Technical Services Analyst
Madison, Wisconsin
• Primary Technical Services Consultant for Samaritan Health Services in Corvallis, Oregon, and Wake Forest Baptist Medical Center in Winston-Salem, North Carolina• Primary Technical Services Advisor for Baptist Healthcare System in Louisville, Kentucky, and Hackensack University Medical Hospital in Hackensack, New Jersey.• Actively owned customer success by developing client-focused technical and workflow solutions to address business needs, proactively identifying and implementing enhancement opportunities to improve system usage and performance, and appropriately escalating issues and developing an action plan to resolve said escalation, leading to high customer happiness with system.• Conducted ongoing training for hospital IT team on advanced Epic software build and troubleshooting techniques, providing the technical ability to independently maintain and support their end-users.• Responsible for clinical workflow recommendations and process improvement for 160+ hospital across the United States, Canada, Singapore and the United Kingdom• Managed and trained team members to completely restructure application upgrade process utilizing lean principles and delegating roles to streamline issue identification, documentation, and communication, leading to 28/30 successful system upgrades without major complications• Directed the technical specification and design for development of third party integration projects that decreased project timelines and improve clinical workflow integration for Epic organizations• Set industry guidelines and implementation recommendations to improve reference lab integration, reducing implementation timelines by 3+ months
