Andy Chavez Email & Phone Number

Responded to user problems with microcomputers, local area networks, and telecommunications and engaged other IT teams if necessary.Assisted in preparing technical documentation and technology manuals for department users.Coordinated with Information Technology and assisted in the configuration and installation of microcomputers and peripherals, including the assembly and testing of new systems.Performed installation and upgrade of microcomputer software upon coordination with IT.Acted as an EHR Support Analyst, (ESA) for Clinic Services’ OCHIN Epic instance.As an ESA, created and managed provider and staff Epic profiles, access, security and maintenance.Received and processed internal data requests utilizing SAP Business Objects and Epic’s Reporting Workbench. Ran and drafted UDS reports for staff and upper management.Conducted QA technical testing on enhancement and fix service packs and drafted materials to keep staff and management informed of upcoming changes to the EMR.Facilitated internal staff training on EMR and drafted tipsheets for routine workflows.Worked with local labs and OCHIN to ensure patients’ lab results interfaced with EMR.

Responsible for the care, safety and supervision of program participants and guests.Checked guests into and out of the facility using the Homeless Management Information System (HMIS).Documented all notes of services provided into HMIS within 3 business days.Provided direct guest support by developing, updating, and reassessing housing plans.Made timely and appropriate decisions in emergency situations, including: awareness of the need for safety of all participants involved, mandated reporting, and contacting appropriate staff/responding agencies.Responded to guests’ crises using de-escalation and Mental Health First Aid techniques as applicable.Completed and submitted Incident Reports, Behavioral Contracts, and Gross Violations as needed.

Sunnyvale, Ca

Designed and maintained a program to effectively manage large community of students of Google Cloud’s on-demand training.Created and executed project plans for marketing nudge campaigns to increase learnerengagement, product adoption and utilization.Collaborated with marketing teams to promote on-demand training, drive enrollments and completion of training content.Worked closely with data and business analysts to develop and deploy data dashboards for internal and external usage by Google Cloud teams.Helped develop training materials and trained support teams to improve scalability of training promotions as well as student support.Worked closely with curriculum developers and product teams to implement customer feedback to further improve Google Cloud’s training products.Designed test plans and piloted engagement and product utilization campaigns.

Mountain View, Ca

Responsible for the implementation of Enterprise clients, providing access and training for Coursera’s for business product.Facilitated reporting of success metrics to clients and made recommendations for improvement based on data analysis.Developed, improved and executed on all operational workflows in support of our Enterprise business and worked directly with product to explore automation opportunities.Responsible for providing industry partners access, onboarding and support for Coursera’s authoring platform.Provided account management, project management, and product education to industry partners to enhance the value of Coursera’s catalog and ensure platform success. Engaged Coursera and its partners to shape the most transformative educational experience by spearheading strategic initiatives and defining creative solutions.Executed on content delivery and strategic projects by being a reliable and dedicated collaborator that brought forth insight from external partnerships as well as fostered strong partner relationships.

 First point of contact and liaison for our Clients by being a technical subject matter expert across our products. Establishing, maintaining and enhancing client relationships by identifying issues, replicating issues during investigation and resolving them.  Provide level II support via phone, email and case management tools to our Clients. Attend client meetings, responding to and closing out issues in a timely manner, generated reports and metrics for clients and being on-call when required to ensure client support not impacted. Assist in troubleshooting software application errors by replicating client issues in a QA environment. Engaging and leading cross-functional efforts with Engineering, QA, Operations and other internal teams if needed to identify and resolve client issues. Engaging clients in assessing their business needs and making recommendations on optimizing software and processes. Notify clients on system maintenance and service interruptions per SLA. Facilitate on-boarding and products training for new and existing clients. Developing in-depth understanding of product knowledge and understand the technical requirements of client implementations for client accounts. Also, developing proactive tools, presentations, documents, metrics and processes to continuously improve internal and client experience. Cross-training other teams/team members on processes and client-specific implementations. Act as escalation point for partner representatives. Follow up on requests, delivering client expectations, resolving technical support issues and communicating solutions/recommendations/guidance directly with the client & their technical teams to ensure an accurate and complete resolution that meets or exceeds contractual service levels.

* Performed outbound account verification calls directly to partner banks and external financial institutions.* Stopped pending payments and suspended user/account access when necessary.* Performed risk assessment and linked analysis.* Assisted with special projects including product enhancement and improving risk processes.* Audited team’s suspensions to ensure quality and maintain service agreements with customers.