Michael Brittain

Meticulous and result-oriented professional with extensive experience resolving computer systems, hardware, and software issues and delivering technical assistance to users within the healthcare industry. Track record of maintaining HIPPA guidelines for security / privacy, restructuring current IT processes for high efficiency, as well as assessing / documenting user requirements, procedures, and problems. Experienced in responding to help desk calls / emails, troubleshooting malfunctions, and maintaining the performance of computer systems. Possess strong technical skills with an excellent understanding of systems and architectures. Expert in liaising across various organizational levels and fostering solid relationships with clients and vendors.

I have a solid background in designing and implementing workforce planning and scenario modeling systems, with hands-on experience using tools like Workday Adaptive Planning and Oracle. This has helped me build a strong understanding of HR technologies, especially in the areas of workforce strategy, planning, and analytics.

Communication is one of my strong suits. I have exceptional communication and interpersonal skills, allowing me to explain complex technical topics to non-technical stakeholders with ease. This has been crucial in ensuring that everyone is on the same page and that projects run smoothly.

• Comp TIA A+ Certified IT Technician
• Cisco Networking Academy SOHO
• IBTA Certified Business Professional in Customer Service
• Statistical Process Control (SPC Certified)

• HCL America Inc, Sunnyvale, CA, Analyst - Ascension Acct (Remote), 01/01/20, Present, Deliver remote assistance to credentialed providers on multiple IT requirements such as password reset / unlocks, Electronic Medical Records (Allscripts, Athena, Cerner, EClinical Works, Epic & more), as well as hardware replacement and troubleshooting.
• Ascension Information Services, Troy, MI, Analyst Healthcare IT, 01/01/10, 12/31/20, Oversaw routine operations, including resolving HCP technical issues, managing service documentation, maintaining a multi-platform environment, administering support requests, accelerating complex cases, and delivering maintenance for a primary incident solution., Evaluated problems with IT applications and equipment by responding to users’ inquiries., Provided assistance and guidance to new users on the latest procedures., Operated Heat, CA Service Desk Manager, Remedy, DIES, Global Contact Center (GCC), and Service Now incident tracking systems., Assessed and resolved issues related to IT equipment or EMR software.
• Stefanini IT Solutions, Southfield, MI, Analyst - Several Accts, Home Depot, Chrysler, Dana Automotive, Honda North America, LV, NCAA, Subway, Swagelok, TRW, & TTX, 01/01/07, 12/31/10, Administered the utilization of three enterprise email clients, involving GroupWise, Lotus Notes, and Outlook., Accessed user PCs by remote control to offer remote support., Documented and managed user incidents and request with tracking application., Performed password resets and unlocks and developed knowledge documents for users and staff members., Delivered technical support to 10 companies, including Affinia, Chrysler, Dana Automotive, Honda North America, Louis Vuitton, NCAA, Subway, Swagelok, TRW, & TTX., Fulfilled user requests via phone, email, and web submissions., Built and maintained professional relationships with vendors such as Verizon, AT&T, IBM, and Connectria for service.
• Office Depot, Southfield, MI, Help Desk Analyst