Application and Data Manager

• Oct 2022 - Present

Application Supervisor

• Dec 2020 - Present

Responsible for directing and focusing the application support team and acting as primary administrator and point of responsibility for all CMS operational programs (O365, Methasoft, PowerDMS, Sharepoint, Quickbase). Additional responsibilities include policy development and compliance monitoring. Additional responsibilities include IT Project Management as the company Wrike administrator, responsible for creating project plans, organizing resources, and tracking progress for Information Services projects.Clinic operations liaison, maintaining relationships and communication between clinic management and Information Services. Acts as an escalation point of contact to support clinic managers for training, enhancement requests, and urgent issues.Notable accomplishments: Under my direction and initiative we completed several major upgrades,audits, and roll-outs of business critical enterprise applications. I personally developed standardized andmature processes for previously ad-hoc and disorganized requests. Critical Skills: Team building, Servant Leadership, Project Management, Creative Troubleshooting andresearch, Data security and organization, Forensic break-fix, ITIL and COBIT methodology. Show less

Software Support Analyst

• Jun 2019 - Apr 2020

- Continued in same role from GE Healthcare as part of division buyout. Notable accomplishments: Authored and created multiple in-depth solutions and knowledge-base articles based on independent research that addressed repeating and frequent support cases reducing backlog and proactively preventing cases created by a measurable amount. Many of these continue to be the standard best practice for that team. Critical Skills: MS SQL, SalesForce, Siebel, Centricity and Financial proprietary Software, System Interoperability, Project management, Creative troubleshooting and independent research. Focus on confidential information security (HIPAA). Show less

Software Support Analyst

• Dec 2011 - Jun 2019

- Continued in same role at Athena Health as part of division buyout. Supported multiple generations of the Centricity software for all business and patient operations in medical environments. Daily work required frequent manipulation of complex SQL databases and basic knowledge of associated proprietary financial and electronic ordering plugins. Emphasized customer relations, managing expectations within contractual SLA requirements and resolving incoming customer incident reports with the primary goal being user education and future self-reliance. Notable accomplishments: Authored and created multiple in-depth solutions and knowledge-base articles based on independent research that addressed repeating and frequent support cases reducing backlog and proactively preventing cases created by a measurable amount. Many of these continue to be the standard best practice for that team. Critical Skills: MS SQL, SalesForce, Siebel, Centricity and Financial proprietary Software, System Interoperability, Project management, Creative troubleshooting and independent research. Focus on confidential information security (HIPAA). Show less

Help Desk Support Analyst

• Jul 2009 - Oct 2011

Supported Clinical and Business Operations users in day-to-day program administration and issue resolution. Major duties included Active Directory administration, and program user account support. This role also required frequent detailed end-user training on multiple software platforms and pivoting priorities based on new issue severity. Worked on multiple go-lives for Eclipsys as well as remote support for RIS/PACS, Patcom Optimum, and Softmed implementation. Support was provided both remotely and in person in case of special project needs. Notable accomplishments: Awarded one of only ten commendations out of 50,000 employees at 2011 company-wide meeting recognizing exceptional performance above and beyond normal duties. Critical Skills: HP Service Manager, Active Directory, Remote connection support, Eclipsys, Softmed, Allegra, Midas. Ability to learn new complex industry specific information quickly. Show less

Project Lead

• Jul 2008 - May 2009

(Long-term contract through JTA) Supervised a team of six technicians performing the refresh and initial support of all new hospital owned general computing equipment preparing for EPIC software implementation. Duties included taking department requirements and managing client expectations based on available budget, submitting to purchasing and coordinating with supply-chain as well as daily operations of my install group. Notable accomplishments: Chosen for a side project in business intelligence to interview senior personnel and chose new software options for expanding departments based on needs and departmental limitations. Critical Skills: HEAT, Project Management, Provisioning, and Hardware needs planning. Show less

Help Desk Analyst

• Feb 2007 - Jun 2008

Responsible for the remote connection and support of secure Federal and State LAN networks running SQL based web-apps and user management software. This included occasional stress testing through generating additional artificial traffic, remote updates, and proactive monitoring of Windows and Network logs. Identified and repaired issues in both Windows and proprietary application servers based on data mining and statistics, VOIP communications, database administration, and computer monitored voice analysis. Required to provide basic to intermediate troubleshooting for client server-to-terminal connectivity. Notable accomplishments: Researched and wrote a company published article on reading validation code strings. Personally responsible for retention of $18million+ contract with Travis Co. TX. and received recognition from Deputy Dir. of Corrections; St. Charles Co. MO. for assisting investigations. Critical Skills: HEAT, IP Telephony technologies, Networking, Knowledge of government regulation and security concerns. Show less

Technical Contractor

• Dec 2006 - Jun 2007

Securus; Responsible for proprietary hardware and software driven communications platform, basic remote troubleshooting and escalations in a region covering the Southern US. Contract bought out in February. State Farm; Responsible for internal agent systems roll-out. Entailed a system administrator role; supporting all equipment and software used by insurance agents in the office and the field. Retalix; software engineering support, Emergency IT contract implementing software upgrades on a system level for all fuel centers at a large national grocery chain. This position required quickly learning unfamiliar proprietary systems and remotely applying a software hot-fix remotely. The process required server admin level permissions and frequent minor script editing. Critical Skills: Handling diverse customers during critical projects in close coordination with project management, professional services, and deployment teams providing backup support. Ability to effectively communicate reports of bugs, defects, and customer enhancement requests to development. Show less

Senior Help Desk Technician

• Sep 2005 - Dec 2006

Realtor

• May 2002 - Sep 2006

Senior Service Representative

• Aug 2001 - May 2002