Jason Massey
Lead Systems Analyst
North Olmsted,OH
Summary
Dynamic Lead Systems Analyst with proven abilities in problem-solving, communication, and resource management. Successfully led teams to optimize system functionality and deliver high-quality projects on time.
Overview
32
32
years of professional experience
Work History
Lead Systems Analyst
Cleveland Clinic
Cleveland, OH
09.2014 - Current
- Mentored system analysts, fostering skill development and promoting best practices in systems analysis.
- Led a team of analysts in the successful completion of complex projects, ensuring timely delivery and high-quality results.
- Optimized system functionality through the development and implementation of innovative technology solutions.
- Established strong working relationships with Caregivers through effective communication strategies, fostering collaboration towards common goals.
- Troubleshot incidents reported by end-users and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Overseeing day to day operations and ensuring projects, tasks, and assignments are progressing to resolution.
- On-call escalation support.
- Collaborated with other teams internally and externally.
- Clinical Manager point of contact.
- Service Now management for tickets, requests, and inventory purposes.
Systems Analyst II
Cleveland Clinic
Cleveland, OH
08.2011 - 09.2014
- Analyzed system requirements to enhance operational efficiency and improve user experience.
- Managed project timelines and deliverables, ensuring alignment with Caregiver expectations.
- Managed multiple projects simultaneously, consistently meeting deadlines.
- Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
- Collaborated with teams to develop innovative solutions for business challenges.
- Established effective relationships with Caregivers across departments to facilitate collaboration on critical projects.
- Software/Hardware support and troubleshooting
- On-call support
Desktop Technician
Cleveland Clinic
Cleveland, OH
01.2009 - 08.2011
- Provided technical support for desktop hardware and software troubleshooting.
- Assisted in installation and configuration of computer systems and peripherals.
- Maintained inventory of IT equipment and ensured availability for staff use.
- Responded to service requests promptly, ensuring minimal disruption to operations.
- Increased productivity by configuring and deploying new workstations tailored to individual user needs.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Improved system performance by troubleshooting and resolving hardware, software, and networking issues.
- Reduced downtime by efficiently diagnosing and repairing malfunctioning equipment onsite.
- Imaged, setup and installed new computers.
- Created user accounts and assigned permissions.
- Managed ITSM ticket queue.
Workflow Coordinator
Cleveland Clinic
Cleveland, OH
07.2007 - 01.2009
- Coordinated workflow processes to enhance departmental efficiency and streamline patient care delivery.
- Optimized tasks and procedures resulting in increased efficiency.
- Liaised between Radiologists and Technologists to provide troubleshooting and support.
- Resolved workflow-related issues promptly, minimizing downtime and maintaining Caregiver expectations.
- Streamlined workflow processes by identifying bottlenecks and implementing solutions for increased efficiency.
- Coordinated with Informatics teams to address technical issues affecting workflow systems or software applications quickly.
- Improved communication between departments, facilitating timely information exchange and accurate decision making.
- Retrieval of prior exams for Radiologists.
- CD imports of outside studies.
- Ensuring all exams received a dictation.
Help Desk Support Specialist
Cleveland Clinic
Cleveland, OH
06.2006 - 07.2007
- Provided technical support for hardware and software issues, enhancing user productivity and satisfaction.
- Diagnosed and resolved complex IT problems, improving system uptime and reliability across departments.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Coordinated closely with Core Teams for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Walked Caregivers through series of steps to determine problem and implement likely solution.
- Managed tickets through ITSM system.
GXMO Technologist
Cleveland Clinic
Cleveland, OH
04.2003 - 06.2006
- Used RIS/PACS on regular basis and developed advanced proficiency.
- Obtained Radiograph images of the Chest and Abdomen on patients in the Emergency Room.
- Assisted other Technologists with procedures and patient care.
- Transportation of patients.
Radiology Assistant
Cleveland Clinic
Cleveland, OH
03.2001 - 04.2003
- Assisted Radiologic Technologists with imaging procedures, patient management, and developing radiographs.
- Supported team members in achieving excellent clinical outcomes through effective communication, collaboration, and problem-solving skills.
- Managed inventory of radiology supplies and equipment, maintaining optimal stock levels.
- Set up exam rooms.
- Maintained a safe work environment by strictly adhering to radiation safety protocols and guidelines.
- Escorted patients from waiting room to exam room and provided directions if needed.
- Assisted with maneuvering patients for exams.
- Delivered printed radiograph films to patients and physicians.
Shipping and Receiving Clerk
Discount Drug Mart
Lakewood, OH
07.1994 - 03.2001
- Managed incoming and outgoing shipments to ensure accurate order fulfillment.
- Oversaw inventory control processes to maintain optimal stock levels.
- Coordinated with vendors to resolve shipment discrepancies promptly.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Operated equipment such as balers to move outgoing cardboard waste to loading area.
- Mentored new team members on shipping and receiving protocols, fostering a collaborative work environment focused on achieving common objectives.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Shrink wrapping and packing merchandise to be returned.
- Pricing and stocking merchandise.
- Maintaining assigned areas of the store.
- Assisting customers as needed.
- Occasional cashier duties.
- Responsible for obtaining change from local bank.
Education
No Degree - Graphic Design
Cuyahoga Community College
Parma, OHHigh School Diploma -
Lakewood High School
Lakewood, OH06-1994
Skills
- Software/Hardware development life cycle
- End user support
- Application support/integration
- Equipment configuration
- Resource management
- Time management
- Problem-solving abilities
- Multitasking
- Excellent communication
- Decision-making
- Self motivation
- Teamwork and collaboration
Timeline
Lead Systems Analyst
Cleveland Clinic
09.2014 - Current
Systems Analyst II
Cleveland Clinic
08.2011 - 09.2014
Desktop Technician
Cleveland Clinic
01.2009 - 08.2011
Workflow Coordinator
Cleveland Clinic
07.2007 - 01.2009
Help Desk Support Specialist
Cleveland Clinic
06.2006 - 07.2007
GXMO Technologist
Cleveland Clinic
04.2003 - 06.2006
Radiology Assistant
Cleveland Clinic
03.2001 - 04.2003
Shipping and Receiving Clerk
Discount Drug Mart
07.1994 - 03.2001
No Degree - Graphic Design
Cuyahoga Community College
High School Diploma -
Lakewood High School