Customer Service Application Analyst

Rhonda Scott

Contact

Tel : 386-***-****

Address: **** ***** ****** **** ***, FL 32060

Email : aduujl@r.postjobfree.com

Profile

Objective

Currently fifteen years in business and clinical application support. Strong background in clinical application project management, which includes system upgrades, enhancements, and exceptional customer service.

Education

2006 to 2009

Master of Business Administration with a concentration in Information Systems

University of North Alabama

2002 to 2004

Bachelor of Science in Computer Information Systems

Saint Leo University

2002 to 1998

Associate in Arts

North Florida Community College

TECHNICAL SKILLS (ADEPT AT LEARNING NEW SYSTEMS QUICKLY AND INDEPENDENTLY)

2022 - current

Epic Imaging Screening Programs Badge

2022 - current

Epic Cupid Application Certification

2021 - current

Epic Radiant Application Certification

2019

HL7 Foundation

-HL7 Fundamentals Course

Work Experience

Shands UF Health

Epic Application Analyst I Epic Radiant and Epic Cupid

Participates as a builder, in any phase of Epic projects representing the Radiant/Cupid application build

Leads discussion with clinical staff to document diagnostics and invasive workflows.

Configure, build, test, and install the Epic Radiant/Cupid application, to support departmental workflows.

Provides customer service, troubleshooting, maintenance, and training materials for Epic Radiant/Cupid as necessary.

Completes assigned tasks and projects successfully, while proactively communicating with project management or staff leadership to prioritize workflows and mitigate risks. Tracks issues and provides solution-oriented escalation.

Manages navigation of build migration paths, change control process/governance, and ticket management processes.

Develops and maintains appropriate end-user references, job aids, and tip sheets using standardized tools and templates expressing ideas clearly utilizing language and terminology that is understandable for the reader.

Assists in training new department team members within the organization on specific workflows and processes.

Provides status reports to leadership when required.

Participates in 'on call' support for Epic Radiant, and Epic Optime.

August 1, 2021 - Current

Shands UF Health

IS Application Analyst II

Lead clinical application upgrades and new releases while ensuring effective coordination between different Information System departments and vendors

Lead clinical application projects, which included PeriWatch, Rothman Index, Microsystem Sterile Processing, and SentrySuite

Create clinical application training documentation for physician, nurses, and clinical technicians

Participate in interdepartmental work groups as needed to develop clinical application documentation

Create clinical workflow documentation and validate department’s business processes and system functionality

Investigate software application glitches with other software interfaces, while leveraging Mirth, and interface engine for clinical HL7 application messages

Promotes system security and patient confidentiality and helps ensure compliance

Provides second level support to resolve incidents or fulfill requests received from the division Service Desk or other division or facility service resources; provides status on user issues

Participates in 'on call' support for assigned system

March 16, 2016 - Current

Shands UF Health

Identity Access Management Analyst II

Create/modify Shands and UF Active Directory Accounts

Assign/ modify Shands and UF Active Directory Security groups

Maintain access to systems and applications with minimal adverse impact to customers and systems

Develop complete understanding of customer business processes and system needs

Refine processes and create workflows to achieve user account automation creation

Apply technical skills needed to perform assignments effectively

Project manager on student account automation

Attend CAB and Epic Change Management meetings as an IAM representative

April 2015-March 2016

Suwannee River Water Management District

Sr. Systems Administrator

Manage the District’s virtual server environment and physical servers

Plans, implements and administers systems for the acquisition, storage and retrieval of data for District Offices

Allocate storage space and access to users

Administer the District's system backup policy

Determines the effect of installing system software updates on existing application software and determines correct procedure

Perform preventive maintenance on Windows servers, which includes operating system upgrades, patches, and drivers based on manufacturer’s revision level recommendations

Deploy and manage Financial Software

Manage and maintain the Electronic Mail System

Installs, implements, and maintains systems software on the District's network

Administer the District’s Internal Security Policy

Create, modify, and delete user accounts

Develops and manages policies for local and remote users

Assist with phone system maintenance

Assist the Department Director in setting project priorities

Research, recommend, and requisition equipment purchases

Initiate and continue maintenance agreements

Maintain and support audio/visual equipment

Participate in interdepartmental work groups as required

Provide Help Desk Support

January, 2005 – April, 2015

Florida Gateway College/ North Florida Community College

Adjunct Professor

June 2009-September 2013

Database Design

Computer Applications

Introduction to Programming

Activities and Interests

Public Service:

Vice-President of Suwannee Foundation for Excellence in Education

Community Action Committee Focusing on Suwannee County's Educational Challenges

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