Lead by example to provide world-class 24-hour support for our customers including identifying, documenting, prioritizing and troubleshooting all support incidents / requests. As senior level, I utilized my knowledge and skills to confidently resolve customer inquiries in a mature and professional manner making discretionary decisions while employing collaboration, leadership and other competencies. Worked interdepartmentally with the Support Services Operations Center, Interface Support Programming, Technical Services, Software Solutions, ITS, Product and Development teams to achieve satisfactory solutions.Responsible for connecting to the customers via VPN secure connection and provide professional customer service support for our interfaces between other vendors’ software and our customers’ (HIS) system, as well as, Iatric applications.Articulate clear and concise communication professionally to explain complex technical information to our customers, support staff, and management.

Work on a team that accurately diagnosed, documented and resolved all aspects of healthcare IT applications, mobile devices, networking and hardware issues for 300+ users and 500+ devices.Trained system users remotely, troubleshoot various technical issues and adjust system processesSupported installation and configuration of Microsoft Office 365, Outlook, Windows 7 and 10, SharePoint and cloud services, Cisco AnyConnect VPN Client.Communicated via phone, email and chat with internal and external customers requiring assistance. Interpreted clients' needs and utilized troubleshooting skills to identify resolutions.

Took a lead role on assigned projects and worked with clients to prepare detailed specifications from which applications were be put into operation. Responsible for project implementation, deployment and support of a variety of hospital / physician office packaged software solutions.Collaborated with key I. T. personnel in all aspects of systems development including technical requirements, design, testing, training, and support strategies.

Served as the chief in-house support and liaison between system users and the Meditech HCIS. Took leadership role with regard to system implementation, maintenance, and troubleshooting issues for all HCIS modules. Performed logical systems analysis and research to support users with improved methods of data flow and work flow processes. Work with users to research, define, and develop the most suitable information system solutions as they relate to a physician practice, specific departmental or hospital wide function. Project management experience: Directed, coordinated and monitored all phases of the Meditech HCIS application and OS update.