Technical Support: Provided first and second-level support for hardware, software, and network issues, ensuring quick and effective resolution to minimize downtime.User Assistance: Assisted end-users with technical issues through phone, email, and in-person support, maintaining high levels of customer satisfaction.System Maintenance: Performed regular maintenance and updates on computer systems, servers, and network equipment to ensure optimal performance and security.Troubleshooting: Diagnosed and resolved technical issues related to operating systems, applications, network connectivity, and peripheral devices.Documentation: Created and maintained detailed documentation of support activities, solutions, and technical procedures for future reference and training purposes.Training: Conducted training sessions and workshops for staff on new technologies, software applications, and best practices in IT usage.Incident Management: Monitored and managed IT support tickets using a ticketing system, ensuring timely resolution and closure of incidents.System Upgrades: Assisted in the planning and implementation of system upgrades and new technology deployments, ensuring minimal disruption to operations.Security Compliance: Ensured adherence to IT security policies and procedures, safeguarding sensitive data and maintaining compliance with industry standards.Collaboration: Worked closely with other IT team members, departments, and vendors to resolve complex technical issues and improve IT infrastructure.Key Accomplishments:Enhanced Efficiency: Streamlined support processes, reducing average resolution time by 25%.User Satisfaction: Achieved a 98% satisfaction rating from end-users by providing timely and effective support.HL7 Implementation: Successfully managed HL7 interface projects, enhancing data interoperability between healthcare systems.SQL Proficiency: Improved database performance and data retrieval efficiency through effective use of SQL

2016-02 - 2018-12 Lead Administrative Assistant CITYLIFE NEIGHBORHOOD CLINICS, Philadelphia, PAEMR Documentation: Maintained precise and up-to-date documentation in the clinic's electronic medical record system, ensuring accurate tracking of members' treatments.Service CoordinationMedical Records Management: Efficiently retrieved past medical test and procedure results, enhancing the continuity of patient care.Care Coordination: Effectively communicated care plans with other specialists, ensuring seamless coordination of care for patients.Referral Management: Closed the loop on referrals by requesting and obtaining consult notes from specialists, ensuring comprehensive care documentation for mutual patients.Pre-Authorization RequestsQuality Improvement Leadership: Led and actively participated in quality, process, and practice improvement activities, contributing to enhanced clinical operations.Patient InquiriesAppointment Scheduling

2014-05 - 2016-01 SAILOR-HOSPITAL CORPSMAN (GO LIVE SUPPORT)THE UNITED STATES NAVY, Norfolk, VA • Objective Alignment: Successfully aligned project objectives with healthcare facility military staff, co-developing and executing comprehensive Go-Live plans for EHR system implementations.Commitment to Project Success: Demonstrated unwavering dedication by working extended hours during the Go-Live period, providing critical onsite support that ensured the successful adoption of the EHR system by healthcare military staff.Primary Liaison RoleTraining Excellence