Bex Brutzman Email & Phone Number

Federal Way, Wa, Us

Seattle, Washington, United States

-Escalation resource for team, provide guidance and assist with tier 1 analyst Help Desk issue resolution and workflows.-Close collaboration with Help Desk Educator on training of new analysts; provide feedback to the Help Desk Educator, Computer Services Consultants, and Management on Service Desk Analyst training needs.-Backup administrator and primary Super User trainer for Event Notification system.-Participates and conducts calls reviews for Service Desk Analysts, provide coaching to Service Desk Analysts as needed.-On-call duties and participate in on-call rotation schedule.-Provides and maintains expert level knowledge in Help Desk processes, workflows and procedures; provides input and guidance to IT Services teams in customer service related processes and support.-Provides improvement recommendations to Help Desk management.-Participates in IT Services Disaster Recovery program as needed including ITS major incident response activities.-Manages the Help Desk phone queues and volumes; adjusts Help Desk staffing assignments and skills to accommodate for volume fluctuations to ensure service levels targets are met.

Spokane, Washington Area

•Monitoring incident queue for supported IT systems, as well as working cases that do not require coding changes. •Working with Software Engineers and System Administrators, creating tasks in our task management system where coding changes are required for incident cases. •Working with the Software Engineers and Project Managers to deploy code to the User Testing and Production systems. •Work in a team-oriented environment and as a member of the development team and as a liaison between Clients and Project Management team and the Software Engineers/System Administrators. •Monitor production systems ensuring system stability and efficiency. Document problems with detail sufficient to accurately reproduce. Perform regular scheduled checks and maintenance. •Work with Software Engineers and System Administrators to create and maintain appropriate documentation of resolution, troubleshooting and service procedures.

Spokane, Washington Area

• Increase and standardize documentation of HelpDesk policy and procedure, Downtime Communication and IT Announcements, as well as providing targeting of announcements to pertinent stakeholders of IT processes and systems.• Train new employees in all aspects of HelpDesk Analyst duties and up-train staffing on documentation and troubleshooting standards to provide excellent tier 1 support before escalation to tier 2 support.• Coordinate staffing of a team to maximize coverage and outstanding service to customers during both staffed and on-call hours, while being available to team members to assist in troubleshooting, as well as scheduling, and other various concerns.• Assist in covering other supervisory duties as needed in the absence of the IT Support Manager.

Spokane, Washington Area

• Increase and standardize documentation of HelpDesk policy and procedure, Downtime Communication and IT Announcements, as well as providing targeting of announcements to pertinent stakeholders of IT processes and systems.• Train new employees in all aspects of HelpDesk Analyst duties and up-train staffing on documentation and troubleshooting standards to provide excellent tier 1 support before escalation to tier 2 support.• Provide front line technical support for over 100 applications, and various forms of hardware, including well-known applications as well as legacy applications, EMR integration and transmission issues, and user account management.• Triage the assignment and escalation of case priority based on multiple factors regarding the severity of issues, importance, users affected to maximize efficiency, patient outcome, and client satisfaction.

• Provide front line technical support for over 100 applications, and various forms of hardware, including well-known applications as well as legacy applications, EMR integration and transmission issues, and user account management.• Triage the assignment and escalation of case priority based on multiple factors regarding the severity of issues, importance, users affected to maximize efficiency, patient outcome, and client satisfaction.• Multitask attentively to many jobs at a time. Create log cases and troubleshoot issues via a variety of inputs (Call, Ticket, Email, Instant Message, walk-up)• Triage the assignment and escalation of case priority based on multiple factors regarding the severity of issues, importance, users affected to maximize efficiency, patient outcome, and client satisfaction.• Adhere to a strict standard of confidentiality and compliance.

Spokane, Washington Area

• Use multiple Laboratory Information Systems to Accession and facilitate the flow of specimens coming into the laboratory.• Develop strategies to ease the transition to new procedures and specimen types.• Use technical pending logs and Customer Management software to track, address, and maintain missing or inappropriate samples.• Interface with Physicians, Nurses, other Laboratories and other Laboratory personnel via phone to answer questions and provide information about requirements, workflow, and general testing questions.

• Gain organizational knowledge in a National Reference Laboratory.• Demonstrates competencies in Communication and Relationship management, Leadership, Professionalism, Knowledge of the Healthcare Environment, Business Knowledge and Skills, and Information Management.• Organize a portfolio displaying evidence of competency demonstration and completion.

Spokane, Washington Area

• Receive and verify specimens, verify accuracy of patient information, and assign unique case ID• Meet high accuracy and production standards and goals• Use specialized software to input cases, patient demographics, specimen and billing information

Spokane, Washington Area

• Perform venipuncture on patients, including elderly, pediatric, inpatient, and difficult draws.• Operate Company Vehicle to facilitate the pickup and delivery of laboratory specimens from client offices, hospitals, and patient service centers to laboratory for processing.• Checked in patients, verified patient information, verified doctors orders• Input and accessioned samples, processed specimens, prepared and manifested samples for transport, answered phones

Bachelor Of Science (B.S.), Health Informatcs Technology And Management, 3.13

Activities and Societies: Health Service Administration Student Organization- Member Health Informatics Student Organizations.

Associate Of Arts (A.A.), Liberal Arts And Sciences, General Studies And Humanities