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End-user Application Support/ Trainer Resume

Oklahoma City, OK

OBJECTIVE:

To obtain a position in the Technology environment, with an opportunity to utilize and improve my skills while contributing to the organization’s bottom line.

SUMMARY:

  • Created Ticketing system application for submitting requests, reporting and tracking IT issues for Confidential using SQL and Visual basic
  • Trained Confidential Operations department in sever management in HP Openview
  • Trained and supported numerous Hospital Physicians and RN staff on Epic EHR system, ProVation MD, Vocera and Dragon applications.
  • Team up with the various IT subspecialties, engage internal and vendor IT resources as required to facilitate the resolution to insure the system implementation, technical and functional requirements of the applications/systems are met
  • Wrote and Run daily, monthly and annual reports for various department heads using Shell scripts Oracle, SQL for Confidential and Confidential Euronxt.
  • Assisted Confidential Euronxt in software rollouts, implementations and migrations Service Now
  • Assisted OhioHealth in Epic EMR system application upgrade from 2012 to 201 4 build
  • Created Visual basic application from Microsoft Excel that measures employee work output.
  • Managed Intranet sites for Confidential.
  • Collaborated with various IT subspecialties to upgrade network servers from redhat linux 4.0 to redhat linux 5.0.

TECHNICAL SKILLS:

  • Software: Microsoft Office 2003/2007, SQL, Oracle, C++,C#,OS/MVS JCL,SEQ Mainframe Programming., Principal Electrical and Computer Operations, Visual Basic 2005 Express/2008, Microsoft Windows 95/98/00/ME/XP/Vista, Mac OS, Command - Line (CLI)
  • Hardware PC repair, maintenance and upgrades; Network server configuration

PROFESSIONAL EXPERIENCE:

Confidential, Oklahoma City, OK

End-User Application Support/ Trainer

Confidential, Bronx, NY

Epic EMR End-User Application Support Team Lead

Confidential, Oklahoma City, OK

End-User Application Support/ Trainer

Confidential, Phoenix, AZ

End-User Application Support/ Trainer

Confidential, New York, NY

End-User Application Support/ Trainer

Confidential, Hartford, CT

End-User Application Support/ Trainer

Confidential, Bronx, NY

End-User Application Support/ Trainer

Confidential, Marion, OH

Epic EMR Trainer/ End-User Application Support

Confidential, Allentown, PA

End-User Application Support/ Trainer

Confidential, Baltimore, MA

Epic EMR Application Support Lead

Confidential, Omaha, NE

End-User Application Support/ Trainer

Responsibilities:

  • Created Ticket system for Confidential Insurance Company
  • Managed team of programmers in building Policy Processing System for Confidential Insurance Company.
  • Analyzed problems and present solutions for management to make decisions. Responded to requests for technical assistance in person, via phone, and remotely for the following technologies: Windows and Mac OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office.
  • Assisted the Help Desk Manager in supervision, training, and mentorship of employees with a specific focus on leading the team of Desktop Support employees who also contribute to tier 2 ticket resolution.
  • Delivered just-in-time Help Desk support and responded to departmental technical emergencies in order to minimize data loss, meet deadlines, and support needs of users.
  • Maintained and provide support for company websites and database users.
  • Provided Software and Hardware support for end users
  • Assisted Senior Systems Analysts and Engineers with all IT solutions for company projects
  • Shell scripts Oracle, SQL, Access and AS/400.
  • Built and managed web applications based on company needs.
  • Continually updated personal knowledge of computing hardware, operating systems, and software.

Confidential, Lancaster, PA

Epic End-User Application Support/ Optime/Anesthesia Build Analyst

Responsibilities:

  • Provided strategic and educational expertise in the successful development and implementation of initial Go-Live and ongoing Epic modules and training programs; responsibilities included:
  • Planning and implementing instructional programs and education strategy based on user workflows.
  • Conducting needs assessments for proposed training.
  • Designing and developing facilitator’s guides, handouts, job aids, and quick start guide.
  • Attending DVB sessions and participating in testing.
  • Participating in user acceptance training.
  • Interviewed users, supervisors, builders, developers and subject matter experts to identify proper workflows to meet goals of business requirements.
  • Team up with the various IT subspecialties to insure the system implementation, technical and functional requirements of the applications/systems are met
  • Assisted in software rollouts, implementations, ‘Go live’, and migrations
  • Conducted pre go-live classes for Hospital Providers super users on EPIC System Modules—Ambulatory, Inpatient ClinDoc and OpTime/Anesthesia
  • Performed stand-up classroom training onsite or off site as assigned.
  • Scheduled and taught ATE support personnel for GO-Live
  • Supported MDs, Nurses, PAs, MAs, and Front Desk staff by confirming proper user setup, system access and password resets during Go-Live.
  • Trained providers and how to use Dragon dictation software.
  • Trained and helped troubleshoot issues for hospital staff on Vocera use.
  • Troubleshoot issues with ProVation MD clinical application like enabling the ICD-10-CM codes.
  • Tracked and resolved issues as they arose with build team and command center and vendor IT resources as required to facilitate the resolution for optimal system performance.
  • Helped create new user records and linked it to provider records for Optime/Anesthesia dept.
  • Activated user records for Optime/ Anesthesia
  • Created system level smartphrases for Optime/Anesthesia dept. providers.
  • Created Smartext template for use in NoteWriter.
  • Configured several Smartset for the pediatrics clinic.
  • Configured Smartgroup for use in Smartset.
  • Supported Epic Go-Live implementation for Ambulatory, ASAP and Inpatient modules for Providers in the Pediatrics, Internal medicine and Mixed units departments.
  • Served as a Super User for MDs and other end users during post implementation by providing on-site elbow support for Internal medicine, Pediatrics departments.
  • Trained less experienced staffs on Epic software application in the Pediatrics and Mixed units and Internal medicine departments.
  • Served as a liaison between Technical department and End users.
  • Trained Epic functionality to coincide with Nursing, Technicians and Ancillary workflow on Inpatient ClinDoc/CPOE, Optime/Anesthesia modules.
  • Provided feedback regarding change management related to go-live.
  • Available for on-call consulting services for various disciplines.
  • Provided on-site support post go-live and system upgrades.

Confidential, New York, NY

Technical and Implementation Support Analyst / Resource Personnel

Responsibilities:

  • Conducted user needs assessment (Interviewing users, supervisors, Admins, developers and subject matter experts) and identification of workflows
  • Authored, designed and illustrated courseware, end user documents, job aids, quick start guides, technical documentation.
  • Scheduled and trained Operations Department in automated server management technologies, Incident management, Problem management, Change management, Service Now, HP OPENVIEW, TIDAL and CITRIX.
  • Created and documented and Trained GMS OPS level 1 and 2, UAT, Dev employees on OVO application administration.
  • Created a procedure for setting up a Linux RedHat 5 Server for Advance Analytics team.
  • Created and reformatted work related documents, such as Procedures, Policies, and Checklists through the “Follow the Sun” project.

Confidential, Bronx, NY

Technology and Mobility Supervisor / Operations Manager/ Certified Technician

Responsibilities:

  • Manage and supervise all store associates in core operations, selling, servicing and providing support for customers Technology products.
  • Supervise and train of all store computer Tech associates in computer repairs and Mobile phone associates in mobility support.
  • Conduct On-The-Job-Training for all department heads, their associates and new hires attend company meetings.

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