Customer Service Security
Resume:
W. D a n i e l H u t c h i s o n
Current Address Permanent Address
****@*******.***
*** **** ***** **** *** Dean Road
Ithaca, NY 14850 Brookline, MA 02445
PROFILE
Quantitative and analytical problem solver with healthcare IT experience and strong leadership skills. Experience
engaging groups and driving innovative improvement through coaching and teaching. History of excellent time
management between rigorous academics and varsity athletics.
EDUCATION
CORNELL UNIVERSITY SLOAN PROGRAM IN HEALTH ADMINISTRATION, Ithaca, NY
Masters in Health Administration, expected May 2012; GPA 3.80
CORNELL UNIVERSITY, COLLEGE OF ARTS AND SCIENCES, Ithaca, NY
Bachelor of Arts May 2010, Double Major: Chemistry and Economics, GPA 3.29, Deans List Spring 2010
EXPERIENCE
PARTNERS HEALTHCARE, Boston, MA June 11 August 11
Information Systems Intern
Created workflow improvements to facilitate online Patient Portal use, decrease necessary support and maintain high
levels of security consistent with HIPPA standards
Identified areas that are consistently difficult for customers to use by analyzing customer support data, found that over
50% of support requests are the result of lost username/password
Researched security measures in place for online financial services to see which would be useful and secure enough for
protecting medical information
Conducted a security audit of Patient Portal password retrieval process as part of a two person team
Recommended changes to the username/password process to decrease support and increase security
Projected future support levels for Patient Portal as services expand by an order of magnitude to over one million users
MASSACHUSETTS GENERAL HOSPITAL, Boston, MA June 10 August 10
Materials Management Intern
Analyzed customer service data to find systematic performance issues with linen service
Recognized shortcomings in old customer service data reporting
Designed a new customer service data reporting tool to standardized performance improvement and address the hundreds
of daily requests for extra goods from equipment, supply and linen services
Planned and participated in the execution of a hospital wide equipment check of thousands of IV pumps to prepare for
The Joint Commission
Implemented a standardized wound care supply cart for in-patient units
Drafted a department-wide staff vacation policy with the goal of balancing equity, staff morale, and operational needs
August 10 Present
CORNELL UNIVERSITY, Ithaca, NY
Teaching Assistant
Fall 2011 Statistics, Introductory course, teach two sections of 40 students each, hold office hours and grade
Spring 2011 Public Finance: Resource Allocation, Intermediate Econ course, office hours and grading for 30 students
Fall 2010 Economics of Consumer Policy, Intermediate course, office hours, grading and review sessions for 40 students
CORNELL UNIVERSITY, Ithaca, NY August 10 Present
Intern Men s Varsity Heavyweight Rowing Coach
Guide rowers athletically and academically
Responsible for safety of athletes, especially while on the water
SKILLS
Advanced large data set and modeling Excel skills, proficient with Office Suite, experience with STATA, JMP and
Mathematica
ATHLETICS
Varsity Heavyweight Rowing, 2006-2010, Awarded the 2010 IRA (National Championship) Bronze Medal in the Varsity
Eight, Recipient of Cy Weed Award in 2010 for scholarship and character, Awarded the 2008 IRA Silver Medal in the Open Four
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