Summary
Overview
Work History
Education
Skills
Timeline
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Diana Linehan

Lynn,MA

Summary

Results-driven Clinical Applications Specialist with extensive experience at Sports Medicine North, recognized for delivering outstanding technical support and user training. Proven ability in application troubleshooting and project management, leading to improved clinical workflows and a significant decrease in support calls. Strong communicator adept at fostering team collaboration and cultivating lasting customer relationships.

Overview

19
19
years of professional experience

Work History

Clinical Applications Specialist

Sports Medicine North
Peabody, MA
07.2024 - Current
  • Adapted applications for various platforms, including mobile, desktop, and web.
  • Assisted with the design, implementation, and management of large-scale application infrastructure projects.
  • Collaborated with management in multiple departments to drive clinical process change initiatives.
  • Collaborated with user experience teams on the design and implementation of new features.
  • Diagnosed and resolved system issues using various troubleshooting and testing methods.
  • Developed training materials and conducted user education sessions for physicians, nurses, and other medical staff.
  • Established and maintained lasting customer relationships through dynamic communication and quick issue resolution.
  • Identified opportunities for process improvements to decrease support calls.
  • Installed, repaired, or performed troubleshooting on telehealth technology applications or systems.
  • Offered go-live support during critical activation periods for smooth implementation.
  • Performed maintenance tasks such as patching and upgrading software packages.
  • Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
  • Tested and validated new applications prior to release in production environments.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to products and services.
  • Provided technical support to customers for the installation, configuration, and troubleshooting of applications.
  • Coordinated installation of software systems and collaborated with user experience teams on the design and implementation of new features.

Help Desk Support & IT Team Lead

Sports Medicine North
Peabody, MA
01.2008 - 07.2024
  • Allocated resources efficiently and delegated tasks effectively.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Assisted in developing strategies for improving overall efficiency of the IT department.
  • Completed day-to-day duties accurately and efficiently.
  • Conducted regular performance reviews for the IT team members.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Installed and performed minor repairs to hardware, software, or peripheral equipment.
  • Maintained positive working relationships with fellow staff and management.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Monitored progress of all ongoing projects, identified risks, and implemented corrective action as needed.
  • Performed a variety of clerical and administrative duties pertaining to on-site support.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Provided support to end users when they encountered problems with their systems or applications.
  • Provided technical leadership on the design, development, and deployment of applications.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Resolved conflicts between team members in a professional manner.
  • Set up equipment for employee use, performing or properly installing cables, operating systems, or software.
  • Supervised and directed workers engaged in the installation of data communication equipment and software.

Administrative Assistant

Sports Medicine North
Peabody, MA
08.2006 - 01.2008
  • Assisted with the planning of special events by arranging catering services, securing venues, and ordering promotional materials.
  • Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Created travel arrangements and distributed travel details to appropriate personnel.
  • Maintained inventory of office supplies and placed orders when necessary.
  • Organized files, developed spreadsheets, faxed reports, and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Used notepad to compose and transcribe meeting minutes.

Education

High School Diploma -

Lynn English High School
Lynn, MA
06-2004

Skills

  • Application troubleshooting
  • Clinical and end-user training
  • Clinical workflows
  • Customer support
  • Goal setting
  • Interpersonal skills
  • Multitasking
  • Organizational skills
  • Proficient in Microsoft Office as well as Microsoft 365
  • Project management
  • Reliability
  • Software installation
  • Team collaboration
  • Team leadership
  • Technical support

Timeline

Clinical Applications Specialist

Sports Medicine North
07.2024 - Current

Help Desk Support & IT Team Lead

Sports Medicine North
01.2008 - 07.2024

Administrative Assistant

Sports Medicine North
08.2006 - 01.2008

High School Diploma -

Lynn English High School

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Diana Linehan