NHA NGUYEN

- Expanded knowledge and troubleshooting experiences to other solutions: hospital registration and discharge workflows, HL7 interfaces, room bed charges, personnel security accesses, etc.

- Wrote database queries for reports about admit, discharge, transfer patient.

- Assisted in immediate response calls, provided the quick resolution for major incidents.

- Wrote internal articles about common issues, the cause and resolution.

- Mentored junior analysts, provided guidance on best practices for solution analysis during office hour meetings.

- Closed the highest ticket volumes in team (more than 900 tickets per year), maintained good queue size while provide quality and detail resolution for client with 90-100% client satisfaction.

• Troubleshot incidents reported by hospital end-users about patient data and program error to find root cause and identify permanent solutions by gathering, analyzing log files, writing database queries.
• Reduced ticket resolution times by prioritizing tasks effectively and utilizing advanced problem-solving skills.
• Resolved an average of 3 incidents per day and maintain above 90% client satisfaction.

- Designed and Created Landing Page for Company website using HTML, CSS, Ruby on Rails

- Observed user interaction with website and modified design for better user experience.

- Gained valuable experience working with other front end and back end developers

- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.