receivers, etc Trouble shoot Active X, Java, Adobe and other internet settings Remotely troubleshoot via WebEx and DameWare Troubleshoot interface by check the HUB connection Install/reinstall Auto Receive application: HL7 and printable Troubleshoot and diagnose software and hardware related issues Train clients on the proper use of our internet based application Train clients on the use of Eprescribe; finding the correct pharmacy Utilized internal ticketing system to log, create, and resolve technical issues Quest decided to outsource the entire Helpdesk function in March of 2015.
Education and Training
Expected in to to
: Network And System Administration
ECPI University - Greenville, SC,
Expected in 12/2018 to to
Associate of Science: Health Management Technology
Forsyth Technical Community College - Winston-salem, NC

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Resume Overview

School Attended

  • ECPI University
  • Forsyth Technical Community College

Job Titles Held:

  • Epic Technical Support Analyst
  • Software/Hardware Help Desk Information Technology Analyst
  • Helpdesk Technician


  • Associate of Science

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