Charity Gulley
Montgomery
Summary
Clinical Informatics Analyst specializing in incident management and stakeholder coordination in healthcare settings. Adept at optimizing service delivery through effective use of ServiceNow and Jira, ensuring timely resolution of issues while maintaining compliance and enhancing user support.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Clinical informatics analyst
Essex Management
04.2026 - Current
- Manage end-to-end ticket lifecycle in accordance with Service Level Agreements (SLAs), ensuring timely resolution and escalation of incidents.
- Coordinate service operations and stakeholder communication related to software databases, clinical trials, bioinformatics, and assay support.
- Facilitate and participate in working group meetings to support operational efficiency and cross-functional collaboration.
- Administer user accounts, permissions, and access controls for the Cancer Immunologic Data Center (CIDC) web portal while maintaining security compliance.
- Support onboarding of new users and provide ongoing technical and application support for portal functionality and access issues.
- Maintain operational tracking logs and reporting documentation for stakeholders including the National Cancer Institute (NCI).
- Collaborate with Product Owners and technical teams to improve service delivery and optimize portal operations.
- Develop and update process documentation, work instructions, knowledge base articles, and policy documentation.
- Coordinate communication with Cancer Immune Monitoring and Analysis Centers (CIMACs) regarding data transfer processes, assay tracking, and pipeline updates.
- Serve as a primary point of contact for portal support, stakeholder communication, and issue resolution.
Help Desk Associate
CyberTec LLC
04.2023 - 03.2026
- Managed ticket documentation, issue tracking, and problem resolution to ensure timely service delivery.
- Identify customers’ needs, clarify information and utilize the knowledge database to answer questions.
- Triage and route tickets to the appropriate stakeholder for resolution.
- Provide application support for user account creation and password reset.
Help Desk
CyberTec LLC
07.2018 - 04.2023
- Provided technical troubleshooting and support for hardware, software, network, and operating system issues.
- Installed, configured, and maintained Windows operating systems and server environments.
- Supported Active Directory, DNS, email administration, and user account management.
- Delivered remote and onsite support for local and off-site users.
- Assisted with Windows OS upgrades including Windows 10, Server 2008 R2, and Server 2012 R2.
- Performed system backup and recovery procedures.
- Maintained current knowledge of emerging technologies and support tools.
- Participated in special projects and cross-functional technical initiatives.
Retail Sales Associate
Victoria’s Secret
08.2018 - 08.2020
- Delivered exceptional customer service in a fast-paced retail environment.
- Consistently exceeded sales goals through effective communication and relationship building.
- Maintained strong product knowledge to support customer needs and recommendations.
- Collaborated with team members to achieve operational and sales objectives.
Quality Control Inspector
Hyundai Motor Manufacturing
11.2004 - 07.2018
- Evaluated components assemblies, and final products to ensure 100% compliance with quality standards as well as manufacturing specifications using precision measuring equipment.
- Collaborated with production crews and supervisors to identify problems and helped implement innovative solutions to expedite the manufacturing process.
- Ensured 100% adherence to SOP's at all times and that both quality and other standards were met accordingly.
- Inspected vehicles with 99% accuracy while focusing on the inspection checklist to avoid missing defects.
- Partnered with customers, engineers, and production managers to ensure all aspects of quality were met.
Education
M.A - Environmental Management
University of Maryland
01-2020
B.S - Biology
Auburn University
01-2003
Skills
- Clinical Informatics Support
- IT Service Management
- SLA & KPI Tracking
- Stakeholder Communication
- ServiceNow & Jira
- Incident & Ticket Management
- User Access Administration
- Knowledge Base Documentation
- Technical Troubleshooting
- Cross-Functional Collaboration
- Process Improvement
- Customer Service & Support
- Team Leadership
- Windows & Mac OS Environments
Certification
- AWS Certified Cloud Practitioner, 09/01/24
Timeline
Clinical informatics analyst
Essex Management
04.2026 - Current
Help Desk Associate
CyberTec LLC
04.2023 - 03.2026
Retail Sales Associate
Victoria’s Secret
08.2018 - 08.2020
Help Desk
CyberTec LLC
07.2018 - 04.2023
Quality Control Inspector
Hyundai Motor Manufacturing
11.2004 - 07.2018
M.A - Environmental Management
University of Maryland
B.S - Biology
Auburn University