Bailey Ramsden Email and Phone Number

Identify and implement standards to drive optimization of Technical Support and enable a World Class Customer Experience through process, knowledge, resources, tools, talent and compliance.Responsible for leading a cross-functional team enabling consistent and efficient technical support delivery and collaboration among value chain partner functions by development and deployment of effective core work process, information management and resource life cycles. Facilitate continuous improvement through analysis of process and people performance and quality.

The Training & Information Management Specialist takes on aspects of other key roles such as training coordinator, instructional design, LMS administration, knowledge management, information management and project management. Integral part of the Customer Support training team. Responsible for assessing training needs, creating, facilitating, delivering and documenting required Customer Support Training, including learning management administration. Also responsible for enabling all aspects of knowledge management for Customer Support, including internal process, product and program documentation as well as job aids and best practice identification and sharing. Responsible for internal Customer Support web content management and primary Customer Support interface to external web-site management team.

Responsible for providing technical support and trouble-shooting for Hillrom/ Welch Allyn integrated medical device products. Specializing in clinical workflows involving electronic medical record systems and the use of integrated equipment. Responsible for retaining and continually developing an extensive knowledge of new and existing Welch Allyn / Hillrom product lines and resource materials to serve customers through technical diagnostics and troubleshooting. Process and provide customer support on technical troubleshooting; creating service notifications and complaints using SAP, Google Platforms, CMS and Knowledge Center. Demonstrate the ability to communicate effectively using technical terminology while relating to customers and their clinical workflows. Provide information regarding products and services including specifications, functionality, availability, and service requirements.Complement the efforts of our sales and marketing teams, promoting Hillrom/ Welch Allyn products, offering special promotions and engaging in up-sell and cross-sell opportunities.

Enterprise-wide expert, Instructional Design resource and lead member to eRecord and its user community. Recommend, plan, design, execute and evaluate course design based on clinical information, data & technology systems, specific to the eRecord and related role-based, workflow processes throughout URMC and regional affiliations. Manage instructional design and Super User activities based on project work plan involving a high degree of complexity. Manage multiple instructional design projects in pre, go and post-live phases of application implementation. Work with various managers, CIs, Training Project Directors, Credentialed Trainers, LMS/e-Learning developer and other departmental staff for integrated project planning and direction setting. Work with technical staff and managers to identify requirements, facilitate and implement changes in Instructional Design, Training Environments and eRecord Training Program, implementing Lean operational improvements. Provide day-to-day “Expert” Clinical Information Systems and instructional design coordination and support toall applicable parties. Employ analytical and project management skills to identify and clarify requirements and develop appropriate instructional design strategies. Able to evaluate appropriateness of various proposed solutions. Support Training Director by coordination of credentialing process for expert-level classroom Instruction and Super Users. Provide analytical, administrative and procedural assistance for identification of Instructional Design requirements, enhancements and setup decisions. Function as a liaison and coordinator between technical team, Credentialed trainers, Super Users, department managers, LMS and Epic on all Instructional Design. Provide in-depth analysis of the requirements and develops functional specifications as part of the process to solve the enterprise users' needs. Propose, document and manage procedures and instructional design training plans.

Worked within with the Information Systems Division in Enterprise Training and Application Support. Responsible for new employee on-boarding of the electronic medical record and continued education and instruction of adult education within classroom environments while ensuring quality controls. Leading as a change agent for learners across multiple disciplines (physician, practitioners, nurses, etc.) in multiple clinical workflow settings. Manage online and print documentation of the eRecord Training program and team; management of help files, intranet information, system summaries, etc. Communication liaison between customers and eRecord Project Team Leadership to provide timely updates and information regarding the Training program and eRecord related Projects.

Member of the Information Systems Division, supporting the University of Rochester Medical Center’s vast clinical enterprises as well as educational and research areas. Responsible for providing primarily first call resolution to user’s technical inquiries via telephone as well as e-mail communications. When first call resolutions are unreachable, responsible for triaging the remaining calls appropriately or working alongside eRecord credential trainers to further resolve issues. Gathering pertinent information for other teams and effectively bridging communication gaps between users, the ISD Help Desk team, as well as other ISD teams within the organization is crucial. Currently working on numerous special projects including; New Employee On-Boarding, ORCA Go-Live, University IT Liaison, FF Thompson Liaison and Macintosh Management. The position has provided experience among multiple operating systems and software in addition to exposure within multiple clinical applications including eRecord, Imagecast, Flowcast, Periop, HBOC, and Onbase.Information Systems Division (ISD) oversees the strategic execution and support of all technology needs of URMC’s vast clinical enterprises, as well as its education and research areas. More than 300 staff work in 12 divisions, and collectively manage everything from computers at workstations to the secure network that keeps information safe and secure to the massive servers that handle the enormous clinical, research and administrative data used by 15,000 URMC faculty and staff members.

Family owned and operated business for over 45 years. Managed a variety of tasks and acquired skills including but not limited to customer relations, event planning, marketing, advertising, and website management.Event Planner, Bartender, Waitress, Hostess o Opening & Closing Dutieso Planning Reservationso Event Planningo Menu Planningo Pricingo Ordering o Guest Relationso Built & Maintain Company Websiteo Website Content Creator o General Customer Service

Working to provide University Career Services with a platform to help students get better jobs, faster. Through a combination of social learning and campus engagement we aid students in career readiness through the notion of getting noticed and being prepared. Currently working in a dynamic start up environment developing and maintaining various social media properties including: twitter, facebook, linkedin, google+, and other products including a content rich blog. Creating content rich and time relevant posts, developing marketing strategy and implementing methods to increase viewership. Assisting with testing and user input for our primary product which is also a social media based product suite to assist college students with job search. Assist in developing various web elements including video content and written content.Also assisting in writing, managing, and releasing press releases to local media outlets on up and coming company news and product development.Managing product help desk. Creating and managing FAQs, providing customer assistance to product users. Host of "Student Spin" product channel featured on Purple Briefcase product. Create, cast, and host talent in a talk show formatted channel to answer and assist students in their job search and career preparation.

Customer Service to all faculty, staff, and students of the St. John Fisher community, oriented positive requiring friendly personality and professional attitude. The ability to multitask and handle frequent interruptions is a must for this position. Familiarity with computer, Microsoft Office, and college online services is also required. Provide first call resolutions to customer by phone, email, or in-person. If issue is not resolved, all pertinent information is to be obtained from the user and placed in a work order to the appropriate department. Effectively communication with other Office of Information Technology staff members as well as faculty, staff, and students, in providing efficient and proper technical support and customer service.Help Desk Technician o Answering Phone Callso Responding to Emailso Providing Tier One Technical Supporto Opening & Closing Dutieso Managing Purchase & Help Requestso Provide Machine Maintenance o Inventory Management

Watershed Survey Correspondent Summer Help – Water Treatment Plant Location o Conduct water samples o Responsible for surveying the Otisco Lake Watershedo Maintain and update state database o File surveys o Maintain various state owned properties

Nomination Committeeo Generate and qualify leads (prospects for award recognition)o Prepare sales action plans and strategieso Schedule sales activityo Help maintain a prospect databaseo Make sales calls to new prospectso Maintain sales activity records o Respond to inquiries and concerns by phone, electronically or in personSponsorship Committeeo Generate and qualify leads (prospects for foundation sponsorship)o Prepare sales action plans and strategieso Schedule sales activityo Help maintain a prospect databaseo Make sales calls to new prospectso Maintain sales activity records o Respond to inquiries and concerns by phone, electronically or in persono Follow up on sales activityo Monitor and report on sales activities Administrative, Othero Administer and help grow Social Media presenceo Develop a Social Media growth strategy along with our PR people

Customer relations, marketing campaigns including designing and sending of direct mailings,email mailings, website content management, social media management, and retail sales associate.Image Consultant o Image Consultation o Make-Up Artisto Store Clerko Reservations o Schedulingo Inventoryo Orderingo Upkeep of Customer Recordso Customer Mailingso Advertisingo Social Mediao Built & Maintained Company Websiteo Oversaw and Fulfilled Site Orders o Updated Inventoryo Manage Upkeep of Store