Self Motivated HealthCare IT & IT Operations Management analyst seeking new challenges. A thirst for both learning and problem solving drive my day to day as well as long term career vision. As an experienced analyst I bring my skillset to the table to improve I.T. Services at an organization wide scope.
Skills
ServiceNow
SCRUM
AGILE
Business Process Development
ISO/ITIL Adherence & Application
Solution Design & Development
Application Configuration
Change Management
Project Planning
Testing & Test Coordinating
Creating Education Material & Training
Requirements Gathering
Use Case Development
Data Analytics
Sunrise Acute Care
Imaging & HIM Applications
Active Directory
Work History
12/2018 to Current
Sr. Support Consultant (Operations)Homeserve Usa – Norwalk, CT,
Spear headed a fully successful initiative to on-board 70 client hospitals.
Key decision maker, designer and leader in major initiative unifying all business units under a singular process across Incident, Request, Problem, Change & Knowledge tickets.
Coordinate between business units, clients & departments to ensure project success.
Performed business process needs assessments and designed solutions with developers and business partners.
Created stories and acceptance criteria to ensure great design, solutioning and application/process improvement.
Designed & developed solutions for major business critical projects and enhancements to existing applications.
Worked with associates of all levels from Tier 1 Support to Sr. Vice Presidents.
Team lead in operations, maintenance & enhancements.
Updated stakeholders and user base on key milestones, downtimes, code freezes etc.
05/2017 to 12/2018
Business AnalystAbaco Systems – Huntsville, AL,
Product owner of key EHR, HIM & Imaging applications.
Designed, developed & deployed enhancements & upgrades to assigned applications.
Identified process inefficiencies through gap analysis and outlined sensible solutions.
Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
Conducted interviews with key business users to collect information on business processes and user requirements.
Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
Shoulder to Should Physician Training and Guidance.
09/2014 to 05/2017
Sr. Service Desk AnalystAllscripts Healthcare Solutions – City, STATE,
Created first in house Knowledge Base and Knowledge Transfer documents and process for Service Desk.
Created first standardized training for Allscripts Managed Services Service Desk.
Resolved advanced Tier 2 Application and Remote Hardware Issues.
Liaised between end users and tier 2+ analyst and support groups.
First Call Resolved or Triaged incoming calls, tickets and emails.
Coordinated Service Alerts to clients.
12/2012 to 09/2014
Service Desk Team LeadCompany Name – City, State,
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Engaged in user support interactions via telephone, chat and email platforms.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Resolved common user concerns by utilizing preset issue resolution scripts.
Diagnosed and resolved user system functionality issues to enable completion of desired operations.
Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Education
Expected in to to
Associate Of Arts And Sciences: Computer And Information Sciences Cypress College - Cypress, CA GPA:
Accomplishments
Lead analyst implemented, support, operations and post go live design of ServiceNow for Allscripts Managed Services.
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