Desktop Support System Administrator

Douglass Goggins

Atlanta, GA *****

*********@*****.***

Phone 470-***-****

Linkedin.com/in/douglass-goggins-575381aa

Desktop Support Healthcare IT, EMR Consultant, Epic Credentialed Trainer

Experience in leadership provides me with the skills to understand and interact with all staff levels and skill sets. My knowledge of computer technology and Healthcare IT and other aspects of the IT industries coupled with my experience interacting with all levels of staff makes me adept in assisting clients with functionality questions and technical issues.

CORE COMPETENCIES

EMR Optimization and training ServiceNow Ticketing, create suers using Active Directory, Troubleshooting, Documentation, Client Support, Customer Service, Project Management, Revenue Cycle Management, Interact with

HIGHLIGHTED CAREER ACHIEVEMENTS

Proficient in Cerner CPT Tools, HNA user creation and power form build

A+ Certificate

Network+ Certificate

EPIC

WORK EXPERIENCE

System Administrator 6/2019 – Present

Cobb Douglass Department of Public Health, Marietta GA

Assist nurses and Doctors with application issues remotely and at deskside

Train Users (Doctors and other medical staff) on applications listed below

Trained Dental office staff on software (Dexis Dental Imaging software, Dentrix Dental front office software, Eaglesoft.

Use remote desktop tools to remote into client PC

Application packaging using SCCM

Migrate using LTI and ZTI technologies Windows 7 to Windows 10

Support the CDPH staff on a number of applications and software.

Email exchange (Microsoft exchange}

EHR system configuration and user profile setups

Microsoft office suite.

Create Images specific to the CDPH

Support our Mitel softphone platform

TekSystems 10/2019 – 11/2019

Provided application support to physicians and other medical staff

Reviewed and updated/changed profiles and user policies based on users groups

Made changes to and updates to user’s groups

TekSystems 10/2018 – 1/2019

Northside Hospital Cerner Physician Support

Provided application support to physicians and other medical staff

Instructed and trained user on Cerner best practices

Closely worked with Analyst and vendors to determine the best utilization of the applications that were being used by physician’s nurses and other staff

Reviewed and updated/changed profiles and user policies based on users groups

Made changes to and updates to user’s groups

Credentialed Trainer 4/2018 – 5/2018

Newport Beach CA Hoag Medical Systems

Provides module specific support to clinical and non-clinical staff

Work closely and effectively with physicians and all other end users

Go-Live Support

Assisted with creating cases, scheduling and charting

Trained End users on Perioperative Software

System Administrator 4/2016 – 4/2018

Cobb Douglass Department of Public Health, Marietta GA

Assist nurses and Doctors with application issues remotely and at deskside

Train Users (Doctors and other medical staff) on applications listed below

Trained Dental office staff on software (Dexis Dental Imaging software, Dentrix Dental front office software, Eaglesoft.

Use remote desktop tools to remote into client PC

Application packaging using SCCM

Migrate using LTI and ZTI technologies Windows 7 to Windows 10

Cerner Support Specialist 7/2013 – 4/2016

Synergis IT Staffing, Atlanta GA

Trained users on Cerner Powerchart at EMORY Healthcare

ServiceNow Ticketing system for change request at level two and three

Provided Go-Live support for Cerner upgrade implementation, activation, and post-live activation

Reset end user passwords, supported RN’s and other staff

Make changes to PowerPlan as needed using DCPtools

Create Order sets

Provided physician support with CPOE, Power-Chart, Power-Plans, Billing and medication reconciliation

Help Desk and Desk Side Support

Supported Cerner's CPOE for Physicians Care Cerner Power Plans, Power Orders and Power Notes

Utilized CMT, DTA and Bedrock, test and edit Powerchart

Used RDP and other remote desktop tools to access user’s PC’s

Advanced Technician 6/2012 – 6/2013

ABBTECH Resources Inc./Synovus-Dell Project, Virginia Beach VA

Respond to helpdesk tickets via Service now

Used SCCM to deploy upgrades for client

Client specific software deployed using SCCM

Receive end user calls and log issues/results

Migrations in the following industries; Banking, Energy, Hospital

LTI (Light Touch Installation)

ZTI (Zero Touch Installation)

300+ Asset deployment/migration Windows XP to Windows7

Client specific installs of software

Desktop Support Specialist 6/2011 – 9/2012

Automobile Acceptance Corporation, Riverdale GA

Document resolution of Respond to tickets generated by end users via SPICEWORKS ticketing system

Received calls from users

Log Issues via spiceworks ticketing system

Use SCCM to remotely deploy software and upgrades

Document resolution of tickets in order to build process knowledge base

Install and configure software and hardware based on customer policy

Make application changes and adjustments as required by customer policy

Asset and Software management

Backup and Restore Servers

Desktop Support Tech 12/2010 – 6/2011

Pro-Data, Atlanta GA

Install hardware in professional environments

Install and configure software

Perform maintenance and backup of laptops and desktops

Create and maintain user ID's and accounts

Create groups and Permissions per client specs

Collector 2/2010– 9/2010

NCO Financials

Lead Collector 6/2006 – 1/2010

Northside Hospital, Sandy Springs GA

Financial Counselor 3/2005 - 5/2006

EAMC, Opelika, AL

Operations Supervisor/Trainer 7/2000 – 8/2005

OSI Outsourcing, Montgomery AL

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