It Support Technician
Resume:
DWAYNE
WEST
**************@*****.***
Elk Grove, CA 95757
Results-driven professional with extensive experience in Epic Go-Live consulting, specializing in seamless software implementations and addressing complex technical challenges. Proven track record in training and supporting end-users effectively, ensuring high satisfaction levels while adhering to project timelines and maintaining quality standards. Strong analytical skills, combined with a commitment to excellence, enable the delivery of innovative solutions that enhance operational efficiency. Passionate about leveraging technology to drive organizational success and improve user experiences.
SUMMARY
SKILLS
• HIPAA Compliance
• Chart Abstraction
• Health Record Index Maintenance
• Medical History Recording
• EMR
• EPIC
• ABA, CIS. IMA.COA.MRP.CBP
• EXCEL
• Software Testing and Validation
• Problem-solving capabilities
• MICROSOFT
• REVEELER, COTIVITI, MRDB, TRUCARE
6 Years of Healthcare Information Technology
&Outpatient Records
•
• End-user support
• Information Security
• Word Processing Software
• EDM
• Data Entry
• EPIC charting
• Medical record review
• Professional experience
• Critical thinking
University of Arizona
Tucson, AZ • 12/2014
BBA: Business
EDUCATION
CERTIFICATIONS
• Adobe Creative Suite
• Google Analytics
• CompTIA+
Microsoft Office Specialist (MOS) –
Microsoft Office 365 and Office 2019 -
Microsoft.
•
Google IT Support Professional Certificate -
Google.
•
Microsoft Certified, Windows 10 (MD-100) -
Microsoft.
•
Healthcare Leaders IT - Epic Go-Live Consultant
Hannibal, MO • 07/2025 - 07/2025
ICONMA - HEDIS Field Reviewer
Cordova, TN • 03/2025 - 04/2025
HealthcareIT - Healthcare IT IT Support Technician Remote • 11/2024 - 02/2025
Healthcare IT Leaders/ Contract - Healthcare IT IT Support Technician Augusta, GA • 10/2024 - 11/2024
ASUS - Technical Specialist/Independent Contractor Fremont, CA • 10/2023 - 09/2024
WORK HISTORY
Collaborated with project teams to successfully execute go-live strategies within designated timeframes.
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Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
Conducted comprehensive assessments of client infrastructure, identifying areas for improvement before implementation.
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• Performed audits on a regular basis in order to assess adherence with applicable standards.
• Conducted comprehensive review of medical records for HEDIS compliance.
• Provided technical assistance to providers regarding HEDIS documentation requirements.
• Communicated with heathcare personnel to verify information and resolve issues as needed.
• Identified potential areas of improvement in provider performance related to HEDIS measures. Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
• Provided exceptional customer support, resolving complex technical issues with effective Nearterm - Hedis Retrieval Specialist
07/2023 - 12/2023
Methodist Le Bonheur - HEDIS Field Reviewer
01/2022 - 05/2022
• Generated detailed reports on findings related to HEDIS standards, Communicated with heathcare personnel to verify information and resolve issues as needed. SLS - EPIC Go-Live Consultant IT
Eureka, CA • 10/2021 - 10/2021
Epic - Epic Cadence Consultant
Fresno, CA • 05/2021 - 06/2021
Epic - Epic Ambulatory Go-Live Support ATE Specialist Green Cove Springs, FL • 11/2020 - 12/2020
Epic Health Services - EPIC Ambulatory Go-Live Consultant Oakland, CA • 10/2019 - 10/2019
.
HCI Group Inc. - IT Hardware Technician/Contractor Remote Santa Ana, CA • 08/2019 - 08/2019
communication skills.
• Developed detailed reports regarding HEDIS performance, including areas of improvement.
• Reviewed medical records to identify and gather necessary data for HEDIS measures. Analyzed data from multiple sources such as EMRs, claims systems, and other external databases to ensure accuracy of reported metrics.
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Collaborated with internal departments such as iT and Clinical Quality Improvement teams to develop solutions that improve efficiency of processes related to HEDIS measures.
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• Conducted comprehensive review of medical records for HEDIS compliance.
• Provided technical assistance to providers regarding HEDIS documentation requirements.
• Reviewed medical records for completeness, accuracy, timeliness, and appropriateness of care. Protected medical information against unauthorized access, loss, or corruption by consistently following security protocols.
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Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
Reviewed source information to determine the format and viability of entry into the Epic application, along with assisting end users in Hyperspace.
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Responsible for the Epic manual conversion of key insurance and guarantor-level data, and verification.
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• Assisted end users in creating their customizing reports and preference lists.
• Supported front desk personnel to understand the DAR and basic appointment entry.
• Provided training and support for end users in the use of Epic Cadence applications.
• Provided elbow support to physicians and clinicians in ICU/NICU Unit. Assisted Physicians with bulding their smart phrases, preference lists, and customizing their order sets.
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Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
Provided at-the-elbow (ATE) support during Epic Go-Live events, with a strong focus on ClinDoc and Ambulatory modules
•
Guided physicians, nurses, and support staff through documentation workflows, order entry, chart review, and encounter management
•
Trained end-users on SmartTools (SmartPhrases, SmartTexts, SmartSets) to enhance clinical efficiency and accuracy
•
• Troubleshot workflow and system issues in real time, escalating to command center as needed Helped ensure a smooth transition to Epic by supporting core clinical functions and optimizing user adoption across departments
•
Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
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CMIT Solutions of Stamford · Contract/Remote - IT Support Specialist 03/2018 - 08/2019
Apple - IT Support
01/2014 - 03/2016
• Maximized equipment lifespan through thorough preventive maintenance routines.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs. Optimized IT support services by analyzing user feedback and implementing targeted improvements.
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Coordinated closely with IT support teams to resolve any hardware or software issues affecting contact center operations promptly.
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