Technical Support Training
Resume:
NORA HANNA
Brooklyn, NY 11224-1235 **********@*****.***
SUMMARY
Can fluently Read, Write and Speak both the Arabic and English Languages.
Trained on various EMR packages such as: Epic, Optum /CareTracker, and McKesson
IT Training Curriculum Writer, developed and conducted technical training programs
Accomplished administrative and technology professional thoroughly focused on assisting clients streamline their operations and improving response times to their clients.
Technical skills, incorporating functional design specifications, system testing, debugging and analyzing, and writing user documentation
Excellent ability to interface with end users, and resolve their problems in a timely and professional manner
Designing, developing and conducting technical training programs of individuals and groups in operating systems and applications
Trained Physicians, RNs, Unit Clerks, Therapists, and other hospital staff
Experienced Lead Trainer of 50+ Trainers
Provided Go-Live Support on various units: Medical-Surgical, Labor & Delivery, Rehab, ICU, etc.
15 Years of IT Training Experience
EXPERIENCE
N.H. SOFTWARE INDUSTRIES, NY Oct 2001 - Present
IT Principal /Trainer / Consultant
Consecutive bilingual interpreter English/Arabic various assignment 1-6 students at a time.
Trained small business clients and individual end-users to effectively use various software packages.
Designed, developed and conducted technical training programs of individuals and groups in operating systems and applications.
Participated as a technician in major organizational server and workstation migrations which were completed on time without impacting the workflow of 100+ users.
Taught technical-users on the operation of large database-oriented, multi-user systems.
Demonstrated Technical skills, incorporating functional design specifications, system testing, debugging and analyzing.
Wrote and developed user training manuals.
Management of special projects from inception to implementation through strategic planning.
Clients included DeVry Institute of Technology and various small businesses.
Preparing different budget and daily business activities spreadsheets, for clients' and employees, this include inventories, advertising, payroll, travel plans, and daily client's log and repairs.
Created spreadsheets detailing inventory analysis, payroll, travel plans, and daily client's log and repairs.
STATEN ISLAND UNIVERSITY HOSPITAL, NY Dec 2012 – Apr 2013
McKesson IT Trainer
Provided classroom training to Nurses and other staff members from different practices in preparation of the implementation of McKesson in the hospital.
Go-Live support to the inpatient Nurses on McKesson EMR.
HOSPITAL FOR SPECIAL SURGERY, NY Mar 2012 - Sept 2012
Optum/CareTracker IT Trainer and Implementation Consultant
Provided Go-Live support to the ambulatory Providers and Nurses on Optum/CareTracker.
Meeting and gathering information from different practices of their current workflow in preparation of the implementation of CareTracker in the practice.
Prepare Visio workflow of the current and future states of the different practices.
Data conversion, merging and testing of the databases into Optum system.
MOUNT SINAI HOSPITAL, NY Jan 2011 - June 2011
Epic Credentialed Trainer/Implementation Consultant
Taught and supported over 60 classes with an average of (24) 1200 attendee staffs.
Classroom Trained Nurses other staff members in ClinDoc, in respect to specific Clinical Workflows.
Classroom Trained Nurses other staff members in Stork & OBIX in respect to L&D, Post-Partum, and NICU in respect to specific Clinical Workflows.
Co-Trained Physicians and other Providers in of various specialties in CPOE.
Scheduled, Tested, Surveyed, and Tracked Classroom Attendance of all End-Users trained, via a LMS.
Provided Go-Live support to Providers and Nurses on Med-Surg., L&D, Rehab, and ICU units.
Simultaneously served as Shift-Lead Supervisor of Credentialed Trainer, staffing classes, updating and distributing lesson plans, problem-solving, and serving as liaison between Trainers and Management.
CHUBB COMPUTER SERVICES, NY Jan 1999 – Oct 2001
Networking & Data Communication Instructor
Conducted various training programs and workshops which resulted in the highest number of students achieving the CNA’s, and CNE’s certifications campus wide and before completing their graduation.
Rewrote course manual for Novell NetWare to clarify instructions for other trainers.
Created and successfully tested various workstation images for the technical support department to be used by different instructors in order to reduce classroom time.
Worked as the Adjunct Course Developer for Novell NetWare Curriculum.
Created and successfully tested various workstation images for the technical support department to be used by different instructors in order to reduce classroom time.
Conducted training workshops for the effective support of Novell 5.x server geared towards the organization technical staff.
Trained and assisted the technical support team on building and preparing different images for outside consultants.
EDUCATION
BS, Business Administration, Ein Shamse University, Cairo, Egypt
Epic Credentialed Trainer, Mt. Sinai Medical Center, New York, NY
Accounting & Auditing & Taxation, NYC College of Technology, New York, NY
Computer Information Science Certificate, Brooklyn College, Brooklyn, NY
CERTIFICATIONS
Microsoft Certified Professional MCP
Certified Technical Trainer CTT+
Novell Certified Instructor CNI
Novell Certified Engineer CNE
New York State Computer Languages and Business Teaching Full License Permit
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