DANA JOHNS
Parkville,MD
Summary
Multi-talented support specialist effective at managing information, technical concerns, and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship-building and critical thinking skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
PLATFORM SUPPORT SPECIALIST
Invita Healthcare Technologies
Baltimore, Maryland
09.2024 - Current
- Supported UDI Tracker and other InVita software solutions, assisting users with configuration, training, and issue resolution.
- Provided technical support for healthcare software applications and systems.
- Assisted over 600+ databases with 1000+ clients with troubleshooting and resolving software-related issues.
- Collaborated with cross-functional teams to enhance product features based on feedback.
- Provided support for resolving customer complaints regarding application behavior reported by end users via ticketing system or hotline calls promptly within SLAs defined by the organization's policies.
IMAGING SUPPORT SPECIALIST
Mercy Medical Center
Baltimore, MD
05.2019 - Current
- Co-ordinated secure transfer of over 5,000 patient images daily to Radiology Database, lowering turnaround time of patient reports by 27%
- Processed and shipped 1500+ CDs/reports monthly for patients' records ensuring proper care, resulting in 92% completion rate within optimal timelines
- Streamlined troubleshooting process for Radiology software and devices, while assisting other departments with troubleshooting issues
- Enabled communication between Radiologists/Doctors and individual patients resulting in quick turn around times
- Developed and analyzed daily report of missing chart information presented to supervisors.
- Conducted quality control measures to verify accuracy of images before submitting them for review by medical professionals, Resulting in 0 HIPPA violations during my tenure here
PATIENT TRANSPORTER
Mercy Medical Center
Baltimore, MD
08.2017 - 05.2019
- Helped staff keep patients moving between appointments by coordinating smooth transport.
- Collaborated with nursing staff to coordinate patient transfers and report any changes in condition.
- Assisted patients in moving to and from various areas within healthcare facility.
- Demonstrated strong knowledge of facility layout to ensure timely arrival at designated locations.
- Monitored vital signs of patients when required during transport and reported any concerns immediately to medical staff.
CASHIER
FOODLION
07.2015 - 07.2017
- Handling customer's money, providing exact change all while providing quality customer service
- Occasionally assisting stocking crew and moving freight
- Frequently Corralling carts left in parking lot
HOME AND KIDS AREA ASSOCIATE
KOHLS
05.2014 - 04.2015
- Handling customer's money at point of sale, soliciting credit, all while providing customer service
- Cleaning sales floor, organizing merchandise and assisting customers to provide an enjoyable shopping environment for the customer
Education
Bachelor of Science - Computer Information Systems
Morgan State University
Baltimore, MD05-2027
Associate of Science - General Studies
COMMUNITY COLLEGE OF BALTIMORE COUNTY
Rosedale, MD06.2017
Skills
- Operating systems knowledge (Windows & MacOS)
- Teamwork and Cooperation
- Call Center Experience
- Hospital environment Experience
- Network Connectivity Solutions
- Database management
- End-user support
- ITIL Knowledge
- Technical support
- Ticketing software (JIRA)
- Software troubleshooting
- Comptia Certified (A, Network, Security)
Certification
- CompTIA A+ 02/2023
- CompTIA Network+ 08/2023
- CompTIA Security+ 01/2024
Activities
- BCPS High School JV basketball Coach at Kenwood High School
- Music artist/audio engineer
Timeline
PLATFORM SUPPORT SPECIALIST
Invita Healthcare Technologies
09.2024 - Current
IMAGING SUPPORT SPECIALIST
Mercy Medical Center
05.2019 - Current
PATIENT TRANSPORTER
Mercy Medical Center
08.2017 - 05.2019
CASHIER
FOODLION
07.2015 - 07.2017
HOME AND KIDS AREA ASSOCIATE
KOHLS
05.2014 - 04.2015
Bachelor of Science - Computer Information Systems
Morgan State University
Associate of Science - General Studies
COMMUNITY COLLEGE OF BALTIMORE COUNTY
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