Manager Customer Service

Summary

Seasoned Professional with proven experience in healthcare, allied services, and non-profit sector. Skilled in complex system implementations, hardware and software implementations, documentation management, strong analytical mindset. A major contributor to the growth and success of growing companies while committed to quality and service excellence. Proven ability of strong cross-functional skills by combining broad-based enterprise technology and utilizing corporate resources to drive, develop, and me et corporate wide short and long term goals.

Highlights

• Interim Manager in a 24/7 referral call center • Improved morale during call center transition • Supervised Student program of Lab Assistants • Managed SDLC of enterprise systems

• Excellent mentor and willing to share knowledge • Three Major EHR implementations and upgrades

• 10 Yrs supporting Healthcare and Ancillary • Active Participant TransplantLine Project

• Improved Staff Morale as Interim Manager • Actively seek Business Process Improvement • Improved standardization and automation process • Implemented Policies and Procedures • Excellent Technical resource and liaison • Lead in successful integrations and upgrades

• Excellent network of IT colleagues and friends

• Successful Enterprise System Implementations: GE-Pacs, ExitWriter, Kronos WFC 7, TMS Four Rivers, EDCO Solarity, AMTELCO, Imprivata OneSign, FormFast, SSRS

Skills

• Workflow Analysis • TSQL, Data Analyst, Ad-Hoc Database Design,

• Project Management • SSRS, DTS, SSIS, ETL, VBA, VBScript, SDLC

• Interim Manager of 25 people in a 24/7 operation • Proactive Leadership

• Supervisor of student workers. • Windows Server and 2008

• MS Office, Strong Access skills, Visio, Project, • Manager/Supervisor Experience • Excellent Customer Service • EHR Paragon, Meditech Expanse, MPF, Imprivata

• Certified Administrator for Hyland Onbase™ v14 • Testing and Validation for UAT.

• HIPAA, CPOE, Meaningful Use

• Basic Networking, DNS, TCP/IP, UPD, SMTP, POP, SNMP, VPN, Sftp,AD Security, vMWare,Virtualbox, HL7, Citrix, AD, GPMC, GPO

Experience

Citrus Valley Health Partners 09/2016 to 1/2019

Application Analyst Covina, CA

• Certified Administrator for Hyland Onbase™ v14 - HIM image and archiving software.

• Core team leader for Meditech Expanse EHR integration supporting MIS (MPA, Person Profiles, Persons, Devices, Printers), HIM, and RE, modules

• Participated in workflow analysis of REG, HIM, and Ambulatory.

• Assisted in the implementation of Meditech Homecare & Solo EHR for home health and hospice systems

• Actively design and maintain complex systems (e.g. Imprivata OneSign, EDCO Solarity, AMTELCO, Formfast) implementation

• Automated AD Device & Print Server inventory reports using PS Scripting and TSQL/SSRS.

• Resolved corporate wide Discharge Packet issue that was affecting caregivers during patient discharge..

• Successful Restructure of TMS Four Rivers forms

• Provide Technical Support (PC and Server) troubleshooting as requested

• Standardize software installations by writing scripts using Batch or VBS, this ensures standardized installs.

• Documents and assist with change management process for enterprise systems

Memorial Hospital of Gardena 07/2009 to 09/2016

Applications Analyst Gardena, CA

• McKesson Paragon EHR implementation and active participant in the integration of legacy AS400 and UNIX demographic data into EHR system

• Technical lead and successful deployment of HIM application McKesson Onecontent ™ v170 Upgrade, Imprivata Single Sign-on, KRONOS WFC7 & 8, TMS Four Rivers, CERMe, and G-Pacs.

• Security Administrator and auditor for complex Electronic Health Records & systems

• Analysis of EHR & Imaging software of user or project team requested modifications

• Designed security for complex EHR to include the rollout to more than 3000 users and caregivers.

• Automated SSRS Reports by migrating legacy AS400 and UNIX data into MSSQL using ETL and SSRS

• Participated in Job fairs and assisted in first line screening of applicants during hospital acquisition.

Tissue Banks International (TBI) 06/1985 to 03/2009

Manager IT Systems (3yrs) Los Angeles, CA

• Managed relocation of call center systems from Orange, CA to Redding CA

• Provided application training to staff

• Technical management and support for Oakland, San Rafael, and Redding offices

• Business process improvement and established Citrix client access to Redding call center

• DBA MS SQL 2005.

Systems Database Analyst at TBI/TransplantLIne (6yrs)

• Database Administrator (MSSQL 2000/2005)

• MS Access expert, ad hoc reports and databases, and maintain complex business reports.

• Improved data productivity and eliminated redundancy by fully integrating application systems.

• Active Directory - perform System Administrator functions (Windows 2003/2008 Server) and responsible to ensure high uptime and network performance levels for a 24/7 critical mission.

• PC Support and Software Upgrades and Installations, onsite and remote using Bomgar, VNC, Gotomeeting.

• Planned the unification of systems and security creating a stable network environment and integrated databases.

• Presentation of key findings and recommended views of data based upon data analysis and team objectives

• Active participation with IT team through attendance of regular team meetings voicing trends, issues and best practices to aid in standardization of analysis.

• Perform other job-related duties and work on special projects as required.

• Migrate legacy application dBase IV, MS Access, to MSSQL

IT Coordinator at TBI/Doheny Eye & Tissue Bank (14yrs)

• Developed Intake database in dBase4 to streamline referral intake process

• Create ad-hoc reports and report cards resulting in improved donor screening services

• Interim Manager to Recruit, hire, train and manage call-center of approximately 25 employees.

• Assist in developing new policies and procedures or protocols for the 24/7 call-center, resulting in improved employee morale and improved customer service and relationships.

• Successful relocation of technical systems to inception of TransplantLine referral center

• Supervised Student program - 5-7 Lab Assistants

Education

Bachelors of Science in Information Technology 04/2005

With Emphasis in RDBMS & Project Management

University of Phoenix La Mirada, CA

High School Diploma 06/1985

General Education

James A Garfield High School East Los Angeles, CA

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