IT Specialist

• Jun 2021 - Present

Patient Portal Support

• Apr 2014 - Present

Responsible for providing high quality service and operational support to the clinical practice and health care teams utilizing Patient Online Portal functionality supplied by Cerner. This position also supports portal activity through the Identity Management applications for internal teams and ultimately patients. The position works with internal teams (CICS, Systems and Procedures, Project Management, etc) to implement products features to clinical departments. The Patient Portal Specialist acts as a liaison to the technical teams on behalf of the health care teams. The individual participates in the integration, testing and maintenance of the Patient Online Services portal in support of the Cerner tools. Effectively presents technical functionality of the Patient Portal and other systems that interact with it, to health care teams. Manage timelines for rollout of existing functionality to new internal departments, as well as, new functionality to the Patient Portal. Apply operational procedures for efficient and consistent use of applications. Coordinate technical tasks and utilize technical applications to provide input and support for process/workflow analysis, design, development, maintenance and enhancement of products, applications or support tools.Must utilize personal communication skills, timely follow-up, strong organizational and technical skills, and independent problem-solving in order to meet the ongoing needs of clients and possess an ability to manage multiple tasks in a fast paced environment. Will need to be mindful of privacy requirements related to adherence to patient confidentiality and specific privacy policies. Show less

Technical Support Analyst

• Apr 2008 - Aug 2013

I have worked in an IT call center for five years. I have extensive experience with troubleshooting Windows XP thru Windows 8 as well as working with Mac OS X Mountain Lion. I am also very knowledgeable in using Microsoft Excel, Outlook, & Word. At my job we take calls from residential and business end users with issues with internet/IPTV/ and landline phone service. In those five years I also have extensive experience with repairing computers from hardware issues to complete system re-install. I also have vast experience in working with and troubleshooting tablets and smart phones (both Apple and Android). As a tier 2 technician I am called upon to be a go between my manager and field techs or other departments with technical issues. When my manager was out of the office I would often be asked to resolve issues that normally he would take care of. I also would get calls or issues passed on to me from a tier 1 technician. I also worked with field technicians in coordinating which job they were on and where they were going to next. I would use Google Maps to best determine the fastest route between tickets to get the most done in a day depending upon the size of the job and type of trouble the tech was going to. Part of this was coordinating with field techs to help each other out when issues came up to best suit the customer’s needs. We used spreadsheets to schedule our field technicians through-out the day and would be in contact with the techs to see where they were at on their job or if they needed more time or help on an issue. I enjoy implementing new technology and teaching people how to use new devices and software. As part of my job I am studying to become A+ and Network+ certified. Show less