Claudia Quintero-Perez
IT Specialty Analyst
Virginia Beach,VA
Summary
Dynamic and results-driven analyst with a robust background in IT, project management, and technical support, particularly within the healthcare sector. Expertise in delivering exceptional technical support for software and networking challenges, ensuring seamless operations and enhanced user experiences. Proven ability to cultivate, manage, and leverage client relationships to drive satisfaction and loyalty. Committed to continuous improvement and innovation in all aspects of technical service delivery.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sr. IT Specialty Analyst – OnBase
Sentara HealthCare
01.2016 - Current
- Manage large scale projects to ensure timeframes and expectations are met by both the customer and management to include the creation of actions plans, project charters, functional specification documents, workflow diagrams and training guides. I have been the lead on the following projects:
- OnBase Database Upgrade
- OnBase implementation for Home Health and Hospice
- Halifax Hospital Integration
- Hospital Billing OnBase implementation
- Provide application support for the OnBase process management software (Front Office Scanning, Express Scanning, Unity Client and Thick Client) for both Clinical and Non-Clinical Departments.
- Coordinate with other Sentara departments for implementation of various OnBase modules.
- Communicate with customers to assist in developing, designing and implementing new processes to assist departments in improving their current workflow.
- Create test plans and perform functional, regression, and integration testing associated with changes made to OnBase as part of upgrades or larger enterprise projects.
- Document defects and work with the OnBase technical team to resolve software issues reported during testing.
- Assist the OnBase technical team with Client upgrades and new department workflow builds.
- Test new enterprise application updates to ensure they are compatible with the various OnBase modules installed across Sentara.
Sr. Business Systems Analyst – Patient Care Systems - Medical Systems Application Support Team
Sentara HealthCare
12.2008 - 01.2016
- Started as a Business Systems Analyst and was promoted to Sr. Business Systems Analyst.
- Project lead interfacing the ProVation application used enterprise wide for the Endoscopy department.
- Project lead interfacing Breeze (a Pulmonary Function Testing application) with Epic for the Hospital Pulmonary Function Labs and ambulatory practices.
- Project lead interfacing Polysmith (an application used to perform sleep studies) with Epic for 5 of the Hospital Sleep Labs.
- Developed project plans and timelines and coordinate project implementations.
- Developed testing plans for software application installation and enhancements.
- Analyzed workflows and software functionality to identify more efficient business processes.
- Troubleshot, researched and resolved software, hardware and/or data problems by using advanced knowledge of software, computers, networking, and internet functionality in relation to products/customers supported.
- Identified, analyzed and quantified the customers’ needs, evaluated new products and provided recommendations to improve business processes.
- IT Point of Contact and Subject Matter Expert (SME) for the applications I supported.
- Provided training to customers via WebEX and in person.
- Liaison between customers, vendors and other areas within the Information Technology departments. Responsible for:
- Communication of software issues, requirements and enhancements
- Application upgrade testing and implementation
- Implementation of process changes
- Analysis and Implementation of new products and/or technology
- Provide on-call support to the customers for application related issues
- Create procedure, system and training documentation
- Conduct training for customers and support staff
Business Analyst – Mobile Service Delivery Team
Electronic Data Systems (EDS)
08.2003 - 12.2008
- Responsible for the end to end process of ordering, asset tracking, billing and delivery of Mobile devices (Cell Phones, Blackberry’s, Air cards) for the Navy and Marines.
- Acted as a liaison between customer and technical solutions/support groups to identify business processes, systems, and product requirements.
- Researched, identified and developed solutions to problems.
- Analyzed business and user needs, and documented customer specifications.
- Supported aspects of the business cycle including proposals, feasibility studies, and implementations.
- Considered the business implications of the application of technology to the current business environment.
Request Operations Center (ROC) Queue Manager
Electronic Data Systems (EDS)
08.2003 - 2008
- Tracked and Reported Status on the Enterprise Helpdesk queue.
- Planned and coordinated cleanup efforts on the pending queue.
- Trained and monitored agents as they were assigned to queue clean up tasks.
- Communicated and created reports for ROC leadership on progress of cleanup efforts.
- Established productive relationships with the client and our partners.
- Monitored and generated reports on multiple Enterprise Service Level Agreements.
DPS Lead
Electronic Data Systems (EDS)
08.2003 - 2008
- DPS team lead monitoring the DPS queue to meet the company’s Service Level Agreement.
- Parts replacement and support for both Navy and Marine machines throughout the enterprise.
- Communicated with external vendors, Base Ops and internal customers regarding hardware issues.
Helpdesk Analyst Sr.
Electronic Data Systems (EDS)
08.2003 - 2008
- Provided day-to-day customer contact; resolved customer problems with software, hardware and network operations.
- Interfaced with technical and in-house customer service personnel to determine exact nature of problem.
- Maintained log of customer inquiries/concerns.
- Documented problems and correction procedures.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
Education
Bachelor of Science - Computer Science
New York Institute of Technology
Old Westbury, NY12-2000
Skills
- Strong analytical problem-solving
- Effective communication skills
- Adaptable and fast learner
- Self-directed and motivated
- Expertise in hardware and software troubleshooting
- User support and training
- Proficient in Microsoft Office Suite
- Experienced with ServiceNow platform
- Active Directory management
Certification
Hyland Certified OnBase Healthcare Administrator Professional 2024
Foreign Languages
Spanish
Timeline
Sr. IT Specialty Analyst – OnBase
Sentara HealthCare
01.2016 - Current
Sr. Business Systems Analyst – Patient Care Systems - Medical Systems Application Support Team
Sentara HealthCare
12.2008 - 01.2016
Request Operations Center (ROC) Queue Manager
Electronic Data Systems (EDS)
08.2003 - 2008
DPS Lead
Electronic Data Systems (EDS)
08.2003 - 2008
Helpdesk Analyst Sr.
Electronic Data Systems (EDS)
08.2003 - 2008
Business Analyst – Mobile Service Delivery Team
Electronic Data Systems (EDS)
08.2003 - 12.2008
Bachelor of Science - Computer Science
New York Institute of Technology
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