Project Manager Customer Service

Michelet Alcy

**** ** **** *******.

Tamarac, FL 33321

954-***-**** (cell)

*********@*****.*** (email)

SUMMARY

• Administering MS Windows 2003

• Microsoft DOS, Windows XP, Vista, Seven & Eight

• Supporting MS Windows 2003 Core Technologies

• System Administration of MS SQL Server 2000

• Advanced MS SQL 2000

• Internetworking MS TCP/IP on MS Windows 2003

• Familiar with databases using Access and SQL queries, Remedy, Heat Tracking Databases

• ASP.Net, HTML Programming

• MS Visual Basic .Net 2003 and Advanced MS Visual Basic .Net 2003

• Knowledge of Apple products such as Macs and other iOS Mobile products like iPads and iPhones

CERTIFICATIONS

Broward College, Coconut Creek, FL

HITECH Workforce Development Certification Program 5/2012 to 3/2013

• Certified Healthcare Technology Specialist - AHIMA Credentials

- Implementation Support Specialist (CHTS–IS)

- Technical/Software Support Staff (CHTS–TS)

• Practice Workflow and Information Management Redesign Specialist – (CHTS-PW / TBD)

Productivity Point International 1997 to 1998

FT Lauderdale, FL

• MS # 803: Administering MS Windows NT 4.0

• MS # 922: Supporting MS Windows NT 4.0 Core Technologies

• System Administration of MS SQL Server 6.5

• MS # 689: Supporting Windows NT Server 4.0 Enterprise Tech

• MS # 688: Internetworking MS TCP/IP on MS Windows NT 4.0

• MS # 826: Creating & Configuring a Web Server

Miami Dade College 6/1996 to 4/1996

Miami, FL

• PC Micro Hardware Maintenance & Repair

EDUCATION

• Master of Science (M.S.) in Biomedical Informatics

Biomedical Informatics, March 2012

Nova Southeastern University, Fort Lauderdale, FL

College of Osteopathic Medicine, Health Professions Division

• Master Degree (MBA) in Business Administration

Business Administration, September 2005

American Intercontinental University, Weston, FL

School of Business

References furnished upon request

Michelet Alcy

8115 NW 74th Terrace.

Tamarac, FL 33321

954-***-**** (cell)

*********@*****.*** (email)

• Bachelor of Science (B.S.) in Information Technology

Information Technology, October 2004

American Intercontinental University, Weston, FL

School of Information Technology

GRADUATE COURSE WORK

• •

Medical Terminology Healthcare Organization & Administration

• •

Management Info Sys in Healthcare Information Systems in Health Care

• •

Database Systems in Healthcare System Analysis and Design for Health Care

• •

Telecom & PC Networking in Healthcare Information Security in Health Care

• •

Human-Computer Interaction in Healthcare Special Topics in Health Informatics

•

Settings Survey of Biomedical Informatics

• Clinical Decision Support Systems • Program Evaluation in Health Information

• Managing Organizational Behavior for Technology

•

Medical Informatics Special Topics in Health Informatics – Built

• Biomedical Informatics Project Practicum EMR Sys using Access Database

• Public Health Informatics

PROFESSIONAL WORK EXPERIENCE

Project Manager/Account representative 12/2012 to present

Health Choice Network (HCN) / South Florida Regional Extension Center (SFREC)

References furnished upon request

Michelet Alcy

8115 NW 74th Terrace.

Tamarac, FL 33321

954-***-**** (cell)

*********@*****.*** (email)

• Clinical Implementation Support Specialist for different practice settings

• Ability to perform GAP analysis to assess differences of information systems to bridge any space by providing new requirements,

which includes cost & benefit analysis, evaluation of economic indicators to estimate ROI

• Work with several different types of EHR Systems such as NextGen, Care360, eClinicalWorks, Sevocity, CareTracker, AllScripts,

Practice Fusion, Office Ally, McKesson Medisoft Clinical, Amazing Chart, CPRS/Vista

• Assist in the gathering and evaluation of clinical data from client’s EHR system in order to support client in reaching Meaningful Use

(MU)

• Provide educational overview regarding Meaningful Use Objectives and Clinical Quality Measures

• Conduct an accurate and complete assessment of any potential risks and vulnerabilities to confidentiality, integrity, and availability of

ePHI held by the practice

• Collaborate with SFREC clients in determining and implementing changes as necessary for clients to achieve planned goals

• Analyze and evaluate practice needs and come up with an ideal EHR solution

• Use strategic planning to streamline the transition process to make it as seamless as possible for the practice

• Optimize provider readiness, workflow, and Meaningful Use applications through conducting various assessments and solutions and

providing reports based on GAP analysis

• Complete Workflow Analysis and Redesign for practices transitioning from paper records to EHR

• Assist practices throughout the entire process of vendor selection, EHR adoption, & implementation

• Recommend resources professional organizations, ONC website, vendor support for best practices, support and training computer

acumen, hardware, software, and use evaluation of EHR systems

• Support practices in development of MU and quality improvement reports by providing assistance and education to the client

• Review and analyze documentation on post-implementation surveys and reviews

• Closely Monitor progress and report on project activities

• Assist practices to ultimately achieve Meaningful Use status to qualify for the Medicare/Medicaid EHR and eRx incentive program

• Maintain awareness of regulations relative to HIT adoption and MU in physician practices by consistent use (inclusive, but not limited

to) of HITRC site, ONC notifications and cautious evaluation of information passed along by leadership in regards to same

• Educate and prepare practices for the upcoming ICD-10 changes, PQRS, and eRx incentives

IT Support Manager/Level III Computer Technician

3/1996 to 12/2012

CoreLogic

• Effectively manage daily production of assigned team of employees through assigning and monitoring appropriate

work assignments, reviewing reports, resolving escalations and managing communications with clients, including

troubleshooting of issues, as appropriate

• Ensure adherence to SLAs, contractual and project-specific time service and quality requirements

• Manage employee performance through adherence to corporate human resources requirements, documenting

employee productivity against established standards, holding routine one-on-one meetings with employees and appropriate use

of disciplinary procedures, as required

• Analyze employee performance to monitor efficiency/productivity and to identify proactive opportunities for

improvement and development

References furnished upon request

Michelet Alcy

8115 NW 74th Terrace.

Tamarac, FL 33321

954-***-**** (cell)

*********@*****.*** (email)

• Have business analytical skills which includes Workflow Documentation, Project Management, Technical Writing Skills, Customer

•

Relationship Management (CRM) and knowledge of Waterfall Software Development Lifecycle (SDLC)

•

• Be involved in the client relationships at an appropriate level, including acting as the first line escalation point for

customers while enabling the team of Customer Service Representatives to manage the client relationships and independently

resolve problems of an appropriate level

• Review and supply input regarding changes to client specific standard operating procedures (SOPs) and guidelines

• Complete regular management reports as required, summarizing production activities and trends, service

level standards (and issues/opportunities, as appropriate) and budget considerations

• Partner with internal and external cross-functional teams to proactively align operations initiatives with

efforts of all functional groups including Information Technology and Sales

• Recommend and implement process improvements that enhance service levels and team performance

• Manages multiple projects, and is expected to effectively manage their time to ensure timely execution of

tasks

• Effectively participates in project meetings/calls, technical reviews, troubleshooting issues to their

resolution, identifying and executing project escalations to ensure clear next steps are outlined

• Effectively assesses, designs, builds, tests, and presents solutions based on the needs and requirements of

new and existing clients

• Provides high quality one-on-one onsite and/or remote training to new and existing customers for all

products

• Experience and knowledge of infrastructure technologies, such as network, storage, backup, deployment,

desktop management and remote access, including Microsoft, Citrix, VMware

Intern at HCH 6/2011 to 10/2011

Holy Cross Hospital

• Receive training for Allscripts and Meditech

• Participate in implementation of Sentillion Single Sign-on (SSO) Security Software

• Participate through Go-Live support and end-user training

• Provide training to associates such as Nurses, Physicians and Front desk personnel

• Help associates to enroll their badges and how to use the SSO launchpad

• Walk associates through using Sentillion Tap & Go device to roam through work areas

• Walk associates through connecting to Meditech, Lawson, Webmail, Internet & CareStreams PACS

• Provide assistance through resetting Network login credentials

Intern at Eye Physicians of Florida 11/2011 to 3/2102

Eye Physicians of Florida, LLP

• Work with health IT vendors

• Produce a “how to” library of knowledge base support

• Perform various functions for NextGen EHR through Citrix SSL access

• Develop high quality, multi-media rich training content principles for users

• Develop a self- help resource center to introduce and reinforce training

• Participate in the delivery of end-user training and Go-Live support of NextGen EHR rollout

Level I, II Computer Technician

1995/1997

Hospitality Systems INC

References furnished upon request

Michelet Alcy

8115 NW 74th Terrace.

Tamarac, FL 33321

954-***-**** (cell)

*********@*****.*** (email)

• MaintainedFrench, customerand Creole

Fluency in access Spanish database

•

• Researched discrepancies within systems and make corrections

•

• Handled inbound calls and work issues over the phone

• Remotely access Client’s systems Via RAS, PcAnyWhere to troubleshoot

• Ability to work with experienced & non-experienced users

• Ability to handle irate customers in a professional manner

• Delivered accurate solutions to customers in a concise & friendly manner

• Filed reports and printouts

•

Languages

References furnished upon request

Contact this candidate