Jennifer Vyfhuis
Maricopa ,AZ
Summary
IT Manager with a proven track record in healthcare technology management, delivering 95% of projects on time and reducing system downtime by 30%. Expertise in leading cross-functional teams to enhance IT infrastructure performance and reliability while ensuring compliance with industry standards.
Overview
28
28
years of professional experience
Work History
IT Manager/Healthcare Systems Project Lead
Kemetichlth
08.2023 - Current
- Managed healthcare IT projects from planning through deployment, delivering 95% of projects on time and within scope.
- Delivered successful technology integrations and upgrades through cross-functional team coordination.
- Led IT infrastructure projects that enhanced system performance and reliability.
- Reduced system downtime by 30% through proactive monitoring and infrastructure improvements.
- Improved ticket resolution time by 40% through streamlined escalation workflows.
- Reduced security incidents by 25% through HIPAA-aligned security controls.
- Supported business-critical healthcare applications through oversight of the Azure cloud environment.
- IT budget planning supported stronger resource allocation.
- Mentored IT staff and provided third-level escalation support to improve team response capabilities.
SR Technical Analyst
Wells Fargo & Company
08.2016 - 07.2023
- Provided comprehensive support and troubleshooting for networks, video conferencing, internet, and phone systems to ensure operational continuity.
- Developed and managed third-tier resolution process to resolve issues originating from the customer retention team.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Evaluated software or hardware to recommend improvements or upgrades.
- Oversaw daily performance of computer systems.
- Developed training materials and procedures to educate users on effective hardware and software use.
- Cultivated relationships with colleagues and management to enhance team collaboration and morale.
- Maintained physical equipment functions to meet productivity goals according to internal and external compliance initiatives.
- Supervised and directed workers engaged in installing data communication equipment and software.
- Read technical manuals or attend conferences and seminars to maintain knowledge of hardware and software.
- Gained hands-on experience managing processes in Azure Cloud environment.
Help Desk Analyst
Empire Today
02.2007 - 04.2014
- Consulted with users via telephone to diagnose and troubleshoot technical issues. to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Assisted customers by troubleshooting and resolving technical problems.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
- Utilized enterprise desktop management tools to remotely assist others and deploy software.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented records, logs, and lifecycle details of work requests to streamline support processes and improve tracking.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Facilitated training for new employees on support processes and procedures, enhancing their onboarding experience and knowledge retention.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Increased overall company performance by enhancing IT uptime and reducing costs. through improved IT uptime and cost reductions.
- Assisted IT and information system planning, execution and management to improve operational effectiveness.
Help Desk Support
Harris Bank/EDS
02.1999 - 11.2006
- Resolved Level 1 technical issues with software, hardware, and peripherals.
- Opened service tickets for clients, documenting user information and the description of the problem.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Managed user profiles, security access, and shared file structures to ensure secure and organized data access.
- Updated customers on issue resolution progress and provided estimated times of resolution to enhance communication and transparency.
- Applied de-escalation techniques and maintained composure in difficult customer situations to improve customer satisfaction.
- Assisted customers with instructional support and product troubleshooting.
- Modified and customized software applications to meet specific user needs. commercial programs for internal needs.
- Conducted workflow analysis, space design or cost comparison analysis.
- Entered commands and observed system functioning to verify correct operations and detect errors.
Education
Information Technology
Central Arizona College
AZSkills
- Project Management
- Azure cloud management
- Healthcare IT integration
- IT security compliance
- Network troubleshooting
Timeline
IT Manager/Healthcare Systems Project Lead
Kemetichlth
08.2023 - Current
SR Technical Analyst
Wells Fargo & Company
08.2016 - 07.2023
Help Desk Analyst
Empire Today
02.2007 - 04.2014
Help Desk Support
Harris Bank/EDS
02.1999 - 11.2006
Information Technology
Central Arizona College