Summary
Overview
Work History
Education
Skills
Seeking
References
Timeline
Generic
Joyce Ann Holloway

Joyce Ann Holloway

Fort Worth,TX

Summary

Dynamic Business System Analyst, Curriculum Designer

committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.

Overview

26
26
years of professional experience

Work History

Business System Analyst Senior

Christus Health
06.2023 - Current
  • Responsibilities include: Epic Business System Analyst Senior for large project initiatives involving multiple applications
  • Analyze current business processes and make recommendations for improvement
  • Work directly with clients to understand individual needs of business
  • Facilitate meetings with project team, including end users, management, and IS team members to gather required information.
  • Utilize various data analysis, flowcharts, and organization tools to uncover most impactful insight.
  • Oversee implementation projects from beginning to completion
  • Create and present reports to leadership on status of each project
  • ServiceNow - create, identify, track, and resolve low to high-impact incidents.
  • Supported integration of new software applications by liaising between development teams and end users throughout all stages of project lifecycle.
  • Developed detailed project plans to monitor progress and ensure timely completion of projects within budget constraints.
  • Managed cross-functional teams, fostering strong working relationships and open communication channels among team members.
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

Subject Matter Expert (SME)

Leidos - DOD - Department of Defense – MHS GENESIS
08.2018 - 06.2023
  • Responsibilities include: As a facilitator, I conduct classroom training for military and civilian staff (providers, super users, end-users, and new hires)
  • Virtual Training via using Microsoft Teams
  • Responsible for training Dental, inpatient, and ambulatory hospital staff
  • Patient Accounting – train hospital billing and coding staff using Revenue Cycle, AccessHIM, and 3M coding software.
  • Developed effective training materials for diverse audiences, resulting in improved skill sets and increased job satisfaction.
  • Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
  • Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.
  • Designed custom curricula tailored to specific client requirements, leading to higher engagement rates during training sessions.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
  • Assembled, installed and tested new equipment and trained users in effective operation.
  • Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
  • Documented diagnostic results and supported root cause analysis and troubleshooting.
  • Built, edited and tested customized computer system programs.
  • Devised and implemented processes and procedures to streamline operations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Created and managed project plans, timelines and budgets.
  • Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
  • Improved communication skills among students through regular group projects and presentations.
  • Developed engaging curriculum for diverse learners, adapting materials to meet individual needs.
  • Increased student motivation through the use of interactive technologies and collaborative learning strategies.
  • Improved user productivity and efficiency through system training and support.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Evaluated customer needs and feedback to drive product and service improvements.

Curriculum Development, Subject Matter Expert (SME), Facilitator/Support Analyst Sr.

Cerner
10.2015 - 07.2018
  • Responsibilities include: Implementing and supporting Cerner applications (Powerchart, SurgiNet, Revenue Cycle, Access HIM, and 3M 360 billing)
  • Subject Matter Expert - Identifying and assessing training needs for a given subject area
  • Designing and developing training materials and programs to meet identified needs
  • Delivering training to individuals or groups, both in person and online
  • Evaluating effectiveness of training programs and making necessary improvements
  • Traveled 100% to various hospitals to support implementation
  • Help Desk Support - Providing technical support by answering questions about products or services to end-users and creating new incidents in ServiceNow.

Trainer/Test/ Curriculum Designer

Epic
03.2011 - 10.2015
  • Responsibilities include Full implementation, testing, IFT, IWT, and MRT testing pre-go live.
  • Creating training materials
  • Training medical staff
  • Support Go-live activities and resolved go-live issues in ServiceNow
  • Collaborated with Technical groups to identify issues.
  • Traveled 100% to various hospitals to support implementation.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Analyzed team performance and identified opportunities for additional training.
  • Developed effective training plans based on department needs and objectives.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Developed individualized training plans to achieve staff readiness.
  • Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
  • Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
  • Facilitated team-building exercises that fostered collaboration and communication among department members.
  • Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
  • Educated clients on proper use of products and systems.
  • Developed customized training materials for various industries, ensuring relevance to a target audience.
  • Facilitated virtual, in-person, and blended learning sessions.
  • Utilized a variety of instructional design methodologies to create effective learning experiences.
  • Created and oversaw Epic training programs for operations.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Developed lesson plans, instructional materials, and written practice tests for Epic training courses.

Business Analyst, Reporting Analyst

First American/CoreLogic
02.1998 - 03.2011
  • During my tenure, included IT security analyst, business analyst, and reporting analyst interaction and communications between user groups and IT development.
  • Coordinated projects to develop and improve call tracking software/CRM for help desk agents.
  • Reporting Analyst executed daily reports of helpdesk performance using SQL, Crystal Reports, Clarity
  • Created a SharePoint website to upload and share reporting data with management
  • Trained end-users and management on reporting tools in Siebel and TechExcel
  • Created TechExcel/Siebel templates/modified them and ensured it aligned with template requirements.
  • Participate in daily calls with managers to review help desk metrics and critical opened items!
  • Monitor help desk calls and evaluate for quality assurance.
  • The Project Manager defines project scope, goals, and deliverables that support business goals
  • QA testing identifies problems and gathers suggestions for improvements.
  • DsNetwork Security Administrator - Created LAN I and email accounts
  • Adds, changes, and deletes IDs, email accounts, and group policy using Quest for Active Directory
  • Adds, changes, and deletes IDs using ACF2 on the mainframe
  • Adds and inactivates LDAP UNIX accounts using the Putty terminal emulator
  • Adds, changes, and deletes IDs using Operations Navigator and Soft menu on the AS/400
  • Reset passwords as necessary
  • Troubleshooting - phone support and deskside support.

Education

Bachelor of Science in Information Technology with an Advanced Cyber Security - Information Technology

University of Phoenix
Phoenix, AZ
01.2023

Licensed Real Estate Agent - Real Estate

Kaplan University
Arlington
01.2006

Bachelor of Computer Science - Computer Networking

University of Arkansas
Little Rock, AR
01.1995

Skills

  • 3M Encompass 365
  • User Acceptance Testing
  • Agile expertise
  • Technology Implementation
  • Process Documentation
  • ServiceNow
  • SQL
  • Cybersecurity
  • Project Management
  • Cerner Millennium - (MHS Genesis)
  • Epic -Grand Central, Cadence/Prelude
  • Dentrix (Dental Billing)
  • HL7 interface
  • Epic and Cerner Trainer
  • Project Documentation
  • Requirements Gathering

Seeking

Full-time or Contract position

References

  • Cheryl Cook, 757-570-3605, Cerner Co-Worker
  • Marsha Barrow, 704-214-8606, Epic Consultant

Timeline

Business System Analyst Senior

Christus Health
06.2023 - Current

Subject Matter Expert (SME)

Leidos - DOD - Department of Defense – MHS GENESIS
08.2018 - 06.2023

Curriculum Development, Subject Matter Expert (SME), Facilitator/Support Analyst Sr.

Cerner
10.2015 - 07.2018

Trainer/Test/ Curriculum Designer

Epic
03.2011 - 10.2015

Business Analyst, Reporting Analyst

First American/CoreLogic
02.1998 - 03.2011

Bachelor of Science in Information Technology with an Advanced Cyber Security - Information Technology

University of Phoenix

Licensed Real Estate Agent - Real Estate

Kaplan University

Bachelor of Computer Science - Computer Networking

University of Arkansas

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Joyce Ann Holloway