Service System Administrator
Resume:
Richard Hollett
Phone: 813-***-****
Email: *******@*****.***
CORE COMPETENCIES
Experienced Data Analyst proficient in many aspects of the Reporting Development
Crystal Reports X, XI, 2008
Epic Clarity – Electronic Medical Records
SQL
MS Office (Excel, Access, Power point, Outlook)
Remedy
IBM Showcase
AS/400
Business Objects – Web Intelligence
SSRS
Web Intelligence
CA Service Desk
PROFESSIONAL EXPERIENCE
Epsilon Global Marketing, Raleigh, NC
Reporting Administrator 2
December 2014 – Present
Achievements:
Project lead for transitioning all I.T. groups from the legacy ticketing system to the new system. Project move consisted of over 40 I.T. teams and 400 members.
Developed measurable service levels and improvement focused metrics for select groups within I.T.
Used business objects to automate and schedule multiple reports for various teams.
Identified process improvements in various teams allowing for improved functionality for a number of workflows.
Responsibilities:
Content owner of all data from categorizations, user/group tables in main ticketing system.
Creates/Maintains various Reporting Delivery Dashboards.
Meets with stakeholders to identify and improve current process gaps and bottle necks.
Track service levels for all groups within the I.T. department for weekly/monthly metrics.
Parkland Hospital, Dallas, TX
Departmental System Administrator
November 2012 – December 2014
Achievements:
Developed multiple high level reporting dashboards using various data sources.
Developed reporting intake process and ticketing system and report delivery systems.
Developed analytics team share point repository
Identified and developed key performance indicators for all employee positions
Responsibilities:
Support clinical reporting needs of outpatient clinics including Ad Hoc requests pulling data from Crystal Reports on the Electronic Medical Records Database
Creates/Maintains various Ambulatory Dashboards.
Meets with stakeholders to identify and create best practices in all areas of metric reporting.
Application owner for all content/process improvement requests in the Epic system.
Conifer Health Solutions, Frisco, TX
Revenue Cycle Ops Analyst 2
November 2011 – November 2012
Achievements:
Developed daily reporting dashboard responsible for reporting daily company revenue to the executive leadership team.
Established baseline metrics and creating goal based score cards for multiple teams within the company
Utilized SQL AS/400 system to pull and automate reports using stored procedures.
Responsibilities:
Responsible for reporting and analysis for over 50 internal and 65 external hospitals.
Worked with the National Insurance Center teams to provide statistics around revenue life cycles for all Major Government Payer groups.
Used IBM Showcase query management tools for building and maintaining reports.
T-Mobile Wireless, Frisco, TX
CRM Data Reporting Analyst
September 2006 – November 2011
Achievements:
Created reporting environment for T-Mobile I.T. department consisting of over 15 enterprise teams
Built and maintained an IIS report automation virtual server responsible for automation and distribution of over 150 reports.
Developed KPI’s for Service Desk, Enterprise User management and Desktop Support organizations.
Assisted in Rollout of enterprise password reset tool responsible for over 2000 resets weekly.
Responsibilities:
Provide reporting and ad hoc requests for I.T organization.
Application content owner for main ticketing system. (Remedy)
Provided UAT for application changes to the Remedy System.
Survey application creator and owner.
Quarterly Audit owner for IT applications.
EDUCATION AND CERTIFICATIONS
Certifications:
Epic Clarity Data Model 2014
ITIL – ITIL Best Practices and Methodologies
HDI – Service Desk Best Practices
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