Customer Service Assistant
Resume:
LEILA G. YNAYAN
Westmont, Illinois 60559
*******@*****.***
CAREER SUMMARY
Multi-skilled Healthcare professional with nearly 20 years diverse
experience including IT Application Specialist/Support/Project
Coordination, Help Desk Analyst, Nursing Assistant, Radiology Film Library
Tech and Dr.'s office Executive Assistant. A quick-learner and resourceful
problem-solver, skilled in multiple project coordination, executive
assistant duties, Patient Care, Department Management, Event Coordination
and Customer service skills.
SUPPORTED SYSTEMS/APPLICATIONS EXPERIENCE
Proficient in the support and/or use of multiple computer systems and
applications, including: MS Office Excel, Outlook, PowerPoint; McKesson
Clinical and Financial; Cerner Surginet, Pathnet, Pharmnet, Firstnet and
Carenet; RiskMaster, Rightfax, Canopy, Emnet, Wescon; Blackbaud - Raiser's
Edge / Financial Edge; CarePoint Logicare/Logifax; Health Port, Datascope,
Endo Pro, Horizon, HAI, Gajema, Sysmex, CoPath, ProService, Flow Cytometer,
Forward Advantage, Wyngate, RALS, iBody, Da Vinci, Brain Lab, Bella Baby,
Impact, IRB, HiTrack, Pyxis Med, Pyxis Supply, ERS, RALS, Sunquest, and
SurgiServer.
PROFESSIONAL EXPERIENCE
ADVENTIST HEALTH SYSTEM / Information Services, Midwest Region
1991 - 2011
Regional Support for the Midwest Region which included LaGrange, Hinsdale,
Glen Oaks, and Bolingbrook, Illinois, and Chippewa Valley Falls, Wisconsin
hospital locations.
Regional Applications Specialist / Project Coordinator, Bolingbrook, IL,
2004 - 2011
Responsible for the analysis, planning, implementation, evaluation and
support of software applications and initiatives to support hospital goals.
Also, project managing; interface planning; testing, training, and
assigning tasks; and coordinating department and Medical office moves.
Specific duties included:
. Acted as Project Leader as assigned to projects. Coordinated the
activities of multiple internal and external entities including Network
Analysts, IP Tech, Sys Admin, Application Analysts, Integration team,
vendor project representatives, Voice Analysts, department
managers/users, and building management.
. Matrix-managed three Network Analysts for the Region and coordinated
Network projects.
. Developed information technology expertise and application knowledge and
translated them into solutions for customers.
. Worked with application software users to identify opportunities of
improvement and solutions to business problems using automation.
. Setup weekly meeting with team members to inform updates and tasks needed
towards successful go-live.
. With the cooperation of users, developed test plans, and performed
application test to ensure accuracy, integrity, inter-operability and
completeness to achieve desired results.
. Prepared and conducted training for end users and Medical Staff Office
members.
Key accomplishments included:
. Coordinated implementation of multiple Applications, upgrades and
updates.
. Coordinated AMH projects for Clinical departments including: Lab,
Pharmacy, Pediatrics, Home Health, Adventist Health Partners, Central
Suppy, ER, Surgery, Post OP, Pre OP, Nursing Resource, Telemetry, CCU,
ICU, Neuro ICU, ICU, Neuro Step Down, Psych, Oncology, Geriatrics,
OB/Gyne, Labor & Delivery, Med Surg, Cancer Data, Materials Management,
Security, BioMed, Facilities, Wound Care Unit, Adventist Health Partners,
Adventist Lab Partners, and Orthopedics.
. Project Coordinator for new builds and department moves for: all
Medical office for AMMS/AHP; Vascular Lab; Bolingbrook Corwin building;
Day Center, all ALP off-site centers; Adventist Home Health; all Hinsdale
Hospital departments move for the new upcoming building for 2011 - 2012;
New 2S Med Surg unit, and Glen Oaks new ER.
. Trained staff members on various applications, when needed.
. Participated during Cerner Implementation (Surginet, Firstnet, EMR,
Carenet,Pharmnet, Pathnet, WTS) under Corporate Lead.
. Maintained regular updates on the Application list with the Adventist
website representative and Corporate Compliance.
. Participated in coordinating the move of the Adventist La Grange Memorial
Hospital departments to the new Patient Care Center building.
. Participated in coordinating to get Adventist Bolingbrook Hospital
opened.
. Assisted in Corporate Implementations such as, Tap n Go, LDAP,
Standardizing Managed and Unmanaged devices; CPOE devices for the
Physicians with CILs of different sites.
. Demonstrated ability to build rapport with Clients and resolve issues.
. Acted as liaison between, department managers, Staff Doctors, Facilities,
Information Services, Facilities, Biomed, Voice Services, Building
Management, Voice Services and Corporate Compliance and everyone needed
to accomplish successful go-live of the projects.
Help Desk Analyst (Regional Support), Hinsdale, IL, 2000 - 2004
. Performed customer support for the Midwest Region.
. Managed staff time clock.
. Performed IS hardware trouble shooting.
. Did yearly, quarterly, monthly and weekly backups for a few application
servers.
. Performed Report distribution.
. Educated users on proper use of applications.
. Promoted to Regional Application Specialist/Project Coordinator.
Radiology Film Library Tech, Hinsdale, IL, 1997 - 2000
. Managed Radiology films and reports.
. Prepared and hang CT, MRI, Nuclear Med, Ultrasound, Mammo and regular X-
ray films according to procedures for Radiologists to read and dictate.
. Worked with Transcriptions (HIM) and Radiologists on dictated reports
prior to release.
. Processed Radiology films prior to reading.
. Performed customer support for patients and doctors.
Nursing Assistant / Nursing Student, Hinsdale, IL. 1991 - 1997
. Performed Nursing Assistant and Nursing duties under supervision of an RN
on clinical units such as ER, Med Surg, Med, OB/Gyne, Telemetry,
Pediatrics, CCU, Psych, CVICU, Intensive Care Unit, Neuro Step Down,
Pediatrics, Geriatrics, Rehab, and Oncology, Ambulatory.
. Performed one-to-one on special patient cases.
. Performed Patient Care.
. Performed Unit Secretary duties.
OFFICE OF DR. AZCONA, DDS, Willowbrook, IL
1987 - 1991
Office Executive Assistant
. Managed Office accounting and expenses.
. Managed patient scheduling.
. Assisted in some dental procedures.
. Sterilized dental tools prior to procedures.
WILBY'S RESTAURANT AT HOLIDAY INN, Willowbrook, IL
1985 - 1987
Assistant Restaurant Manager
. Duties included: purely customer service; day-today accounting records;
employee schedule management; participate in event decorator; liaison
between chefs, restaurant management, customers and servers.
EDUCATION
Nursing Associate Degree, College of DuPage, Glenn Ellyn, IL, 1993
Bachelor of Arts, Hotel and Restaurant Management, St. Scholastica's
College, Manila, Philippines, 1981
ADDITIONAL TRAINING
Certificate, Multiple Project Management, SkillPath, Oakbrook, IL, 2008
Certificate, Conference on Delivering Great Customer Service, SkillPath,
Oakbrook, IL, 2005
Certificate, Microsoft Office Excel, SkillPath, Oakbrook, IL, 2004
ComputerTIA A+, For the A+ Technical Certification, College of DuPage,
Glenn Ellyn, IL, 2001
Programming courses: Cobol, Assembly Programming (Machine Language),
Fortran, Basic, and C++
College Of DuPage, Glenn Ellyn, IL, 1997 - 1998
Programming Languages Courses: RPG I, RPG II, Basic, Cobol, Fortran
International Advance Computer Technology, Makati, Philippines, 1981
AWARDS / VOLUNTEER WORK
Share Award, Recognition of exemplary commitment to the SHARE Principle,
2004
Volunteer, DuPage PADS (Public Action To Deliver Shelter, Inc), 2007 -
2010
Volunteer, 'Holiday Adopt a Family', 2004 - 2010
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