Production Support Technical

frederick joseph caskey

Aurora, Colorado ***** 937-***-**** *************@*****.*** LinkedIn

With three years of experience in the healthcare industry, I have expertise in Service Desk, Epic Analyst, and Epic EHR Production Support Roles. Certifications in Epic Grand Central and EpicCare Ambulatory and with specialties in workflow engine, navigator and flowsheet build, Progress notes, and Smart Texts and Smart tools. My immediate goal is to further my career in healthcare as an Epic Analyst or Consultant. I am determined to obtain additional Epic certifications, particularly in, Healthy Planet, Prelude, Security, and Cogito.

areas of expertise

Technical Support Change Management Software Migration Disaster Recovery Task Management

Application Workflows Data Relationships App Development Communication Problem Solving

Health Level 7 (HL7) Epic Ambulatory Build Epic Grand Central App Monitoring Production Support

Proficiency: Epic Grand Central, EVS, RTE, EpicCare Ambulatory, Flowsheet build, Navigator build, Workflow engine, Task template build, Smart text and Smart tools, Epic Prelude Integration, Epic MyChart, BitLocker, Cisco AnyConnect, Citrix, DHCP, DUO Mobile, HPSM, MS Office Suite, Powershell, Python, MS Remote Desktop Protocol (RDP), ServiceNow, SQL, Virtual Desktop Infrastructure (VDI), VMware, Win Server, HL7, XML,

Certifications

Epic Grand Central Certification, Epic Systems, 2023

Epiccare Ambulatory Certification, online, Epic Systems, 2023

professional experience

Tier 2 Production Support Analyst Oct 2023 – June 2024

Mindlance – Evernorth Care Group, Phoenix, AZ (remote)

Improved quality of Dynatrace alerts across multiple applications by configuring expected vs. unexpected results in the systems, optimizing thresholds, and ensuring that alerts that triggered were always alerts requiring a response rather than noise that self resolves

Reduced Epic EHR Vendor onboarding from 6 weeks to 3

Streamlined metrics reporting for Incidents, Changes, and Sctasks across the teams three business lines, representing 500+tickets a month, using Service Now

Windows 11 –Led validation review of 50+ applications for windows version

upgrade

Performed Daily Checkout for servers and 60+ applications

Monitor ticket queues for L2 Production applications

Implemented Certificate Renewals on Windows and Linux

Engaged in Go-Live support for Linux Server Migration of a large scale application, this included creating maintenance windows on alerting, engaging with staff on new server access requests and more.

Provided L2 Epic EHR support, triage, troubleshooting and testing for various epic modules.

Spun up Epic Analysts, Epic Technical Support staff, and other multi-disciplinary teams to address managed incidents promptly.

Updated Managed Incident Preparedness • Guidelines

Updated Application Disaster Recovery Documentation for Epic

Importation of new print queues in Hyland OnBase.

ServiceNow-ITAM, HAM, and BA work.

L2 team SME for multiple applications

Service Now experience decommissioning end of life assets for servers and

applications.

Worked with Epic Analysts directly for implementation of new builds including Epic Willow.

Epic Ambulatory Analyst May 2023 – Oct. 2023

Centura Health, Denver, Colorado

Worked as an EpicCare Ambulatory Analyst at Centura Health, specializing in Workflow Engine and Navigator builds. Supported the customization and configuration of workflows to optimize clinical efficiency in outpatient settings.

Build for Epic Ambulatory included creating and customizing Flowsheets, LTR (Longitudinal Task Record) Tasks, and LTT (Long-Term Task) Task Templates to streamline clinician documentation and task management. These builds were essential in supporting fast-paced project timelines and ensuring seamless integration with ambulatory workflows.

Successfully executed builds for various Epic Ambulatory components, such as Progress Notes, Smart Text, and Smart Tools, while supporting rapid project implementations. This work ensured the smooth adoption of enhanced documentation tools for clinicians.

Troubleshooting:

Resolved low to moderate complexity end-user issues related to flowsheets, navigator builds, progress notes, and task templates in Epic Ambulatory. Supported incident management and ticket resolution using ServiceNow.

Analysis:

Conducted detailed workflow analysis, data collection, and resolved technical issues related to integrated Epic Ambulatory applications. Analyzed business operations to identify process improvements and ensure the optimal functionality of ambulatory workflows.

Design and Development:

Assisted in designing and implementing system updates and workflows for Epic Ambulatory, focusing on cross-functional integration and operational efficiency in clinician workflows.

Data Management:

Maintained data integrity within the Epic systems, ensuring accurate and secure handling of sensitive patient information and operational data.

Service Desk Analyst Apr. 2021 – May 2023

Centura Health, Denver, Colorado

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

Software maintenance, configuration updates, testing, and providing tier-two support to end-users.

Work on projects provided by management independently and as a team.

Perform system builds, workflow analysis and accomplish other such tasks as analyzing new releases to determine workflow modifications by conducting system testing and conversion data validation.

Works closely with a variety of multi-disciplinary teams to facilitate the development of integrated workflows and define processes that cross applications and functional areas.

Answer calls and provide a variety technical assistance for all clinical systems and financial services; support administrative approval of interface projects and connectivity.

Handle high volume and high pressure workload through understanding of clinical operations and business processes.

Experience using Active Directory to manage user’s access and permission on the local network; experience resolving problems related to Citrix and VMware Horizon clients.

Maintain documentation of existing data flows for system interfaces; accountable for the completion of migration platform workstations and printers, assists Director with deliverables

Formulate operational processes and resolve complex application issues; setup up new computer workstations, issue media devices and perform printer maintenance.

Maintain an accurate, up-to-date, and well documented ticket queue; escalate trouble tickets/resolve as capable using HPSM and ServiceNow ticketing systems, implement issue tracking and evaluate database security, .

Asset management and encrypting user systems with BitLocker security system; evaluated and documented business requirements and technical specifications for Epic apps, prepare technical specifications and customer requirements.

Configure, test and troubleshoot network connectivity and wireless access for local and VPN remote devices, conduct system testing and develop system configurations.

Onboard and train new staff members in all job duties and software, as well is shadowing them for coaching and mentoring as they acquire knowledge.

education & training

B.S., Bachelor of Science in Geology & Earth Science, Wittenberg University, Springfield Ohio, 2015

A.S., Associate of Science in Geology, Clark State Community College, Springfield Ohio, 2011

Comptia A+ Certification, Comptia, 2021, Expires March 2024

Udemy e-Learning Courses, ArcGIS, Python, SQL, online, 2021

references

•Jason Bickford, L2 Team Lead, Evernorth Care Group

•Matthew Perez, Mount Region Service Desk Manager, Common Spirit (formerly Centura)

•Michael Mansfield, Grand Central Analyst, Common Spirit (formerly Centura)

•Naga Kotagiri, Service Desk Manager, CenturyLink

Contact this candidate