Douglas Emerson
Port Monmouth,NJ
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Radiology Support Specialist
Large Metropolitan Healthcare Facility
07.2020 - Current
- Implementation and support of US, XR and Mammography modalities for large metropolitan healthcare facility.
- Applications reconciliation providing processes to reconcile patient exams between systems to ensure patient data integrity.
- Act as liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Client Support Engineer
Imaging Advantage/Envision Health
04.2015 - 07.2020
- Provided onsite workstation IT, DICOM, networking and HL-7 support to large radiology group consisting of 25 plus facilities and 75 radiologists in NY/NJ area
- Supplied daily technical PACS, RIS support for tele-radiologists through remote access which included applications, hardware and network issues troubleshooting and voice recognition technology and enhanced customer satisfaction by providing timely resolutions.
- Delivered exceptional client service by offering personalized solutions to meet their specific needs.
- Coordinated technical liaison for go-live scenarios by supporting back-end systems and workflow troubleshooting issues, ensuring smooth implementation
- Facilitated implementation, deployment and support for NYS/NYC QA compliance and display calibration software which included MQSA for 100+ workstations in NY area
- Developed comprehensive documentation for common troubleshooting procedures, improving resolution time for recurring issues.
PACS Specialist/Consultant
Christ Hospital/Carepoint
04.2014 - 04.2015
- Responsible for delivering technical consulting, implementation, and integration services on complex Radiology/Cardiology projects including initial implementations of add-on sites utilizing new products and technologies
- Responsibilities include maintaining modalities, order/exam continuity, training end users and physicians, systems upgrades and implementations
- Enhanced overall system performance by monitoring and troubleshooting issues with PACS applications, servers, and networks.
- Contributed to departmental meetings and initiatives by providing expert guidance on PACS-related topics.
- Facilitated communication between radiologists, referring physicians, technologists, and other relevant parties regarding specific image requests or concerns as needed.
Client Support Manager
Virtual Radiologic Corp.
06.2011 - 04.2014
- Company Overview: Virtual Radiologic regrouped and evolved into Imaging Advantage one year later
- Virtual Radiologic regrouped and evolved into Imaging Advantage one year later
- Provided onsite workstation IT, DICOM, networking and HL-7 support to large radiology group NY Radiology Alliance, consisting of 25 plus facilities and more than 75 radiologists in NY/NJ area
- Supplied daily technical PACS, RIS support for tele-radiologists through remote access which included applications, hardware and network issues troubleshooting and voice recognition technology and enhanced customer satisfaction by providing timely resolutions.
- Delivered exceptional client service by offering personalized solutions to meet their specific needs.
- Coordinated technical liaison for go-live scenarios by supporting back-end systems and workflow troubleshooting issues, ensuring smooth implementation
- Facilitated implementation, deployment and support for NYS/NYC QA compliance and display calibration software which included MQSA for 100+ workstations in NY area
- Developed comprehensive documentation for common troubleshooting procedures, improving resolution time for recurring issues.
Radiology Systems Doctor Liason
UMDNJ
01.2010 - 06.2011
- Department liaison for all Radiology applications and systems related issues.
- Served as radiology point person in upgrades and ongoing support.
- Maintained system documentation, workflow analysis to include establishing and automating the manual radiologist peer review process.
- Developed and implemented policies and procedures in cooperation with other departments to assure that system monitoring and effective back-up procedures are followed and provide end-user training.
- Participated in quality improvement initiatives to optimize clinical processes and enhance overall patient care standards.
- Evaluated and improved STAT turnaround times workflow, including identifying and fixing paper-based processes, prioritizing urgent studies and educating referring physicians on ranking studies based on patient's condition.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
Education
Associate of Science - Radiologic Technology
Methodist Hospital
Brooklyn, New YorkBachelor of Science - Health Administration
Redding University
PACS Administrator Training School -
Massachusetts General Hospital
Boston, MASkills
- Medical Imaging
- Hardware troubleshooting
- Voice Recognition (VR) Software
- End User Training
- SQL Server Express
- Windows / Active Directory
- Service Desk Operations
- Remote Support Applications
- Display Monitor Calibrations
- DICOM Modality Configuration
Certification
- PAC's Administrator Training School - RCG HealthCare Consulting
- Project Management Methodology Series - All Phases - Office of Information Services and Technology - UMDNJ
Timeline
Radiology Support Specialist
Large Metropolitan Healthcare Facility
07.2020 - Current
Client Support Engineer
Imaging Advantage/Envision Health
04.2015 - 07.2020
PACS Specialist/Consultant
Christ Hospital/Carepoint
04.2014 - 04.2015
Client Support Manager
Virtual Radiologic Corp.
06.2011 - 04.2014
Radiology Systems Doctor Liason
UMDNJ
01.2010 - 06.2011
Bachelor of Science - Health Administration
Redding University
Associate of Science - Radiologic Technology
Methodist Hospital
PACS Administrator Training School -
Massachusetts General Hospital
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