Experience

SilverCloud Health

• United States
• Mental Health Care
• 1 - 100 Employee

• Technical Support Specialist

  • Jun 2022 - Present



HCI

• Ireland
• Hospitals and Health Care
• 1 - 100 Employee

• Quality Information Systems Support

  • Dec 2019 - May 2022

  HCI is a professional services provider of safety assurance, regulatory and accreditation compliance, and quality improvement support, that creates excellence in the governance of health and social care organisations. HCI’s Quality Information Systems Team develops and maintains a variety of information systems and solutions which collect data, maintain databases, and provide the reporting and analysis facilities to support the needs of HCI’s clients, their patients, service users, and residents. In QIS Support, I worked as part of the QIS Support Desk, delivering a quality service in line with service agreements and performance targets. The QIS Support Desk provides HCI clients with a consistent, knowledgeable, single point of contact to manage all Q-Pulse queries, training, system administration, monitoring, and maintenance. My responsibilities included: • Log, prioritise and process support queries through to resolution (via phone, emails or remote access). • Provide centralised administration of HCI client’s Q-Pulse system in line with their processes and QMS controls. • Analyse, solve and respond to issues raised, following service support procedures. • Refer and escalate issues using initiative and discretion. • Update and maintain company contacts via CRM. • Liaise with external third-party IT service providers through to resolution. • Produce periodic reports quality and safety reports in line with client requirements. • Support the introduction and adoption of Q-Pulse in health and social care organisations. • Provide technical maintenance and support of servers and client databases. Show less