Tuo Chen
IT Team Leader - Tier 3 Service Desk at DotHouse Health- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
Chinese (Mandarin) Native or bilingual proficiency
Topline Score
Bio
Credentials
-
ClinDoc Credential Certificate
Mount Auburn Hospital -
Resolute Hospital Billing Credential Certificate
Boston Medical Center (BMC) -
SQL for Beginner Data Analysis
Udemy
Experience
-
DotHouse Health
-
United States
-
Hospitals and Health Care
-
1 - 100 Employee
-
IT Team Leader - Tier 3 Service Desk
-
Dec 2021 - Present
• Supports multiple health centers including Codman Square Health Center.• Maintain a comfortable and productive working environment for the IT team.• Motivate and inspire a team of Tier 1 & 2 IT Service Desk specialists.• Resolve complex issues passed on from Tier 1 & 2.• Conduct training sessions for Tier 1 & 2 with best practices.• Spearheading high priority issues with tight deadlines.• Share a daily report to evaluate performance of the entire IT department.• Assist Chief Intelligence Offer and IT Supervisor with projects that improve the IT infrastructure.• Acting IT Supervisor when direct Supervisor isn’t available or on extended leave. Show less
-
-
IT Deployment Technician
-
Jan 2021 - Dec 2021
• Provide computer technical support for health center employees through IT helpdesk.• Create, assign and resolve issue tickets on Spiceworks.• Issues are resolve by calling, emailing, or remote controlling user computers.• Deploy employee laptops at DotHouse Health and Codman Square Health Center.• Support Cisco VoIP phone system to assign extensions and voicemails to users.• Resolve higher difficulty tickets under the guidance of senior desktop technicians.• Close highest amount of issue tickets between 45 to 50+ on a weekly basis. Show less
-
-
-
Crown Castle
-
United States
-
Telecommunications
-
700 & Above Employee
-
Data Analyst – Lit Records
-
Jan 2019 - Nov 2020
• Administer the records of fiber optic equipment from buildings and locations (Poles, Manholes, Towers and Splice-Points) • Create Common Language Location Identification (CLLI) codes in Microsoft CRM Dynamics and NetCracker databases. • Certified to operate in Central Location ON-line Entry System (CLONES) system, a national shared database for CLLI codes. • Update databases with results obtained from an analysis. • Administer the records of fiber optic equipment from buildings and locations (Poles, Manholes, Towers and Splice-Points) • Create Common Language Location Identification (CLLI) codes in Microsoft CRM Dynamics and NetCracker databases. • Certified to operate in Central Location ON-line Entry System (CLONES) system, a national shared database for CLLI codes. • Update databases with results obtained from an analysis.
-
-
-
Boston Medical Center (BMC)
-
United States
-
Hospitals and Health Care
-
700 & Above Employee
-
Epic Facilitator - Resolute Hospital Billing Credentialed Trainer
-
Jan 2018 - Jun 2018
• Learn Hospital Billing workflows through PowerPoint, exercise manuals and Epic We-Learning in a classroom setting led by an Instructional Designer • Manually tested software functionality and course materials while learning the system • Pass a teach back demonstration evaluated by a panel of Instructional Designers and Epic Analysts for the credential certification • Taught in-class and online WebEx training sessions for hospital billers • Grade completed classes in a learning management system (HealthStream) • Support clients to identify proper security access to the system before Go-Live • Provide At-The-Elbow support at Go-Live and client requests Show less
-
-
-
Mount Auburn Hospital
-
Hospitals and Health Care
-
700 & Above Employee
-
Epic ClinDoc Credentialed Trainer
-
Jan 2017 - Jun 2017
• Learn inpatient ClinDoc workflows through PowerPoint, exercise manuals and We-Learning created by Epic Analysts • Test software functionality for inpatient nurses, unit coordinators, patient care associates and respiratory therapists • Pass a teach back demonstration evaluated by Epic Analysts and Principle Trainers for the credential certification • Provide wave 1 go-live support for outpatient for two weeks • Taught in-class training sessions for inpatient nurses, unit coordinators and respiratory therapists • Entrust with covering my boss (Principle Trainer), and taught her class when she called out sick for a day • Create and grade completed classes in a learning management system (HealthStream) • Support trainees during library drop-in sessions for a week before wave 2 go-live • Provide wave 2 go-live support for inpatient for two weeks • Can provide work reference from Principle Trainer, and Project Manager Show less
-
-
-
Kuebix | By FreightWise
-
United States
-
Truck Transportation
-
1 - 100 Employee
-
Junior Software QA Analyst
-
Oct 2015 - Jan 2016
• Develop test cases from business requirements/use cases and stored them in confluence • Generate production test data for Web Services with test cases and stored results in confluence • Log defects with JIRA, work with development to resolve, and verify fixes when implemented • Multi-task with different projects hosted in Salesforce • Review and analyze user stories to determine reasonability, testability, resource requirements and sequencing • Participate in the identification and implementation of continuous improvement in process and standards for the entire team • Attend weekly meetings with the IT department and company founder Show less
-
-
-
Scholastic
-
United States
-
Book and Periodical Publishing
-
700 & Above Employee
-
Content Author
-
Sep 2014 - Sep 2015
• Learn codes created by engineers for the Content Authoring Tool(CAT) • Code 6th grade math problems using CAT with provided manuscripts from editorial • Manual testing by generating test data with provided test cases from QA team • Attend daily meetings with manager for job updates • Report bugs to manager and QA team • Learn codes created by engineers for the Content Authoring Tool(CAT) • Code 6th grade math problems using CAT with provided manuscripts from editorial • Manual testing by generating test data with provided test cases from QA team • Attend daily meetings with manager for job updates • Report bugs to manager and QA team
-
-
-
Spafinder
-
United States
-
Advertising Services
-
1 - 100 Employee
-
Front End Development Internship
-
Aug 2012 - Aug 2012
• Revamped admin tool by using styles provided by twitter bootstrap and datatables.net • Changing templates of hundreds of web pages • Restyling pages and code clean up, most of the old code weren't properly formatted • Worked with HTML and CSS to give new pages a prettier look • Added pagination, and search functions to previous tables • Worked independently while manager was away for a week • Attended weekly standup meetings • Revamped admin tool by using styles provided by twitter bootstrap and datatables.net • Changing templates of hundreds of web pages • Restyling pages and code clean up, most of the old code weren't properly formatted • Worked with HTML and CSS to give new pages a prettier look • Added pagination, and search functions to previous tables • Worked independently while manager was away for a week • Attended weekly standup meetings
-
-
-
American Student Assistance
-
United States
-
Primary and Secondary Education
-
300 - 400 Employee
-
Rehabilitation Representative
-
Jul 2009 - Aug 2009
* Assist in processing rehabilitation agreement forms * Maintain daily assignments such as printing, opening mails, etc * Overtime when needed * Assist in processing rehabilitation agreement forms * Maintain daily assignments such as printing, opening mails, etc * Overtime when needed
-
-
-
Monogram
-
United States
-
Financial Services
-
1 - 100 Employee
-
File Clerk
-
Jul 2007 - Aug 2007
• Filing, pulling folders from shelves • Delivering files to Closing Department • Collecting unfinished files from other departments • Received weekly worker of the week reward • Filing, pulling folders from shelves • Delivering files to Closing Department • Collecting unfinished files from other departments • Received weekly worker of the week reward
-
-
Education
-
Salem State University
Bachelor of Science (B.S.), Computer Science -
John D. O'Bryant School of Math & Science
High School
Community
