Instructional Designer Desk Analyst
Resume:
Shanna Beroo-Sylvester
Baytown, TX 77521
adxa7d@r.postjobfree.com/ adxa7d@r.postjobfree.com
OBJECTIVE
To acquire a position with a reputable company where I can leverage my clinical informatics experience and contribute to the development of the organization.
Summary of Qualification
Epic Credentialed Trainer (Optime, Anesthesia, Clindoc, Beaker, CPOE, Ambulatory.)
High proficient in at the elbow support of Epic Optime/Anesthesia, Cadence, ADT/Grand Central, ClinDoc, Ambulatory, CPOE, ASAP, Radiant, Beacon, Dragon, Beaker.
National Certified Medical Assistant
Strong interpersonal and communication skills.
Proficient in managing people and processes.
Comfortable in meeting deadlines and works well under pressure
Testing coordinator--managed activities for the testing of software releases in anticipation of promotion to the production environment. Provided technical support to software developers and business unit personnel in executing and managing test processes and procedures.
Quality Assurance Analyst—worked with the project teams, process managers, business analysts, service team leads, Operations and other staff to ensure that the project requirements are tested and verified as identified by the project teams.
Clinical service Desk Analyst
PROFESSIONAL EXPERIENCE
Certified Cerner Trainer
3/26/23-4/22/23 Kansas City, MO
Attended classroom training for Ambulatory.
Completed and passed all Teach backs.
Completed and Passed the final assessment for certification.
Clinical Desk Analyst
9/6/22- 3/25/23 Baytown, TX
Worked Remotely as a clinical service desk analyst to answer calls for multiple hospitals.
Answered calls in a timely manner.
Provided first call resolutions.
Troubleshooted technical IT issues and problem-solving issues for end-users in a healthcare environment.
Assisted staff with issues and concerns regarding epic from the various hospitals.
Logged in to Epic PRD to verify their template and unblock users if they have blocked accounts.
Utilized numerous remote access tools to login to the end-user’s computers to assist them.
Transferred the complex technical calls to the various IT specialists per hospital.
Documented tickets in the numerous service now websites and submit them to the appropriate application teams for build/fix issues.
Worked on task incidents that are in the assigned queues and other duties assigned by managers.
Credentialed Trainer
Advent Health Hospital Palm Coast, FL
11/22/21- 11/18/22 Credentialed in Beaker AP and CP and Optime/Anesthesia
Trained the Lab managers, and various Lab staff members in their various roles and titles to use the Epic software application of Beaker.
Worked remotely using Zoom classroom meetings to teach the end-users and super-users virtually
Administrate proficiency assessments and evaluation at the end of class to all students.
Updated the curriculum with changes made by the Analysts and Principal Trainers.
Cross credentialed in Optime and Anesthesia.
Designed and Built curriculum scenarios for test patients
Tested out new updates in TST and POC and worked out any issues prior to updating the curriculum for the next wave.
Worked with the Principal Trainer in updating the curriculum for the various waves.
Supported other trainers in their classes. Helping facilitate the questions that comes in the chat and other questions that needs to be addressed by an analyst.
Created breakrooms and assign the students that had problems and assisted them to get caught up.
Worked one on one with students that had issues during class.
Completed attendance and class in the LMS.
Supported in the command center to answer questions that end-users had and reach back out to them via Jaber, teams or email.
Credentialed Trainer
Thomas Jefferson Hospital Philadelphia, PA
09/28/20- 10/15/21 Credentialed Optime/Anesthesia, Clindoc and Beaker Trainer
Trained a diverse audience of End Users for their various roles in the use of Epic’s Optime, Anesthesia, Clindoc and Beaker applications.
This was a hybrid training. Was onsite then switched to virtual.
Prepared and conducted classroom training for Optime, Anesthesia, Clindoc and Beaker super users and end users.
Designed, managed, arranged and maintained classroom training materials.
Developed, built, tested, implemented, educated and supported Epic software to the multiple locations for the client.
Administrate proficiency assessments and class evaluations at the end of each training sessions.
Reported the parking lot questions and feedback to the instructional designer and analysts for further review.
Informed the end-user with any updates or changes that was made by the analysts and build team.
Worked remotely using Zoom classroom meetings to teach the end-users and super-users virtually.
Completed administrative duties for training virtually.
Supported the go live virtually.
Worked on tickets and resolved them.
Trained steady state employees and travel nurses in Optime.
Worked on and modified lesson plans and exercise booklets.
Worked with a jr trainer and helped her understand the workflow of optime, spent time with her mentoring her.
Completed the items in LMS for the classes.
Credentialed Trainer
MD Anderson Cancer Center Houston, TX
11/11/19- 07/31/20 Credentialed Beaker Trainer
Successfully trained a diverse audience of End Users for their various roles in the use of Epic’s Beaker application.
Prepared and conducted classroom training for Beaker super users and end users.
Collaborate with the principal trainer and instructional designers regarding the development of curriculum, training plans, teaching materials and tip sheets.
Prepared, managed and maintained classroom training materials.
Administrate proficiency assessments and class evaluations at the end of each training sessions.
Reported the parking lot questions and feedback to the instructional designer and analysts for further review.
Informed the end-user with any updates or changes that was made by the analysts and build team.
Worked remotely doing webex classroom meetings, skype meetings, support via skype.
Created videos for the various sessions, and topics then posted it on sharepoint and Box.
Supported the go live remotely, responding to issues, concerns and questions via skype, emails and webex.
Helped the doctors with personalization in their reports and other portions of Epic.
Credentialed Trainer
Thomas Jefferson University Hospital Philadelphia, PA
05/19/19-10/19/19 Credentialed Optime/Anesthesia Trainer
Successfully trained a diverse audience of End Users for their role in the use of Epic’s Optime/Anesthesia application.
Prepared and conducted classroom training for Optime/Anesthesia super users and end users.
Collaborate with the principal trainer or team lead regarding the development of curriculum, training plans, teaching materials and tip sheets.
Developed, built, tested, implemented, educated and supported Epic software to the multiple locations for the client.
Updated and maintained several different Epic curricula, coordinating the lesson plans and training environments.
Designed, prepared, managed, arranged and maintained classroom training materials.
Administrated proficiency assessments and class evaluations at the end of each training sessions.
Provided support to the various departments within the medical group system to address support issues during go-live.
Assisted in resolving training and support issues during go live and communicated and escalated various issues to ensure a swift resolution.
Credentialed Trainer
Hospital of Special Surgeries New York, NY
07/15/18-09/14/18 Credentialed CPOE Trainer
Led and directed personalization labs for physicians and Mid- level providers.
Led Physician classes to assist doctors and physician assistance to personalize workspace, to create and structure procedure and progress notes using macros using the Macro Manager.
Instructed classes on how to create and sign orders, develop preference lists, create and customize their own order sets.
Revised training materials to support the curriculum.
Determined audience needs and adapts program delivery accordingly.
MD Anderson Cancer Center Houston, TX
9/8/15- 8/19/16 Quality Assurance Analyst/Testing Coordinator/ Testing Applications Support Analyst
Testing Applications Support Analyst
Placed under the Project Management Office Team in the EHR Department.
Met with the various application teams to get the final analysis of the scripts. Prepped the scripts- created the patients with full registration, placed orders, created notes, created appointments, admit patients. Made the necessary changes and updates to the scripts after testing based on how the testing was executed.
Worked in TST and POC environments.
Worked on Regression Testing, Integrated Script testing, Puat, Uat, PRCT, Rad Onc, WDR SU
Uploading the scripts on the share point site
Attend meetings and hosted Webex meetings to discuss the agenda and upcoming testing events.
Typed meeting notes and emailed them to the Directors and managers.
Attended change control meetings of the issue tickets that need to be uploaded to PRD.
Worked with the analysts and build team from all the applications regarding the optimization requests, and changes that needs to put into PRD but had to go through the change control process.
Used Microsoft Visio to create the flow of how certain reports and processes would work based on the plan.
Created reports in excel from share point to be sent out to the various teams and managers.
Worked alongside the project directors and project managers and assisted them with other duties as assigned.
Used many modules to get a complete analysis of the scripts: Adt/Grand Central, Cadence, Clindoc, Orders, Beacon, Optime, Ambulatory, Radiant, Bridges, Research, Asap, HIM, Hospital Billing, Professional Billing.
Worked in the command center for the go live and triaged tickets to various application teams.
Testing Coordinator---Manage and monitor all test activities for a specific software release. Oversee exit/ entrance criteria and signoffs which demonstrated adherence to process and quality assurance. Worked with cross functional application teams to manage and execute Testing. Managed test execution including regression testing. Managed the identification of defects, issues and concerns encountered during testing. Utilized testing knowledge and experience to assess and advice on the practicality of testing process alternatives. Created test patients for script execution and made sure that the appropriate processes took place. Hosted meetings with the different application teams and managers to discuss what the plan of execution would be. Used environments such as: TST, REL, POC, SUP.
Quality Assurance Analyst--- Maintain test plans, test case scenarios; analysis of complex workflows; participated in cross-functional teams’ meetings to identify and document functional requirements and workflows; provided testing support during all phases of the project implementations; and was responsible for the testing of Epic and all interfaced applications related to the client’s implementation. Created an extract of emergency issues and application issues to be implemented in production on an excel report to share-point for the change control meetings. Created a change request for the director’s approval. Attended all change control meetings and made any update changes as necessary. Worked the triage queue in the command center to manage the issue tickets to the accurate teams for fixes and corrections.
Credentialed Trainer Texas Children's Hospital, TX March 2010
Worked as a credentialed trainer to train the end-users for 2 1/2 years.
Assisted the principle trainers and instructional designers in developing training curriculum.
Trained clinicians in the use of various applications such as Ambulatory, Optime, Beacon, Inpatient clindoc and Cpoe, Radiant.
Created workflows and quick start guides
Set up the classroom for training and prepared worksheets for the end-users to do exercises.
Created the test questions for the assessments in LMS. Documented the completion of end user classes in LMS.
Reported back to the instructional designers and principle trainers the issues or concerns and feedback from the classroom.
Work independently, professionally, works well under pressure, performs tasks and accomplish them in a timely manner.
Supervise and mentor colleagues in their duties
Perform other duties as assigned by the management team.
Serves as a liaison between clinical operations, internal information technology, system users and vendors, and acts as a consultant on moderately complex issues related to the application.
Supported on numerous go lives.
Multiple Health Systems 2010-Present
Go Live Support Consultant
Provided at the elbow support for over 85 Epic implementations at several health systems throughout the country.
Provided support for both Ambulatory and inpatient facilities and all their staff members.
Things completed on the various implementations include:
Have been an ATE Team Lead on many Go lives
Built quick start guides for providers, nurses and staff.
Designed workflow processes of how a patient is checked in, sees the nurse and doctor till the patient is checked out.
Instructed the nurses on MAR documentation
Built personalization items for providers and other staff members.
Sat with all the doctors and showed them how to create smart-phrases, customize order-sets and favorites to make documentation more efficient.
Sat with the managers to help them run reports, customize them,etc.
Attended meetings with the managers and the Medical Director to give updates on the issues that were being encountered.
Called in tickets to the command center and followed up on them for a resolution to the problems/issues.
Assisted other staff members with their documentation using clindoc and CPOE. Helped the Physicians with using dragon.
Command Center- Worked in the command center as a service desk analyst assisting the end-users with 2018 upgrade training. Assigned to queues clinical and provider to answer calls, questions and assist with issues with majority of the Epic applications. Created tickets, assigned tickets to the application analysts, and resolved tickets using the Cherwell ticketing system. Worked from a few dashboards within the Cherwell system to resolve portal
Assisted staff with completing tasks in their in-baskets.
Ensured that the end-users were able to perform their daily tasks, worked as a liaison between the end-users and the command center to resolve any issue that may affect their daily flow of work.
Reported to command center of issues that needs fixing and placed optimization requests tickets.
Worked on both soft Go lives and the main go lives.
Completed various tasks and duties assigned by management.
EDUCATIONAL DETAILS
Bachelor's Degree in Science in Information Technology, May, 2015. Canterbury University, Chespire, England, UK
Medical Assistant Diploma May, 2009. Medvance Institute, Houston, TX.
Associates in Science May, 2006. Houston Community College SE, Houston, TX.
Cumulative GPA 3.95, Perfect Attendance, Graduated with Honors.
REFERNCES
Excellent references upon request.
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