Summary
Overview
Work History
Education
Skills and Certifications
Timeline
Generic

Lori Wasut

Summary

Results-driven IT Supervisor with 25 years of experience in healthcare and 5 years as an Infrastructure Service Management Supervisor. Proven track record in developing and implementing strategies to improve team performance, customer satisfaction, and operational efficiency using ITIL and PDCA processes. Multi-tasking, detail-oriented, and strong communicator committed to continuous improvement and innovative problem-solving.

Overview

13
13
years of professional experience

Work History

Supervisor Infrastructure Service Management

M Health Fairview
Minneapolis, MN
03.2020 - Current
  • Supervise daily operations of 12 Level 2 Application Support Analysts to ensure peak performance and a stable environment
  • Develop, implement and enforce processes and procedures to ensure consistent service and service excellence
  • Develop and maintain accountable employees through effective hiring, coaching and performance management
  • Manage priorities using demand management methodologies to forecast staffing, business needs and skill requirements to comply with organizational standards
  • Collaborate with cross-functional teams to identify opportunities related to process, knowledge and handoff to ensure customer needs are met
  • Developed and implemented process improvements that increased customer satisfaction by 5.7%, net promoter score by 5.5%, and reduced mean time to resolve medium incidents by 47.8%, saving end users 6,000 hours
  • Accountable for IT escalations across multiple service lines, including the Ambulatory executive service line, ensuring swift resolution and optimal service delivery

Senior Application Analyst

M Health Fairview
Minneapolis, MN
02.2016 - 03.2020
  • Provided incident management for various Epic and ancillary applications that include but not limited to Inpatient, Optime, ASAP and EpicCare Ambulatory
  • Ensured standard procedures are used to efficiently analyze, document, manage and resolve incidents
  • Served as a liaison between end users, third parties, subject matter experts and other IT partners
  • Facilitated weekly meetings with ASST (application support and solutions) members to ensure timely, efficient incident resolution and provided guidance when needed
  • Assisted manager with scheduling, facilitation and agenda for ASST team meetings, interviewing of new hires, maintained and managed clinical support schedule to guarantee coverage during business hours
  • Acted as primary mentor during on-boarding of new staff including daily coaching of ASST team members to ensure proper processes are followed and knowledge is gained

Senior Consultant at Ascenden Consulting

Allina Health
Minneapolis, MN
06.2016 - 12.2016
  • Quickly learned the Resolute electronic medical record software to fill the desired need of the client
  • Led weekly classroom training on the entire Resolute application
  • Preceptor to training specialist new to the Resolute application, including creating on-boarding schedule's, train backs and class room training observations
  • Appointed lead developer and facilitator for upgrade labs and practice scenarios to enhance the end users knowledge retention of the software upgrade
  • Collaborated to update training materials post software upgrade
  • Evaluated training materials in detail for curriculum and software build issues

Senior Consultant at Ascenden Consulting

Allina Health
Minneapolis, MN
04.2015 - 02.2016
  • Facilitated classroom and virtual training on Clindoc, ASAP and OpTime electronic medical record software
  • Utilized in depth product knowledge in combination with adult learning principles to maximize the end users knowledge retention
  • 95% average of "Exceeded Expectations" rating from students
  • Improved OpTime scheduling time for instructors significantly
  • Collaborated on various curriculum redesign projects
  • Served as a SME for content creation and redesigns
  • Partnered with eLearning to develop user interface content
  • Mentored and coached training specialists within the department and affiliates to ensure successful training delivery including classroom management

Senior Consultant at Ascenden Consulting

HealthEast Care System
Minneapolis, MN
03.2013 - 01.2015
  • Supported the implementation of Epic EHR in EpicCare inpatient and clinic settings
  • Provided weekly end user training to inpatient and ambulatory staff
  • Improved surgeon proficiency by 50% through metric analysis and design models
  • Lead designer, developer and trainer in a four-hospital surgeon proficiency project post go-live
  • Gathered metrics, conducted workflow analysis and needs assessment for 140 surgeons and other operating room staff
  • Credentialed trainer for EpicCare (Clindoc) and EpicCare ambulatory implementation at HealthEast

Consultant at Ascenden Consultant

Allina Health
Minneapolis, MN
02.2012 - 03.2013
  • Provided weekly training to new Allina employees on various Epic applications
  • Provided training to affiliate hospitals for a number of Epic applications
  • Appointed lead designer, developer and trainer for nurse manager proficiency and ongoing nurse manager proficiency curriculum
  • Helped as lead role for developing, designing and training nurse proficiency phase 2 and ongoing nurse proficiency
  • Mentored new trainers and consultants to nurse proficiency and nurse proficiency phase 2 curriculum including classroom management techniques

Education

BA - Applied Health

University of Minnesota
2012

Associate - Applied Science in Invasive Cardiology

Southeast Technical Institute
1999

Skills and Certifications

  • Leadership and Team Management
  • Collaboration and Customer Focus
  • Knowledgeable in multiple Epic applications and Optime Certified
  • ServiceNow
  • ITIL 4 Foundation Certified
  • Agile and Scrum Methodologies
  • RCIS - Registered Cardiovascular Invasive Specialist, 1999

Timeline

Supervisor Infrastructure Service Management

M Health Fairview
03.2020 - Current

Senior Consultant at Ascenden Consulting

Allina Health
06.2016 - 12.2016

Senior Application Analyst

M Health Fairview
02.2016 - 03.2020

Senior Consultant at Ascenden Consulting

Allina Health
04.2015 - 02.2016

Senior Consultant at Ascenden Consulting

HealthEast Care System
03.2013 - 01.2015

Consultant at Ascenden Consultant

Allina Health
02.2012 - 03.2013

BA - Applied Health

University of Minnesota

Associate - Applied Science in Invasive Cardiology

Southeast Technical Institute

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Lori Wasut