Technical Support Analyst

V A U G H N K E R R

Atlanta, GA P a g e *

786-***-**** ad5xjt@r.postjobfree.com

Critical thinking Technical Support Analyst with over 8+ years of experience managing enterprise healthcare applications and services. Recognized for supporting operations for healthcare providers and clinics with proven successes in implementing, application systems and servers, and improving customer relationships, while creating new technical support models and strategies. Proven results analyzing critical support constraints while increasing reliability and improving organizational productivity and efficiency.

P R O F E S S I O N A L S K I L L S

• Leadership Management

• Strategic Planning

• Project Management

• Team Development

• Enterprise Architectures

• Change Management

• Process Improvement

• Infrastructure Management

• Structured Methodologies

• Large Scale Deployment

• Data Security

• Communication Diversity

• Awareness Client

• Relationships

• Onshore/Offshore Models

P R O F E S S I O N A L E X P E R I E N C E

GEORGIA UROLOGY ATLANTA, GA SEPTEMBER 2023- February 2024 CLINICAL APPLICATIONS ANALYST

As a Urology Clinical Analyst, I delivered advanced analytical, communication, and problem-solving expertise, playing a pivotal role in the detection, communication, and resolution of malfunctions within health application systems.

• This proactive approach ensured the seamless operation of critical healthcare applications, contributing to the overall efficiency of the system.

• Functioning as a key liaison between the enterprise and customers, as well as technical decision-makers.

• This role allowed me to convey critical information, enabling collaborative problem-solving and informed decision-making processes.

• My commitment to ensuring the best performance of health application systems, coupled with my ability to navigate complex technical landscapes, positions me as an asset in a Urology Clinical Analyst role.

TECH MAHINDRA US Plano, TX SEPTEMBER 2021- September 2023 DATA/ APPLICATIONS ANALYST LEAD

Recruited to define and develop technical support solutions to improve processes. Championed the introduction and implementation of support solutions to streamline operation for quick resolutions for critical application and system issues.

• Empowers and leads a team of ten (10) technical support staff to deliver solutions to cross functional Hospitals across the United States.

• Provides effective technical support to customer-relationship management, doctors, and nurses throughout the enterprise.

• Organizes and delivers complex service training to local and international service V A U G H N K E R R

Atlanta, GA P a g e 2

representatives, both onshore and offshore

• Maintains enterprise applications up time of in-house systems to ensure high levels of patient care.

• Collaborates and works with Solution Architects to onboard new applications and create support and implementation plans. Improve and support articles for support technicians.

• Completed change Management process for applications.

• Implement EHR and train EPIC ClinDoc, Paragon ClinDoc. Peace Health TSP Vancouver, WA January 2021- September 2021 SENIOR ENTERPRISE APPLICATIONS ANALYST

• Recommended and led the implementation of Dragon Medical One into the enterprise.

• Provided analytical communication and problem-solving skills to help detect, communicate, and resolve malfunctions and make the right recommendations to maximize the benefits of health application systems.

• Responded to system and applications alerts and warnings to do routine system maintenance as well as Tier II & Tier III problem resolution.

• Served as a liaison for enterprise to vendors and technical decision makers. CENTURA HEALTH IT, Denver, CO JULY 2017 – JANUARY 2021 SENIOR ENTERPRISE APPLICATIONS ANALYST

• Supported Enterprise-wide initiatives dedicated to supporting our applications.

• Provided system administration support functions for applications servers, networks, and storage.

• Provided analytical communication and problem-solving skills to detect, communicate, and resolve malfunctions.

• Offered recommendations to maximize the benefit of clinical systems.

• Responded to system and application alerts and warnings for maintenance.

• Communicated system interruptions for major incidents in discussion with departmental, vendors, and application owners.

• Collaborated and Worked with Business Intelligence to onboard new applications and create support plans.

E D U C A T I O N & A C H I E V E M E N T S

Post Master’s Certificate in Information Systems and Technology University of Phoenix Master of Business Administration University of Phoenix Bachelor of Science in Information Technology Regis University US ARMY Military Occupational Specialty (MOS) Healthcare Specialist 68-W. BLS/CPR Certification

EPIC Credentialed Trainer Certification

Alta Military Healthcare Systems (Military EMR) Certification

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