Supporting end users at St. Anthony's hospital and surrounding clinics.

Supported Epic end users to include, but not limited to workflows, security rights, and optimization requests for medical staff using Epic as their online medical records solution. Assisted with EMR EPIC Implementations, upgrades and the support efforts involved with Epic systems in the Health Care Industry. Involved in Integrated and Application script testing phases. Provided excellent troubleshooting with the ability to resolve basic to moderate support issues concerning workflows for Inpatient and/or outpatient workflows. Research, analyze Epic documentation to support build to meet required scope deadlines, and use high-level critical thinking when assisting other teams with projects and implementation or build. Provided level one and level two application support to Inpatient and/or outpatient staff using EMR Epic systems. Assured all systems are fully tested before migrating and/or implementing into live environments. Documented and described processes and procedures relating to current and future systems. Trained and/or mentored Level 1 Analysts/new employees. Supported the standardization of Project documentation, assisted other teams with new Projects and provided assistance with new ideas when needed. Excellent in Leadership, Project Management, and time management of tasks assigned.

Provided thorough support and problem resolution for end users on EPIC. Instructed team with issue resolution progress. Researched various computer systems and databases to resolve complaints and answer inquiries. Trained 9-12 new employees while effectively explaining protocols clearly. Highly skilled in successful relationships with service providers, dealers and consumers. Displayed courtesy and strong interpersonal skills. Supervised equipment returns, including obtaining all relevant data, Installing and removing of [computers, track board, all Epic devices] systems. Provided extensive Cable management, device termination and network patching. Efficiently tracked data from completed testing and developed solutions for any issues. Maintained spare equipment, parts, and managed inventory. Inspected installation sites to determine material requirements. Operated various company vehicles to haul equipment. Created customized courses for distributors, vendors or others to introduce them to relevant features and benefits of products. Highly skilled in setting up and installing print drivers, including dot matrix, Inkjet and LaserJet. Efficiently installed peripherals, video cards, SCSI adapters and storage devices. Excellent in leadership and project management.

Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Applied excellent communication skills by asking questions, researching, analyzing and rectifying end user problems in a timely manner. Helped end users/customers track and ship packages, responding to an average of [30] calls per day. Maintained composure and patience in the face of difficult customer situations. Advised end users on appropriate action, following standard help desk procedures and provided customers with timely follow-up status reports. Redirected problems to appropriate resources and identified and escalated situations to higher level support when requiring urgent attention. Provided base level IT support to company personnel in addition to outside end users and displayed courtesy and strong interpersonal skills with all customer interactions. Issued software license codes to new and existing customers. Provided remote support for servers, PC’s, Laptops, Cell phones, Tablets, and Printers and periodically traveled onsite to provide more extensive support or maintenance duties according to the SAS or HAS contract per end user organization.

Acted as a liaison between outside sales representatives and International accounts, implemented a consultative selling approach on all inbound calls, produced $1200.00 in Net Sales volume during an average month, generated [10-20] leads weekly, contacted new and existing customers/vendors to discuss how their needs could be met with specific products and services. Negotiated prices, terms of sales and service agreements. Responded to all customer inquiries in a timely manner. Conducted business to business telephone sales, quotes, credit terms and other bid specifications. Achieved a [30]% customer renewal rate, exceeded team sales goals by [35]% and completed 30-50 outbound calls daily, with average conversion rate of [20]%. Maintained detailed account records and contact logs using Peachtree and Lotus Approach, Excel, Microsoft Dynamics CRM, and Sales force. Advanced user of Microsoft Dynamics CRM software. Provided current and upcoming pipeline account reports weekly and always met extreme deadline crunches.

Routinely exceeded call-handling goals, closing an average of 75+ calls daily with a 75% first-call and/or second-call resolution ratio and an average talk-time of 7 minutes. Partnered with Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions, received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving. Provide effective help desk solutions by assisting clients at the desktop and across the networks. Created and maintained staff and student network and e-mail accounts in Windows Server 2003. Experienced in MS Windows operating systems (versions 98, 2000, XP, Vista, and 7), MS Office (Word, Excel, Access, Publisher, and PowerPoint) of various versions-2007 and 2010, and other specialized applications, such as Active Directory, Minisoft and Oracle. Displayed courtesy and strong interpersonal skills with all customer interactions, maintained composure and patience in face of difficult customer situations, resolved customer complaints and concerns with strong verbal and negotiation skills, provided thorough support and problem resolution for customers and supported customers having data connectivity issues. Also I informed customers about issue resolution progress. Referred difficult issues to upper management while maintaining positive rapport with customer, researched issues on various computer systems and databases to resolve complaints and answer inquiries and trained new employees and explained protocols clearly and efficiently.

Fast and Friendly customer service.Operated cash register and money exchange.Inventory control of sales floor merchandise at all times.Dispensed prescribed medications and pharmaceutical preparations under the supervision of pharmacist.Maintained files and records.Assisted pharmacist whenever needed.