System Analyst Resume Example
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SYSTEM ANALYST
Summary
With 35 plus years experience within the Health Care Environment my knowledge has expanded over many fields to most currently 19 years of Information Systems experience. Evolving my analytical, detail oriented skills, combined organizational and problem solving skills the growth has come easily. As a Consultant, strong Systems Analyst, Trainer and Mentor in Staff Scheduling Applications, my employment record has afforded me tremendous interpersonal, communication and leadership proficiency. I have become excellent with Project Management, program implementations and exceptional in Technical Information Management and Software/System Skills. I will remain -proactive, versatile and diverse in any work environment as this is the basis for keeping up-to-date and on the right track in my career growth.
Highlights
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Accomplishments
Exceeded monthly goals by successfully handling more than 38 to 50 calls per week. Reducing technical
escalations to management by 89% to only 1 to 2 per every other week.
Improved customer satisfaction ratings by 92% by drafting and implementing user-friendly training guides for
Self Scheduling and Self Editing Time card.
Experience
System Analyst
October 2010 to September 2013Cognizant Technology Solutions － Boulder , CO
October 2010 to September 2013Cognizant Technology Solutions － Boulder , CO
- Customer Support/Software - Manage and Maintain Kronos WFC for Scheduler, Timekeeping, Payroll and Human Resources.
- Drafted training materials and organized training sessions for approximately 30 to 50 new employees monthly.
- Train End Users with clear and concise understanding of application use.
- Administered the Kronos system, by analyzing reports and data, auditing the quality of live data, and performing maintenance, repairs and software/network upgrades. Evaluate, and assess documented application specification results in detail of new versions of programs prior to implementation, upgrades, and installations. Capability to support customers and alleviating the waiting time for resolution.
- Application Security Administration
- Proactively assists customers and facility personnel with training relating to staffing and patient application software products; in-person, telecommunication, e-mail or dial-up support, test software for possible defects or problems reported.
- Create and set up test plan for new versions of software and follow through prior to implementation of installations and/or upgrades
- Prepared daily and monthly staffing schedules.
- Composed formulas to measure unit acuity, productivity and processed staffing paperwork.
- TRAINING SKILLS Mentor, train and provides on-going education as required by Company directive New Employee Orientation, as well as Product application training post implementation Kronos Work Force Central Schedule and Interfaces.
Senior Application/Client Support Specialist
November 2006 to October 2010Clairvia Inc./AtStaff Inc. － City , STATE
November 2006 to October 2010Clairvia Inc./AtStaff Inc. － City , STATE
- Support ClairVia Inc. /AtStaff, Inc various scheduling applications and interfaces
- Key member of Project Management with Clients on weekly scheduled calls via conference calls and/or Webinar to discuss status reports and fix or relay information to technical team for problem repair.
- Document discussions, concerns and status.
- Backup databases and transfer to Company FTP site
- Deployment, Installations and Upgrades
- Configure DCOM settings and IIS configuration
- Inbound Call System and Client Support Email
- Remote access Client Sites to manage database systems.
- Trouble shoot and resolve any and all issues reported
Application Development Administrator
April 2005 to August 2006UNC Hospital Services － City , STATE
April 2005 to August 2006UNC Hospital Services － City , STATE
- Support Staff scheduling software application (Nightingale) in all facets of the network environment
- Implement new Unit Departments by set up and input of necessary information and configuration
- Group and individual training sessions for new/current employees of application use
- Actively responsible for testing software applications prior to and post upgrades and installations
- Maintenance and use of VasTech/ShiftMaker application
- Customer Support – Troubleshoot issues and concerns via telephone, email, dial-in or on sight
- Resolve issues; report and document accordingly – open tickets when necessary with Vendor
- Receipt and follow-through of Security Application Forms – assign User Ids and reset
- Act as staffing coordinator in Central Resource office
- Create, maintain and generate employee information within the scheduling processes
- Support QuadraMed and administered security setup of application
Consultant/Information Services Technician
October 2002 to September 2003CTG Health Care Solutions/Cook Children's Hospital － City , STATE
October 2002 to September 2003CTG Health Care Solutions/Cook Children's Hospital － City , STATE
- Maintain and provide customer support while maintaining 26 to 30 Legacy software systems through-out the Medical Facility
- Held ‘Proactive' role on Project management teams
- Application upgrades, installations
- Implementation of new product/software to Departments as scheduled and software needs
- Take calls and trouble tickets as reported and assigned.
- Work to resolution of problems and issues reported
- Assist customers in training and assure a good solid support for software needs
- Documentation and reporting of problems, issues
Level III/II/I-Product Support Specialist
December 1996 to March 2002Per-Se Technologies/AtWork Inc. － City , STATE
December 1996 to March 2002Per-Se Technologies/AtWork Inc. － City , STATE
- Proactive assisting customers and facility personnel at listening and troubleshooting involving questions and/or problems relating to staffing/patient application software, products via telephone communication, e-mail or dial-up support
- Worked with customers to alleviate the problem at hand with a quick resolution
- Investigated, researched and tested data while seeking and gaining resolution
- Knowledgeable in module interfaces, operating systems, and network configuration and platforms
- Assisted with installation and software/hardware upgrades
- Achieved problem resolution by creating and coordinating efforts and knowledge base with available resources
- Accelerated in technical knowledge of interfaces associated with application software
- Provided on-call support coverage on an on-going basis
- Documented and communicated client issues and concerns, using the Vantive problem database and in-house tools
- Tested software and data for possible defects or problems reported by clients or development
- Documented potential QA issues for production and programming staff
- Mentored, trained and provided on-going education to the Inbound Call Coordinators, Level I/II specialists and Technical team members
- Structured and presented training packets for modules of ANSOS/One Staff program, then officiated and instructed classes accordingly for new hires in Application Support
Schedule Coordinator/Secretary III
January 1990 to December 1996Antelope Valley Hospital Medical Center － City , STATE
January 1990 to December 1996Antelope Valley Hospital Medical Center － City , STATE
- Implementation of ANSOS scheduling software
- Worked closely with AtWork Account Manager and Consultant to build our sites database.
- On-site Consultant for our Directors and Management to create and enable a sturdy foundation in implementing a new product
- Collected and verified data information from all Departments
- Entered all data with precise accuracy
- Collaborated with Nursing Management to curtail their Department needs
- Maintain and created Department schedule and reports.
Education
AA : Business Administration, 1975Antelope Valley College － City, State, USA
Computer TechnologyAlamance Community College － City, State, USA
Introduction to SQL Query
Skills
Healthcare: Nursing Administration Liaison with Information Services People skills: Client Relations, Enthusiastic people person, Professional and friendly, Advanced Problem-Solving, Great Organizational Skills, Careful and Active Listener.
Multi-tasking, Customer Needs Assessment, Data Collection
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Resume Overview
School Attended
- Antelope Valley College
- Alamance Community College
Job Titles Held:
- System Analyst
- Senior Application/Client Support Specialist
- Application Development Administrator
- Consultant/Information Services Technician
- Level III/II/I-Product Support Specialist
- Schedule Coordinator/Secretary III
Degrees
- AA : Business Administration , 1975
Computer Technology
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