JAMES DOGGETT
Atlanta,GA
Summary
IT Support Specialist experienced in IT operations and remote support within clinical applications including EPIC and MyChart. Delivered effective troubleshooting and issue resolution while ensuring comprehensive documentation and compliance with standard operating procedures. Supported onboarding for Radiologists and clinical staff, fostering clear communication with internal and external stakeholders.
Overview
19
19
years of professional experience
Work History
PHYSICIAN SYSTEMS ANALYST
INNOVA HEALTH SYSTEM
06.2026 - Current
- Ensured reliable use of EPIC and other clinical applications by resolving technical issues, communicating effectively, and documenting processes accurately. Provided exceptional white glove service, creating seamless one-stop shop experience for newly onboarded clinicians and external/internal customers including patients in MyChart.
- Remote
- Collaborated with nurses, specialists, and care teams on coordinated treatment decisions.
CLINICAL SERVICE DESK
US RADIOLOGY SPECIALISTS
04.2024 - 06.2026
- Delivered first level support for clinical applications to radiologists and staff, ensuring timely resolution of technical issues. Application support includes installation, authentication & access, profile management, basic troubleshooting of any issue. Registered and classified incidents and service requests, contributing to efficient tracking and management of IT customer service-related issues. Responded promptly to address issues through phone, self-service tickets, and chat, facilitating quick resolutions for users.
- Remote
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
ANALYTIC SUPPORT SPECIALIST
HIGHMARK HEALTH
07.2022 - 07.2023
- Provisioned access to data warehouse objects to support analytic needs. Installed and configured data analytics applications, including Tableau, SAS, and ODBC, which enhanced data accessibility. Managed inquiries through phone calls, emails, and instant messages, documenting resolutions according to analytic support procedures for reporting.
- Remote
- Supported Highmark Health members with benefit questions and service requests.
- Documented case notes in customer systems and maintained accurate records.
- Escalated complex issues to supervisors and partner teams.
REMOTE SUPPORT TECHNICIAN
CORETELLIGENT
06.2021 - 06.2022
- Responded to inbound incident requests from clients and users for MSP, ensuring timely resolution. Maintained computer equipment and peripherals, supporting optimal functionality for users. Triaged and troubleshot incidents, resolving issues efficiently to minimize downtime. Providing regular and timely updates to all parties (internal and external) on incident statuses. Maintains detailed documentation, notes, and steps pending or completed on all support tickets.
- Remote
- Resolved Coretelligent client support tickets using remote troubleshooting tools.
- Diagnosed workstation, network, and software issues for managed IT environments.
- Documented incidents, updates, and resolutions in service desk systems.
SERVICE DESK ANALYST
ATLANTA PUBLIC SCHOOLS
12.2019 - 06.2021
- Delivered first-line support to APS schools and administrative locations, ensuring prompt assistance. Troubleshot and resolved software and networking issues for APS staff, students, and parents, enhancing user experience. Managed incident response and escalated issues to appropriate support groups when first call resolution was not applicable. Documents all work performed within a ticketing system for audit or knowledge base purposes.
- Remote
- Supported Atlanta Public Schools staff through phone, email, and in-person service desk requests.
- Logged, tracked, and resolved incidents using ticketing systems and service desk procedures.
- Reset passwords and managed account access for school employees and administrative users.
COMPUTER OPERATOR
CENTERS FOR DISEASE CONTROL AND PREVENTION
Atlanta, GA
10.2018 - 04.2019
- Delivered first and second level technical support in 24x7 data center environment. Monitored logs and alerts from customer equipment, actioned alerts per CMDB to ensure system reliability. Triages problems, escalates events, and provides a communication conduit to field engineers. Provides customer help including vendor access to data center. Handled on-call help desk duties, including overnight shifts.
- Monitored CDC computer consoles and batch processing workflows.
- Ran scheduled jobs supporting public health data systems.
- Logged system status, errors, and operator actions.
STORAGE ENGINEER
HEWLETT PACKARD ENTERPRISE
Alpharetta, GA
04.2017 - 10.2018
- Supported enterprise customers and account managers across industries, ensuring effective communication and issue resolution. Delivered proactive break-fix support for HP and LeftHand storage devices and appliances, minimizing downtime and enhancing service reliability. Managed field incidents through customer portal, auto-generated alerts, and screened calls to streamline issue tracking and resolution. Storage & SAN support including logs analysis with responsibility for action plans. Troubleshooting includes firmware upgrades and OS patches, management console administration, ordering parts and dispatching field technicians as needed.
- Managed HPE storage arrays, SAN fabric, and enterprise backup environments.
- Configured HPE Nimble, 3PAR, and Primera storage systems.
- Troubleshot storage latency, connectivity, and replication issues across HPE platforms.
SERVICE DESK ANALYST
HEXAWARE TECHNOLOGIES, INC.
Atlanta, GA
10.2015 - 04.2017
- Supported end users in Windows environment at domain admin level, resolving issues effectively. Handled production incidents, service requests, and outages as the primary contact. Evaluated trouble tickets, system generated alerts, and issue notifications to identify and address problems promptly. Troubleshoot toward first call resolution and works directly with the operations and infrastructure teams to determine whether a P1 call should be initiated. Responsible for initiating the P1 conference bridge and coordinates with groups responsible for identifying a resolution for the identified issue. Led the team, managing performance and training activities.
- Provided first-level support to Atlanta Public Schools staff and school users.
- Logged and tracked incidents in service desk ticketing system.
- Resolved password resets and account access requests.
SR. HELP DESK ANALYST
GEORGIA STUDENT FINANCE COMMISSION
Tucker, GA
03.2014 - 08.2015
- Configured and implemented ServiceDesk Plus as subject matter expert to enhance support capabilities. Conducts trainings for IT support groups on software utilization and workflows. Developed incident and problem management procedures and documentation. First level support for all users of statewide website and systems, escalates unresolved problems to the appropriate support organization. Tests enhancements/changes to website and systems through established QA process. Guided and trained staff members in support functions to improve overall service delivery.
- Supported Georgia Student Finance Commission staff with help desk tickets and phone requests.
- Resolved password resets and account access issues for student aid system users.
- Assisted callers with scholarship, grant, and loan application questions.
SERVICE DESK COORDINATOR
SBS WORLDWIDE INC.
Tucker, GA
01.2013 - 11.2013
- Supported end users in Windows environment at domain admin level, providing desk-side support across four WAN sites. Level 1 / Level 2 support for users across four WAN sites. Provisions new user accounts, manage terminations, and grants access and permissions to network shares. Configures, deploys, and repairs desktops, laptops, network printers, copiers, and teleconference systems. Manages Win2K8 servers for AV, WLAN, BES. Managed IT purchasing, invoicing, and vendor account management. Processes telecom changes via Cisco Call Manager and MDM via AirWatch. Utilized incident tracking software to maintain accurate asset management and perform regular audits.
- Coordinated service desk requests for global clients across SBS Worldwide operations.
- Scheduled technician assignments and prioritized incoming support tickets.
- Tracked service requests in ticketing systems and updated case records.
SERVICE DESK TECHNICIAN
ACCESS INSURANCE
Atlanta, GA
07.2010 - 12.2012
- 1st point of contact to support internal office staff as well as external customer issues. Led desktop refresh project to upgrade systems to Windows 7, enhancing user experience. Contributed to management's configuration of new ticketing system, streamlining support processes. Works directly with IT Operations to coordinate Incident Management, Problem Management, and Change Management. Serves as team SPOC for MDM device provisioning and troubleshooting issues. Provided on-call support, including hosting conference bridges for critical events.
- Resolved service desk tickets for insurance staff across Access Insurance offices.
- Supported policy and claims application access for Access Insurance users.
- Reset passwords and managed account access in Active Directory.
SOLUTIONS CENTER ANALYST
CHILDREN'S HEALTHCARE OF ATLANTA
Atlanta, GA
12.2007 - 07.2010
- Provided support as 1st point of contact for corporate and hospital staff. Support virtual machines users in Citrix hosted environment, desk-side support and remote troubleshooting. Monitored Data Center hardware, reseated offline drives, and loaded backup media. Monitored software interface engines for network and application connectivity; escalated incidents based on SLA impact to maintain service quality. Assigned user permissions for medical and non-medical related applications including EPIC. Set up new user accounts and perform password resets in Active Directory. Troubleshot VPN and Wi-Fi issues for internal and remote staff, ensuring connectivity and support for seamless operations.
- Analyzed pediatric patient data for Children’s Healthcare of Atlanta reporting needs.
- Validated data accuracy across healthcare systems and source records.
Skills
- IT operations
- Help desk analyst
- Storage engineer
- Epic applications
- MyChart support
- Clinical troubleshooting
- Data analytics
- Government services
- AWS services
Personal Information
- Title: IT ANALYST - CompTIA A+ CERTIFIED
- ID Type: COMP TIA ID#
- ID Number: COMP104911024
Timeline
PHYSICIAN SYSTEMS ANALYST
INNOVA HEALTH SYSTEM
06.2026 - Current
CLINICAL SERVICE DESK
US RADIOLOGY SPECIALISTS
04.2024 - 06.2026
ANALYTIC SUPPORT SPECIALIST
HIGHMARK HEALTH
07.2022 - 07.2023
REMOTE SUPPORT TECHNICIAN
CORETELLIGENT
06.2021 - 06.2022
SERVICE DESK ANALYST
ATLANTA PUBLIC SCHOOLS
12.2019 - 06.2021
COMPUTER OPERATOR
CENTERS FOR DISEASE CONTROL AND PREVENTION
10.2018 - 04.2019
STORAGE ENGINEER
HEWLETT PACKARD ENTERPRISE
04.2017 - 10.2018
SERVICE DESK ANALYST
HEXAWARE TECHNOLOGIES, INC.
10.2015 - 04.2017
SR. HELP DESK ANALYST
GEORGIA STUDENT FINANCE COMMISSION
03.2014 - 08.2015
SERVICE DESK COORDINATOR
SBS WORLDWIDE INC.
01.2013 - 11.2013
SERVICE DESK TECHNICIAN
ACCESS INSURANCE
07.2010 - 12.2012
SOLUTIONS CENTER ANALYST
CHILDREN'S HEALTHCARE OF ATLANTA
12.2007 - 07.2010