- Assisted MSP customers with technology needs using a combination of remote, on-site and after-hours support - Performed various server upgrades and maintenance tasks to keep servers current and secure - Spent contract days on site to address all IT issues from desktop, phones, networking, cameras, and physical security - Maintained tickets and internal documentation to share with other administrators to provide good continuity of support - Developed projects for customers to maximize their assets while being mindful of costs to offset business loss due to pandemic.

- Completed a full asset inventory and replaced older technology to meet a single hardware standard defined by IT- Removed and destroyed older technology in compliance with HIPAA regulations as well as IT best practices.- Standardized 150+ random phones of varying ages, models and OS versions into an iPhone MDM system- Reverse-engineered the state’s quality reporting model and implemented a proactive reporting system in the Credible EMR and our data warehouse to move VCSB from the worst to the top quarter of Service Boards- Created and co-chaired a multi-disciplined team (DART) to guide management and staff to identify areas of improvement and prioritize based on clinical efficiency, patient impact, cost effectiveness, and state/local requirements- Maintained the cloud based EMR system (CREDIBLE) including the first post-live optimization of the database and creating internal and external reporting (SQL & Crystal Reports)- Earned the certification: CREDIBLE Certified Administrator

- Evaluated existing operational and strategic reporting needs and found equivalent EPIC reporting solutions- Created reporting request process that became the standard across all UVA Health reporting teams (RAPTR)- Worked with expert users to determine reporting opportunities with planned EPIC implementation- Implemented dataset extraction and submission to external quality vendors to support mandatory reporting requirements- Wrote clinical, financial, and operational reports using SQL Reporting Services, Crystal Reports, or EPIC Reporting Tools

- Evaluated replacement EMRs across multiple vendors- Maintained visit data related to GPS monitoring and aide documentation software (CellTrak)- Improved Cerner data to meet a higher standard of quality by "scrubbing" the database, correcting data in the clinical and billing records, correcting faulty setup and build, resolving broken workflows, and educating users with intermediate technical training- Perform server, desktop, and mobile device maintenance for management, clinical, billing, and volunteer teams (200+ devices and 6 servers)- Support pharmacy interface thru data imports/exports with medication provider (Enclara)

- Supported 150+ laptops and mobile devices for Home Health users remotely- Created various billing, clinical, and workflow reports for surgical users including real-time dashboards- Acted as intranet administrator for all EPIC modules by posting updates, self-help, and downtime notices- Performed upgrades & maintenance for McKesson in SQL environment including backups, scripts, application installs, custom reports, and desktop/laptop support- Created and supported multiple interfaces between clinical and billing systems- Transformed daily workflows from cumbersome electronic/paper hybrids to elegant electronic-only processes- Maintained user security in applications including audits and regulatory compliance- Launched Surgical Quality Initiative group bringing together all surgical support teams to create harmony with disconnected groups- Founded the McKesson Technical Review group with the vendor to bring together other customers to share experiences and ideas in supporting the McKesson suite- Created custom forms and data entry methods to streamline data entry in EPIC- Participated in a 24/7 on-call rotation with remote support- Earned the certification: EPIC OpTime (Proficient)

- Drafted technical scope of NextGen rollout for the next 2 years with milestones- Acted as Lead Analyst for Technical Team – 1 Desktop Analyst and 1 DBA- Taught Office Managers and front desk staff all EPM billing functionality and procedures- Built and configured EPM module for schedules, fees, claims, reporting, etc.- Acted as 3rd level support for users working with vendors and NextGen community to resolve problems- Researched new technology and evaluated new functionality for future rollout plans- Earned the certification: NextGen Certified Professional (EPM)

- Provided IT consulting services to local business (desktop support, Win 7 upgrades, Office 2007 upgrades, custom Crystal Report writing, consolidating and updating databases, etc.)- Provided classroom and on-site instruction on Crystal Reports, Office 2000-2007, Win XP-Win 7- Built & maintained customer database using MS Office 2007 BCM- Created a positive student experience by supporting the classroom with custom builds per class topic as well as maintaining a comfortable learning environment- Created & launched marketing plans to reach local companies- Earned the certifications: Office 2007 Master, MCT, MCTS (Windows Vista Configuration)

- Provided support to 30+ ambulatory implementations and optimizations- Gave 2nd tier support to optimization teams, EPIC users, and other application teams- Built, tested, and supported two high volume lab interfaces and one PACS interface- Wrote custom Crystal Reports using Clarity data model for technical support, clinical research projects, and quality improvement initiatives- Earned the certifications: EPIC Ambulatory, EPIC Clarity

- Evaluated & implemented EMR solutions into existing healthcare facilities such as assessing number and location of hardware devices, wiring, changes to clinical work-flows, and classroom & on-site instruction- Provided 24/7 support thru rotation of on-call duties and off-peak hours maintenance- Designed and supported interfaces between multiple clinical and billing software packages- Provided advice and direction as senior technical lead for Logician EMR- Managed large projects such as version upgrades, research initiatives, and proactive maintenance plans- Provided QA & support for Citrix client/server installations and home access for healthcare providers- Created custom reporting for IT and clinical initiatives using SQL & Crystal Reports- Assessed changes in hardware & software support model for 40 application servers and 100+ laptops- Lead internal QA effort including scheduling resources, creating & maintaining defect tracking processes, creating custom SQL scripts, and periodic reporting to Directors and CIO- Earned the certifications: MCSA (WIN2K), MCP (WIN2K)

- Acted as lead QA engineer on installations, upgrades, SQL modifications, and OS changes- Performed maintenance on customer data to identify database errors and incorrect data- Contracted for QA on custom data entry forms for larger customers- Acted as lead QA engineer on all mathematical functions embedded in ERMS- Created test scripts and result documentation for internal defect tracking software- Set record for defect tracking in first year: 1200+ “bugs”

- Processed small project requests by installing, modifying, or removing hardware such as desktops, laptops, printers, and network connections- Assisted the IT Help Desk periodically to provide on-site support- Earned multiple client satisfaction awards

- Performed rapid billing data entry, error checking, and transcription services- Created custom reports of patient and billing data- Provided daily support for AS400 server and workstations