Jon “Rik” Bostic

Phone: 321-***-**** - Cocoa, Florida

Email: adxzno@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/jonbostic/

Associate Business Systems

Analyst (IT)

Customer-focused IT Professional with extensive experience in hands-on EHR and IT Support environments. Demonstrated success in systems analysis, troubleshooting, and conflict resolution. Proven ability to provide day-to- day leadership and guidance to end-users and deliver exceptionally high-quality customer service that exceeds expectations. Adept at monitoring system performance and server capacity to provide optimal resource utilization. Instrumental in maintaining documentation of functional areas and updating software for achieving technical objectives. Monitors and analyses performance during testing. An effective communicator with strong team rapport, relationship management, coordination, analytical and problem-solving skills. Technical Areas of Expertise:

• EHR Administration and Support

• Technical Hands-on Troubleshooting

• Resource Allocation

• Technical Documentation

• Vendor Management

• Complex Problem Resolution

• Business Systems Analyst

• Customer Service & Support

• Cross Team Collaboration

Technical Proficiencies

Operating Systems: Windows 10, 8.1, 8, 7 (and previous versions), Windows Server 2008, Windows Server 2012, Windows Server 2016, DOS

Software: athena EHR, Virtual Visits, T-Systems, SIS, Centricity, gGastro, WoundScout, Citrix, VMware Active Directory, Microsoft Office 365, Symantec Antivirus, McAfee Antivirus, Adobe Acrobat, Salesforce, VMware, WordPress, WooCommerce, eCommerce, Visio, LogMeIn Rescue, Quick assist, Go to Assist, Bomgar, eScription LH, Emdat, Dictaphone. Hardware: Dell, HP, Lenovo, Compaq and custom workstations, laptops and mobile devices, Routers, Switches, Wi-Fi access Points, Servers, Network cabling and termination, U.S. Government security dongles, IP Phones, SMT Key Highlights

Works with business community to troubleshoot and resolve system issues. Provides after hours on-call support as assigned to address emergency and urgent issues.

Sought out by Health First providers, Physician Educators for my ability to resolve complex problems that surround ambulatory health care environments. Highly skilled in identifying and crafting solutions to help ensure minimal down time and maximum customer satisfactions and outstanding patient care.

Recognized for increasing first-time-right product implementations and rollouts, while delivering effective support for prototype Health Usage Monitoring System (HUMS) and Maintenance Management System Software for US Military Helicopters.

Career Experience

Associate Business Systems Analyst, Health First Medical Group, Rockledge, FL 7/2020-Present Perform various analysis and interpretation to link business needs and objectives for assigned function. Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of new systems. Provide service and support for a wide array of Electronic Health Record (EHR) applications for ambulatory, clinical staff as well as support personnel. Convert legacy electronic health records in order to migrate to useable state with modern EHR systems. Identify and analyze requirements, procedures, and problems to improve existing processes. Troubleshoot complex issues and medical devices that directly Jon “Rik” Bostic

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interface into EMR applications. Perform detailed analysis on assigned projects, recommend potential business solutions and assist with implementation. Empathises with customers to create confidence and assurance. Regularly provides knowledge to customers and colleagues.

Medica Records Data conversion – Harvested archived medical data from legacy servers and worked with vendor to convert the data to useable format to import into replacement EMR application.

New Desk stand up – Performed testing and evaluation for new Service Desk ticketing. Recommended key solutions and assisted in crafting solutions and workflow strategies which produced increased efficiency for users across the IDM.

Education and self-Improvement – Capitalized on company sponsored educational opportunities for personal and career growth including Foundations of Business Analysis, ITIL 4 Foundations, SharePoint, Excel II & III courses.

Test Engineering IT Technician/ IT Support Specialist, Extant Aerospace Melbourne, FL 1/2018-4/2020 Plan and execute checkouts, while using test and diagnostic equipment. Administrate and monitor ManageEngine ServiceDesk Plus to reduce manufacturing and test equipment downtime with keen focus on assuring maximum availability. Identify and resolve issues on test systems in an aerospace electronics manufacturing, repair, and testing environment, while executing IT systems and software implementation and troubleshooting. Ensure smooth running of technical operations, while monitoring and testing systems including all versions of Windows and DOS. Revamp preventive maintenance, imaging, and backups on all Test IT systems as well as perform equipment modifications as directed by test and manufacturing engineers. Troubleshoot Surface Mount Technology (SMT) systems.

Distinguished by providing application support for a wide range of Windows PC’s, Laptops, and network appliances from Windows 3.11 to Windows 10 and Microsoft Office 365, AutoCAD, and other engineering and technical documentation applications.

Continuously exceeded management expectations while supporting over 200 users in an aviation electronics manufacturing and testing environment, including creating effective troubleshooting protocols, and gaining the trust and respect of users who were previously reluctant to approach IT Department personnel.

Organized and initiated a program to image test set workstations with keen focus on providing the organization with ability to restore 100% of all test set operating systems and data for disaster recovery.

Established and maintained a database with specs and image details of 100% of the test set PC's in the organization.

Medical Speech Recognition Application Support Specialist II, Nuance Communications Healthcare Division - Melbourne, FL 2/2016-1/2018

Delivered subject matter expertise, while spearheading technology support operations related to software for computer-aided medical transcription platforms, including creating effective troubleshooting protocols, developing and managing Tina Web AI virtual assistant content, application support for Tier II Windows 10 and 7, MS Office, Anti- Virus, and various other applications.

Served as a Medical Speech-to-Text Support Specialist, while delivering technical support for Electronic Medical Records (EMR) and Electronic Health Records (EHR).

Confirmed 35% increase in first-call resolutions by researching and developing knowledgebase articles for Windows and medical transcription systems and software troubleshooting. Jon “Rik” Bostic

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Received frequent appreciation from management for consistently applying thorough end-to-end triage skills of always listening to understand, not to reply, as well as portraying analytical thinking to visualize the reported issue from the customer’s end-user perspective. Senior Technology Support Professional, Blackbird Advanced Technologies -Cocoa, Florida 7/2015-2/2016 Ensured smooth functioning of security network prophylactics and managed all aspects of Wi-Fi and network installation and troubleshooting, including routers, switches, firewalls, and network cabling. Developed and redesigned various web components and provided general maintenance/updates for continuous business success.

Succeeded in surpassing organizational technology goals by monitoring servers, computers, mobile devices, networks, and peripheral/software within premises.

Acknowledged for delivering and supporting wide variety of COTS and custom server, workstation, laptop and mobile device, software, and peripheral and infrastructure solutions based on each customer’s unique needs.

Revamped various web components and provided general maintenance and updates for achieving continuous customer engagement.

Initiated comprehensive Disaster Recovery Plans in addition to a range of emergency services and consulted with clients to increase experience and satisfaction. Senior IT Support Technician, Twin Rivers - Rockledge, Florida 2013-2015 Maintained and monitored day-to-day IT operations, including event logging, ticket tracking, helpdesk operations, product training, workflow management, marketing and finance tracking, process development, and email and social media marketing to ensure consistent technical as well as business operations.

Developed and maintained lasting relationship with clients, while meeting technology needs, quality control requirements and delivering effective support.

Ensured 45% faster support response time by developing and strengthening strong relationship with vendors.

Optimized sales volume by 30% by integrating and cultivating a company e-commerce solution Senior IT Product Support Professional, BAE Systems - Orlando, Florida and Yeovil, United Kingdom 2006-2013 Provided remote and on-site product support to identify and resolve clients’ technical issues and complex problems. Traveling technology support for world-wide aerospace industry trade shows. Completed CMMI training within organization. Led configuration management, software and hardware testing, global customer training, project support engineering and U.S. Government contracts. Implemented and supported the first combat tested Goodrich HUMMS Maintenance Management System on US Army Blackhawk helicopters.

Created and delivered XML Level 4 Interactive Electronic Technical Manuals (IETM) for Military MRAP tactical vehicles which accounted for revenue in excess of $10M.

Played an integral role in the development, testing, deployment, and support for Interactive Electronic Technical Manuals (IETM), aircraft maintenance management system (MMS) software, and LINK 11/16 simulator software.

Designed, configured, and deployed a ruggedized, deployable, rack mounted computer kit for DoD end users used for Link 11/16 simulation for military pilots and tactical personnel. Additional Experience: Aviation Maintenance Supervisor – U.S. ARMY, and Information Technology Field Service Engineer – Aerosystems International Inc. – Fort Campbell, KY, and IT Manager – Tire And Wheel Connection – Houston, TX, and Commercial Computer Systems Support Engineer – Compaq Computer Corp. – Houston, TX Jon “Rik” Bostic

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Education

Computer Science - Fayetteville State University - Fayetteville, NC Computer Technology/Computer Systems Technology - University of Maryland University College - Adelphi, MD General Studies - Marshall University - Huntington, WV Certifications

A+ DOS/Microsoft Windows Service Technician Certification (CompTIA) • A+ Core Service Technician Certification – CompTIA • Customer Service Strategies - Compaq Computer Corp • Leadership and Management Development – U.S. Army • Aviation Maintenance Management - U.S. Army • Aviation Safety and Accident Prevention – U.S. Army Professional Development

Cyber Security Professional - New Horizons Computer Learning Center - Melbourne, FL - Networking and Security Fundamentals, Microsoft Windows Server and Client Fundamentals, Network + Certification Training, Security+ Certification Training, BA30– Foundations of Business Analysis, ITIL® 4 Foundation, SharePoint - Site User (Modern Experience), Microsoft Excel for Office 365 Part 2, Microsoft Excel for Office 365 Part 3 Computer Systems Networking and Telecommunications - Miller-Motte Technical College - Clarksville, TN English Language and Literature, General - Central Texas College - Killeen, TX

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