IT Analyst Children's Hospital
Resume:
EMPLOYMENT HISTORY
Applications Analyst
Children's Hospital of America, Atlanta, GA — Jul 2024 - Present
• Managed and Supported Healthcare Applications: Oversaw the implementation, maintenance, and optimization of critical healthcare applications used across clinical and administrative departments
• Ensured that all applications were functioning effectively to support hospital operations, including patient management, electronic health records (EHR), and other clinical systems
• User Support & Troubleshooting: Provided expert-level support to healthcare professionals and administrative staff, resolving application issues and offering training on system features
• Acted as a liaison between end-users (doctors, nurses, administrative staff) and the IT department to address software-related concerns and improve system usability
• System Implementation & Upgrades: Played a key role in the implementation of new applications and upgrades to existing systems
• Worked closely with cross-functional teams, including clinical staff and IT professionals, to ensure seamless transitions and minimal disruption to patient care and hospital workflows
• Configuration and Customization: Configured and customized applications to meet the specific needs of the hospital's departments, including creating user profiles, setting up permissions, and ensuring integration with other hospital systems
• Managed application settings to ensure compliance with hospital policies and regulatory standards (HIPAA, HITECH)
• Application Integration: Supported the integration of third-party applications and systems with hospital platforms such as EHRs, pharmacy systems, laboratory information systems (LIS), and billing systems
• Ensured data flow was seamless across systems to improve patient care, billing accuracy, and operational efficiency
• Training & Documentation: Developed training materials and conducted user training sessions for hospital staff on new application features and best practices
• Created comprehensive documentation for system configurations, troubleshooting guides, and user manuals, ensuring ongoing support and knowledge transfer within the team
• Data Analysis & Reporting: Utilized hospital applications to analyze system performance data and generate reports for stakeholders
• Provided insights into application usage, performance metrics, and suggested improvements based on data trends
• Contributed to reporting initiatives to support patient care and hospital management
• Collaboration with Clinical & IT Teams: Collaborated with clinical teams to understand workflow requirements and optimize application usage to enhance patient care Powder Springs, GA 30127, Powder Springs, US, 30127 • 404-***-**** • *****************@*****.*** Dryon Washington
Applications Analyst
Applications Analyst with 9+ years of experience in optimizing healthcare IT systems and infrastructure. Proficient in managing healthcare applications, offering expert-level support, and implementing system upgrades to enhance operational efficiency. Skilled in data analysis, access management, and team leadership, with a proven ability to streamline IT processes and improve user satisfaction.
• Worked closely with IT professionals to troubleshoot complex issues, participate in system upgrades, and maintain the hospital's IT infrastructure
• Regulatory Compliance & Security: Ensured that all applications adhered to healthcare regulations and compliance standards, such as HIPAA, and managed security updates, patches, and application access controls to safeguard patient data and ensure the confidentiality, integrity, and availability of sensitive health information
• Continuous Improvement: Actively participated in process improvement initiatives, providing feedback and recommendations on application performance and workflow enhancements to streamline hospital operations and improve patient outcomes
IT Coordinator
Fitzco, Atlanta, GA — Aug 2023 - Jan 2024
• Lead the installation, configuration, and maintenance of hardware/software systems, ensuring optimal system performance and minimal downtime
• Provide comprehensive technical support and training to 120 employees, addressing hardware, software, and network issues
• Administer Microsoft 365 and Azure Active Directory, enhancing system security and access management
• Implemented a company-wide ticketing system, improving IT support workflows and response time
• Utilize JAMF MDM to enable and update software on all platforms/devices, ensuring compliance with company standards
• Offer strategic advice on IT decisions, contributing to the development of an optimized tech infrastructure Identity Access Management / Help Desk Specialist
RHA Health Services, Atlanta, GA — Oct 2022 - Aug 2023
• Designed and implemented IAM policies for the creation, maintenance, and termination of user accounts and system access controls
• Conducted regular security audits, reviewing activity logs to identify and mitigate unauthorized access or data breaches
• Provided in-depth training to employees on IAM best practices, including password management and recognizing security threats
• Assisted in migrating legacy systems to newer platforms, maintaining user credentials and access rights during the transition
• Led the implementation of SSO technologies, streamlining user access to multiple applications with a unified login experience
• Supported end users by resolving technical issues related to hardware, software, and network systems
• Managed help desk tickets, effectively prioritizing requests and ensuring timely resolution while keeping users informed
• Collaborated with IT teams to solve complex issues, maintaining clear communication Help Desk Analyst
Starbucks, Remote — May 2021 - Oct 2022
• Provided security awareness training to employees, ensuring compliance with company policies and safeguarding sensitive data
• Installed and configured both software and hardware to ensure seamless operations across the organization
• Provided exceptional technical support for Apple customers, troubleshooting hardware, software, and network issues
• Led a team of Geniuses in delivering high-quality customer service and technical solutions in a fast-paced retail environment
• Developed and implemented training programs for new Geniuses, improving both technical and customer service skills
• Managed the Genius Bar, overseeing daily operations, and ensuring all customer issues were resolved to satisfaction
• Gathered customer feedback to inform product improvements and refine Apple's service offerings Genius
Apple, The Woodlands, TX — Jan 2019 - Jan 2021
• Provided exceptional technical support for Apple customers, troubleshooting hardware, software, and network issues
• Led a team of Geniuses in delivering high-quality customer service and technical solutions in a fast-paced retail environment
• Developed and implemented training programs for new Geniuses, improving both technical and customer service skills
• Managed the Genius Bar, overseeing daily operations, and ensuring all customer issues were resolved to satisfaction
• Gathered customer feedback to inform product improvements and refine Apple's service offerings Host/Server
Pollo Tropical, Kennesaw, GA — May 2016 - Jan 2019
• Delivered exceptional customer service by promptly taking orders, addressing guest inquiries, and ensuring a positive dining experience
• Managed a fast-paced environment while accurately processing orders through the POS system
• Maintained cleanliness and organization of dining and serving areas in accordance with company standards
• Collaborated with kitchen staff to ensure timely delivery of high-quality meals to guests
• Assisted with promotional activities, upselling menu items to increase sales and customer satisfaction
• Handled cash and credit transactions with precision, ensuring balanced tills at the end of shifts
• Resolved customer complaints professionally, maintaining loyalty and fostering repeat business
• Supported team members by restocking supplies and maintaining a seamless workflow during peak hours EDUCATION
Bachelor of Health Sciences in Healthcare IT, Patient Care Management, Medical Informatics, Health Policy
Georgia Highlands University, Atlanta — May 2023 - May 2027 Relevant Coursework: Medical Terminology, Healthcare Systems & Technologies, Health Information Management, Patient Privacy & Security (HIPAA), Healthcare Analytics, and Public Health. COURSES
IT Support Fundamentals
SKILLS
IT Support Troubleshooting
Identity Management Access Management
SQL Linux
Azure Microsoft 365
Project Management Team Leadership
Workday HIPAA
Data Analysis JAMF MDM
ServiceNow Active Directory
Windows 10
Expert
MacOS
VPN
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