Desktop Support Manager
Resume:
Jacques A Blanc
Fredrick Md, 21703
*************@***.***
SUMMARY
Highly motivated Health Care IT professional with over 14 years of EMR application implementation experience and several months of management experience; a focus on inpatient EMR Implementation and staff development. Solid time and the ability to organize prioritize and perform multiple tasks simultaneously. Adapt easily to new challenges and environment and work well under pressure. Possess a high degree of integrity and professionalism. Proactive and result oriented with excellent interpersonal and communication skills with experience in working with different teams, vendors and individuals at all organization levels.
Core Strengths
Service Management
Coaching
Operational Management
Information Technology
Application Implementation
Application Support
Project Management
Vendor Engagement
Resource Allocation
Project/Work Estimates
Healthcare IT
Management Support
Staff Development
Workflow Analysis
Client Engagement
PROFESSIONAL EXPERIENCE
University of Maryland Medical Center, Linthicum, MD
August 2014 to Present
Application Analyst II (3rd Party Application)
Oversee new workflow and feature design, specifications, and testing processes and procedures to meet standards and principles.
Integrate and tested components and/or subsystems and their interfaces in order to create operational services
Create and modify all Cerner Accounts in TEST and PROD environment
Implement new releases of existing business application software, capturing end user requirements and configuring, testing and integrating as necessary
Facilitate productive relationship with and between business owners
Performing functional, integrated and MRT testing between 3rd party application and EPIC Portfolio Go Live
Validate PFT ( Pulmonary Function Testing) orders from 3 party application to Epic Portfolio
Validate and Manage orders in the Epic Lab Environment
Identify related risks and escalate projects in a timely manner
Ensure business applications are properly documented
Ability to facilitate and design work flow process
Participates in vendor selection and contract negotiation
Monitor and research HL7 interface errors and print errors from all ancillary systems to ensure information is transmitted correctly Epic Integration Team
Create and modify linear and bar codes for Blood Bag Testing
Training employees on 3rd party applications
Ability to work and effectively communicate with all levels of management and staff, enterprise-wide, ability to work well in a team environment
Effectively manage client relationship and resolution of client issues.
Allscripts at Northwell Health
August 2010- August 2014
Production Support Analyst
Work under the direction of the Director and AVP to provide application solutions for assigned clinical areas.
Managed application analysts and contractors to ensure all application features are functioning properly and meet functional
and clinical requirements.
Analyze and estimate work effort based on project scope, design, and technical solution and user requirements.
Work with other internal IT teams, corporate staff, and outside vendors.
Effectively manage client relationship and resolution of client issues.
Continuous monitoring of projects for risk and escalation appropriately.
Set and communicate team/individual objectives to inspire individuals to achieve high performance.
Allocate work load to fully utilize every employee’s talent.
Implement development plans and provide coaching for individuals to reach their maximum talent.
Provide regular constructive feedback on performance and development to direct reports
Define departmental/clinical end-user requirements for Lab/Blood Bank Order catalog.
Collect data for configuration and display for Lab/Blood Bank Catalog.
Design/build/support/maintain all components of the SCM Lab interface and catalog.
Participate in interface mapping and design, testing interfaces transactions, and troubleshooting interface issues
for Lab catalog.
Take complete ownership for assigned tasks/projects/changes to provide regular updates on the progress to team members
and identified stakeholders.
Identify, communicate and escalate issues, requirements and updates related to application functionality with other team members and software vendors.
Conduct unit testing, functional testing, and integrated testing.
Work closely with LIS ancillary teams.
Provide support during Go Live activation.
Support new activations on a 24/7 basis
Define departmental/clinical end-user requirements for ADT and Sunrise ED Manager.
Collect data for configuration and display for ADT and Sunrise ED Manager.
Analyze/Design/Build all components of the Sunrise ED Manager, ADT, and other application configuration item as needed.
Analyze problems and system issues that may impede implementation.
Participate in interface mapping, design, and testing, troubleshooting and resolving issues when encountered.
Document all configuration activities and system specifications.
Conduct unit testing, functional testing, and assist in integrated testing.
Knowledgeable in ADT and clinical workflows, policy and procedures changes related to software implementation.
Knowledgeable in HL7 ADT, Order and Results interface.
Provide 24/7 on-call production support to end users
Review and resolve HL7 interface errors for Orders/Results, documents and ADT Interfaces.
Identify trends in errors and escalate as appropriate.
Communicate with Ancillary System Administrators regarding data quality.
Run regular audits of SCM configuration.
Analyze and identify data issues and worked closely with configuration analysts and management to resolve issues.
Assist in performing root cause analysis for production issues and offer solutions where possible.
Participate in all aspects of the change management process
Participate in testing of software upgrades and system enhancements.
Perform production maintenance for item catalog.
Understand workflow, policy and procedure changes related to the software implementation.
Respond to help desk calls and work with clinical users to resolve issues.
Provide on-site support during go-live activations.
Resource person for the members of hospital staff and health care team for the hospital Clinical Information System
Lutheran Medical Center, Brooklyn
April 2003 to August 2010
Desktop Support Specialist
Troubleshoot and resolved ECW issues in a timely manner
Provided support to inpatient/outpatient clinics with EMR application
Managed user desktop environments with Virtual Desktop Infrastructure
Implemented and deployed Virtual Desktop Infrastructure to remote sites ( Pano’s).
Provided telephone and desktop support for user population in excess of 3000
Created, configured and maintained new and existing user accounts in Active Directory
Reviewed network infrastructure to ensure optimal configuration and recommended appropriate
Modifications.
Responded to clients request via e-mail and phone call to create and process request.
Participated in network enhancement projects
Provided support in researching and resolving problems, system testing new installations,
System conversions and technical documentation.
Provided onsite assistance for server and networking team in diagnosing LAN/WAN, VPN and
Server issues during off hours.
Interacted with vendors to ensure that telecommunication systems and services met or
Exceed our standards.
Completed the transfer of client data information from machine decommissioned to new computers
Installed and upgraded accessories on desktop, laptop and printers including memory upgrades
And replacing user serviceable parts.
Ensured end users have the required tools to manage their use of telecommunication and PC systems.
Performed analysis, diagnosis, and resolution of telecommunication problems for end users;
Recommended and implemented corrective solutions.
Network support for LAN/WAN, DNS, DHCP, TCP/IP troubleshooting onsite and offsite.
Pc/ user onsite/ phone support using remote connecting utilities such as SMS, Timbuktu, and VPN.
Installed hardware and configured devices such as local/network printers, scanners, PDA’s,
And wireless devices.
Responsible for all Lexmark/ HP printer support. Extensive hands on experience on printer
Repair or replacing parts on network or local printers
Imaged and deployed all computers for LMC facilities and remote sites.
Modell’s Sporting Goods, Bronx NY
February 200- March 2003
MIS Specialist
Supported 1000 local users and 90 remote users on software and hardware issues.
Installed and configured various operating systems: Windows 95, 98, NT, W2k
Installed and resolved software issues remotely using Pc Anywhere and OS/2
Transferred files from NT platforms to Unix platforms using FTP servers
Configured, resolved and troubleshoot email issues regarding MS Outlook and CC: mail
Imaged computers from NT servers to workstations
Installed, diagnosed and repaired Pc-based communication software such as TCP/IP
Resolved polling issues (POS) to 90 stores on a daily basis
EDUCATION
SUNY Downstate Medical Center - College of Health Related Profession
Master of Science in Medical Informatics - December 2010
CUNY York College, Jamaica NY
Bachelors of Arts - Major Psychology- June 1997
Contact this candidate