Denzel Adams
Columbus,OH
Summary
Certified IT professional with a decade of experience in customer service across diverse, task-oriented and medical environments, now transitioning into IT support roles. Detail-oriented, analytical, and collaborative, with a strong passion for empowering others to succeed. Expertise in troubleshooting, technical support, and system administration, with a proven ability to exceed client expectations. Exceptional communication skills, highly adaptable, and dependable, with a commitment to driving operational efficiency and continuous improvement.
Overview
7
7
years of professional experience
Work History
Clinical Applications Technician
The Ohio State Wexner Medical Center
08.2023 - Current
- Provide clinical expertise and technical support for Epic and IHIS, ensuring efficient system functionality for research, clinical, and administrative teams.
- Perform technical installations and system integrations for new clinical applications, enhancing organizational performance.
- Manage user support for Epic/IHIS systems, offering training on workflows, troubleshooting issues, and performing software upgrades.
- Serve as a key liaison between end-users, vendors, and IT teams, ensuring timely resolutions for system-related issues.
- Assist with the implementation of new software updates and enhancements to improve patient care processes.
- Support the integration of clinical information systems to optimize administrative functions and improve patient outcomes.
Desktop Support Technician
The Ohio State Wexner Medical Center
03.2022 - 08.2023
- Provide second-level support and maintenance for desktop systems and peripheral computing environments at OSUMC.
- Install, monitor, and maintain desktop hardware, software, and peripherals at both the unit and individual component levels.
- Perform routine and project-related break/fix, troubleshooting, and deployment tasks within the medical center.
- Contribute to operational objectives by proactively conducting system maintenance, patching, upgrades, and platform refreshes.
- Apply advanced computer skills and deep knowledge of various operating systems, network administration, and service desk management.
- Collaborate with Project Managers to install and update innovative technologies for new buildings and departments within OSUMC.
- Troubleshoot network-related issues, utilizing a strong understanding of network infrastructure, firewalls, proxies, and load balancing.
- Apply knowledge of cloud-based load-balancing architectures (e.g., AWS, Azure) to optimize performance and resolve issues.
- Programmatically configure and optimize Application Delivery Controllers (ADC).
- Oversee the daily administration and project management of mission-critical Layer 1 infrastructure, including structured cabling, power systems, and physical telecommunications spaces and data centers.
- Led and mentored junior technicians in supporting and maintaining desktop systems, telephony, video, and other peripheral equipment across OSUWMC.
- Manage and maintain both horizontal and backbone cabling, including copper and optical fiber networks, with a focus on compliance, budget management, and infrastructure design.
- Ensure quality control and adherence to standards in the maintenance of power systems, uninterruptible power supplies (UPS), and all related infrastructure elements.
Patient Access Coordinator II
The Ohio State Wexner Medical Center
11.2021 - 03.2022
- Processed FMLA/Disability forms and prepped patients for procedures
- Managed telehealth setups and assisted with initial care appointments
- Trained and mentored new hires on departmental procedures and standards
- Collaborated with multidisciplinary teams to improve patient care workflows
Patient Access Coordinator I
The Ohio State Wexner Medical Center
02.2020 - 11.2021
- Managed scheduling, appointment confirmation, and insurance verification for patients
- Utilized Epic, Outlook, and Workday for clinical software support
- Provided front-line support to patients and staff in a busy healthcare environment
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Organized patient records and databases to facilitate information storage and retrieval.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into the system.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments, and filed medical records.
- Followed document protocols to safeguard the confidentiality of patient records.
Help Desk Technician
The Ohio State University
08.2019 - 02.2020
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up workstations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
Service Desk Operator
Gap Inc
12.2018 - 08.2019
- Engaged in user support interactions via telephone, chat, and email platforms.
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Troubleshoot Active Directory, Duo, and Junos Pulse for internal systems
- Managed Office 365 account issues and Zoom communication platforms
- Provided support for Avaya One-X Agent and BitLocker administration
IS Support Analyst
Nationwide Children’s Hospital
07.2018 - 12.2018
- Supported Epic, Allscripts, and MOMs clinical software
- Delivered timely technical support and issue resolution via ServiceNow
- Managed Active Directory deployments and remote troubleshooting
- Experience with Active Directory's Deployment Tool, and Dameware remote tool.
- Experience with retrofitting systems, and Windows 10 support.
- Provide accurate and timely logging and resolution of issues in the Service Management system
- Technical aptitude and working knowledge of fundamental operations of Windows, PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, and scanners
Help Desk Analyst
PCM
10.2017 - 07.2018
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided basic end-user troubleshooting and desktop support.
Education
Bachelor of Arts - Gender Studies
Southern New Hampshire University
Manchester, NH05-2024
Bachelor of Arts - Liberal Arts
Southern New Hampshire University
Manchester, NH11-2023
Skills
- Windows OS Utilities: Hard drive management and system troubleshooting
- Network & Connectivity: Troubleshoot both internal and external network issues
- Software Management: Install, configure, maintain, and uninstall software
- End-User Support: Setup and maintain PCs, devices, and software
- Networking Fundamentals: Basic knowledge of TCP/IP, DNS, DHCP, and security/forensics
- Customer Support: Provide responsive and effective support
- IP Configuration: Apply static IPs across multiple devices
- Microsoft Office: Intermediate proficiency in Excel
- Printer & Hardware Support: Installation, maintenance, and troubleshooting
- Cloud Services: Basic knowledge of AWS and Azure
- Data Management: Develop and maintain Mac support services and work with data provisioning
- Device Assembly: Configure components per customer specifications
Accomplishments
- Epic Systems Integration: Led the installation and configuration of Epic software, ensuring seamless integration into clinical workflows and improving overall system performance for healthcare providers.
- Telehealth Solution Implementation: Assisted in troubleshooting and establishing telehealth communication systems, enhancing patient access to care and improving clinical efficiency.
- Clinical Application Training: Delivered end-user training on clinical applications, enabling healthcare professionals to effectively utilize EHR systems for patient management and care coordination
Additional Information
Technical Proficiencies
- Operating Systems: Windows (7/10), macOS
- Healthcare Software: Epic, IHIS, Allscripts, MOMs
- Networking Tools: TCP/IP, DNS, DHCP, AWS, Azure
- Ticketing & IT Management: ServiceNow, Salesforce, Kaseya
- Other Tools: Microsoft Office Suite (Excel, Word, Outlook), SolarWinds, VMware
Additional Information
- Communication: Strong verbal and written communication skills, particularly in explaining technical concepts to non-technical users
- Project Management: Led and supported a variety of IT projects from planning through deployment
- Team Leadership: Experienced in mentoring and training new employees to meet departmental goals
Timeline
Clinical Applications Technician
The Ohio State Wexner Medical Center
08.2023 - Current
Desktop Support Technician
The Ohio State Wexner Medical Center
03.2022 - 08.2023
Patient Access Coordinator II
The Ohio State Wexner Medical Center
11.2021 - 03.2022
Patient Access Coordinator I
The Ohio State Wexner Medical Center
02.2020 - 11.2021
Help Desk Technician
The Ohio State University
08.2019 - 02.2020
Service Desk Operator
Gap Inc
12.2018 - 08.2019
IS Support Analyst
Nationwide Children’s Hospital
07.2018 - 12.2018
Help Desk Analyst
PCM
10.2017 - 07.2018
Bachelor of Arts - Gender Studies
Southern New Hampshire University
Bachelor of Arts - Liberal Arts
Southern New Hampshire University
Similar Profiles
Jennifer SuttonJennifer Sutton
Member Services Associate at Ohio State Wexner Medical Center Health and Fitness CenterMember Services Associate at Ohio State Wexner Medical Center Health and Fitness Center
Kira ThomasKira Thomas
Registered Nurse, Emergency Department Observation at The Ohio State Wexner Medical CenterRegistered Nurse, Emergency Department Observation at The Ohio State Wexner Medical Center
Sierrah KorpieskiSierrah Korpieski
IRP Registered Nurse at The Ohio State Wexner Medical CenterIRP Registered Nurse at The Ohio State Wexner Medical Center