IT Support Specialist EHR/Healthcare IT Focus

Jose Albert Valenzuela

Melissa,Tx *****

214-***-**** ️ *********@*****.***

CAREER SUMMARY

Versatile and results-driven IT professional with over 6 years of experience supporting Electronic Health Record (EHR) systems including Epic, Cerner, Meditech, and McKesson in clinical settings. Proven ability to provide Tier 1 and Tier 2 application support, troubleshoot system access issues, and collaborate with cross-functional teams during go-lives and major incidents. Strong background in service desk environments, technical documentation, and ticket management. Currently re-entering healthcare IT with sharpened focus, a customer-first mindset, and a commitment to delivering seamless end-user support.

CORE COMPETENCIES

EHR Systems: Epic, Cerner (PowerChart, RadNet, PathNet), Meditech, McKesson

ITSM Tools: Remedy Force, Opsview Monitor, Adamweb

Access/ID Management: HNA/User Maintenance, Preferences Maintenance Tool

Service Desk Support Ticket Triage Technical Documentation

Implementation & Go-Live Support Clinical Workflow Analysis

Software Troubleshooting Issue Escalation SLA Management

ITIL Service Management Certified Apexus 340B Trained

PROFESSIONAL EXPERIENCE

Lowe's – CDL A Truck Driver

Sherman,TX May 12, 2025 – Present

Safely transport goods and materials to Lowe's stores and customer locations, ensuring timely deliveries.

Perform pre-trip, in-route, and post-trip inspections of the vehicle and equipment, adhering to all safety and regulatory requirements.

Maintain accurate logbooks and records of deliveries and hours worked.

Communicate effectively with dispatchers and store personnel to ensure smooth and efficient operations.

Provide excellent customer service by delivering products to stores and customers in a professional and timely manner.

PGL – CDL-A Driver

Dallas, TX 05/2024 – 10/2024

Delivered aircraft freight using 53ft dry vans; utilized pallet jack for cargo handling.

Uber – Black SUV Driver

Dallas, TX 01/2024 – 05/2024

Provided high-end transportation services, maintaining a strong customer satisfaction rating.

Ryder – CDL Driver

Dallas, TX 07/2022 – 01/2024

Transported bricks and HVAC units via flatbed and dry van trailers; operated Moffett forklifts.

Interstate Logistics – CDL Driver

Texas 01/2021 – 06/2022

Hauled dry/reefer freight across Texas; occasionally assisted with unloading.

Amazon – Online Reseller / Retail Arbitrage

Remote 05/2018 – 12/2019

Researched and flipped retail goods for profit using Amazon FBA; managed product sourcing, logistics, and pricing analytics.

DELL Inc. / NTT Data – Clinical Applications Analyst

Plano, TX 08/2014 – 05/2018

Provided Tier 1 and Tier 2 support for hospital staff across the U.S., resolving access, credential, and application issues.

Reset passwords, deleted hung sessions, and resolved incidents using Remedy Force.

Authored internal knowledge base articles and guided users on best practices.

Participated in go-live support and escalated high-priority tickets per SLA.

Collaborated with senior IT teams during outages and implemented service package installs.

DELL Inc. – Clinical Applications Analyst

Plano, TX 02/2012 – 06/2014

Diagnosed EHR-related technical issues, escalated incidents, and maintained high levels of customer support and system availability.

Led troubleshooting and resolution efforts using Meditech, McKesson, and Cerner systems.

Parkland Health & Hospital System – Medical Access Specialist

Dallas, TX 2010 – 2012

Managed Texas HIV Medication Program (THMP) applications and vendor coverage under Cerner.

Accessed and updated records in Epic and MAS portals.

Trained staff in prescription order workflows and Medicare Part D education.

Ensured accurate medication billing and patient enrollment for subsidy programs.

EDUCATION & CERTIFICATIONS

ITIL Service Management Certificate

Cerner PowerChart & PathNet WBT Courses

Apexus 340B University Training

High School Diploma

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