DEWANNA HENDERSON
MEDHOST
Clarksville,TN
1
Certification
7
years of professional experience
Healthcare IT and Application Support professional with 4+ years of experience supporting enterprise healthcare applications, EMR/EHR systems, clinical and operational workflows, healthcare interfaces, and revenue cycle technology. Extensive hands-on experience with SQL, HL7, Mirth Connect, Windows environments, Microsoft 365, Jira, and Confluence to investigate incidents, analyze data and interface activity, troubleshoot application and workflow issues, and support reliable system performance. Skilled in incident and problem management, root-cause analysis, testing, quality assurance, technical documentation, stakeholder communication, and cross-functional collaboration. Proven ability to manage high-priority issues in high-availability environments with accountability and ownership through resolution.
Work History
CUSTOMER SUPPORT ANALYST I
4 Years 6 Months- Provide technical and functional support for enterprise MEDHOST healthcare applications used by hospitals, clinical teams, operational departments, and revenue cycle stakeholders.
- Use SQL, HL7, Mirth Connect, Windows environments, EMR/EHR systems, Jira, and Confluence to investigate application behavior, analyze data and interface activity, troubleshoot incidents, document findings, and support resolution.
- Write and execute SQL queries to research reported issues, validate healthcare data, investigate discrepancies, support root-cause analysis, and verify expected system outcomes.
- Analyze HL7 messages and Mirth Connect interface activity to find message, data, workflow, transmission, and integration issues affecting connected clinical and operational systems.
- Diagnose application, interface, workflow, system, and data incidents by gathering requirements, reproducing behavior, analyzing technical evidence, and determining the proper correction or escalation pathway.
- Use Jira for issue and defect tracking, escalation coordination, status visibility, and collaboration with technical and product teams; use Confluence for technical documentation, knowledge sharing, and support resources.
- Support application configuration, implementation, maintenance, testing, quality assurance, workflow validation, and product life-cycle activities.
- Analyze clinical, operational, healthcare information management, and revenue cycle workflows to assess customer needs and the operational impact of application issues.
- Maintain ownership of incidents from intake through resolution by organizing troubleshooting activities, coordinating resources, communicating updates, documenting findings, and validating outcomes.
- Collaborate with application specialists, product teams, developers, technical resources, customers, vendors, and operational stakeholders to investigate complex incidents and drive closure.
- Document symptoms, SQL and interface findings, reproduction steps, customer impact, troubleshooting actions, escalation details, and resolutions in Salesforce, Jira, Confluence, and internal resources.
- Train and mentor new analysts on MEDHOST applications, healthcare workflows, troubleshooting, case management, documentation standards, and customer communication.
- Support high-availability healthcare customers by prioritizing incidents according to urgency, operational impact, workflow disruption, and customer needs while maintaining HIPAA compliance.
- Selected Achievements
- Achieved 100% customer satisfaction scores across multiple performance periods through effective troubleshooting, responsive communication, technical expertise, and end-to-end incident ownership.
- Reduced average issue-resolution time from 3.3 days to 0.5 days during measured reporting periods.
- Managed approximately 35 active application-support cases per week while keeping strong documentation, service quality, communication, and resolution performance.
EMERGENCY TELECOMMUNICATOR / POLICE DISPATCHER
2 Years 9 Months- Supported technology systems used for emergency response, helping ensure information was accurate, issues were addressed quickly, and daily operations continued without disruption.
- Used Computer-Aided Dispatch (CAD), NCIC, telecommunications, and records systems to enter, retrieve, verify, and communicate important information.
- Identified system and communication issues, completed initial troubleshooting, documented problems, and escalated complex technical concerns to the appropriate support teams.
- Managed multiple incidents and requests at the same time, prioritizing tasks based on urgency, safety, and operational needs.
- Worked closely with law enforcement, fire, EMS, supervisors, IT teams, and outside agencies to share information, resolve issues, and coordinate services.
- Communicated clearly with users, leadership, and partner agencies during high-pressure situations while providing accurate updates and instructions.
- Maintained accurate incident records, system documentation, and communication logs to support reporting and daily operations.
- Used sound judgment, teamwork, and problem-solving skills to support technology-based operations in a fast-paced environment.
ADMINISTRATIVE ASSISTANT / STUDENT INTERN
- Supported scheduling, records management, customer communication, correspondence, and administrative workflows while maintaining confidentiality and accuracy.
- Coordinated requests across departments, reviewed documentation for completeness, and provided timely follow-up to customers and stakeholders.
Education
Associate of Applied Business - Human Resource Management
Bachelor of Science - Business Administration – Information Technology Management
In Progress, Expected 2027
Skills
MEDHOST | EMR/EHR Systems | HL7 | Mirth Connect | Healthcare Interfaces
Revenue Cycle Systems | Clinical Workflows | HIPAA
SQL | Windows OS | Application Support | Software Troubleshooting | Root-Cause Analysis
Incident & Problem Management | Implementation Support | Technical Documentation
Knowledge Management | User Training | Jira | Confluence
Salesforce CRM | Microsoft 365 | Power BI | IBM AS/400 | IBM iNavigator
Certification
- APCO Basic Telecommunicator
- Emergency Medical Dispatch
- Emergency Fire Dispatch
- NCIC Certification
- CPR Certification
ADDITIONAL EXPERIENCE
Assistant Manager, Cash Express | Customer Service Representative, Walmart | Guest Services Clerk, Kroger | Cashier, Tiger Market/Exxon
Timeline
CUSTOMER SUPPORT ANALYST I
MEDHOST
01.2022 - CurrentRead More
ADMINISTRATIVE ASSISTANT / STUDENT INTERN
Mid-Cumberland Workforce Services
07.2019 - 07.2019Read More
EMERGENCY TELECOMMUNICATOR / POLICE DISPATCHER
Metro Nashville-Davidson Government
04.2019 - 01.2022Read More
Western Governors University
Bachelor of Science from Business Administration – Information Technology Management
Read More
Eastern Gateway Community College
Associate of Applied Business from Human Resource Management
Read More