Help Desk Support

Mark McNeil

IT Healthcare Analyst / EMR Consultant

Key Responsibilities:

Delivered IT consulting services for healthcare systems, focusing on EMR implementations, go-lives, technical dress rehearsals (TDR), help desk support, and command center setup.

Provided direct end-user support and training for medical professionals on Epic, Cerner, and Allscripts platforms, ensuring smooth transitions and adoption of new systems.

Diagnosed and documented system issues, created HL7 interfaces, and contributed to help desk support infrastructure, enhancing user experience and system performance.

Supported data abstraction and appointment conversions, ensuring the accuracy and completeness of patient records during system migrations.

Key Achievements:

Successfully contributed to multiple go-live projects across diverse healthcare institutions, including Virtua Health, Northwell Health, and Baptist Health.

Led and coordinated command center operations for seamless support during critical transitions.

Facilitated user personalization and role-based system optimizations to improve workflow efficiency for end users.

Vice President of Operations - The Phoenix Group

Key Responsibilities:

Oversaw day-to-day operational activities, focusing on research, analysis, and resolution of process inefficiencies.

Coordinated the implementation of new products, services, and operational solutions to improve service delivery.

Designed and standardized operational processes, aligning company goals across departments and offices.

Managed budgets and timelines, ensuring operational objectives were met without exceeding financial constraints.

Key Achievements:

Spearheaded the design and documentation of innovative operational strategies, resulting in improved service quality and client satisfaction.

Enhanced communication between technical and operational teams, driving efficiency and minimizing project downtime.

Consultant - EbryIT, Inc., Field Solutions, Field Nation, Work Nation

Key Responsibilities:

Maintained and upgraded retail IT systems, including digital media displays, router upgrades, server cutovers, and hardware replacement.

Installed, configured, and troubleshot network devices, firewalls, and Windows deployments, ensuring optimal performance and security.

Conducted large-scale network and server deployments, including POS systems, to streamline retail operations.

Key Achievements:

Ensured consistent system uptime and reliability for major retail clients by proactively addressing technical challenges and performing routine maintenance.

Founder/Owner - EGA

Key Responsibilities:

Managed end-to-end business operations, including client acquisition, staffing, and financial planning.

Installed and supported security systems for commercial clients, providing training and ongoing maintenance services.

Key Achievements:

Established and maintained strong client relationships through quality service delivery, contributing to business growth.

Project Manager (Consultant) - TopCoder

Key Responsibilities:

Directed client-facing projects, managing tasks from UI design to data science and blockchain development.

Solved complex software problems by leveraging technical expertise and innovative solutions.

Key Achievements:

Delivered projects on time and within scope, ensuring alignment with client objectives and expectations.

Business Analyst Roles (Various Companies)

Key Responsibilities:

Conducted in-depth process analysis to improve workflows, efficiency, and business operations.

Gathered and documented requirements, developed test cases, and executed user acceptance testing for software implementations.

Acted as a liaison between technical teams and business stakeholders to ensure project success.

Key Achievements:

Developed functional specifications and provided training materials for software users, driving successful adoption and usability.

Played pivotal roles in enterprise system implementations for organizations including Coca-Cola Bottling Company, Family Dollar, and Charlotte Radiology.

United States Marine Corps - Aviation Administration

Key Responsibilities:

Managed inventory control and distribution of technical publications essential for aviation operations.

Maintained and updated the Naval Aviation Logistics Command Management Information System (NALCOMIS).

Key Achievements:

Ensured mission-critical accuracy and availability of aeronautical logs and systems, supporting operational readiness.

Certifications and Technical Expertise

Certified in Quality Assurance, DB2/SQL Programming, Dreamweaver 3 Web Development, and Dell PC Technician.

Advanced user of Epic, Cerner, Allscripts, and other EMR systems with demonstrated expertise in system implementations and support.

Proficient in Microsoft 365 tools, including SharePoint, Excel, Teams, and OneDrive.

Volunteer/Charity:

Non-profit business owner and grant writer, supporting community development projects.

USA/AAU Track and Field Level 1 Coach, mentoring athletes and fostering sportsmanship.

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