Diane Prater
Imperial,MO
Summary
At Washington University School of Medicine, excelled as a User Support Analyst II, mastering Epic Scheduling and Registration applications and significantly enhancing user satisfaction. Leveraging skills in remote support and exceptional customer communication, troubleshoot and collaborative problem-solving, achieving streamlined processes and fostering strong stakeholder relationships.
Savvy expert experienced in troubleshooting Epic software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skill . Ready to help team achieve company goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
28
28
years of professional experience
Work History
User Support Analyst II
Washington University School of Medicine
08.1996 - Current
- Served as a subject matter expert on the Epic Scheduling and Registration applications, providing valuable insights during the product development process
- Worked on projects with Wash U department heads to review outstanding concerns having with Epic devising targeted action plans for resolution in a timely manner.
- Troubleshoot issues staff are having within Epic for scheduling or patient registration issues on a daily basis and help to support processes for increased efficiency with their workflows
- Streamlined support processes for increased efficiency and reduced response times to user inquiries.
- Collaborated with cross-functional teams to identify, analyze, and resolve system-wide issues affecting multiple users.
- Maintained detailed documentation of support interactions for future reference and analysis, enabling continuous improvement efforts.
- Resolved complex technical problems with innovative troubleshooting techniques and clear communication to users.
- Provided exceptional customer service, consistently exceeding expectations in resolving user concerns and building rapport with clients.
- Provided remote assistance to off-site employees experiencing technical difficulties while maintaining high levels of data security protocols at all times.
- Contributed to the successful rollout of company-wide software updates by ensuring thorough testing and seamless implementation strategies.
- Developed strong relationships with key stakeholders, fostering open communication channels for ongoing support needs.
- Work out of Service Now system for out ticketing system for tracking incoming tickets from departments and to be able to document the work that was done and also be able to communicate with staff as to what was being done to resolved their issues.
- Managed approximately 3-4 large projects going on at one time as well has handling 8-10 incident tickets per day reporting issues end users are experiences as well as attending multiple meetings in the same day for various projects I am working on .
- Enhanced user satisfaction by providing timely and accurate technical support for software issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
Education
Certificate - Dental Assisting
St Louis Community College - Meramec
St Louis05.1980
High School Diploma -
Lindbergh High School
Saint Louis, MO06.1979
Skills
- Technical issues analysis
- Professionalism
- Customer Communication and Empathy
- Build and Support scheduling and registration processes in Epic for schedulers and clinical staff to use with their daily work
- Teamwork and Collaboration
- Attention to Detail
- Microsoft Windows and Office
- Reliability
- Adaptability and Flexibility
Timeline
User Support Analyst II
Washington University School of Medicine
08.1996 - Current
Certificate - Dental Assisting
St Louis Community College - Meramec
High School Diploma -
Lindbergh High School