Katrin Rais
Sterling Heights
Summary
Healthcare IT Support professional proficient in Epic and Cerner systems, with a focus on incident management and workflow optimization. Proven track record in team leadership and user training enhances service quality and reduces support demands. Extensive experience in ensuring HIPAA compliance and technical troubleshooting supports seamless clinical operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Desk Analyst / Clinical Applications Mentor
Henry Ford Health
Rochester Hills
05.2024 - 06.2026
- Troubleshot Epic EMR and integrated healthcare applications, ensuring timely incident resolution and minimal patient care disruption.
- Managed support tickets per SLAs, maintaining high service quality and end-user satisfaction.
- Supported Epic EMR users across clinical and administrative departments by resolving workflow and system issues.
- Trained new users on Epic workflows, enhancing navigation skills and reducing ongoing support needs.
- Documented user interactions, issues, and resolutions in Epic, improving continuity of care and informing process enhancements.
- Analyzed recurring issues and user feedback to identify trends for recommending workflow enhancements.
- Collaborated with clinical operations and IT teams to facilitate system maintenance and upgrades, aligning with user needs.
- Monitored system performance and proactively addressed issues to minimize downtime and improve user experience.
Service Desk Team Lead / Senior Analyst
HCL America
Troy
10.2020 - 05.2024
- Led development of team of 10+ healthcare IT support professionals, driving performance and service quality across clinical and administrative environments.
- Delivered tier 1–3 technical support to thousands of users nationwide, troubleshooting Epic EMR/EHR systems and related issues.
- Coached team members on healthcare IT workflows and escalation procedures, enhancing customer service and increasing first-call resolution rates.
- Identified technical and operational risks impacting healthcare IT services, coordinating cross-functional teams to ensure system stability.
- Monitored system access logs and security events to support HIPAA compliance and incident response readiness.
- Supported healthcare IT initiatives including change management, system updates, and clinical application deployments.
- Documented end-user interactions and resolutions within Epic and ITSM systems, improving continuity of care and informing service enhancements.
Service Desk Technical Resource
Ascension Information Services
Troy
11.2018 - 02.2020
- Provided technical and clinical application support to 15 U.S.-based healthcare facilities using Cerner PowerChart, Epic, Optime, Meditech Mainframe, and FirstNet systems.
- Reviewed and triaged service desk incidents, identifying patterns and supporting root cause analysis.
- Supported IT service delivery activities, including incident management, documentation, and change communication.
- Communicated updates on escalated incidents and scheduled outages to end users to minimize disruptions.
- Established relationships with clinical and technical staff to enhance effective communication and issue resolution.
Senior Problem Manager
CareTech Solutions
Troy
08.2015 - 03.2018
- Led problem and incident management activities, identifying recurring issues and coordinating root cause analysis to drive resolution efforts across enterprise healthcare environments.
- Partnered with clinical and operational stakeholders to define support workflows, reporting structures, training requirements, and project deliverables to ensure successful implementation outcomes.
- Managed day-to-day data center operations, monitoring infrastructure services for power, cooling, and space utilization, ensuring system availability and continuity.
- Provided hands-on support for physical IT infrastructure, including servers and network systems, to ensure reliable healthcare IT service delivery.
Operations Data Support I
Trinity Health Enterprise
Novi
01.2015 - 12.2016
- Resolved server, mainframe, Epic EMR, Cerner, application, interface (HL7), and network issues, supporting enterprise healthcare IT environments and assisting with system changes and TIS projects.
- Performed maintenance, support, installation, upgrades, and proactive system performance monitoring for enterprise-wide clinical and administrative systems, including Epic, Cerner, and mainframe platforms.
- Monitored critical patient care applications, troubleshooting issues and collaborating with SMEs, clinical teams, and third-party vendors to ensure system reliability.
- Assisted customers in trying on various shoe styles to ensure comfort and fit, while recommending complementary products such as insoles or shoe care items to enhance their experience.
- Maintain a thorough understanding of shoe brands, styles, sizes, and current promotions to effectively answer customer inquiries.
- Actively promote ongoing sales, special deals, and loyalty programs to maximize sales and customer satisfaction.
- Welcomed customers and guided them in selecting shoes that matched their preferences and needs, ensuring a satisfactory shopping experience.
Customer Service
Dollar Tree
Warren
09.2013 - 03.2015
- Collaborated with team members to enhance daily operations during peak hours, ensuring seamless workflow and elevated customer service.
- Streamlined operations with team members during peak hours, assisting to deliver prompt, efficient service.
- Maintained clean, organized, and well-stocked store areas, including shelves, aisles, and checkout stations, to foster a welcoming customer experience.
- Maintained shelves, aisles, and checkout areas in a tidy, stocked, and presentable condition.
- Followed company policies and procedures to support loss prevention efforts and maintain accuracy in store operations.
- Contributed to loss prevention efforts by following company policies and procedures to minimize discrepancies and safeguard store assets.
Cashier / Food Prep
Tim Hortons
Madison Heights
02.2010 - 11.2012
- Operated cash register, processing cash, credit, and debit transactions accurately while maintaining balanced drawer.
- Supported food preparation and order assembly to ensure timely completion meeting customer specifications.
- Adhered to strict food safety and sanitation guidelines, including proper handling, storage, and temperature control.
- Monitored inventory levels, restocking supplies and notifying management of shortages to prevent operational disruptions.
Education
Bachelor of Arts - Business Relations, Information Technology
Wayne State University
Detroit, MI08-2022
High School Diploma -
Ferndale High School
Ferndale, MI06-2008
Skills
- EHR systems expertise
- Epic and Cerner proficiency
- Athenahealth and MyChart knowledge
- Healthcare IT administration
- Application management
- User access control
- Registration and scheduling
- Workflow troubleshooting
- HIPAA compliance
- Data security and privacy
- Active Directory management
- Identity access management (IAM)
- Help desk software utilization
- User support services
- Technical support and assistance
- Remote support tools expertise
- Cisco AnyConnect and Pulse Secure knowledge
- Workflow support strategies
- Issue resolution techniques
- Problem identification skills
- Clinical data analysis proficiency
- Technical documentation creation
- macOS and Windows familiarity
- Google Workspace applications usage
- User training and onboarding
Certification
- Microsoft 365 Fundamentals Specialization, 01/01/25
- Google IT Support Professional Certificate, 01/01/25
- Revenue Cycle, Billing, and Coding – Johns Hopkins Medicine, 06/01/26
Awards
- Endowed Writing Scholarship – College of Fine, Performing, and Communication Arts (2017)
- Renee M. Abraham-Harries Memorial Endowed Scholarship in Public Relations (2017)
Professional References
- Delana James, Supervisor, Henry Ford Health, 248-747-0888
- Keith Wylin, Supervisor, Ascension Health, 586-383-0822
- Tiffany Cantu, Supervisor, Ascension Health, 361-846-1304
Core Strengths And Technical Skills
- MacOS, Windows, Google Workspace (G Suite)
- Healthcare IT Support & Clinical Application Administration
- Electronic Health Record (EHR/EMR) Systems: Epic, Cerner, Athenahealth, MyChart
- Epic Support: User access, security, registration, scheduling, workflow troubleshooting
- Active Directory (AD) & Identity Access Management (IAM)
- Windows Server (2012, 2016, 2019) Administration
- ServiceNow & IT Service Management (ITSM)
- VPN & Remote Access Tools: Cisco AnyConnect, Pulse Secure, FortiClient
- Network Troubleshooting: TCP/IP, DNS, DHCP, VPN
- HIPAA Compliance, Data Security & Access Controls
- Power BI Reporting & Healthcare Analytics
- Incident Management, Root Cause Analysis & Technical Documentation
- Clinical Workflow Support & End-User Training
Timeline
Service Desk Analyst / Clinical Applications Mentor
Henry Ford Health
05.2024 - 06.2026
Service Desk Team Lead / Senior Analyst
HCL America
10.2020 - 05.2024
Service Desk Technical Resource
Ascension Information Services
11.2018 - 02.2020
Senior Problem Manager
CareTech Solutions
08.2015 - 03.2018
Operations Data Support I
Trinity Health Enterprise
01.2015 - 12.2016
Customer Service
Dollar Tree
09.2013 - 03.2015
Cashier / Food Prep
Tim Hortons
02.2010 - 11.2012
Bachelor of Arts - Business Relations, Information Technology
Wayne State University
High School Diploma -
Ferndale High School