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Atlanta, GA 30331
Lead Desktop Support Technician
10 years experience W2
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Lead Desktop Support Technician
Feb 2019 - present
Desktop Support
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Information Technology
Aug 2020 - present
Windows 7 systems to Windows 10. Ensure all end user assigned applications has installed correctly in software center. Verify hard drive encryption is complete.
  • Primary point of contact for resolution of daily migration issues seen by local site technicians. Investigate and resolve seen issues by means of operating system and application knowledge documented solutions for various known issues.
  • Document daily migration totals various issues and resolutions to stated issues to the Windows 10 Migration PM for daily review. Train end user on Microsoft office 365.
  • Assist users in a service desk setting by troubleshooting and resolving issues
  • Respond to requests and problems including installing monitoring diagnosing repairing maintaining and upgrading all PC/Thin Client/laptop hardware software and equipment to ensure optimal workstation performance
  • Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment during the Window 10 migration
  • Provide customer assistance using and remote access tools (bomgar)
  • Ensure systems are configured according to hospital policy and protected from viruses/malware Implementation Field Engineer (Remote)
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Assist director
Mar 2018 - Mar 2019
Alpharetta, GA
with daily metrics, reporting and scheduling
  • Responsible for implementation services for ciox Healthsource user and external customer.
  • Responsible for gathering and documenting project requirements while providing client consultative guidance.
  • Responsible for activation and monitoring of new and existing customer set-ups for Healthsource Application
  • Troubleshooting and/or accessing and creating reports to track any outstanding issues related to the Healthsource transmission process as needed
  • Provided end-user support on how to manage the Healthsource application
  • Responsible for Install of Healthsource for end user
  • Team player who also works well independently
  • Outstanding client communication skills including follow-through, tracking, and closure
  • Remotely supported over 1000 Healthsource users using various types of infrastructures
  • Strong understanding of EHR/ clinical and medical records workflow
  • Exceptional interpersonal skills to facilitate interaction with internal staff and clients
  • Collaborate with other members of project and training team to assist in developing and maintaining the training program
  • Knowledge/experience with the healthcare industry and travelling 75% to different healthcare facility
  • Platform skills related to chart side errors, Logon errors and Document errors for Healthsource software
  • Ability to stay calm in pressurized situations and coach people through solving problems during go live (Healthsource)
  • Assist in a Customer Service role in a fast-paced call center environment providing technical support during post go live. Lead EPIC TDR Tester/Go Live Support
Project Management
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Assist director
Dec 2017 - Mar 2018
Atlanta, GA
with daily metrics, reporting and scheduling
  • Managing and training over 10 tester for testing workstation reassignment
  • Support site with hardware inventory maintenance/quality
  • Printers & Workstation Go-Live support
  • Re-Image and configure PCs, other hardware
  • Using Excel spreadsheets for assigned workstations to test & inventory lists of all peripherals
  • Being very meticulous reading spreadsheets to insure the correct workstations and peripherals associated with that workstation are tested completely
  • Running scripts to test and insure Epic software is working properly
  • Interacting daily with end users to test their computer and peripherals
  • Printing mapping and Fax setup
  • train/mentor peers and new hire
Microsoft Excel Project Management
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HIM Data Integrity Analyst (Remote)
Information Technology
Jan 2017 - Dec 2017
Atlanta, GA
  • Reports merge and overlay results to HIM supervisors as needed
  • Reviews, corrects, and analyzes data received from various functions performed by record processing, including Electronic Master Patient Index (EMPI) activity, ROI, deficiency analysis, and delinquency processes
  • Monitors the origination of duplicate numbers to enable appropriate feedback to originating areas.
  • Perform in-depth validations of work flows, data collection, report details, and other technical issues associated with the software.
  • Taught new hires on how to validate Labs from Cerner (Tennet), Nextgen to EPIC.
  • Participates in data integrity initiatives pertaining to medical record forms, scanning and indexing, and interfaces. Lead Data Analyst
Data Analysis Data Integrity
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Jan 2016 - Dec 2016
  • Reviewed and analyzed online banking/ ACH transactions to determine fraud activity.
  • Executed and performed client services which included client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems.
  • Executed and performed the day-to-day resolutions of complex problems and escalated client complaints.
  • Assisted customers with filing police identity theft reporting.
  • Responsible for assisting all team members with claims and handling fraud transaction from atm. EpicCare Ambulatory/CPOE Go-Live Support Brookwood Baptist Health/Birmingham, AL
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Provided elbow support to physician during Epic Implementation
Medical Devices
Oct 2015 - Dec 2015
Efficiently supported Clinicians on how to navigate their clinical workflow on the hyperspace.
  • Trained front desk on how make appointment from a referral tab
  • Trained end user on how to enter new order into a patient's chart
  • Provided end-user support on how to manage the Inbasket.
  • Trained end user on how link an order and release the order
  • Assisted provider on how to create note using the Notewriter, utilizing their SmartTools, as well as adding certain Note templates to their Notewriter for easy access.
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EpicCare Ambulatory/CPOE Go Live ATE consultant
Medical Devices
May 2015 - Oct 2015
Wharton, TX
  • Provided support for Epic Ambulatory module to providers and clinicians in a family practice clinic in wave 3 of implementation.
  • Trained physicians on clinical documentation, building personalized preference lists and utilizing Smart Tools integration for ease of documentation, managing problem lists, assigning level of service codes, Charge Capture, and using Smart Phrases and Smart Links effectively in writing notes.
  • Assisted nurses and MA's on how to use the visit navigator viewing the patients' summary in snapshot before the visit to look up patients' allergies, medical problems, medications and immunizations, and creating episodes and linking their encounter to it.
  • Walked PSR staff through routing patients calls back and refill requests to the appropriate pools, scheduling appointments, initiating a telephone and documentation only encounters when appropriate.
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Centricity Trainer
Information Technology
Jan 2015 - May 2015
Wharton, TX
  • Provide training on all clinical staff /provider in role base training
  • Workflow re-engineering current state to more efficient future state
  • Trained staff and provider on EMR system
  • Create training material for EMR role base training
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Junior Application Analyst
Information Technology
Jan 2012 - Dec 2014
  • Providing support for multiple projects, supporting company CEO
  • Log end user tickets into system
  • Supported the Sr. Analyst with implementation
  • Merged and reported on medical data from multiple EMRs
  • Log and track all support issues, problems and requests
  • Performed in depth analysis of end user workflows and data collection
  • Handled issues/problems raised through clients support channels (email, phone, eticket)
  • Experience with Microsoft networking, Active Directory, and TCP/IP LANs
  • Knowledge of Centricity Practice Solutions (CPS) software line and its application in a medical office environment.
  • train/mentor peers and new hire
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Edit Skills
Non-cloudteam Skill
Information Technology
Southern University at New Orleans 2002
Project Management
Desktop Support
Microsoft Excel
Data Analysis
Data Integrity