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Desktop Support Manager

Baltimore, Maryland, United States
August 29, 2018

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Jacques A Blanc

**** **** **** *****

Fredrick Md, 21703



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


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


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


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


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

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