SHEILA D.

THORN

adtb5o@r.postjobfree.com

832-***-****

Houston, Texas 77064

SKILLS

Tracking and Documentation

Training Materials Development

Microsoft Windows and Office

Resolving Problems and Incidents

Computer Diagnostics

Troubleshooting Network Issues

Verbal and Written Communication

Help Desk Support

Customer Service Support

Device Installation

Remote Technical Support

A+ Certification

Network+ Certification

EDUCATION

Colorado Technical University

Denver, CO • 03/2016

Master of Science: Information Technology, Network Management

Colorado Technical University

Colorado Springs, CO • 12/2013

Bachelor of Science: Information Technology, Network Management

CERTIFICATIONS

Colorado Technical University CompTIA Network+ cm Fundamentals Undergraduate Level October 2012

PROFESSIONAL SUMMARY

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters, and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Attentive Desktop Support Technician with ten years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.

ACCOMPLISHMENTS

Achieved through effectively helping with Plan, schedule and share your projects online.

Achieved by introducing Database Software: MySQL, Microsoft SQL Server, Microsoft Access, Oracle, IBM DB2 and FoxPro.

Track time, log hours and populate timesheets within one project management system.

Achieved Optimize production by completing output with planning tools with accuracy and efficiency.

Used Microsoft Excel to develop inventory tracking spreadsheets.

Used Microsoft Excel to develop inventory tracking spreadsheets.

Supervised team of twenty staff members.

Resolved product issue through consumer testing.

Documented and resolved first, remove the field from all screens except those that resolve the issue, ensuring the resolution field will be available for the resolution which led to resolve the issue.

WORK HISTORY

Department Of Veterans Affairs - Administrative Support

Houston, TX • 02/2018 - 12/2021

Maintain calendar, meetings, changing appointments or schedule and booking conferences for employees

Create E-Pass for new employees as well as those that are clearing station

Provide administrative support for doctors and evaluate their peer review report

Provide OPPE, FPPE Performance appraisal and credential

Provide tracking for doctors RUV report and time keeping and also their BLS/ACLS to keep them up to date

Academic background includes courses in Enterprise Network Architecture and Network Security

Holcombe Blvd Salary: 55,000.00 USD per Year

Houston, Texas 77030 United States Hours per week: 40

Analyzed data and presented to team for enhanced to processes and better understanding of day-to-day proceedings

Of Veterans Affairs, Holcombe - Supervisor

Houston, TX • 10/2017 - 02/2018

Yes

Maintain calendar for Chief of Radiology and keep supervisor informed of changes in appointments or schedule

Receive incoming mail and route to appropriate staff; take minutes at various meetings and conferences

Arrange for meetings, seminars, conferences to include reserving meeting rooms; use word processing software and printing equipment to create documents; transcribes various correspondence and reports from handwritten drafts or voice recordings

Type correspondence, reports, memos for staff members from either transcribing from own notes, dictating equipment or handwritten drafts; maintain suspense records on all

Correspondence and action documents and follow up to ensure timely reply

Provide administrative support to doctors evaluate peer review report

Other duties OPPE, FPPE Performance appraisal and credential part of five part folder

Tracking doctor RUV report and there BLS/ACL keep them up to date

Post Time for T&L 180/181/184 and a back timekeeper

Medical Media Work order (Share Point)

Various Memos-Delegation of Authority, Leave Memos

PAC Drive (Y) updated, create next fiscal years

HR duties as assigned, Blvd Salary: 45, 200.00 USD per Year, States Hours per week: 40

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows

Created successful work schedules for each team member to maintain deadlines and fully staff shifts

Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands

Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team

Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients

Identified individual employee's unique work styles and adapted management methods

Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual

Introduced team contests and goals to enhance productivity and improve employee morale

Tracked and prepared quarterly reports of sales goals to management

Performed annual evaluations and reviews for large staff of employees

Interviewed, hired and trained new employees for production positions

Consistently met quarterly sales goals and increased customer retention rate year-over-year

Provided supportive link between external customers and internal operations

Built, managed and coached insourced and outsourced teams

Conducted routine inspections of incoming materials to check quality and compliance with established product specifications

Handled customer complaints, resolved issues and adjusted policies to meet changing needs

Maintained compliance with company policies, objectives and communication goals

Developed training, task and process guidelines and communicated clear and concise directions to employees

Evaluated employee performance and coached and trained to improve weak areas

Streamlined operations of multiple lines of business within organization

Oversaw and optimized work of craftsmen performing high-quality, precision work

Prepared, calibrated, and monitored production machinery to maintain optimal production levels and consistently achieve daily targets

Set overall vision and provided team leadership

Analyzed equipment breakdowns using various troubleshooting methods

Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference

Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality

Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures

Directed staff and managed annual capital budget

Monitored workshop workflow for over 50 employees

Worked with management team to implement proper division of responsibilities

Audited and documented processes and procedures for new accounts department

Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts

Supported safety officer to enforce regulations, laws and established policies throughout operational stages

Of Veterans Affairs, Holcombe Blvd, Per - Secretary of Health Administration Services GS

Houston, TX • 11/2015 - 03/2016

6/6

Supervisor: Carolyn Baldwin 713-***-****)

Kay to contact this Supervisor: Yes

Maintained calendar for Manager Health Administration Services and keeps supervisor informed of changes in appointments or schedule

Received incoming mail and routes to appropriate staff; takes minutes at various meetings and conferences

Typed correspondence, reports, memos for staff members from either transcribing from own notes, dictating equipment or handwritten drafts; maintains suspense records on all

Correspondence and action document and follows up to ensure timely reply

Read directives and instructional material pertaining to administrative practices and clerical procedures to be aware of new or revised procedures

Maintained complete administrative filing system, entering PPI invoices

Assembled statistical and narrative data from files for preparation of various reports; maintains fund control for Patient Access Center

Arranged for meetings, seminars, conferences to include reserving meeting rooms; uses word processing software and printing equipment to create documents; transcribes various correspondence and reports from handwritten drafts or voice recordings

Provided administrative support as directed to various sections of Patient Access Center

Eligibility, Pre-Registration, Patient Travel, and Director Office etc.) in support of departmental goals and objectives

Performed various other related duties as assigned

Post Time for T&L 127/153/137/and 206 timekeepers

Purchase Card FC099/068 (manage spreadsheet, reconcile purchases)

Medical Media Work order (Share Point)

Various Memos-Delegation of Authority, Leave Memos

PAC Drive (Y) updated, create next fiscal years

Salary: 45,000.00 USD, States Hours per week: 40

Department Of Veterans Affairs - Administration Support

Houston, TX • 01/2010 - 02/2016

Assistance GSM 7/6

Supervisor: Zachery Hines 281-***-****)

Kay to contact this Supervisor: Yes

Performed variety of clerical, advanced administrative and technical duties

Create E-Pass for employees

Created Six-part folders

Assist with competencies spreadsheet

Renewed PIV cards for employees

Tracking of data and statistical information in support of Chief of SPS's program operation

Maintained complete administrative filing system

Arranged for meetings, seminars, conferences to include reserving meeting rooms; uses word processing software and printing equipment to create document

Medical Media Work order (Share Point)

Accomplished input to automated time and leave system for personnel assigned to Chief of SPS

Maintains calendar and keeps supervisor informed of changes in appointments or schedule, Holcombe Blvd Salary: 46,000.00 USD per Year, States Hours per week: 40

Provided best-in-class support to team of, closely monitoring activity to best meet needs

Provided best-in-class support to team of closely monitoring activity to best meet needs

Provided best-in-class support to team of closely monitoring activity to best meet needs

Drafted internal communications for over twenty employees, maintaining high levels of transparency

Verified administrative information in, contacting employees and workers to maintain accuracy

Racheal Adams - Supervisor

Conroe, TX • 09/2013 - 11/2015

939-***-****)

Okay to contact this Supervisor: Yes

Prioritized daily tasks in clinical environment ensuring flow of patients, checking in and out their visit

Assisted in completion of pertinent reports, forms, and correspondence pertaining to health care of veteran such as workload reports, no show letters, action required encounters, appointment letters, and scheduling consults

Release of Information

Patient Travel

Registration

Patient Enrollment

Eligibility

Created successful work schedules for each team member to maintain deadlines and fully staff shifts

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows

Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference

Evaluated employee performance and coached and trained to improve weak areas

Handled customer complaints, resolved issues and adjusted policies to meet changing needs

Analyzed equipment breakdowns using various troubleshooting methods

Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team

Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual

Supported safety officer to enforce regulations, laws and established policies throughout operational stages

Oversaw and optimized work of craftsmen performing high-quality, precision work

Worked with management team to implement proper division of responsibilities

Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts

Set overall vision and provided team leadership

Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands

Tracked and prepared quarterly reports of sales goals to management

Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets

Consistently met quarterly sales goals and increased customer retention rate year-over-year

Provided supportive link between external customers and internal operations

Monitored workshop workflow for over 50 employees

Identified individual employee's unique work styles and adapted management methods

Directed staff and managed annual capital budget

Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality

Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures

Maintained compliance with company policies, objectives and communication goals

Streamlined operations of multiple lines of business within organization

Performed annual evaluations and reviews for large staff of employees

Conducted routine inspections of incoming materials to check quality and compliance with established product specifications

Built, managed and coached insourced and outsourced teams

Audited and documented processes and procedures for new accounts department

Department Of Veterans Affairs, Holcombe Blvd - Medical Support Assistant

Houston, TX • 09/2013 - 11/2015

Salary: 45,000.00 USD Per Year, States Hours per week: 40

Organized patient records to research records, extract medical information and review records for completeness and accuracy

Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments

Determined nature and urgency of patient requests to refer patients to appropriate medical staff

Verified and updated clinical and demographic records though CPRS

Prepared treatment rooms for patient examinations.

Assisted physician with diagnostic and therapeutic procedures by collecting laboratory specimens and changing wound dressings

Used to compile and record medical charts, reports, and correspondence

Of Veterans Affairs, Holcombe Blvd - Secretary of Diagnostic Therapeutic Care Line GS

Houston, TX • 09/2012 - 09/2013

6/10

Supervisor Ray Glover 713-***-****, Salary: 45,000.00 USD Per Year, States Hours per week: 40

Health Technicians (Day Surgery)

Supervisor: Lydia Carrasquillo 713-***-****)

Kay to contact this Supervisor: Yes

Provided administrative and clerical patient care for Ambulatory Day Surgery Department

Ensured all data involved with registration, admission and outpatient visits including encounter forms were accurate

Recorded variety of physical orders to various charts/data systems and identified symbols/abbreviations

Received telephone calls and visitors to office and directed them to appropriate staff members

Assisted in performing patient vital signs, blood draws and EKGs

Onboarded new temps by entering CRPS software and setting up in time clock

Supervised work of contracted employees to keep on task for timely completion

Received and processed stock into inventory management system

Completed paperwork, recognizing discrepancies, and promptly addressing for resolution

Maintained excellent attendance record, consistently arriving to work on time

Delivered exceptional level of service to each customer by listening to concerns and answering questions

Eliminated downtime and maximized revenue by providing top project quality control

Drove operational improvements which resulted in savings and improved profit margins

Developed and maintained courteous and effective working relationships

Prepared variety of different written communications, reports and documents to ensure smooth operations

Actively listened to customers' requests, confirming full understanding before addressing concerns

Identified issues, analyzed information, and provided solutions to problems

Led team in delivery of Schedules project, resulting in completing project.

Lloyd Bratton - Desktop Support Specialist Supervisor

Houston, TX • 05/2003 - Present

832-***-****)

Okay to contact this Supervisor: Yes

Resolve technical problems, test cables and connectors for use in installation: locate/identify/correct communication cabling defects

Report any connection change to ensure accuracy of records

Upgrade and install client’s hardware/software including Windows Vista Ultimate, MS Office Suite, Symantec Antivirus Corporate Editions, MS Outlook Exchange email accounts, Internet connection and desktop networks connections

Diagnosed and resolved client hardware/software failures it was total of fifteen Desktop Computers

Maintain equipment inventory database ten laptop, twenty-five desktop computers, four fax machines, and forty telephones

Initiate corrective or preventive actions such as increasing disk or memory capacity to improve system performance

Performs customer support services, including installation and configuration of hardware and software for personal/ business and computer equipment

Respond to customer reported incident via IT support ticket

Utilizes remote administration software tools to assist customers remotely

Assists in maintaining and supporting telecommunications systems configuration related to moves, Adds, and changes (MAC); Maintains and supports VOIP systems, Automated Call Distribution Systems (ACD), video endpoints, virtual desktops, and all phones (IP, Soft, Analog, etc.; created and maintains user files shares using approved processes and security controls as directed

Helpdesk experience of 12 years customer service experience in helpdesk environment

Brooks & Brooks Consulting - Medical Support Assistant

Houston, TX • 05/2003 - 03/2013

Day Surgery)

Supervisor: Mary Chatman 713-***-****)

Okay to contact this Supervisor: Yes

First line of contact for veterans presenting to Outpatient Surgical Clinic

Prioritize daily tasks in clinical environment ensuring flow of patients checking in and out of clinic.

Communicate daily with patients, family members, doctors, nurses, other departments to facilitate outpatient procedures

Utilize personal computer including Vista software to update patient demographics, verify appointments and patient registration

Track consults, doctor's orders, remote data, and patients’ medical history utilizing CPRS and Doc Manager software for insurance update and scanning patient information into their records and update patient information through load edit

Access to release of information to pull patients records after proper authorization forms

Assist in completion of pertinent reports, forms, and correspondence pertaining to health care of veteran such as workload reports, no show letters, action required encounters, appointment letters, and scheduling consults

Apply basic analytical methods of assigned programs such as assisting with implementation of clinical

Access program entering over 900 patient names, keeping track of number of patients seen in outpatient clinics, number of (no-show rated patients) assigned to specific provider, missed opportunity rates, and clinic

Use word processing software, electronic mail and other information retrieval systems to access patient information, P.O

Box 2253 Salary: 20,000.00 USD per Year, States Hours per week: 20

Department Of Veterans Affairs, Holcombe Blvd - Medical Support Assistant

Houston, TX • 11/2010 - 09/2012

Salary: 35,000.00 USD Per Year, States Hours per week: 40, Day Surgery)

Supervisor: Lydia Carrasquillo 713-***-****)

Kay to contact this Supervisor: Yes

First line of contact for veterans presenting to Outpatient Surgical Clinic

Prioritize daily tasks in clinical environment ensuring flow of patients checking in and out of clinic

Communicate daily with patients, family members, doctors, nurses, other departments to facilitate outpatient procedures

Utilize personal computer including Vista software to update patient demographics, verify appointments and patient registration

Track consults, doctor's orders, remote data, and patients’ medical history utilizing CPRS and Doc Manager software for insurance update and scanning patient information into their records and update patient information through load edit

Access to release of information to pull patients records after proper authorization forms

Assist in completion of pertinent reports, forms, and correspondence pertaining to health care of veteran such as workload reports, no show letters, action required encounters, appointment letters, and scheduling consults

Apply basic analytical methods of assigned programs such as assisting with implementation of clinical

Access program entering over 900 patient names, keeping track of number of patients seen in outpatient clinics, number of (no-show rated patients) assigned to specific provider, missed opportunity rates, and clinic

Use word processing software, electronic mail, and other information retrieval systems to access patient information

Lutz - Medical Data Clerk Nursing Services Supervisor

Houston, TX • 04/1999 - 11/2010

713-***-****) Okay to contact this Supervisor: Contact first

Processed full range of personnel actions including promotions, separations and proficiency/evaluations for more responsibilities included statistical data entry, processing employee timekeeping for payroll purposed 800 employees annually

Created electronic spreadsheets and files for employee evaluations and boards actions information which provided statistical data for management use

Created series of monthly reports used for calculating department cash award budgets by department for management

Knowledge of acquisition regulations, contract law, and procedures applicable to acquisition

Department Of Veterans Affairs, Holcombe Blvd - Medical Data Entry Specialist

Houston, TX • 04/1999 - 11/2010

Salary: 35,000.00 USD, States Hours per week: 40

Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports

Kept optimal quality levels to prevent critical errors and support team performance targets

Maintained 100% accurate data by implementing Vista to detect and correct problem errors

Outlined appropriate processes and procedures to fulfill and complete inquiries

Sped up new software training in migration from CPRS to VISTA for 50 employees

Verified accuracy of computer system information by updating CPRS data.

Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them

Enhanced data storage protocols by reorganizing over 50 documents after initial data entry.

Accurately handled data entry for CPRS clients into company-based software

Evaluated source documents to locate information needed for each data entry field

Scanned documents and saved in database to keep records of essential organizational information

Added documents to file records and created new records to support filing needs

Demonstrated respect, friendliness and willingness to help wherever needed

Saved $100 by implementing cost-saving initiatives that addressed long-standing problems

Participated in team-building activities to enhance working relationships

Prepared variety of different written communications, reports and documents to ensure smooth operations

Used coordination and planning skills to achieve results according to schedule

Developed and implemented performance improvement strategies and plans to promote continuous improvement

Worked with All customers to understand needs and provide excellent service

Department Of Veterans Affairs, Holcombe Blvd - Medical Support Assistant

Houston, TX • 07/1996 - 01/2002

Salary: 30,000

States Hours per week: 40

Organized patient records to research records, extract medical information and review records for completeness and accuracy

Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments

Determined nature and urgency of patient requests to refer patients to appropriate medical staff

Used Microsoft to compile and record medical charts, reports and correspondence

Provided comprehensive medical care to over 1000 patients daily to promote overall wellness and prevention of illness

Verified and updated clinical and demographic records though CPRS and VASTA

Prepared treatment rooms for patient examinations through Word and Excel

Used Outlook to maintain and record patient data and generate reports

Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures

Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs

Documented vital signs and health history for patients in clinic and hospital environments

Called and faxed pharmacies to submit prescriptions and refills

Directed patients to exam rooms, fielded questions and prepared for physician examinations

Sanitized, restocked, and organized exam rooms and medical equipment

Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions

Collected and documented patient medical information such as blood pressure and weight

Assisted with routine checks and diagnostic testing by collecting and processing specimens

Taught patients about medications, procedures, and care plan instructions

Prepared and administered medications to alleviate patient symptoms

Gathered forms and copied insurance cards to collect patient information for billing and insurance filing

Assisted physician with diagnostic and therapeutic procedures by collecting laboratory specimens and changing wound dressings

Barbara - Nursing Assistant

Houston, TX • 07/1996 - 04/1999

Lee 713-***-****) Okay to contact this Supervisor: Contact first

Took vital signs, performed EKGs, blood drawings, and bathed and feed patients

Assisted nurses with patient care duties by setting up equipment, assisting with diagnostic examinations and documenting in medical records all data collections

Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms

Helped patients effectively manage routine bathing, grooming and other hygiene needs

Obtained biological specimens for ordered tests and prepared for laboratory transport

Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care

Checked patient vitals such as temperature, blood pressure and blood sugar levels

Kept detailed records of nursing assessments, administered treatments and medication, discharge procedures and follow-up care needs

Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues

Assisted with feeding and monitored intake to help patients achieve nutritional objectives

Transported patients to treatment units and operating rooms by using wheelchairs, stretchers or moveable beds

Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking

Administered medications or treatments such as catheterizations, suppositories, enemas, and douches as directed by nurse or physician

Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery

Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage

Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment

Documented care actions by completing records and logs in medical software system

Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor

Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing

Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment

Employed mobility devices and equipment to lift patients from chairs to beds, following safety procedures to avoid injuries

Identified and reported unsafe situations to maintain adherence to safety protocols

Supported ambulation and physical therapy needs by conducting planned exercise routines

Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection

Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds

Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms

Employed mobility devices and equipment to lift patients from chairs to beds, following safety procedures to avoid injuries

Identified and reported unsafe situations to to maintain adherence to safety protocols

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