Network Support Technical

Jason Butler

St. Petersburg, Florida

************@*****.***

IT Technical Support / Epic Ambulatory Support

APPLICABLE EXPERIENCE AND

●Desktop and remote support maintaining client relations.

●18+ years of experience with application, systems, and local area network support.

●8+ years of support and build (2 years Lead Ambulatory Analyst- full-time build) for the Epic EHR.

●50 go-lives coordinating, various inpatient, and outpatient specialties.

●EHR implementation, Operational Workflow Creation, Clinical Application Configuration, User Rollout Support, Ambulatory build, CCDA Imports & Validation, Network / Server Maintenance, Vendor Liaison.

RELEVANT PROFESSIONAL EXPERIENCE

Spectrum

Mar 2023 – Oct 2023

Specialist

●User training on various mobile, and cable products.

●Asset management for core products such as modems, routers, video, and mobile devices.

●in person customer support with-in store to handle issues and troubleshoot equipment malfunctions.

●Make suggestions on plans and equipment for optimal setup on home and business solutions.

●Worked with team to create new processes and create new in store policies in a group setting.

●Initiate porting of lines between different service carriers.

●iOS / Android / mobile hardware.

Robert Half

Mar 2022 – Jan 2023

Technology Support Specialist / Consultant.

●Windows 10.

●Microsoft Outlook 2016 and Microsoft Office 2016 / O365.

●Hardware and Software installation / deployment.

●Phone System Administration – Cisco, Finesse, Avaya.

●TCP/IP Windows networking.

●Microsoft Active Directory / Group Policy / DHCP / DNS.

●Remote Access / Citrix / VPN Administration / Bomgar.

●Microsoft Exchange / Exchange Online Administration.

●Understanding of IAM infrastructure / SAML, such as Okta or Duo.

●Understanding of video conferencing concepts / best practices.

●Understanding of information security concepts, Anti-Virus, Encryption, Asset Management, Change Control, Configuration Management.

●PC Imaging and Configuration.

●ServiceNow ticketing

UCSF BENIOFF CHILDREN'S PHYSICIANS

Feb 2017 – Feb 2019

Lead Epic Ambulatory Analyst

●Managing relationships between hospital and independent clinical partners.

●Ambulatory build; 30% of weekly output. Edits and creation of PRL, OSQ, LQL, HRV, LOR, HHS, HIP, DEP, LVN master files.

●Launched, and documented downtime procedures for hospitals as well as clinics based on needs of specialty.

●Directed management on process development and implementation strategies.

●Developed processes to promote / communicate the integration of new or enhanced business and clinical systems into the patient care setting.

●Identified and coordinated new processes, system functionality, system changes and enhancements to support clinical information and meet business needs. Analyze, design, build as well as go-live and long-term support.

●Build edits based on change management requests, as well as implementation rollouts.

●Create educational materials for end user training including, but not limited to job aides, lesson plans, quick start guides.

●Testing new systems, version upgrades, and system changes. Translate, write functional specifications, and coordinate software release procedures.

●Gathered clinical information for MyChart activation. Assisted with video visit setup and training.

●ServiceNow ticketing

KAISER PERMANENTE

Dec 2012 – Feb 2016

Epic Systems Consultant / Site Support Specialist

●Responded to and monitored service requests; diagnosed, troubleshoot, and coordinated resolution of technical problems and information technology issues related to the electronic medical record. Tracked issues via Remedy ARS and alerts via xMatters.

●Facilitated the installation and implementation of KP HealthConnect (Epic) and related hardware equipment between IT and business units including patient care.

●Provided support for the use of the KP Health Connect system, including other related system implementations and upgrades. Virtual Video Visit implementation lead for the KP Napa/Solano service area.

●In-house proficiency completed for Ambulatory, Stork, Haiku/Canto, MyChart, OPTime, HIM, Inpatient, ASAP, ADT, Cadence, Prelude, Clarity, & Beacon modules. Also provide training to providers, as well as support staff in listed modules.

●Troubleshooting application and system issues for MS Windows 10.

●ServiceNow ticketing

KAISER PERMANENTE SERVER SUPPORT

Mar 2011 – Jul 2012

Server Operations Consultant

●Windows Server deployment: Maintained physical infrastructure (rack / stack / cable), O.S. imaging and configuration, partition management for HP ProLiant Servers.

●Microsoft network services: 50+ instances hosting DHCP, DNS, File & Print.

●Active Directory: User / group management, group policies, NTFS and share permissions

●Storage: Volume expansion, space reclamation, data migration.

●Disaster recovery: Monitored backup jobs, cycle tape rotations, perform file level recovery utilizing Symantec Backup Exec.

●Health auditing: Analyzed incoming system alerts, prioritize and respond to issues with network connectivity, power failure, drive replacement, etc.

●Incident / Event Management role in Data Center Operations applying repair or restoration procedures to network systems and applications that receive an event notification.

●May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed.

●SCOM System Center Operation Manager monitoring Window serverhealth performances host / agent down, low disk space and maintenance mode for maintenance.

●ServiceNow ticketing.

Credit Union Australia Apr 2010 – Dec 2010

Site Administrator (Contract)

●Provided 1st - 3rd level support to various bank locations. This includes managing local support at the Sydney hub, as well as remote support to all branches and alternate hub locations.

●Deployed and packaged end user applications, fixes, and updates for Windows 2K – Windows 7 OS’.

●Managed workstation moves, adds, and changes for new, and existing infrastructure hardware.

●Supported telephony devices including Cisco IP phones, Blackberry smartphones, and Telstra Next G Wireless data services.

●Implemented and maintained the Sydney hub’s asset tracking system; servicing and tracking assets as needed for deployment.

●Followed ITIL concepts to process CHIP requests in an efficient timely manner. Maintaining a positive SLA in managing incidents.

●Followed OHS&E, compliance, and trust standards. Maintained a professional, friendly client relationship with all CUA employees and vendors.

KAISER PERMANENTE SENIOR PROJECTS

Apr 2008 – Sep 2009

Senior Desktop Support Technician

●Identified and coordinated new processes, system functionality, system changes and enhancements to support clinical information and meet business needs.

●Responded to and monitored service requests; diagnose, troubleshoot and coordinate resolution of technical problems and information technology issues related to the electronic medical record.

●Facilitated the installation and implementation of KP Health Connect and hardware equipment between IT departments and the patient care and business process teams.

●Developed processes to promote and communicate the integration of new or enhanced business and clinical systems into the business and patient care setting and their effectiveness.

●Opening / closing and operating trouble tickets using Clarify ticketing system

●Analyzed problems and took corrective action, as well as collaborates with associates to suggest resolution of problems for the business.

●Supported all disciplines involved with patient care to address operational issues.

●Provided support for the use of the KP Health Connect system, including other related system implementations and upgrades.

●Analyzed situations in the clinical environment to resolve technical problems.

KAISER PERMANENTE

Jul 2006 – Apr 2008

Site Support Specialist

●Responded to and monitored service requests, diagnose, troubleshoot and coordinate resolution of technical issues related to desktop hardware, application or system software, network infrastructure.

●Managed LWS / printer change requests for post implementation of Revenue Capture, Inpatient, and Ambulatory suites in the Napa / Solano Area.

●Performed extensive hardware and application support, workflow integration and training.

●Troubleshoot and provided consultation for related applications and projects.

●Analyzed complex situations in the medical office environment to resolve technical problems.

●Identified opportunities for and coordinated new processes, system functionality, changes, system changes and enhancements to support clinical information and meet business needs. UAT and Q&A included.

●Provided 24 x 7 rotation support for KP Health Connect by responding to calls, remote troubleshooting, and onsite response for system outages on and off hours.

●Successfully completed in-house proficiency requirements of Revenue Capture, Inpatient, and Ambulatory suites for EPIC Systems electronic charting (EMR).

EDUCATION

Associates Degree in Computer Science; Silicon Valley College

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