Experience

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  Verticalnet, inc

  May 2000 - Apr 2001

  Systems support analyst

  Provided systems support on sales automation software.Performed systems administration on web-based tools.Operated as Helpdesk support and performed first-level troubleshooting on PC supportLogged all customer calls and email requests maintaining in Remedy console.

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  Einstein healthcare network

  Apr 2001 - Nov 2001

  Helpdesk analyst

  Provided extensive first level assistance/phone support to all of our 3500 clients.Performed in high pressure, team oriented environments.Route calls that require more expertise to second level support or dispatch via Helpdesk software to appropriate group or specialist for action.Perform user account administration for NT, Novell and ExchangePerformed administration of NetWare, mainframe software (TSO, Kronos, Idx, Patient Management)Research, compose and distribute software tips to end-users. Show less

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  University of pennsylvania hospital

  Nov 2001 - Dec 2002

  Customer support analyst

  Responsible for providing a high level of customer service.Provided high quality, friendly service to customers using remote desktop toolsAnswered helpdesk phones for 14,000+ user community, documented calls and resolution in a call tracking system. Troubleshoot Novell network (3.x - 5.x) with Windows 95/98/00/NT 4.0/XP, and Mac computers.; Provide support for several mainframe applications specific to the health care industry. Ex: IDX, TDS, SMSFollowed standard procedures to ensure support requests submitted via form, phone, email, or in person were resolved in a timely fashion Show less

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  Tallysoft, division of point of sale technologies, inc

  Mar 2003 - Jun 2004

  Technical support analyst

  Setting up workstations including adding machines to the network /installing other software that are needed for the particular customer.Maintain backup and data recovery strategies.Responsible for maintaining company's Microsoft Exchange Server 2000 and Active Directory user accounts.Administered MS-Exchange 5.5, Windows NT, 2000 ServerNetwork setup, troubleshooting, and performance analysisMaintain server-based virus protection software and ensure that all users are protectedPerform ongoing site maintenanceMaintained and developed customer database using Access 97, 2000 and SQL. Show less

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  Ikon office solutions

  Aug 2004 - Jul 2005

  Senior technical support analyst

  Provide technical support for 26,000 users company-wide.Responsible for account administration and security.Modification of existing users in Oracle Applications including password management.Audit trouble tickets to ensure adequate and appropriate resolution.Provide standard application training for new employees covering Oracle application.Contribute to issue resolution, escalating when necessary while retaining over all ownership.

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  Clubsystems group

  Jul 2006 - Nov 2012

  Software support analyst

  Serve as primary support liaison between Clients and CompanyProvide remote software support and analysis. Deliver training for new clients and/or existing clients of software throughout all phases of implementation. Coordinate, or assist with the coordination, of upgrade and new release projectsKeep Clients informed of progression with issues and provide follow up as necessary.Collaborate with other departments or offices as necessary to expedite resolutions.Promote and maintain a high quality, professional, service-oriented company image among clients.Assist with testing of the company products.Administer and maintain client database.Analyze client-reporting needs, design and generate queries from company reporting system for cost/margin analysis, customer attrition and product demand.Contribute, through line manager, to the product development process, specifically by passing back client feedback, requests and comments. Show less

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  Nextgen healthcare

  Nov 2012 - Apr 2016

  Responsible for requirements gathering, documentation and testing progress.Work with QA and testing teams to coordinate testing efforts by engaging testing resources,reviewing test cases to ensure appropriate test cases are created for quality assurance.Create appropriate project documentation and manage change throughout the life of the project.Facilitate meetings between stakeholders, developers, and product owners.Ensure issues are documented in appropriate system and track testing progress and reportappropriately.Serve as key requirements liaison between end-users, Product Managers, Project Managers, anddevelopment team.Provide analytics support for senior management and deliver ad-hoc data requests.Create deliverables (reports, presentations, etc.) that creatively and effectively convey results ofanalysis. Show less

  • Business Analyst

    Nov 2015 - Apr 2016

  • Client Support Analyst

    Nov 2012 - Oct 2015
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  St. mary medical center, langhorne, pa

  Jul 2016 - Mar 2018

  Informatics project coordinator

  Manage implementation and support of population health tools and applications utilized by ACO/CIN participating physician practices.Coordinates with users to redesign workflows using best practice standards.Reporting lead for Medicare Shared Savings Program Accountable Care Organization (ACO),responsible for over 15,000 attributed lives.Facilitate HEDIS/NCQA quality measure-specific trainings for 100+ practices participating in theQuality Health Alliance ACO LLC.Perform clinical documentation audits in accordance to measure and payer contract specifications.Provide consulting advice, guidance, and solutions for improvements to clients, internal customers and management.Aid in development of reporting capabilities and quality improvement initiatives to support Payer contracts and employed physician incentive program. Show less

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  Drugscan

  Apr 2018 - Sept 2020

  • System Analyst

    Jan 2020 - Sept 2020

  • Business Analyst

    Apr 2018 - Jan 2020
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  Ellkay

  Sept 2020 - Sept 2021

  Project manager - interoperability
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  Tandigm health

  Sept 2021 - now

  Healthcare quality data and reporting strategist