Eric Hawthorne Email & Phone Number

Palm Bay, Florida, United States

•Primary analyst over 12 applications and secondary analyst over 6 applications with concentration of Security, Administrative, and role-based access applications. •Development of Business Process Reviews, Impact Reviews, and SBARs for justifications of budgetary items and business needs. •Project coordination for upgrades and implementation for applications affecting single to multiple departments. •Developed test scenarios and test plans to perform Functional Testing and UATs to validate all applications and systems work as intended. Reporting all issues to resolve in a timely manner to avoid delays in implementation.•Building reports according to business needs and automating as needed. •Assist and collaborate with department leadership and other departments to achieve IDN wide goals and OKRs.•Streamline communication between vendors and the organization to facilitate smooth application Changes, Upgrades, and Implementations while ensuring all alterations adhere to hospital IT standards and regulations.•Develop, review, and maintenance of technical documentation for hardware and software, including installation, configuration, and troubleshooting guides. •Manage and prioritize Incident and Request tickets while collaborating closely with third-party support vendors.

Brevard County, Florida, United States

•Maintained high-security protocols, ensuring the protection of sensitive patient data and confidential information, achieving a 99.9% compliance rate with regulatory standards.•Partnered with IT and security teams to build and secure an extensive array of hospital IT devices, ensuring compliance with stringent Information Security standards.•Coordinated with medical and administrative departments to deploy a diverse range of computer systems, applications, and specialized medical equipment, facilitating smooth transitions for new or relocating units.•Resolved technical issues for a broad spectrum of hospital-specific IT equipment, reducing downtime by 30% through comprehensive documentation and knowledge sharing that improved team efficiency.•Consistently met and exceeded SLA timelines, achieving a 95% on-time resolution rate, while delivering exceptional customer service and support to healthcare professionals.•Trained and mentored junior technicians and staff, enhancing team capabilities and ensuring consistent adherence to security protocols and operational procedures.

Palm Bay, Fl

•Diagnosed and resolved technical issues for over 800 coax and fiber-based cable, internet, and home security customers, ensuring minimal service disruption and enhancing overall service reliability by 25%.•Worked closely with customers to educate them on service utilization and introduced them to online support options, empowering them with the knowledge and resources needed to maximize their services, which resulted in a 20% increase in customer satisfaction scores.•Partnered with supervisors to identify and escalate persistent service issues, ensuring swift and comprehensive resolution while maintaining thorough communication with customers about their concerns.•Mentored new technicians in quality assurance, safety protocols, and regulatory compliance, fostering a collaborative culture of excellence and adherence to industry standards.•Leveraged advanced diagnostic tools and techniques to resolve complex service issues, reducing average resolution time by 20% and enhancing overall service reliability.•Coordinated with customer support and engineering teams to address complex technical issues, reducing average resolution time by 15%.

Bachelor Of Science - Bs, Information Technology

Associate'S Degree, Information Technology