Management Project

Yvette T. Steward

Clinical Systems Trainer - Business Analyst-Technical Support

Summary of Qualifications

An Information Technology professional with a thorough understanding of

ambulatory clinic operations and the ancillary systems associated with

clinic operations and practice management who is currently involved with a

successful E H R implementation and support project rollout.

Career Objective

To leverage my passion and energy for executing IT project deliverables

so that I can become a key contributor to a high performing, forward

thinking IT organization.

Areas of Expertise

Exchange/Outlook Regulatory Compliance / Sarbannes

Oxley

Business Process Mapping - Level 1-5 Technical Trainer / Technical Writer

Team and Project Leadership Policy Planning / Implementation

Data Mining / Cause Analysis Incident, Problem and Change

Management

E H R, Practice Management & PMI Project Management Methodology

Document Management applications

Requirements Management IT Service Consolidation - ITIL

Certified

Technical Procificiencies

Platforms: Windows 9x/NT/2000/03/XP, MS Exchange Server, SQL Server, Unix

(HP-UX), Linux Red Hat, VMware

Networking: LAN / WAN Administration, VPN, TCP/IP, Novell, 100BaseT Ethernet,

Cisco IOS

Languages: Visual Basics (VB), DOS, HTML

Tools: Microsoft Project 2000, HP Openview Service Desk, Lotus Notes,

Outlook, Mercury ITG, Service Access, Compuware Changepoint, MS

SharePoint, HP Peregrine, MS Office Suite (Excel, Word,

PowerPoint), Visio, ABC Flowcharter, iLink, WebEx, Centra,

Terminal Server, Remote Desktop, Carbon Copy, Exceed, Netmeeting

and WinVNC, IQUAL knowledge database, EGN notification,

SiteScope, Orion, Opera, SameTime, Skype, Allscripts, IDX,

Touchworks Document Management

Key Areas of Experience Include:

. Experienced process mapping analyst successfully delivering global,

enterprise-wide standard process workflows

. 10-12 years experience providing system administrator support for

various vendor platforms

. More than 10 years' experience practicing PMI project management best

practices as a team member and team lead

. Current member of PMI (id 1617700) and PMI eligible to sit for CAPM

exam

. More than 6 years' experience gathering, managing and communicating

business requirements as a liaison between business and IT

. Well versed in ICD-9 code lookup

. Well versed in American Recovery and Reinvestment Act (ARRA) as it

relates to healthcare information technology

. More than 10 years' experience developing and delivering both

classroom and distant learning training to technical and non-technical

adult learners

. Certified ITIL practitioner since 1998

. Experienced information technology BI analyst assisting senior

managers with the development of KPI's

TekSystems, Las Vegas, Nevada April, 2010

-present

Clinical Systems Trainer, Healthcare Partners of Nevada

Provides training and support to clinic physicians and staff to meet

project objectives and rollout deliverables of an electronic health record

and document management system (Allscripts) across 17 clinics with more

than 200 end users located throughout the metro Las Vegas area.

Responsibilities also include inter-city travel; critical analysis of

training documentation; system testing; authoring and updating training

documentation as well as providing 1st and 2nd level technical support for

the E H R and document management applications; gathering and reporting

customer feedback data as well as monitoring and reporting on the quality,

integrity, operation and efficiency of the systems.

Key Achievements:

. Successfully trained more than 106 clinicians and staff across 10

clinics over the past 4 months

. Completed the testing of and summary report on 14 system functions for

more than 106 user profiles

. Completed the critical analysis of 40 previously developed training

job aids

. Completed the updating and authoring of more than 44 training job aids

. Consistently delivering planned, post-classroom onsite support to 10

clinics

Branch Banking & Trust, Wilson, North Carolina

2006 - Mar, 2009

Analyst II, Problem Management

Led and oversaw ongoing strategy deployment for cross-functional operations

team - this effort streamlined the HP Peregrine ticket management and hand

over process and contributed to improved Mean Time to Restore (MTTR).

Facilitated 24 x 7 LAN/WAN incident resolution and led root cause

determination. Participated in domestic travel - managed expense reports.

Key Achievements:

. Designed and implemented problem and incident management processes

based on ITIL framework resulting in a reduction to Mean Time to

Restore.

. Spearheaded the creation of Incident and Problem Management roles and

responsibilities and Level 1 and 2 process maps.

. The team's lead trainer for the company's manager training program

during its phase one migration to a project portfolio management tool,

ChangePoint - accomplished the delivery of 5 classroom training

sessions. This contributed to successful knowledge transfer to IT

managers and the project team's achievement of its planned rollout

date.

. Spearheaded and authored major revisions/updates of policies and

procedures (including alignment of related forms and web content)

governing the company's HP Peregrine category, resolution and review

strategy.

. Authored and deployed the department's first-ever incident, problem

and change management KPI reports.

Siemens Business Services, Cincinnati, Ohio

2004 - 2006

Network Engineer and Problem Management Analyst

Provided remote LAN/WAN technical support, including Tier-II/III technical

support for SBS customers of all sizes, domestic and international.

Installed, configured, monitored and maintained network infrastructures and

maintained user support and mainframe and server operations. Promoted to

Problem Management team. Ensured root cause determination process carried

out for major incidents, providing post impact meeting facilitation and

generation of post impact reports presented to management.

Key Achievements:

. Recognized for outstanding leadership of the site's 2006 Sarbannes

Oxley SAS 70 audit.

The Procter & Gamble Company, Cincinnati, Ohio

1992 - 2004

Technical Specialist, Level D

Provided remote LAN/WAN technical support for IT service management

infrastrucuture: HP Openview Service Desk, Network Node Manager, HP OVO,

SQL Server, IQUAL knowledgebase, BusinessObjects 5i). Corporate IT

technical trainer and technical writer contributed to knowledgebase.

Project leader and project team member. Participated in international and

domestic travel - managed of expense reports.

Key Achievements:

. Authored first-ever Incident Management and Problem Management

policies and procedures.

. Managed the creation and deployment of the company's first-ever

elearning training program.

. Recognized as first-ever Procter & Gamble ITIL Certified IT

professional (1998).

. Key contributor to the creation of the company's first-ever set of

global process metrics reports.

Education & Credentials

Associate of Applied Science, Computer Networking Systems

ITT Technical Institute, Cincinnati, Ohio

September, 2003

Professional Certifications Professional Affiliations

ITIL Practitioner Support and Restore ITSMf Conference 2005-2009

ITIL Foundations # 468713 Project Management Institute

Currently pursuing PMI CAPM Cert Toast Masters International

References Available Upon Request

Contact this candidate