Led a team of provisioning specialists to ensure timely access to systems and applications for new and existing employees.Managed or assisted the team through multiple company mergers

Compiled accesses granted to user roles to standardize what was provisioned. Approved account requests for new non-employees or access to restricted applications. Trained new analysts in the department.Assisted in leading the team through the Bon Secours/Mercy Health merger.Provisioned and de-provisioned user accounts and access rights in compliance with company policies and procedures.Performed user access reviews and audits to ensure proper permissions and minimize security risks.Provided user training and support on access control tools and processes.Developed and maintained documentation related to user provisioning processes and workflows.Collaborated with IT and security teams to implement and enforce user provisioning best practices.Developed and maintained documentation of application configurations, user guides, and troubleshooting procedures.

Onboarded new physician practices, including testing order transmittal. Maintained preference lists of applicable orders. Performed Go-Live support as well as post-Live visits. Supported Data Courier and change control efforts for the team. Troubleshot Ambulatory-specific radiology questions.Troubleshot Ambulatory-specific issues with the Epic application. Created reports in Service Now to track data points including tickets per week and change control approved items.Collaborated with cross-functional teams to gather requirements, develop project plans, and ensure successful application deployments

Troubleshot customer issues with computer equipment, including hardware and software. Contacted customers to provide status updates on current tickets. Administered passwords and accounts as needed. Built user accounts for software access in multiple domains. Built network printers on print server. Escalated tickets to the appropriate parties. Updated management and users on planned and unplanned outages. Acted as escalation team for critical outages.Resolved customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction.Maintained accurate records of customer interactions and transactions in the CRM system.Assisted customers with inquiries, troubleshooting, and problem resolution.

Helped train help desk agents in preparation for switching from Outlook 2003 to Lotus Notes 8.5.