Carol Day Email and Phone Number

Troubleshooting and Supporting Epic 2014

Provide second level support to over 2000 customers for over 200 applications as well as over 2000 devices including laptops, thin clients, desktops, tablets, smartphones, printers, and scanners on site as well as at remote locations.Provide support thru remote access, in person, by phone and/or chat.Proficient with MS Office 2010 and 2013 Sound knowledge of Antivirus, Spyware, DHCP, AD, Mobileiron, Service Desk ticketing system, printer and file sharing, Excellent customer service as well as troubleshooting, documentation and communication skills.Ability to well work with a team as well as independently. Excellent work ethic.Experienced in receiving and tracking equipment.Recipient of the ICARE award for excellent customer service.Member of the Partnership Council.

Entry level position on a tier I team supporting over 2000 customers, with desktops, laptops, thin clients, tablets, and smartphones, scanners, and printers in a healthcare organization that involved onsite and remote locations.Detailed documentation of customer issues, questions, and resolutions for over 250 applications in an automated ticketing system.Worked up to lead position on Tier 1 team for issues that team members escalated for resolution.

Worked directly with team members, and consultants as well as staff members on both the clinical application, Ecare EHR, as well as Practice Management.As part of the Ecare team I worked on the configuration, and testing, developed training materials, trained staff, as well as application roll-out and continued user support.Certified in Allscripts System Administration.

Supervised a team of over 20 Physicians, Nurses, and Support Staff.Tracked physician expenses, budget requests, tracking physician credentialing as well as physician requests, issues or concerns. Scheduling of monthly meetings with physicians.Responsible for transitioning new incoming physicians and ensuring that all staffing and equipment needs were met.Responsible for termination of patient/provider relationship at the provider's request as well as explaining the process and the patients rights to the patient.Responsible for staff team meetings, employee hiring, evaluations, staffing for open and/or new positions, filling in for staff when needed, as well as addressing any issues and opportunities for improvement and implementation of those improvements.Responsible for counseling staff when needed and staff termination when necessary.Ensured that all organizational policies and procedures were followed.Tracked all education requirements to ensure that all staff were up to date and in compliance.Audited EMR to ensure patient privacy was protected per guidelines set up by Risk Management.Ensured patient privacy was protected and HIPPA requirements were followed by all staff members.Member of the Communications Pillar teamExcellent customer service skills, team building skills as well as an excellent work ethic.