Cheryl Mason Email and Phone Number

ALPHANUMERIC, CONTRACTOR UNC PARDEE HOSPITAL | 03/2016 -PRESENT | TECHNICAL ANALYST “EPIC ROLLOUT"Provided support services and preventative maintenance on hardware: PC’s, printers, monitors. Supports, monitors, tests, and troubleshoots hardware and software problems. Documents, maintains, upgrades or replaces hardware and software systems. Provides desktop application support, including installation, configuration, and troubleshooting. Provides installs, moves, add and changes (IMAC) support services. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Trained other IT Staff on how to complete the Technical Dress Rehearsal Testing before EPIC could go Live, we passed 100%.Epic Project Specifics: Deploy equipment (scanners, card swipes, etc.) in support of the Epic project, Maintain inventory controls, · Run testing scripts, Map printers, Lead EPIC Technical Dress Rehearsal Tester, Provide technical support during go-live operations.

Smoky Mountain Center ~ Sylva, NC ~ 04/2012-08/2014 Application Analyst - promotion ~ 12/2012-08/2014  Supported AlphaMCS Application. Troubleshot, enhanced software, involved in decision making. Supported entire organization in all aspects of AlphMCS (Training, Business Processes, and Enhancements).  Attended meetings that pertained to AlphaMCS Knew and understood each Module to System and Business Processes for each Department Created and designed Modules for each Department with Workflow processes to submit to Vendor “AlphaCM” for development. Managed all Projects within MIS Department and supported MIS Senior Director. Worked directly with vendor on technical issues, technical documentation, enhancements, creation of specifications. Tester for each production build of AlphaMCS Application - tested software, resolved issues, helps desk support for the application.  Supported all aspects of Great Plains Application and worked directly with Vendor Odyssey. Troubleshot, enhanced software, involved in decision making, user setup with permissions.Project Coordinator, MIS Department - promotion ~ 06/2012-12/2012  Managed all Projects within MIS Department. Supported MIS Senior Director, Meetings, decision processes and supported all aspects of AlphaMCS Application. Beta Tester AlphaMCS Application ~ 04/2012-06/2012  Tester for the AlphaMCS Application, tested software, resolved issue, helps desk support for the application, employee training.  Worked directly with the Vendor AlphaCM to troubleshoot and resolve issues.

 Supported AlphaMCS Application. Troubleshot, enhanced software, involved in decision making. Supported entire organization in all aspects of AlphMCS (Training, Business Processes, and Enhancements).  Attended meetings that pertained to AlphaMCS Knew and understood each Module to System and Business Processes for each Department Created and designed Modules for each Department with Workflow processes to submit to Vendor “AlphaCM” for development. Managed all Projects within MIS Department and supported MIS Senior Director. Worked directly with vendor on technical issues, technical documentation, enhancements, creation of specifications. Tester for each production build of AlphaMCS Application - tested software, resolved issues, helps desk support for the application.  Supported all aspects of Great Plains Application and worked directly with Vendor Odyssey. Troubleshot, enhanced software, involved in decision making, user setup with permissions.Project Coordinator, MIS Department - promotion ~ 06/2012-12/2012  Managed all Projects within MIS Department. Supported MIS Senior Director, Meetings, decision processes and supported all aspects of AlphaMCS Application. Beta Tester AlphaMCS Application ~ 04/2012-06/2012  Tester for the AlphaMCS Application, tested software, resolved issue, helps desk support for the application, employee training.  Worked directly with the Vendor AlphaCM to troubleshoot and resolve issues.

Department of Juvenile Justice ~ Tallahassee, FL ~ 02/2010-09/2010 Office Automation Specialist Help Desk Support position assisting users with access, troubleshooting; resolved issues with JJIS application. Tested changes within system before deployment. Created and maintained user accounts in JJIS.  Served as lead for JJIS Help Desk. Reported abuse of JJIS Application to Security Officer.

 Monitoring servers. Troubleshooting and resolving software/hardware problems. Installs and repairs facility and division IT&S equipment and software. Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users. Analyzes and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed. Logs and tracks problems; reviews problem tracking databases. Performs facility-based moves, adds, and changes (MACs), as needed. Creating and maintaining user accounts in Active Directory, and setup user access in other applications. Repair and maintain HP Printers for the facility Maintains and protects confidentiality with regard to all aspects of patient care and employee information. Manages and prioritizes workload ability to multi-task; Possesses strong analytical skills. Demonstrates a customer orientation; strength in analytical, math, and reasoning skills and effectively communicates verbally and in writing.

Installed, configured, troubleshot Windows 9x/2K/XP and computer hardware issues.Performed Microsoft Exchange email account maintenance. Installed upgraded computer equipment and software including computer builds and projects. Troubleshot/resolved software/hardware and network problems. Documented system processes and monitored servers. Assisted with IT Project management.Assisted in setup, operation, and monitoring of centralized and distributed system / network control consoles and associated peripheral equipment. Diagnosed and acted on equipment or program failure, troubleshooting of printers, fax machines and Kronos Time Clocks.Logged / tracked problems; reviewed problem tracking databases. Determined appropriate technical area or vendor to resolve problem and coordinated with other technical areas.Performed facility-based moves, add, and changes (MACs).Maintained / protected confidentiality with regard to patient care and employee information.

 Aggressive search engine placement, research, internet marketing, maintained all domains owned by the company-including all updates to the website, search engine friendly content writing and press releases and Administrative Support for the CEO.

Remotely troubleshot hardware / software issues. Reset LAN passwords for internal user and verification of user. First point of contact for technical issues.Completed inventory spreadsheets: DOL, EDI, Magellan, and FL Medicaid. Created and maintained user accounts in Active Directory, and other applications.Administrator of Pharmacy Web Portal: Created user access for PDCSX2 (Pharmacy) Systems which includes new access, changes, terminations and password resets. Updated Microsoft Access PDCSSX2 spreadsheet. Sent confirmation to Group Security Administrators for PDCSX2 access for end-users. Provided end-user support for PDCSX2.Purchasing Agent for IT Department under ACS Government Health Care Solutions contracts for Florida Medicaid, DOL, Magellan and EDI.

Computer Operator I  Monitoring servers. Backup of servers Maintain reports for departmentsDesktop Technician Installation, configuration and troubleshooting Windows 9x/2K/XP. Software installation and configuration experience providing technical assistance to users. Maintaining Active Directory users Novell client experience.  Assists in set-up, operation and monitoring of centralized and distributed system/network control consoles and associated peripheral equipment. Diagnosing and acting on equipment or program failure, troubleshooting of printers, fax machines and Kronos Time Clocks. Computer builds and projects.

Performed same duties as listed with Capital Regional Medical Center.Monitored RAID backups daily; performed data restoration from RAID or tape.

Aggressive search engine placement, research, internet marketing, maintained all domains owned by the company-including all updates to the website, search engine friendly content writing and press releases. Administrative support for CEO.

Internet research for prospective customers, database administration.Designed emails sent out to customers and prospects with product information needed, and product information for sale. Imported product information into database.Maintained numerous databases, implementation, and assisted with design, and setup of databases. Worked with sales department finding prospects and leads on internet.