Summary
Skills
Work History
Education
Certification
Overview
Generic

Msugh Tuse

Richmond,Tx

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills

  • Project Management
  • Cerner Solutions
  • Credentialed trainer
  • Project Planning
  • Project Coordination
  • ServiceNow Admin
  • Project Implementation
  • Training and Development

Work History

Application Support Analyst

CSI Companies
01.2021 - Current
  • Conducted comprehensive user training for seamless adoption of new applications and features
  • Established efficient troubleshooting procedures, contributing to a streamlined support process
  • Managed incident tracking system, ensuring accurate records and timely issue resolution
  • Maintained accurate inventory records in databases and spreadsheets
  • Streamlined project management processes through the implementation of organizational tools and software, facilitating workshops for project requirements and user feedback
  • Managed integrations with other systems and tools, ensuring seamless data flow between ServiceNow and Epic EMR.

Epic TDR & QA Test Lead

Contract Positions
02.2020 - 12.2021
  • Improved software quality through the creation of detailed test plans that outlined the testing approach and scope
  • Executed both manual and automated test cases to identify and address issues in the software
  • Streamlined Testing Processes: Implemented continuous integration and delivery pipelines to streamline testing processes
  • This automation facilitated faster feedback loops, allowing for quicker identification and resolution of issues
  • Efficient test design and meticulous execution of test cases further minimized the occurrence of defects
  • Ensured effective communication between developers, product managers, and QA testers to enhance overall team synergy.

Service Support Analyst

The HCI Group
11.2015 - 02.2021
  • Enhanced customer satisfaction by resolving support tickets within service level agreements
  • Streamlined support processes, reducing response times to client inquiries
  • Maintained detailed documentation for knowledge sharing among team members
  • Collaborated with cross-functional teams to identify and address root causes of recurring problems
  • Improved service desk efficiency through best practices and process optimization
  • Reduced ticket resolution times with effective troubleshooting and communication skills
  • Implemented remote desktop support tools for efficient problem resolution
  • Managed user access and permissions within ServiceNow, ensuring appropriate levels of access based on roles and responsibilities.

Education

Project Management - Information Technology Project Management

University of Houston (School of Professional Studies)
Houston, TX
01.2011

Bachelor of Science - Public Administration And Services

Stephen F Austin State University
12.2010

Certification

  • PMP Certified (2020)
  • Credentialed Trainer: Optime/Anesthesia, Orders, Ambulatory and Clindoc.
  • Personalization Champion
  • TDR/Test Lead
  • ServiceNow
  • Cerner Trainer

Overview

8
8
years of professional experience
1
1
Certificate

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Msugh Tuse