ADEOLA OLAYIWOLA
HOUSTON,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Help Desk Analyst Consultant
Nuance Communications
02.2020 - Current
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Supported daily operations during go-live periods, enabling a smooth transition while minimizing negative impacts on patient care.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Minimized disruptions during go-live events through thorough planning, preparation, and coordination among team members.
- Elevated staff proficiency levels by tailoring training content to fit diverse learning styles and professional backgrounds.
- Streamlined go-live processes by providing expert consultation, training, and support to endusers.
Senior Software Trainer
The HCI Group
05.2018 - 12.2020
- Consulted with users to determine hardware, software and system functionality specifications.
- Managed a team of junior trainers, ensuring their professional growth and consistent delivery of quality training sessions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Listened to users, communicated training and translated technical information into easily understood terms.
- Collaborated with department heads to identify specific software training needs, optimizing course content for relevance.
- Collaborated proactively with other Support Specialists to share knowledge and provide comprehensive support solutions for all users.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted with data migration tasks during system transitions, ensuring minimal disruption to daily operations for clients.
- Supported the implementation of new software modules, facilitating seamless integration into existing workflows.
Software Implementation Consultant
Physician Technology Partners
10.2017 - 02.2020
- Support 30 Health Care System Contracted to company
- Streamlined software implementation processes by identifying areas for improvement and implementing best practices.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
- Processed client satisfaction reports for completed implementation, analyzing data to discover possible areas of improvement in future projects.
- Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
- Collaborated with cross-functional teams to develop customized software solutions tailored to clients'' unique needs.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Enhanced customer satisfaction by providing timely issue resolution and thorough post-implementation support.
- Consistently exceeded customer expectations by delivering exceptional service throughout the entire implementation lifecycle.
Personalization /Clinical Data Abstractor
The HCI Group
05.2018 - 02.2020
- Increased user satisfaction by providing prompt and efficient technical support to clients.
- Developed custom scripts to automate repetitive tasks, increasing accuracy while reducing time spent on manual efforts.
- Maintained accurate documentation on all systems, ensuring ease of access and reference for troubleshooting purposes.
- Provided comprehensive training to end-users, increasing overall productivity with new technologies.
- Provided faculty and staff with security software and network configuration support.
- Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.
- Generated and maintained statistical data related to medical records.
- Utilized analytical skills to assess the quality of source documents, identifying potential issues that could impact accurate data extraction.
Help Desk Support Specialist
NYU Medical Center
07.2019 - 10.2019
- Worked with document imaging technologies and deployment software.
- Configured hardware and granted system permissions to new employees.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Tested new software and hardware prior to deployment.
- Provided end-user system and equipment training.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Configured hardware, devices, and software to set up work stations for employees.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Responded to inquiries by phone, email and walk-up requests.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
IT Consultant
Ottawa Hospital
05.2019 - 07.2019
- Collaborated proactively with other Support Specialists to share knowledge and provide comprehensive support solutions for all users.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Contributed to the development of comprehensive training materials for new team members, ensuring consistent knowledge transfer and skills development.
- Supported the implementation of new software modules, facilitating seamless integration into existing workflows.
- Troubleshot complex issues effectively using analytical thinking skills combined with a deep understanding of the Epic software.
- Streamlined project processes for enhanced efficiency and timely completion of implementation projects.
Implementation Specialist Consultant
Leidos Health
05.2018 - 07.2019
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Leveraged industry-specific knowledge to offer expert advice on best practices for system design and configuration during consultations with clients.
- Provided exceptional remote support to clients during off-site implementations, ensuring minimal downtime during critical transitions.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Assessed available technologies to create development specifications and detailed test cases.
- Ensured accurate documentation by maintaining up-to-date records of system configurations, changes, and enhancements.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Software Implementation Consultant
Divurgent
09.2016 - 11.2018
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Fostered a culture of continuous improvement by actively seeking user feedback and implementing enhancements to the Epic system based on their input.
- Maximized resource utilization by providing informed recommendations regarding hardware, software, or infrastructure adjustments based on observed performance patterns in the Epic environment.
- Optimized patient care processes by customizing Epic modules according to specific departmental needs.
- Provided consistent support for end-users, addressing their concerns and resolving issues in a timely manner.
- Enhanced system functionality by performing regular maintenance and updates on Epic applications.
- Collaborated with upper management to drive strategy and implement new processes.
Help Desk Analyst 2: Command Center Lead, Abstract
The HCI Group
06.2017 - 03.2018
- Created and taught curriculum for Outpatient Modules
- Conducted workflow Analysis to insure optimum compliance within the command center
- Responsible for conducting Physician workshops, clinical staff training
- Created knowledge base articles and Point power slides to train the command center support
- Gathering, then abstracting records and patients' information from old system into Epic
- Assisted Providers with Personalization and Optimization - with setting up preference list orders, creating macro's, detailed smart-phases for progress note templates
- Supervised and trained 52 Epic Help desk support staff
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Coached and trained end-users on functions, features and basic troubleshooting of software Epic
- Installed, configured and maintained computer systems and network connections.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Participated in the recruitment and hiring process for help desk staff, selecting candidates with strong technical aptitude and customer service skills.
Software Trainer
Beaumont Hospital
01.2017 - 05.2017
- Coordinated software conversion and implementation processes for hospital system
- Implemented post-training evaluations to gauge effectiveness and identify areas for improvement, resulting in continuous enhancement of instructional methods.
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Provided ongoing support for customers through regular check-ins and follow-up sessions, bolstering long-term success with software solutions.
- Developed and maintained a comprehensive training library, ensuring readily accessible resources for ongoing professional development.
Implementation Consultant
Peace Health
07.2015 - 08.2015
- Provided Credentialed Trainer to clinicians during implementation
- Streamlined project processes for enhanced efficiency and timely completion of implementation projects.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Oversaw development and maintenance of organization computer systems and intranet.
- Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
Epic Research End User, Clinical Laboratory Technologist
Western Illinois University
08.2011 - 05.2013
- Utilized Epic Research to conduct clinical research in my studies
- Utilized Biochemical techniques and Analytical Instrumentation in the study of Procathepsin D and B
- Expression of Cathepsin D Protein and Induction of Recombinant Protein
- Gained wet chemistry, bench chemistry experience, knowledge of biochemical and cell-based assays
- Cultured cells, DNA exaction, PCR performed laboratory calculations, SDS-Page, prepared solutions/dilutions and completed pre-imaging cell staining
- Participated in cell counting, cell sorting, biomarker detection and protein engineering using flow cytometer technology
- Preserved cleanliness and organization of laboratory.
Biology and Chemical Engineering Research Intern
Iowa State University
05.2012 - 08.2012
Education
BS - Biochemistry, Zoology
Western Illinois University
Macomb, IL01.2013
Skills
- Technical Support
- Device Installation
- Problem-Solving
- Incident Management
- Application support
- Help Desk Support
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Access Management Software
- Software Implementation
- Client training
Proficient Credentials
- Epic Help Desk Support Analyst
- Epic Credentialed Trainer – Ambulatory, Cadence, Beacon, Beaker, Professional Billing, Prelude, Resolute, Home Health, Radiant, Welcome
- Epic Personalization Lab and Optimization Specialist
- Modal and Dragon Voice Recognition Trainer
Other
- Cerner PathNet
- RadNet
Certification
Agile Scrum Master
Timeline
Help Desk Analyst Consultant
Nuance Communications
02.2020 - Current
Help Desk Support Specialist
NYU Medical Center
07.2019 - 10.2019
IT Consultant
Ottawa Hospital
05.2019 - 07.2019
Senior Software Trainer
The HCI Group
05.2018 - 12.2020
Personalization /Clinical Data Abstractor
The HCI Group
05.2018 - 02.2020
Implementation Specialist Consultant
Leidos Health
05.2018 - 07.2019
Software Implementation Consultant
Physician Technology Partners
10.2017 - 02.2020
Help Desk Analyst 2: Command Center Lead, Abstract
The HCI Group
06.2017 - 03.2018
Software Trainer
Beaumont Hospital
01.2017 - 05.2017
Software Implementation Consultant
Divurgent
09.2016 - 11.2018
Implementation Consultant
Peace Health
07.2015 - 08.2015
Biology and Chemical Engineering Research Intern
Iowa State University
05.2012 - 08.2012
Epic Research End User, Clinical Laboratory Technologist
Western Illinois University
08.2011 - 05.2013
BS - Biochemistry, Zoology
Western Illinois University
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