Dryon Washington
Powder Springs,GA
Summary
Resourceful IT professional with strong expertise in customer service, technical support, and IT systems administration. Highly proficient in troubleshooting, user account management, and IT infrastructure support, with certifications in Google IT Support, SQL, Linux, and Java. Proven track record in optimizing IT environments and providing training on security protocols, software, and hardware management. Known for delivering exceptional customer satisfaction and technical solutions in fast-paced, team-oriented settings.
Overview
6
6
years of professional experience
Work History
Applications Analyst
Children's Hospital of America
09.2024 - Current
- Managed and Supported Healthcare Applications: Oversaw the implementation, maintenance, and optimization of critical healthcare applications used across clinical and administrative departments
- Ensured that all applications were functioning effectively to support hospital operations, including patient management, electronic health records (EHR), and other clinical systems
- User Support & Troubleshooting: Provided expert-level support to healthcare professionals and administrative staff, resolving application issues and offering training on system features
- Acted as a liaison between end-users (doctors, nurses, administrative staff) and the IT department to address software-related concerns and improve system usability
- System Implementation & Upgrades: Played a key role in the implementation of new applications and upgrades to existing systems
- Worked closely with cross-functional teams, including clinical staff and IT professionals, to ensure seamless transitions and minimal disruption to patient care and hospital workflows
- Configuration and Customization: Configured and customized applications to meet the specific needs of the hospital’s departments, including creating user profiles, setting up permissions, and ensuring integration with other hospital systems
- Managed application settings to ensure compliance with hospital policies and regulatory standards (HIPAA, HITECH)
- Application Integration: Supported the integration of third-party applications and systems with hospital platforms such as EHRs, pharmacy systems, laboratory information systems (LIS), and billing systems
- Ensured data flow was seamless across systems to improve patient care, billing accuracy, and operational efficiency
- Worked with vendors to troubleshoot and resolve issues related to software bugs, patching, and performance
- Training & Documentation: Developed training materials and conducted user training sessions for hospital staff on new application features and best practices
- Created comprehensive documentation for system configurations, troubleshooting guides, and user manuals, ensuring ongoing support and knowledge transfer within the team
- Data Analysis & Reporting: Utilized hospital applications to analyze system performance data and generate reports for stakeholders
- Provided insights into application usage, performance metrics, and suggested improvements based on data trends
- Contributed to reporting initiatives to support patient care and hospital management
- Collaboration with Clinical & IT Teams: Collaborated with clinical teams to understand workflow requirements and optimize application usage to enhance patient care
- Worked closely with IT professionals to troubleshoot complex issues, participate in system upgrades, and maintain the hospital’s IT infrastructure
- Regulatory Compliance & Security: Ensured that all applications adhered to healthcare regulations and compliance standards, such as HIPAA, and managed security updates, patches, and application access controls to safeguard patient data and ensure the confidentiality, integrity, and availability of sensitive health information
- Continuous Improvement: Actively participated in process improvement initiatives, providing feedback and recommendations on application performance and workflow enhancements to streamline hospital operations and improve patient outcomes
IT Coordinator
Fitzco
08.2023 - Current
- Lead the installation, configuration, and maintenance of hardware/software systems, ensuring optimal system performance and minimal downtime
- Provide comprehensive technical support and training to 120 employees, addressing hardware, software, and network issues
- Administer Microsoft 365 and Azure Active Directory, enhancing system security and access management
- Implemented a company-wide ticketing system, improving IT support workflows and response time
- Utilize JAMF MDM to enable and update software on all platforms/devices, ensuring compliance with company standards
- Offer strategic advice on IT decisions, contributing to the development of an optimized tech infrastructure
Identity Access Management / Help Desk Specialist
RHA Health Services
10.2022 - 08.2023
- Designed and implemented IAM policies for the creation, maintenance, and termination of user accounts and system access controls
- Conducted regular security audits, reviewing activity logs to identify and mitigate unauthorized access or data breaches
- Provided in-depth training to employees on IAM best practices, including password management and recognizing security threats
- Assisted in migrating legacy systems to newer platforms, maintaining user credentials and access rights during the transition
- Led the implementation of SSO technologies, streamlining user access to multiple applications with a unified login experience
IT Support Specialist
Twitter
01.2022 - 10.2022
- Provided technical support to Twitter employees and users, resolving hardware/software issues and network problems in a timely manner
- Collaborated with cross-functional teams to deploy IT solutions aligned with organizational needs and user requirements
- Documented, tracked, and resolved IT support tickets, identifying recurring issues and implementing preventive measures
- Stayed up-to-date on emerging IT trends, optimizing support practices and troubleshooting techniques for better efficiency
- Delivered training on new technologies and IT best practices to ensure continued system performance
Help Desk Analyst
Starbucks
05.2021 - 01.2022
- Supported end users by resolving technical issues related to hardware, software, and network systems
- Managed help desk tickets, effectively prioritizing requests and ensuring timely resolution while keeping users informed
- Collaborated with IT teams to solve complex issues, maintaining clear communication and accurate documentation of solutions
- Provided security awareness training to employees, ensuring compliance with company policies and safeguarding sensitive data
- Installed and configured both software and hardware to ensure seamless operations across the organization
Genius
Apple
01.2019 - 01.2021
- Provided exceptional technical support for Apple customers, troubleshooting hardware, software, and network issues
- Led a team of Geniuses in delivering high-quality customer service and technical solutions in a fast-paced retail environment
- Developed and implemented training programs for new Geniuses, improving both technical and customer service skills
- Managed the Genius Bar, overseeing daily operations, and ensuring all customer issues were resolved to satisfaction
- Gathered customer feedback to inform product improvements and refine Apple’s service offerings
Education
Bachelor of Health Sciences - Healthcare IT, Patient Care Management, Medical Informatics, Health Policy
Georgia Highlands University
05.2027
Skills
- IT Support & Troubleshooting
- Identity & Access Management (IAM)
- Single Sign-On (SSO)
- SQL & Linux
- Technical Documentation & Training
- System & Network Security
- Cloud Services (Azure, Microsoft 365)
- Project Management & Team Leadership
- Workday
- Customer Service & Conflict Resolution
Certificationsandskills
Google IT Support Fundamentals, 4, Microsoft Office Suite, 7, Azure, 6, SQL & Linux, Intermediate, Java, Intermediate, Mac OS, 7, Windows OS, 7, Multi-Factor Authentication (MFA), 3, Identity & Access Management (IAM), 2, Leadership & Conflict Resolution, 7, Windows, MacOS, Linux, Azure, Microsoft 365, SSO, VPN, Multi-Factor Authentication, JAMF MDM, ServiceNow, Active Directory, MS Office Suite
Timeline
Applications Analyst
Children's Hospital of America
09.2024 - Current
IT Coordinator
Fitzco
08.2023 - Current
Identity Access Management / Help Desk Specialist
RHA Health Services
10.2022 - 08.2023
IT Support Specialist
Twitter
01.2022 - 10.2022
Help Desk Analyst
Starbucks
05.2021 - 01.2022
Genius
Apple
01.2019 - 01.2021
Bachelor of Health Sciences - Healthcare IT, Patient Care Management, Medical Informatics, Health Policy
Georgia Highlands University
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