Michele Black
Holbrook,New York
Summary
Dynamic IT professional with over three years of IT leadership experience, specializing in applications training and optimization. Skilled at translating business needs into effective IT solutions and managing teams to develop and implement comprehensive training programs that enhance user proficiency and drive operational efficiency. Adept at collaborating with cross-functional teams to identify opportunities for improvement, ensuring alignment between technology and business objectives to foster a culture of continuous learning and innovation.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior System Administrator, Netsmart
Service Coordination, Inc
Owings Mills, MD
03.2025 - Current
- Designed innovative system architectures to address evolving business requirements in collaboration with team members.
- Produced detailed documentation of existing systems and processes for reference and future improvements.
- Contributed insights during project planning meetings, influencing key system design decisions.
Manager of Applications Support
SCO Family of Services
Garden City, NY
11.2021 - 02.2025
- Supervised software application repository, managing over 16 critical applications including UKG and ServiceNow.
- Planned processes for delivering user applications vital for business operations.
- Developed user-friendly technical documentation to simplify complex concepts for all users.
- Enhanced operational efficiency through IT optimization and training initiatives.
- Collaborated with leadership to transform departmental needs into innovative solutions.
- Analyzed support ticket data to identify trends for new training material development.
- Assisted director in establishing standard operating procedures for best practices.
- Coordinated with Training Manager to align training materials with organizational objectives.
Managing Applications Engineer
SCO Family Services
Glen Cove, NY
05.2021 - 11.2021
- Advised applications and business analyst teams on project strategies, task execution, and operational processes, ensuring alignment with organizational goals.
- Interpreted customer requirements and swiftly demonstrated how existing applications could address their needs, including detailed cost, timing, and resource implications in the documentation.
- Enhanced the functionality of current software and gained a comprehensive understanding of diverse business concerns to drive improvements.
- Managed documentation for applications and maintained a detailed inventory of all systems to ensure effective monitoring and management.
- Directed research on emerging technology solutions and implementations to support new initiatives, opportunities, and procurement activities.
Senior Support Analyst-sMaster
Netsmart
Great River, NY
01.2021 - 04.2021
- Served as a New Analyst Mentor Designee, creating and providing comprehensive onboarding training for Level 2 support team members, ensuring they were equipped with the necessary skills and knowledge.
- Managed documentation for applications and maintained a detailed inventory of all systems to ensure effective monitoring and management.
- Diagnosed and resolved complex client questions related to system configuration, software functionality, and defects/enhancements in EHR systems for various social service and health agencies.
- Utilized a customer relationship management system to track and document customer interactions, maintaining accurate records.
- Recognized quarterly for outstanding customer service skills since joining Netsmart in 2014.
- Coordinated all aspects of patient admissions, including insurance negotiations and outreach presentations.
Solution Support Analyst-Subject Matter Expert
Netsmart
Great River, NY
01.2019 - 01.2021
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Evaluated customer feedback to identify areas of improvement and implemented changes accordingly.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
Solution Support Analyst Level 2
Netsmart
Great River, NY
09.2014 - 01.2019
- Diagnose and resolve complex client questions in areas of system configuration, software functionality and defects/enhancements in EHR systems for various Social Service/Health Agencies.
- Since beginning working with Netsmart in 2014, have been recognized for outstanding customer service skills, every quarter of employment.
Sr Intake Coord. Health and Community Outreach
ACLD
Bethpage, NY
06.2006 - 08.2014
- Coordinated all aspects of patient admissions including insurance negotiations and outreach presentations.
- Interviewed, assessed and coordinated Admissions procedures for 5 Day Habilitation Programs across Nassau and Suffolk County.
- Performed psychosocial evaluations, in addition to individual and group therapy.
- Collaborated with program teams, community organizations, peers and volunteers in execution of events and activities
Education
LMSW - Clinical Medical Social Work
Fordham University
NY, NY06.2001
Bachelor of Arts -
University of Maryland
College Park, MD06.1995
Skills
- Leadership & Team Management
- Training & Development
- Technical Documentation
- Guidance & Collaboration
- Business Requirements Analysis
- IT Optimization
- Problem Solving & Escalation Handling
- Customer Service Excellence
- Organizational Skills
- Relationship Building
- Adaptability and Flexibility
Certification
- Licensed Master Social Worker
- Certified Digital Adoption Project Manager Walk Me
- ASANA Workflow Specialist Certificate
- Change Management Foundations Certificate
- Change Management for Projects Certificate
- Change Management: Roadmap to Execution Certificate
- Lean Six Sigma Foundations-Certificate
- Managing Organizational Change-Certificate
Timeline
Senior System Administrator, Netsmart
Service Coordination, Inc
03.2025 - Current
Manager of Applications Support
SCO Family of Services
11.2021 - 02.2025
Managing Applications Engineer
SCO Family Services
05.2021 - 11.2021
Senior Support Analyst-sMaster
Netsmart
01.2021 - 04.2021
Solution Support Analyst-Subject Matter Expert
Netsmart
01.2019 - 01.2021
Solution Support Analyst Level 2
Netsmart
09.2014 - 01.2019
Sr Intake Coord. Health and Community Outreach
ACLD
06.2006 - 08.2014
LMSW - Clinical Medical Social Work
Fordham University
Bachelor of Arts -
University of Maryland
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