Customer Service Information Technology

Patrick Jean

*** ****** ** ****** ******, NY ****1

*********@*******.*** 585-***-****

Summary

Results driven System Analyst possessing an exceptional track record in Information Technology for successful health care end user training, technical support and software training. Expertise in implementing dynamic IT projects, while increasing efficiency, paying great attention to details, using effective problems solving and communication skills. Great ability in establishing strong client relationships. Experienced in engaging clinicians and executives in implementing best practices and standards in EMR for documentation.

Core Competencies

Quadramed clinical

Epic Desk Support

Epic Clinical Support

Allscripts issues

Data Management

Active Directory

MS Word, Excel

Windows 7

Microsoft Office / Outlook

System & Workflow Analysis

Problem Solving Skills

Computer Support

VPN troubleshooting

Soarian / Unity support

HDI Certified

Client Relations Management

Software Configuration

Training and Development

DNS troubleshooting

TCP/IP troubleshooting

LAN/WAN

Professional Experience

NEW YORK CITY HEALTH AND HOSPITAL CORPORATION – New York, NY 2011 to Present

Systems Analyst

Troubleshoot specific within Epic Clinical Systems Application: VDI session, access, dashboards

Apply filters in chart review / work queues

Assist in creating or editing and sharing note writer macro

Epic Windows printing vs Epic back end printing

How to search for Epic printer and printer info.

Remedy Epic group assignments or escalations.

Disabled/blocked/unblocked/expired accounts within Epic.

Assists in maintaining system protocols by writing and updating procedures

Key Achievements:

Quadramed clinical systems

Conversion of EP to IP

Quadramed discharge, patient visit and desktop edit,

Modification of existing notes in Quadramed

ED whiteboard launch

Device troubleshoot configuration

Accounts access within Quadramed

Corporate support Active directory, Database Support, QA support, SCCM, CIS server, ESM apps Telecom and Servers monitoring

Integrated Support Services – New York, NY 2011 to 2012

Helpdesk Support Analyst

Supported and troubleshoot VoIP phones, hardware included, Cisco IP phone 7942.

Cloned images using Symantec Ghost 7 and Ghost 8

Installed and configured desktops for multiple monitors and attached network printers.

Knowledge in TCP/IP protocols

Provided support to multiple HH hospitals clients for all hardware on PCs and laptops.

Support to Microsoft Outlook 2003/2007/2013, using Quest Migration software tool and some basic troubleshooting

Support to Blackberries, Microsoft Office

Provided support in resolving issues with LAN/WAN data communication, Operating Systems and application software and hardware

Assist clients with printers issues, concerning to toner cartridges, fuser kits, drum kits, transfer kits, rollers, paper jams, error messages and sensors

Assist with user accounts for Enterprise Activation on Blackberry Enterprise Server and troubleshoot

Increased the efficiency and production of employees and resolved day to day operations

The Sutherland Group – New York, NY 2008 to 2010

Helpdesk Support Analyst

Managed the day-to-day operations of a multi-specialty medical department.

Developed and implemented strategies to increase utilization of services and department’s profitability.

Designed and implemented new programs to improve efficiency.

Push package, patch and remotely administer computers via Active Directory.

Completed utilization reviews, quality assurance reports and documentation required by the state.

Developed and maintained effective relationships with physicians, Nurses, senior management, payers, regulators

Successful, in providing technical support to clients of parent company

Analyzed how IT could meet the business needs, analyzed and evaluating the client’s business practices in devising new products and services.

Add clients to the Active Directory domain

Provided client’s acceptance testing for both in-house and vendor software. Instrumental in identifying reporting and fixing any software bugs.

Assisted and maintaining user and group accounts to access necessary resources

Education

Computer Science Present

Trident University International – California

Customer Service Rep 2012

HDI – NY

Computer Support Specialist 2008

BOCES, Information Technology – Rochester, NY

Primary Leadership School

Military Academy – US Army

CERTIFICATIONS & LICENSES

HDI Certified (Customer Service Rep.) 2010

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