Summary
Overview
Work History
Education
Skills
Software
Timeline
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Jorden MacDonald

Washington,MI

Summary

Dynamic Epic Application Analyst with a proven track record at Trinity Health Hospital, skilled in clinical workflow analysis and issue resolution. Professional with deep expertise in healthcare IT systems, adept at optimizing Epic software to enhance clinical workflows. Enhanced user experience through effective software implementation and collaboration, driving continuous testing improvement initiatives. Demonstrates strong analytical skills, problem-solving abilities, and technical proficiency in system configuration and troubleshooting. Reliable team player with focus on achieving organizational goals and ensuring seamless integration of applications.

Overview

12
12
years of professional experience

Work History

Epic Application Coordinator - Testing

Trinity Health Hospital
01.2020 - Current
  • Evaluated technical needs of organization.
  • Enhanced team productivity with clearly defined roles and responsibilities during the testing process, fostering a collaborative work environment conducive to success.
  • Increased collaboration between cross-functional teams through effective communication of test results and recommendations.
  • Completed pre-implementation testing for new system modifications to assess potential impacts.
  • Enhanced testing efficiency by implementing automated test scripts and tools.
  • Optimized software performance through rigorous testing and defect identification processes.
  • Kept scripts and test cases updated with current requirements.
  • Streamlined the testing process by creating reusable test cases for future projects.
  • Increased visibility into application performance metrics by developing custom dashboards for tracking key indicators during the testing phase.
  • Tested functional and compatibility of new programs or updates in comparison to existing applications.
  • Spearheaded the adoption of industry best practices within the team, leading to more efficient workflows and higher-quality outputs.
  • Built automated test scripts to handle repetitive software testing work.
  • Managed time effectively while working on multiple projects simultaneously.
  • Authored and maintained well-organized, efficient and successful manual test cases for entire team.
  • Defined IT process workflows through meetings with stakeholders.
  • Documented testing procedures for developers and future testing use.
  • Incorporated delivery requirements into planning of testing schedules.
  • Fostered a culture of continuous improvement by actively seeking user feedback and implementing enhancements to the Epic system based on their input.
  • Promoted a culture of continuous learning within the team by organizing regular training sessions on testing methodologies and tools, fostering professional growth and development.
  • Improved end-user experience by streamlining Epic application workflows and processes.
  • Facilitated smooth transitions during software upgrades through effective change management strategies.
  • Contributed to successful project completion with rigorous testing and validation procedures for new or updated Epic features.
  • Expedited issue resolution through effective collaboration with vendor support teams and other IT professionals within the organization.
  • Reduced downtime with proactive identification and resolution of technical issues in the Epic environment.
  • Analyzed technical problems with high accuracy and attention to detail.
  • Collaborated with cross-functional teams to implement seamless integration of Epic applications within existing systems.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Epic Ambulatory Analyst

Beaumont Hospital
05.2017 - 12.2019
  • Knowledgeable in all phases of the system development life cycle including development of use cases, workflows, and evaluation of software solutions
  • Assist users to identify current operating procedures and clarify business objectives
  • Apply application/system knowledge to work with customers to develop requirements to create technology solutions to meet the business needs
  • Perform in depth analysis of application/system and develop solutions to meet business/customer requirements, compare and evaluate options and recommend a course of action
  • Assist in writing detailed description of users’ business needs, program functions and steps required to develop or modify systems under general guidance
  • Analyze, design, build, code/configure, test, debug, and document all activities to support implementing and maintaining application systems under general direction
  • Assist in testing all aspects of a solution including correct results, integration, data and system integrity
  • Assure quality of work by coordinating review prior to implementation with appropriate written documentation
  • Recognize and advise leadership of concerns and/or issues, and provide appropriate follow up to identified issues
  • Create and maintain technical application documentation including test plans, application architecture diagrams, data flows, use cases and workflows
  • Participate, in training the end users, providing 24 x 7 customer support and assisting colleagues
  • Participate in an on-call rotation to provide off-hours end user support
  • Participates in user group meetings, super user programs
  • Provides go-live support
  • Participates in any requested special projects

Epic User Support Analyst

Henry Ford Hospital
08.2016 - 04.2017
  • Provide support via telephone and email by answering questions, resetting passwords, researching, and troubleshooting issues, relaying step-by-step instructions and utilizing call escalation procedures for unresolved issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Perform tasks and assignments required by other departments, as well as aid other technicians in solving unfamiliar or complex issues.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained strong customer relationships and met service level expectations for supported services.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained high-quality service standards by adhering to established protocols for incident management and escalation procedures.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provide troubleshooting of Information Technology/Epic issues
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Route tickets to appropriate support group
  • Improved user experience by providing timely and efficient support for Epic software issues.
  • Contributed to a positive work environment, participating actively in team meetings and sharing knowledge on best practices.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Incident Manager

CareTech
08.2013 - 08.2016
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
  • · Troubleshoot Citrix applications
  • Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
  • Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
  • Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
  • Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
  • Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.

Education

Health Information Management - Health Information Technology

Oakland Community College
Bloomfield Hills, MI

Bachelor's - Health Information Technology

Davenport University
Grand Rapids, MI

High School Diploma -

Avondale High School
Bloomfield Hills, MI
05-2012

Skills

  • Clinical workflow analysis
  • Software implementation
  • Issue resolution
  • System configuration
  • Data migration
  • End-user training
  • Application testing
  • Requirements gathering
  • Software documentation
  • Teamwork and collaboration
  • Database administration
  • Problem-solving

Software

Analytical Abilities

Epic Modules

Implementation

Optimization

Data Analysis

Project Management

Communication and Collaboration

Problem-Solving

Technical Support

Software Applications

Timeline

Epic Application Coordinator - Testing

Trinity Health Hospital
01.2020 - Current

Epic Ambulatory Analyst

Beaumont Hospital
05.2017 - 12.2019

Epic User Support Analyst

Henry Ford Hospital
08.2016 - 04.2017

Incident Manager

CareTech
08.2013 - 08.2016

Health Information Management - Health Information Technology

Oakland Community College

Bachelor's - Health Information Technology

Davenport University

High School Diploma -

Avondale High School

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Jorden MacDonald