System Analyst resume example

•Provides Information Services support for computer systems, applications, and equipment to users across the enterprise.

•Interacts with all levels of health system employees.

•Diagnoses and resolves system and connectivity problems using standard IS tools and procedures.

•Provides support for Operations personnel, including system backup, report generation and troubleshooting.

•Provides escalation support for issue resolution.

•Creates and updates requests in event management system.

•Evaluates user requests and recommends standard hardware and software solutions.

•Accurately validates and creates system access requests

•Siemens Invision platform.

•Familiarity with Siemens OAS Gold, Netaccess and CPOE.

•Experience and comfortable with instructing and communicating with physicians and health care providers.

•Troubleshoots end user complaints and problems submitted via ticketing system for both internal and external clinicians.

•Provides telephone, face-to-face and online application support to internal and external customers (through remote desktop and NTR).

•Communicates updates, status, and completion information to manager and end users, through company in-house application, voice mail, e-mail, or in-person contact.

•Account set up (Secure Citrix Token, Invision, Netaccess, Active Directory etc.) for new healthcare providers and other users.

•Instructs users in use of clinical applications.

•Downloads and installs appropriate drivers and software utilities for clinical apps.

•Connects users to networks and provides initial training in facilities and applications.

•Work with the customer to identify, prioritize, and schedule enhancements and problem resolution.

•Logged, monitored, documented and resolved application problems either directly or with the assistance of other departments, application staff or the vendors.

•Ensures effective support of clinical applications through effective Customer Service clinical ticketing tools.

•Escalates appropriately; application problems and issues to key stakeholders, including management, development teams, end users and unit leaders.

•Experience in multi hospital environment.

•Understand physician and nursing workflow.

•Technical support and end user education.

•Suggested new functionality through interaction with end users to the vendor and application development team.

•Responsible for the enhancement, daily support and maintenance of Microsoft office suite and Clinical Applications.

•Testing and fixing of dysfunctional aspects of the system.

•Desktop, Printer, Hardware, etc. support.

•Trained new employees and explained protocols clearly and efficiently.

•Provided first and second level IT support to company personnel.

•Resolved customer complaints and concerns with strong verbal and negotiation skills.

•Displayed courtesy and strong interpersonal skills with all customer interactions.

•Maintained composure and patience in face of difficult customer situations.

•Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

•Referred difficult issues to upper management while maintaining positive rapport with customer.

•Informed customers about issue resolution progress.

•Supported customers having data connectivity issues.

•Mentored other analysts.

•Responded to customer service emails in a timely and effective manner.

•Handled a large volume of phone calls, chat and emails.

•Devised workarounds for problems.

•Researched, documented and escalated cases to higher levels of support according to internal procedures.

•Created new accounts, reset passwords and configured access for users.

•Troubleshot hardware issues and worked with service providers to facilitate repairs.

•Developed documentation for common processes for both support staff and end-users.

•Assisted in process refinement to improve customer service and support.