Skilled HIT professional with broad base of experience in technical support and operations. Smart worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of clinical workflows, quality assurance, healthcare terminology, and compliance practices. Background includes equipment maintenance, software updates and security management. Excellent multitasking and communication skills. Knowledgeable Information Systems Technician adept at technical troubleshooting and end-user training. Effective at analyzing issues, developing solutions, and managing escalations for advanced problems.
Skills
Workflow management
Application troubleshooting
Software implementation and training
HIPAA compliance
Team liaison
Stakeholder relations
Preventive maintenance services
Confidential Environment Permissions Contorl
LEAN process refinement
Interpersonal and written communication
Project life-cycle management
Documentation and control
Conflict resolution
Relationship building
Computer-aided support for workstations and servers
Work History
Support Services Engineer , 11/2019 to Current Citrix Systems Inc. – Fort Lauderdale, FL,
Managed own backlog of incidents and scheduled work with customers to resolve issues remotely
Helped troubleshoot and resolve Enterprise Server Hardware issues with Dell and other vendors
Assisted SIEM administrators resolve complex issues in their unique environments with various network topologies
Worked on application components installed on virtual machines and physical hardware and performed repairs, clean uninstall /reinstalls, and reviewed performance before and after using various diagnostic programs
Reviewed logs to find errors specific to performance, taking the appropriate action to resolve issues in communication and permissions
Assisted internal stakeholders in identifying and formulating plans for resolving cross-platform issues to improve customer experience and maximize utilization of the program overall
Reviewed system metrics and reports to identify problematic log sources that caused massive latency and reduced processing of incoming logs
Contract Administrator, 03/2018 to 05/2019 Zoll Data Systems Inc. – City, STATE,
Managed account and product access for all ZOLL Hosted (Citrix) cloud and ZOLL Online (Saas App) platform users
Administered all software licensing and delivery
Performed licensing and usage audits for multiple systems and made corrections as necessary to both the software environment(s) and billable charges respectively
Monitored all incoming contracts and service agreements for correct pricing and information
Worked directly with customers to resolve invoicing disputes and issues with program utilization
Identified and recommended changes to existing processes to improve accuracy, efficiency, and responsiveness of customer service department
Analyzed revenue for and advised key customers on how to structure their ambulatory billing departments to improve claims submission and maximize returns; enabling them to meet their financial obligations
Rescue Net Dispatch & Billing Support , 03/2015 to 03/2018 Zoll Data Systems Inc. – City, STATE,
Acted as system administrator and technical support for multiple, cross-platform Enterprise and Cloud-Based applications
Assisted DBAs with management of stored procedures to maintain healthy SQL environments to improve system performance
Created, edited, and repaired Crystal reports and advised users on analytical reports that could be used to track and improve departmental performance
Trained administrators and end users on development of workflows, appropriate use, and system maintenance to maximize efficiency and reduce dispatching and order processing times
Developed strong, working knowledge of the US Payer landscape, HCPCS & CPT coding, Charge Master auditing, and clearinghouse submissions to help customers reduce claim rejections and denials
Top performer resolving 200+ complex customer software issues monthly while maintaining highest historical NPS score for customer satisfaction (95 - 100%)
Thoroughly investigated, identified, and fought to resolution on a major issue with the MediCal - Conduent California state claims submission system that was resulting in millions of dollars of erroneously denied payments on ALS & BLS emergency claims
Chief Support , 10/2013 to 01/2015 Medical Mastermind Inc. – City, STATE,
Performed advanced troubleshooting on Windows and Mac operating systems for web-based clinical application with a myriad of clinical practice specialties
Trained hundreds of clinicians and medical support staff on the use of the EHR product; including: creating and editing clinical workflows, encounter note and treatment plan automation, e-prescribing, and advanced reporting for regulatory compliance
Developed working templates for review of systems and document types for secure PHI storage and transmission within a certified HIT product
Worked with state-level immunization registries to ensure successful, secure transmission of patient immunization records via encrypted HL7 SFTP
Implemented bi-directional integrations between the software and laboratory partners utilizing data dictionaries to perform the appropriate conversions to other SQL DB structures
Submitted over 50 individual and group attestations to the CMS Meaningful use EHR incentive program with 100% success rate; including 3 successful audit appeals through Figliozzi & Associates of Maryland on physicians' behalf
Developed, documented, and distributed new procedures for solving problems with application communication to hardware and for common issues that would arise within the program itself
Education
BBA: Healthcare Administration, Expected in 2014 Belhaven University - Jackson, MS GPA:
Associate of Arts: General Studies , Expected in 2004 Holmes Community College - Ridgeland, MS GPA:
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