It Support Customer

SHADEEN CHRISTIAN

****************@*****.*** 240-***-**** Glen Burnie, MD www.linkedin.com/in/shadeen-christian-

PROFESSIONAL PROFILE

IT Support professional with 10 years in healthcare IT, specializing in troubleshooting system documentation, and customer support. Skilled in EPIC systems, printer/fax issues, and EHR management. Adept at communicating solutions, resolving IT concerns, and optimizing system operations.Pursuing compTIA A+ and Google IT Support Certifications to enhance expertise. Seeking a role to improve healthcare IT efficiency and patient care.

EDUCATION

●Per Scholas, Baltimore, MD Jan 2025 – Apr 2025

oGoogle IT Support Certification

oCompTIA A+

●Prince George’s Community College, Largo, MD Jan 2015 – June 2015

oCertified Nursing Assistant (CNA)

oPatient Care Technician

TECHNICAL SKILLS

●EPIC Hospital System: Patient data entry and documentation

●Printer & Fax Troubleshooting: Configuring, fixing jams, resolving network issues

●Help Desk Support: Answering calls, resolving technical issues, and assisting end-users

●IT Ticketing Systems: Documenting and resolving support requests

●Networking Basics: Troubleshooting internet connectivity, routers, and switches

●Operating Systems: Windows (10/11), macOS, Linux (basic)

●Cybersecurity Awareness: HIPAA compliance, secure data handling

PROFESSIONAL EXPERIENCE

Patient Care Technician University of Maryland Medical System Oct 2022 – Present

●Utilized EPIC hospital software to document patient information, ensuring accuracy and security of digital records.

●Answered phone calls from hospital staff and external facilities, providing critical information and assistance.

●Oversaw faxing and document transmission to ensure accurate and secure medical record handling.

●Assisted staff in troubleshooting printers, faxes, and computer access issues, improving workflow efficiency.

●Maintained HIPAA compliance when handling patient information in electronic health records (EHRs).

Clinical Technician Johns Hopkins Hospital Oct 2021 – Oct 2022

●Processed and documented patient information using EPIC and hospital database systems.

●Assisted in basic troubleshooting of computer workstations and printers in the unit, ensuring minimal downtime.

●Answered and directed phone calls regarding patient updates, lab results, and healthcare documentation.

●Managed fax and print jobs, ensuring secure and accurate transmission of medical records.

●Provided customer support to medical staff, resolving minor IT-related issues and improving workflow efficiency.

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