► Provided level 2 clinical application support within Cerner, AllScripts, and eClinicalWorks EHRs► Resolved user incidents while reviewing ticket trends to identify and escalate system outages, coordinating with various support teams to assure timely functionality restoration► Served as a trusted advisor and subject matter expert, providing guidance and direction to clients with 24x7 on-call rotation availability► Detailed understanding of workflows within CPOE, Nursecare, ADT, and Scheduling► Opened and submitted change controls for application build changes being performed► Performed regression and integration testing as a result of application upgrades, package installs, code loads, and domain refreshes► Mentored and trained new analysts on proper ticket documentation and workflows► Accurately documented project time allocation for individual project initiatives ► Developed end-user training material, support guides, tip sheets, and knowledge base articles► Volunteered to assist various support teams with project initiatives requiring additional FTE’s ► Traveled to Ascension Pensacola and Ascension Mobile Go-Live initiatives as super user► Aided reporting with timely data extractions, KPI and Quality measurements, and service recovery► Leveraged previous experience in Web Design to building SharePoint website, assisting support team knowledge sharing

► Created commercial websites utilizing HTML5 and CSS► Coordinated meetings with customers to determine website needs, expectations, and functionality► Transferred websites to alternative hosting services to reduce costs and increase website uptime► Addressed website enhancement requests with code modifications and uploads to hosting services

► Active contribution to employee development through performance management, coaching , and training,► Provided superior communication to key stakeholders regarding IT performance► Lead weekly operation status meetings with client executives, business teams, and technical teams► Reported call and ticket metrics to customer executives► Developed tools and processes that increased analyst call times ► Monitored active call volume influxes to identify major system outages► Contributed to new agent training curriculum with updated processes and workflows

► Supported multiple modules of EPIC EHR, including HIM, Security, ClinDoc, Ambulatory, Cadence, Prelude, and ADT► Participated in EPIC Go-Live implementations and provider support for Johns Hopkins Hospital► Traveled on-site to assist EPIC Go-Live command centers for Nebraska Medical Center and Belleview Medical Center► Communicated with clinicians and technicians via phone, chat, and email► Appointed to physician only support line ► Addressed issues impacting end users through troubleshooting and training► Reviewed all ticket escalations as primary problem manager for multiple Epic EHR health networks► Optimized physician EHR experience through smart phrase and smart list training

► Installed additional software and updated drivers to improve operation efficiency► Identified, resolved, or escalated networking incidents to service providers impacting the company► Implemented additional IT services available yet not utilized from the service provider► Assisted with day to day operations of serving customers promptly and fulfilling their dry cleaning needs