Summary
Overview
Work History
Timeline
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DENISE MARTINEZ

Denver,CO

Summary

Professional with solid background in systems analysis and proven track record of delivering impactful solutions. Skilled in data analysis, problem-solving, and optimizing system performance. Strong focus on team collaboration and achieving results. Known for adaptability, reliability, and clear communication.

Overview

11
11
years of professional experience

Work History

System Analyst

Intermountain Healthcare
09.2024 - Current
  • Collaborated with cross-functional teams to develop system solutions tailored to business needs.
  • Provided technical support for end-users, resolving issues promptly and effectively.
  • Enhanced user experience through the implementation of interface updates and usability improvements.
  • Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
  • Developed strong communication skills through regular interactions with team members, supervisors, and other stakeholders involved in AI projects.
  • Contributed ideas during team meetings which led to new approaches being adopted in ongoing projects successfully increasing project efficiency levels.
  • Assisted in designing an AI-powered chatbot, leading to enhanced user experience and increased customer satisfaction.
  • Enhanced AI model accuracy by refining training data and implementing optimization techniques.
  • Debugged and refined codebase to improve software performance while maintaining high-quality standards within the team.
  • Stayed current with advancements in artificial intelligence technology by attending workshops and pursuing ongoing education opportunities.
  • Collaborated with cross-functional teams to design, develop, and integrate AI technologies into existing systems.
  • Provided technical support to clients, resolving complex issues related to AI systems and software.
  • Performed rigorous testing on AI components before deployment, ensuring reliability and functionality under diverse conditions.
  • Troubleshot hardware and software issues related to AI infrastructure, reducing system downtime.

Lead Client Field Services

Intermountain Health
09.2021 - 09.2024
  • Always willing to learn and take on challenging projects and tasks
  • Work as a mentor and point of contact for other team members
  • Coordinates and provides hands on support in partnership with other IT support teams
  • Works professionally and efficiently with Vendors and teammates to resolve issues affecting end users
  • Coordinates and provides support in partnership with other IT departments to resolve issues, complete tasks, and project completion
  • Delivered reports about project activities to different departments within company
  • Managed delivery of projects and programs to achieve desired quality outcomes
  • Provided users with IT support to deliver optimal customer service
  • Provided users with technical support for computer problems
  • Met with department heads, managers, supervisors, and vendors to solicit cooperation and resolve problems
  • Worked with management to determine IT objectives to improve business outcomes
  • Gathered feedback from end users about system performance
  • Tested, maintained, and monitored computer programs and systems and coordinated installation of computer programs and systems
  • Provided staff and users with assistance solving computer-related problems, such as malfunctions, and program problems
  • Recommended areas for improvement by monitoring and evaluating processes, tools and design

End User Analyst I & II

Intermountain Healthcare
02.2019 - 08.2021
  • Defined problems, collected data, established facts and validated conclusions
  • Committed to delivering excellent customer service while working in a fast-paced environment
  • Provided efficient and courteous service to customers at all times
  • Worked with coworkers to complete tasks
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
  • Managed and coordinated multiple projects while ensuring timely completion
  • Responded quickly to meet customer needs and resolve problems
  • Focused on learning new skills and staying updated with industry changes
  • Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
  • Participated in ongoing training to enhance my technical skills and knowledge

Technical Analyst

SCL Health
10.2016 - 02.2019
  • Assisted with maintenance of service desk knowledge base
  • Documented all issues and generated reports detailing common problems and error trends
  • Successful background of applying technical and problem-solving skills
  • Supported over 900 systems for 10 hospitals and over 100 clinics
  • Experience in different EPIC environments Worked with users over the telephone, direct PC to PC connection or via email to troubleshoot technical issues
  • Worked with users over the telephone, direct PC to PC connection or via email to troubleshoot technical issues
  • Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.

Recruiter

Sales Partnerships Inc
02.2016 - 10.2016
  • Filled 150+ positions with highly skilled candidates
  • Sourced, interviewed and hired candidates for positions ranging in sales and IT
  • Exceeded weekly hiring goals
  • Recognized as top recruiter regularly
  • Ability to handle assignments independently and met deadlines
  • Provided timely, responsive follow-up with both candidates and hiring teams
  • Filled key vacancies with qualified candidates

Member Service Representative

Kaiser Permanente
01.2014 - 03.2016
  • Served as a resource for members and providers regarding benefits and policies
  • Listened to member concerns and requests regarding their health care
  • Transferred calls to physicians, nursing staff and other departments
  • Performed research using EPIC for claims and hospital billing
  • Developed multitasking skills to ensure after-call work was kept at or Department goal
  • Mediated between members and providers acting as a patient advocate
  • Complied with all policies and procedures on ongoing basis and maintained work area in compliance with HIPAA guidelines
  • Reported compliance at risk situations to corresponding parties regarding possible HIPAA violations
  • Handled an average of60 calls per day
  • Maintained95% and above quality assurance scores
  • Provided excellent customer service ensuring first call resolution
  • Diffused supervisor requests by instilling trust to callers
  • Negotiated payment plans with members
  • Voluntarily participated in trainings for career development and new skills
  • Assisted with online portal technical issues
  • Created tickets for IT department for technical issues that needed to be escalated
  • Worked with claims management software such as JARS and Tapestry
  • Supported small business customers via inbound technical support calls
  • Offered best-in-class service to members through prompt, courteous, and professional interactions
  • Handled sensitive and confidential information with discretion to maintain department security

Timeline

System Analyst

Intermountain Healthcare
09.2024 - Current

Lead Client Field Services

Intermountain Health
09.2021 - 09.2024

End User Analyst I & II

Intermountain Healthcare
02.2019 - 08.2021

Technical Analyst

SCL Health
10.2016 - 02.2019

Recruiter

Sales Partnerships Inc
02.2016 - 10.2016

Member Service Representative

Kaiser Permanente
01.2014 - 03.2016

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DENISE MARTINEZ