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Professional Summary
Seasoned Credentialed EPIC professional with over 10 years of experience in consulting and building, in a variety of health industries. Extensive experience in training, go-live, and end-user program. Continually exceed expectations by creating strong client relationships and works well with people at all levels of the organization, including stakeholders, customers, and vendors.
Skills
  • Epic Consulting Specialist
  • Training/Builder
  • Health IT
  • End-User Design Experience 
  • Go-Live Command Centers
  • Troubleshooting
  • BI Solutions
  • QA Checks
  • Scheduling & Billing
  • Proficient in Clindoc
  • Client Management 
  • Excellent Verbal & Written Communication
Certifications
  • Certified Epic Inpatient Clinical Documentation Analyst - Feb  2018 (2017 version)
Work History
R. Epic Service Desk Analyst 01/2017 to Current
 HCTec – Atlanta, GA
  • Participating in end-user design and validation meetings, and supporting roll-out of new implementations in end-user acceptance testing, design of training modules, integrated testing, and command center support, while populating databases during the initial system build with assistance from epic.
  • Supporting go-live command center support activities and working with the ITS teams in the system design, build, and validation process, and coordinating the creation of a go-live support plan for applications and sites by sharing on-call support, monitoring help desk tickets, and designing enhancement and optimization solutions, while providing remote epic and technical go-live support for four concurrent clients.
  • Diagnosing, troubleshooting, and coordinating the resolution of problems and issues with epic and technical critical issues, utilizing service now, excel spreadsheets, and track-it ticketing systems as an escalation point within the help desk, and when needed, escalating to tier II.
  • Providing complete and consistent documentation using BIMD accepted processes and tools, leveraging data acquired from multiple data sources including epic modules and hyperspace tools including epic radar dashboards, epic reporting workbench reports, patient experience survey systems, third party payor claims, record viewer, registry monitor, registry editor, and rule editor.
  • Designing BI solutions that best meet the customers' requirements and business goals, helping providers care for populations and drive change, while considering factors such as needs of internal and partner sites, variations in data sources, availability of external data, BI tool functionality, clinical integration, extensibility, and maintenance costs.
  • Facilitating the installation and implementation of hardware equipment between IT, patient care, and business process teams, and partnering with the data governance program to develop a library of metrics, value sets, and analytics solutions, and reporting assets produced by work assignments,.
  • Identifying, coordinating, and working with leadership on system updates and changes, associated business processes, data availability, structure, relationships, and potential process improvements to support clinical information and meet business needs.
  • Performing QA checks and providing reports on service desk agent calls, and working with business partners to determine the accuracy of value sets used in business rules, performing SQL queries of epic clarity, caboodle, and data warehouse for data validation, capture, and development activities reports.
  • Working closely with technical developers and application team to ensure the technical solution meets the business requirements, including evaluating business logic and data transformation in ETL, as well as hyperspace CER rules.
  • Facilitating working sessions and training on integrating to help providers care for populations and clinical leaders drive change, working with clinical and business users, clinical leadership, project team members, and functional partners such as hospital finance.
  • Acting as a coach, mentor, and resource for colleagues with less experience, and coordinate training material creation to train new and existing analysts on ticketing and client and organization policy and procedures.
  • Scheduling and leading project team meetings, assigning project tasks to team members and following up to ensure that tasks are completed on schedule, as well as completing and providing project progress reports and escalating any roadblocks.
  • Supporting epic's billing applications as well as other business applications requested as a member of the clinical information systems team.
  • Designing learning objectives, storyboards, and other training design methodologies used for training deployment to optimally combine WBT, ILT, and other deliverable training content, as well as overseeing creation and set-up of training infrastructure for careconnect applications.
  • Designing and conducting periodic data audits with users, analyzing and recommending changes to realize the benefits derived from the systems, and coordinating change management.
  • Developing epic clarity and epic CDW analytical solutions using SAP business objects web intelligence, crystal reports, and tableau.
Court Process Server 01/2014 to 01/2017
 GPS Of Georgia – Atlanta, GA
  • Meeting with employer to receive assignments, review instructions, and verify due dates, as well as conveying general messages and wide-ranging official documents between courts and lawyers when needed.
  • Collecting papers to be served from the court clerk magistrate or attorney, which include court processes and orders such as summonses, complaints, subpoenas, restraining orders, or eviction notices.
  • Locating the individual to be served, using county, state and city records, telephone directories, or public utility records, and delivering the document by traveling to the home or office of the person being served.
  • Logging a report for each assignment with the notes taken prior to serving the papers, and a summary of the results, such as location, time, and date of delivery and whether or not the person accepted the documents.
  • Delivering actual evidence that the legal papers were served by providing an affidavit of service, which is then notarized and given to the individual or company who required the papers to be served.
  • Responding to telephone queries in customer care, as well as assisting in telephone responses for data entry queries, as well as generating invoices and correspondence for clients for the purpose of tracking documents and billing.
Front/Back Office Medical Assistant 01/2014 to 01/2014
 ENT Institute – Atlanta, GA
  • Scheduling and canceling patient appointments, calling or faxing prescriptions to pharmacies, handling and routing office mail, answering phones, and performing billing tasks, as well as ordering supplies and inventory when needed.
  • Greeting patients and obtaining personal information such as address and insurance information to get insurance pre-authorizations, as well as compiling patient charts and filing them appropriately.
  • Checking a patient's vital signs including blood pressure, pulse, breathing rate, temperature, performing a physical exam, and obtaining the patient's medical history, as well as measuring height and weight using EMR.
  • Performing allergy tests and administering allergy shots, as well as collecting and processing specimens for laboratory testing, including blood and urine, and packing and shipping samples to their appropriate destination.
  • Getting the patient ready for testing, treatment, and procedures that the doctor may perform, following doctor and institute protocols, and printing the collected data, remove any testing equipment from the patient.
  • Assisting physician with in house exams and surgery procedures, maintaining sterilization and cleanliness of medical instruments, as well as removing stitches, staples, providing wound care and changing dressing, and administering oral and injectable medications.
  • Entering data from monitoring and tracking systems such and vaccine and medication refrigerators, sterilization devices, and other quality or safety data, scheduling repairs and maintenance as needed.
Epic Ambulatory (Wave 3) 10/2016 to 10/2016
 Spartanburg Medical Center
  • Providing elbow support for front desk staff, nurses, and providers in an ambulatory oncology setting, as well as dispensing training to new staff and refresher training to billing staff, and being available as a mentor.
  • Managing the epic resolute professional billing and claims application to manage outpatient billing for the revenue cycle of physician practices, as well as epic cadence to schedule patients and epic prelude to provide patient registration, address verification, and HIPPA compliant eligibility tools, ensuring accurate billing.
  • Assisting with the design, development, system configuration, implementation, and support of information systems for the organization, working with the team and key customers to ensure appropriate planning, development, training, and implementation of application functionality.
  • Reviewing module enhancement specifications incorporating standardization guidelines into tailoring specifications and performs integration tests on delivered enhancements, as well as providing timely and accurate documentation.
  • Tracking where each piece of data within a respective workflow originates, contributing to quality outcomes and claims, as well as coordinating issues which arise during a project, acting as the primary support contact for each application area.
  • Working directly with the implementation and ongoing support of electronic medical record systems, including inbasket, documenting on flowsheets, MAR, creating AVS and encounters, utilizing smartsets and smartlinks in provider notes.
  • Scanning and organizing a preference list of medications, blood, and regular and chemo orders, while abiding by all company and departmental policies and procedures and safety guidelines, as well as adhering to activities that support epic good install and good maintenance criteria including change management.
  • Leading project as assigned by department manager, while working collaboratively with other IT group members, other department teams, and end users to ensure optimal application functionality and efficient and effective implementation of project solutions.
  • Participating in and coordinating status meeting and conference calls as needed, documenting proceedings, as well as providing input into preparation of project plans and giving presentations to internal staff and clients.
  • Understanding and supporting service level agreement for issues resolution, participating in root cause analysis and problem solving activities to improve customer service.
EPIC Clindoc Credentialed Trainer 08/2015 to 02/2016
 Greenville Health Systems – Greenville, SC
  • Working with instructional designers to update and test training curriculum including classroom exercise workbooks, to fit a broad range of end user roles and knowledge, utilizing computer based training modules, powerpoint, and an in-depth understanding of the respective EHR applications.
  • Instructing individuals or groups in a variety of subject matter areas using a tailored curriculum which includes client specific customization and workflows, client culture and processes, in addition to the epic technical content, and orientation to financial, clinical, and general desktop applications.
  • Providing classroom and customized one-on-one training for end users and super users, utilizing adult education principles and creative teaching strategies, while managing learning management system to maintain classroom roster and attendance.
  • Assisting with the design of the training for EPIC clindoc module for medical providers support staff, providing on-site, real-time support during software deployment and implementation, and troubleshooting any problems.
  • Facilitating communications around go-live periods to respond to questions from end users, and elevating issues to the appropriate leads, command center, or help desk support.
  • Translating departmental requests into business functional requirements, performing financial analysis, business plans, and impact assessment, and formulating and developing recommendations for new and modified systems that meet client and internal project requirements.
  • Supporting internal customers in such functional areas including nursing, ancillary departments, physician practice, patient accounting, medical records, finance, human resources, purchasing, sales, and contracts.
  • Hiring and training the right credentialed trainers, while continuously evaluating the learning and competencies of each trainer.
Education
Medical Assistant: 2008 Sanford Brown College -
This resume is created in 7 minutes.
Summary
High-performing, strategic thinking healthcare QA Manager with 10 years of extensive experience. Adept at implementing operational and functional process improvements while consistently adhering to the highest level of State and Federal regulatory guidelines.Encompasses expert clinical and assessment skills, computer savvy with exceptional writing, presenting, and interpersonal communication skills. 
Skills
  • Exceptional Leadership/Managerial Skills
  • Process Improvement
  • Training and Development
  • Quality Assurance
  • State and Federal HIPAA Compliance Regulations
  • Clinical EHR Expertise
  • Exceptional Interpersonal Skills
  • Superior Oral and Written Communication Skills
Experience
Clifford W Beers Clinic New Haven, CT Asst. Manager of Quality Management 01/2017 to Current
  • Identifying gaps and providing solutions for performance and implementing improvements within and outside the EHRs to enhance Clinical QI/QA efforts.
  • Working with EHR/EMR vendor and clinical programs to develop workflows that ensure quality.
  • Co-facilitating team and other staff departmental meetings as needed.
  • Overseeing the quality assurance efforts within the quality management team, including monitoring the accuracy of reporting and EHR building and maintenance.
  • Supervises and monitors the team's progress and workflow to ensure deadlines are met and stakeholders are satisfied.
Clifford Beers Clinic Quality Management Assistant/ Lead Trainer 08/2016 to 01/2017
  • Consults with Electronic Health Record (EHR) vendor to address and manage issues, optimize performance and functionality.
  • Works with program directors and stake holders on the development and evaluation of program-specific regulations, policies, quality assurance measures and standards.
  • Coordinates development of program and role specific help documentation, including visual aids, and reference guides.
  • Implements operational automation, tests software enhancements and functionality for release within EHR increasing work efficiency.
  • Responsible for providing quality training for all staff on how to use the EHR and their specific programmatic procedures within the EHR so they can provide optimal care.
Clifford Beers Clinic HIIM Assistant 04/2016 to 08/2016
  • Provided technical assistance to clinical staff to ensure compliance and quality assurance maintaining a 98% auditing rating.
  • Provided prompt and courteous support to staff concerning technical and workflow issues.
  • Conducted internal audits to assure compliance with quality measures set forth by Medicaid standards.
  • Identified gaps and provided solutions for performance improvement, strategies/ interventions and service utilization 
  • Trained staff on EHR procedures, programmatic expectations, and oversaw corrective action plans as needed.
Univ. Pennsylvania Health Systems Service Desk Analyst 03/2015 to 08/2015
  • Provided front-line diagnosis and support for all Information Services problems and/or requests for service.
  • Determined the best resolution workflow from scripts in the Help Desk knowledge management system.
  • Executed key phases of resolution workflow including problem receipt, triage, resolution and closure.
Clifford Beers Clinic Quality Assurance Assistant/ EHR Help-Desk Manager 03/2013 to 12/2014
  • Managed Help Desk by triaging and troubleshooting technical support issues in Electronic Health Record (EHR).
  • Consulted with EHR vendor to address and managed issues, optimized performance and functionality.
  • Consulted with clinical staff to rectify EHR problems.
  • Conducted internal audits to assure compliance with quality measures set forth by Medicaid standards. 
Catholic Charities Administrative Assistant 08/2011 to 02/2013
  • Collaborated with the Director of Housing in assuring quality tenant services by maintaining quality assurance standards for 5 different housing programs.
  • Produced timely monthly statistical reports of case contacts and progress to Program Director.
  • Created an assessment tool that collects information on all aspects of client's life, including strengths, employment, mental, physical and bio-social health, legal and financial, substance abuse and treatment history. 
  • Served as interim Director for 3 months in absence of a Director & Assistant Director Responsible for the completion and submission of quality assurance reporting to various entities.
Catholic Charities Housing Case Manager 03/2009 to 08/2011
  • Developed, implemented and monitored individualized service plans with each resident in agreement with the resident and other service providers.
  • Established a consistent schedule of case review contacts with residents to foster the development of a trusting relationship that increased resident's sense of social support and affirmed their personal strengths and abilities.
  • Linked residents to services provided by community based organizations such as peer support groups, legal services, clinical mental health services, and entitlements.
  • Participated in State implementation of pilot housing program for repeat offenders.
Refocus Outreach Ministry, Inc Bridgeport, CT Office Manager/Assistant to Director 07/2008 to 09/2009
  • Presented company information and contracts to Board of Director members and served as point of contact.
  • Supervised student intern on various projects.
  • Completed grant management course and assisted in grant writing. 
  • Served as agency representative on various boards and committees 
Lindley Habilitation NC Habilitation Technician 03/2006 to 05/2007
  • Provided one on one care for children and adolescents with developmental and/or physical disabilities Administered medication, tube feedings, and tracheal maintenance Bathed, fed, diapered, clothed and assisted clients with daily living skills Addressed specific goals from a treatment plan of care specifically written for that individual Accomplished goals by working with the client to help develop sensory-motor, social, and behavioral skills.
Bridgeport Hospital Bridgeport, CT Dietary Aide 11/2001 to 01/2005
  • Participated in room service implementation and conversion to diet office call center automation Took patient meal orders over the phone and input into micro-touch food service software Consulted nurses and hospital records regarding patient diets.
  • Prepared patient trays according to patient menu and dietary orders Demonstrated understanding of dietary restrictions for modified diets and outlined diet restrictions to patients.
Education and Training
Master of Arts: Industrial-Organization Psychology University of New Haven, West Haven, CT, United States
Expected grad date May 2019
Bachelor of Arts: Psychology 2008 Winston-Salem State University Football Field, Winston-Salem, NC GPA 3.65
Certificates Department of Mental Health and Addiction Services Completed 65 hours of training and education
Certificates: Professional Development Fred Pryor Learning Solutions Various completed courses enhancing professional development skills.
This resume is created in 7 minutes.
INFORMATION TECHNOLOGY SPECIALIST

Results-driven professional offering a progressive, 10+ year career in technology business.

Professional Profile

Information Technology specialist with deep expertise in managing technical support operations. Capable of diligently troubleshooting issues to identify root causes and prevent recurrence. Process improvement champion with a history of implementing new procedures and technologies to strengthen security posture and enhance operational efficiency. Knowledeable in AWS cloud offering with emphasis in AWS Connect. Highly organized and efficient in fast-paced multitasking environments; able to prioritize effectively to accomplish objectives with creativity and enthusiasm.

Areas of Expertise
  • Strong interpersonal skills  
  • Easy to adapt to change
  • Change Management and Process Control
  • ITIL
  • Active Directory
  • Enterprise Deployment
  • Strong software, hardware and environmental troubleshooting ability
  • Team Player
  • Initiative and problem-solving abilities
  • Six Sigma Methodologies
  • Ability to work under pressure
  • Self-motivation
  • Relationship Building
  • Management/monitoring tools
Professional Experience
Sr. AWS Specialist 09/2018 to Current Fujitsu Heredia, Costa Rica
Recruited by the Head of Cross-GDC Networks to help build a new team in charge of the operational support for the AWS Connect contact center platform in different Global Delivery Centers.​
 
  • ​
IT Specialist 08/2017 to 09/2018 Fujitsu Heredia, Heredia
Recruited by the Head of IT to join the IT department. Work closely with Senior IT Specialist and Head of IT to contribute to the success of the different IT projects and to provide assistance in new and critical projects for IT in the Costa Rica GDC.
​
  • In charge of Avaya to AWS Connect migration.
  • Create, configure and manage all aspects of our AWS connect instance, including user management, contact flow creation, security profiles, S3 storage and different integrations.
  • In charge of Avaya contact center platform. VoIP Specialist in charge of configuration and support.
  • In charge of desktop troubleshooting, PC/hardware repair, networking or telephony installation and setup.
  • Responsible of equipment inventory for audit purposes.
  • In charge of software installations. Managing the different images used locally.
  • Assemble workstations for employees to complete their day-to-day activities.•
  • Assist employees with analyzing and resolving hardware and software issues that allowed the continuation of an efficient work environment.
  • Provide assistance with Windows 7/8/10 issues along with Office 2013-2016 troubleshooting.
  • Responsible of providing Avaya + CMS accounts and modifying existing users.  
  • Responsible of delivering equipment necessary to perform the daily assignments.
  • Responsible of Java Troubleshooting.
  • Managing Active Directory and working with changes in group policies.
  • Assistance with Share drives and Remote desktop connections. Troubleshooting and permissions.
  • In charge of printer installation and set up.


Key Contributions

 
  • Migration of TMNAS as a pilot account to AWS Connect. AWS Connect project will provide estimate savings to GDC of $300,000 anually. 
  • Migration of all GDC local users from Corp Domain to G05.
  • Implementation of structuring cable, setup and installation of the new CCTV system for the GDC which contributed to important cost saving opportunities.
  • Currently working with Head of IT and Senior IT specialist in the implementation of a new SCCM server in Costa Rica that will align to FNA's project requirements.
Incident Life Cycle Coordinator 12/2014 to 09/2017 Fujitsu Heredia, Costa Rica

Promoted to a process controller role which focuses on QA, reporting and mentoring resouces.

​
  • In charge distributing the Backlog within the team: Ticket assignment and Case management.
  • In charge of managing department queue & Customer/Client escalations.
  • Responsible of creating new SOPs for current and new processes.
  • Assist on processes implementation. Coordination between SDM and support staff to accomplish set targets.
  • Responsible of Agent QA Evaluations making sure that processes, knowledge articles and guidelines are followed as established.• Responsible of running daily Reports.
  • Responsible of making sure the team is achieving the monthly SLAs based on client's targets.
  • In charge of providing feedback to team members: quality assurance, SLAs and individual behaviors.
  • Responsible of new hire process: training, onboarding, initial testing, account set up.
  • Strong relationship with direct customers by improving services through the implementation of new processes, modifying Knowledge Based, increasing Service Desk knowledge that satisfy customer needs.
  • Develop a strategy with other reporting departments to improve First Level Resolution through the definition of a resolvable list that improved the satisfaction from our Service Delivery Manager.
Shared Service Desk Analyst 04/2011 to 11/2014 Fujitsu Heredia, Costa Rica

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed troubleshooting, repair, and maintenance of computer systems, hardware and peripherals. Additionally, supported new hire training.

​
  • Active Directory administration.
  • Shared folders management.
  • Ticketing systems: Service Now, Oracle, Triole and Siebel
  • Browser support.
  • VPN troubleshooting.
  • Network connectivity troubleshooting.
  • Software installations which included working with different installation packages.
  • Antivirus troubleshooting.
  • Exchange services administration.
  • Network Printers installation.
Customer Service Agent 03/2011 to 04/2011 Convergys Heredia, Costa Rica
Selected by Convergys, a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations:
 
  • Provided bilingual customer service on Dental Insurance and Cable/internet accounts demonstrating outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.
Operator 01/2009 to 02/2011 Hospira de Costa Rica LTD Heredia, Costa Rica
Recruited by Hospira LTD, a leading American global pharmaceutical and medical device company with headquarters in Lake Forest, Illinois.
​
• Machine Operator
• Performed QA reviews to products 
• Monitored the Machines and operator's functionality 
• Assemble hospital products
​
Education
Bachelor of Science: Industrial Engineering 2014 Universidad Hispanoamericana Heredia, Costa Rica
Professional Development
  • AWS Certified Solutions Architect: A Cloud Guru, 2018 (in progress) 
  • AWS Ecosystem: Amazon, 2018 
  • AWS Connect Bootcamp: Amazon, 2018 
  • ITIL V3 Certification: GE360, 2017
  • CompTIA A+: Fujitsu iLearn, 2017
  • CCNA, Modules 1 and 2: Fidelitas University, 2015
  • English: Centro Cultural Costarricense Norteamericano, 2011
This resume is created in 7 minutes.
Professional Summary
Looking for a help desk analyst position with “Calgary Board Of Education,” and provide solutions to minor and complex technical problems faced by clients either through phone calls or personal visits
Skills
  • Front-end web development

  • Service-oriented architecture
  • Data analysis

  • Project cost planning
Work History
Help Desk Analyst, 01/2013 to 05/2014
Apex Engineers – Ahmedabad, GJ
  • Performing preventive maintenance at clients' offices as well as at company
  • Provided base level IT support to non-technical personnel within the business
  • Installing and upgrading hardware and software and configuring systems and applications
  • Resolved problems with malfunctioning products.
  • Preparing shift handover reports and updating daily status reports
It Service Desk Analyst, 08/2014 to 07/2016
InfoStretch Corporation (India) Pvt. Ltd. – Ahmedabad, GJ
  • Set up staff workstations with PCs, Macs, phones and laptops.
  • Translated technical specifications into detailed product requirements.
  • Maintained end-users work stations, laptops, and electronic devices
  • Detail-oriented, and highly energetic with good communication and interpersonal skills
Education
High School Diploma: 2016
GTU campus - Gandhinagar, GJ, India
Accomplishments
  • Consistently received a 100% rate of customer satisfaction. Improved IT department effectiveness by 80%. Oversaw decrease in daily Help Desk tickets by 60%. Reduce technical escalations to management by 70% to only 4 per day.

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