Epic Software Support Analyst Resume

Title
Epic Software Support Analyst

Primary Skills
Epic Health Care software; Specifically Prelude, Cadance, Resolute, EMR, Radiant, HIM and Pharmacy.

Location
US-TX-Carrollton (will consider relocating)

Posted
May-28-09

Epic Software Support Analyst

OBJECTIVE
Seeking a position with growth potential within a company or organization, where I can contribute my experience in the Health Care, Information Systems or Customer-Service Fields.


SUMMARY OF QUALIFICATIONS

· More than 20 years combined experience; specializing in the Health Care, Information Systems and Customer-Service fields.
· Extensive experience implementing, supporting and training of the Epic Health Care software; Specifically -- Prelude, Cadance, Resolute, EMR, Radiant, HIM and Pharmacy.
· Highly disciplined, motivated and detail-oriented professional with superb abilities at learning new systems and working in a fast-paced environment.
· Solid background with over 7 years supporting, maintaining and troubleshooting Dell, Compaq, Hewlett-Packard and Cisco hardware/network related equipment.
· Superb analytical and customer-service skills.
· Experienced in the following software: EPIC, Windows 9X, 2000 Professional, NT and XP, Office 2000/XP/2003, Word Perfect, Internet Explorer 6.0, Outlook 2000/XP/2003, Lotus Notes 6.5, Norton GHOST, Pro-Quest Drive Imaging, Altiris Operator Console, I-Manage, NetWare Client, CITRIX ICA Client, TCP/IP, DHCP, PC AnyWhere, SMS Remote Tools, HEAT/Remedy ticketing, Blackberry's, Palm Pilots and Packet-Switching; Have working knowledge of SUN Solaris work stations, UNIX and Active Directory.
· Experienced in the following hardware: Frame Relay, 10/100 megabit hubs/switches, Firebird testers, spectrum analyzers and a variety of patching and monitoring packages. Have a working knowledge of Cisco router/switch commands/configurations.
· Have two years experience diagnosing and repairing Dell Optiplex workstations and Latitude laptops.
· Typing skills at 65 WPM.
· Willing to travel.


WORK HISTORY

Carrollton Pediatrics
Carrollton, TX
Epic Software Support Analyst
Aug 2006-Present

· Identified as one of five subject matter experts/”Super User's” in the fields of Cadance, Prelude, Resolute, HIM, Electronic Medical Records (EMR) and Pharmacy.
· Provided back-end support to the Central Business Office when not supporting clinical operations.
· Updated documentation for the business office to reflect new procedures utilized by the Epic Spring.
· Provided an average of 4 training classes per week on the fundamentals of Prelude, Cadence, Resolute and EMR.
· Created user-friendly “quick step” guides to assist business office personnel with claim-edit, billing, retro-adjudication and voiding/reposting procedures.
· Created and presented to clinic-wide personnel a Power-Point training guide which resulted in Claim error rates dropping by approximately 18%.
· Worked directly with the physician and nursing staff to create user-specific templates/smart-phrases within Note Writer. These enhancements to their Epic profile ensured they were treating patients in a rapid, cost-effective manner.
· Worked with PACS/Radiant teams to transfer historical patient records from IDX RAD to Epic Radiant. This included registering patients in EMPI with new medical record numbers and ensuring patient demographics were correct.
· During many go-lives, worked in a call center environment directly with Practice Management and EMR build teams on documenting, routing and resolving issues brought up during the go-live.
· Provided hardware validation to all Houston-area clinics by ensuring each workstation had the proper software and updates installed for the Epic system.
· Provided Desktop/Printer support to clinical users.


Helen Keller Hospital
Sheffield, AL
Senior Desktop Services Technician (Contract Assignment)
Nov 2002-Aug 2006

· Coordinated the scheduling and migration of approximately 5,000 users from Windows 2000 to XP within 5 area facilities.
· Single-handedly migrated one of the largest and most complex Boeing facilities.
· Provided post-migration support on hardware/software and network anomalies.
· Provided hardware support to the IT team by diagnosing/repairing approximately 30 Dell Optiplex workstations and getting them back into production.
· Provided asset management support to management on the deployment/status of Dell Workstations and laptops.
· Reported weekly status via Excel spreadsheets to senior management.
· Central point of contact for issuing, distributing and closing pending service tickets.

Comanche County Memorial Hospital
Lawton, OK
XP Coordinator/Scheduler (Contract Assignment)
June 1999-Nov 2002

· Identified and organized Business Points of Contact.
· Developed XP/Lotus Notes deployment schedules for 5 locations, supporting 12,000 users.
· Developed deployment schedules for smaller sites, supported by local area service groups.
· Determined business group hardware, software and control readiness status. Addressed and resolved gaps in readiness areas of migration.
· Ensured business group applications were available through the use of Active Directory.
· Launched/Administered Desktop migrations, using the Altiris tool.
· Coordinated Level II end-user support training.
· Provided hardware asset support to upper-level management.
· Ensured the Central Integrated Deployment Database was maintained/updated on a daily basis.
· Central point of contact for issuing, addressing and directing Remedy tickets.

Jefferson County Hospital
Brinkley, AR
Network Technician
Jan 1996-June 1999

· Responsible for the day-to-day operations of a high-volume network center.
· Provided Level I/II phone support to remote users in the areas of RF, Cisco and Network-related problems.
· Maintained asset management of an inventory database, encompassing approximately $3.5 million in company assets.
· Responsible for drafting and implementing a procedure to upgrade the iDirect Network from Version 4.0.2 to Version 5.0.2.
· Drafted daily reports to senior staff and board members.

Lane Regional Medical Center
Zachary, LA
Windows 2000 Tech Lead (Contract Assignment)
July 1992- Dec 1995

· Assigned as lead imager for approximately 850 Dell GX260 Desktops and 50 Dell Latitude Laptops, utilizing Norton GHOST.
· Coordinated the daily deployment of computers/peripherals and personnel.
· Provided Level I/II phone and desktop support to 800 users within two remote facilities.
· Maintained asset management support throughout the duration of the project.
· Central point of contact for testing time-sensitive laboratory applications in a Windows 2000 environment; saving the department $2,500.00 in downtime.
· Processed open trouble tickets using Remedy ticketing software.
· Team leader responsible for supervising and training 6 junior personnel in Information Systems and Customer Service operations, allowing for a more versatile and customer oriented working environment.
· Responsible for creating, editing and deleting user accounts within Novell.
· Monitored and troubleshot 3 Local Area Networks utilizing HP Open View.
· Local administrator for all users Group Wise Email accounts.
· Configured and verified parameters on Cisco 2500, 4000 and 7000 series routers to be used for present and future circuit paths/network connections.
· Maintained accurate logs and files on all circuit paths and network connections utilizing MS Word and Power Point presentations.
· Created a profile database for approximately 230 customers to receive accurate reports and documents, increasing productivity by 46 percent.
· Provided quality customer support to staff personnel by troubleshooting hardware and software problems related to network access.

Field Memorial Community Hospital
Gloster, MS
Network Operations Center Supervisor
May 1989-July 1992

· Department manager responsible for training 8 subordinates in running a high-profile data and network operations center.
· Responsible for monitoring and troubleshooting 35 high-speed voice and data communications circuits utilizing SUN Solaris work stations and HP Open View.
· Upgraded over 40 workstations from Windows 3.1 to 95/NT.
· Provided quality customer support to over 350 embassy personnel and 6 government agencies by accurately diagnosing and resolving network-related outages.
· Developed a comprehensive customer service plan, increasing work center relations by 65 percent while reducing common errors by 88 percent.
· Integrated a local troubleshooting guide for use during network outages utilizing MS Word and Power Point presentations, reducing down time by an average of 38 percent.

Education:

Master in computer science and applications
Major: Computers
Dallas Baptist University
Dallas, TX

Certifications
See above


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