PROFESSIONAL SUMMARY

• Meticulous Application Analyst, excellent at juggling multiple tasks and working within tight deadlines.
• Broad industry experience including EMR / DHR Electronic Healthcare Record Technologies, Federally Qualified Community Health Care Centers (FQHC), UDS Reporting and Clinical Applications Support.

• Senior Application Analyst Project Management
• Process Implementation Meaningful Use Program Liaison
• Citrix XenApp Application Architect Terminal Services Architect
• Operations Support Desktop Support
• Patient Centered Medical Home Community and Migrant Health Centers
• SQL Server 2005 Certified Technology Specialist Microsoft Certified Professional

Applications Analyst 

Confidential

Responsibilities:

• Provided all 1st and 2nd level application support and resolution management decreasing in departmental downtime and patient dissatisfaction.
• Performed user account maintenance, managed incidents and provided resolution for end - user’s technical challenges.
• Worked closely with Paper & Pulp Mill users to gather business requirements
• Assisted Users with Change Management Requests & Solutions utilizing Industry best practices.
• Performs system analysis, development and/or maintenance to Mill-wide Applications
• Implements and adheres to schedules and design specifications.
• Writes internal specification documentation, design solutions and tests data to observe any variances in results.
• Complies with established regulations and procedures for environment, safety, health, and quality in the Workplace.

Senior Application Analyst

Confidential

Responsibilities:

• Provided all 1st and 2nd level application support and resolution management decreasing in departmental downtime and patient dissatisfaction.
• Performed user account maintenance, managed incidents and provided resolution for end - user s technical challenges.
• Prepared test documentation including test plans, conditions and cases, along with also tested system readiness such as systems test and Integration testing.
• Established new user accounts/passwords, utilized active directory; monitored and updated permissions rights for users.
• Effectively installed 3rd party application software, system upgrades, bug-fixes and enhancements for Athena EHR, Dentrix and Umbie Dental Care Practice Management Systems.
• Generated adhoc reports from Microsoft SQL databases effectively reporting to various Government Entities improving Organization's reimbursement rates by over half.
• Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query.
• Managed user access via documented polices and procedures.
• Provided business capability of running own reports by requesting reporting dashboard for most commonly requested data.
• Performed connectivity and login activities and unlocked user accounts and reset password while formulating effective solutions to issues/defects.
• Utilized knowledgebase tools to transfer technical & business knowledge to team members.
• Adopted all standard operating procedures and protocols related to Case Management, Testing, Optimization and Documentation.
• Timely interaction between System Vendors to include Athena Healthcare Solutions, Emdeon, AllScripts and various Clinical Laboratory Vendors substantially improving Vendor Relations.
• Served as an additional resource on technical and functional application analysis teams utilizing best practices for building, configuration, maintenance, work flow and data integrity.
• Worked directly with Information Technology, Dental Director and Dental Office Managers to achieve the highest patient satisfaction thru enhanced departmental workflows.

 Confidential

Responsibilities:

• Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.
• Increased knowledge and allowed for quicker turnaround on incoming requests by providing process and procedure documentation for colleagues and business users for software applications being supported, which led to better understanding of application and functionality.
• Liaised with Problem Management and Development teams regarding the progress of problems assigned. Kept customers informed re status of their individual issues/incidents.
• Efficiently managed user access level maintenance for all Business Systems (CRM, Order Management, Sales).
• Ensured that complex defects and problems were resolved through production releases and upgrades.
• Provided support as needed for all system upgrades, bug - fixes and enhancements to the Intergy Electronic Health Record, Henry Schein and related Healthcare Systems.
• As a tester, participated in major and minor application upgrades and releases; executed User Acceptance Testing (UAT) and regression predefined test scripts.
• Prepared test documentation including test plans, conditions and cases, along with also tested system readiness such as systems test and Integration testing.
• Worked directly with Network / Information Technology Departments to achieve consistent daily operational functions.
• Utilized knowledgebase tools to transfer technical & business knowledge to team members.

Tier II Application Support Analyst

Confidential

Responsibilities:

• Identified with clientele workflow from the Intensive Outpatient Mental Health Programs to Behavioral Healthcare Management Systems providing daily system/application administration.
• Responsible for the management of database server installation, database creation and configuration, disk space and memory management and routine database maintenance procedures in production and development environments.
• Investigated new/unknown/existing technical glitches with the understanding and reproducing reported issues to properly diagnose to find acceptable solutions.
• Established relationships with customers to facilitate system adoption and promote user satisfaction from the time a trainer is deployed until the customer signs off on the implementation.
• Provided documentation and testing guidelines for our Behavioral Healthcare Management Software & Electronic Medical Record implementation projects compliant with HIPPA.
• Achieved exemplary customer satisfaction scores, consistently scoring between 95% - 100% on all calls (outperforming average of 90%).

Confidential

Responsibilities:

• Performed Tier 2 Application support in a very visible and highly demanding IT Operations environment.
• Tracked, logged and responded to support tickets.
• Performed pre - release testing of software installations against our in-house application and Database environments for all internal & external clientele.
• Conducted data set up and performed application testing across multiple platforms.
• Maintained client and in-house Microsoft SQL 2000 & 2005 databases with emphasis on development and demonstration environments to ensure business continuity.
• Attended and hosted additional training classes to increase the knowledge base in core topics to improve customer care quality as well as productivity.
• Established relationships with customers to facilitate system adoption and promote user satisfaction from the time a trainer is deployed until the customer signs off on the implementation.
• Ensured that complex defects and problems were resolved through production releases and upgrades.
• Promoted a team environment by assisting co-workers whenever necessary to enhance the professional development of everyone within the organization.