Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ty Allen

Long Beach,CA

Summary

With 8+ years of experience managing and leading technical support teams in enterprise environments, my expertise lies in customer service, process improvement, change management, and quality management. Throughout my career, I have collaborated with executive leadership, product owners, business stakeholders, and delivery teams to understand business needs and identify appropriate project solutions, service level agreements, and key performance indicators. I have successfully managed global resources, delivering projects within scope, time, quality, and budget. My experience includes overseeing business service management reporting tools and software, enterprise manager for computer refresh program and license management engineering applications (e.g., Pro Engineering, Xilinx, MatLab), enterprise break/fix local and mobile site support, data center team management for moves, upgrades, deployments, new service setup and configuration, SAN management, server support for OS and hardware, VMware management moves and support, Mobile Iron support, server management, deployment and app push management. Additionally, I have expertise in active directory management for app store push and layer, SCCM management push, developing run rules for support teams, and creating new service statement of works with customers. I am well-versed in systems such as HP CSN (Channel Service Network), purchase order systems, active directory/DRA (Directory and Resource Administrator), Epic software ambulatory training, and software installation.

Overview

23
23
years of professional experience
1
1
Certification

Work History

EPIC PRINCIPAL TRAINER/ANALYST– VARIOUS MODULES

Providence
06.2017 - Current
  • Proactively monitoring, analyzing, and reporting solutions and service results daily for optimal business operational performance
  • In-class and Virtual training for various projects and Epic modules such as the following: Ambulatory, Cadence, Inpatient, Beaker, Beacon, Cogito, Slicer Dicer, Resolute, Tapestry, Hello Patient, Zoom, On-Base, Template management, Dragon Experience, Telemed
  • Demonstrating proven communication skills, as well as requiring the ability to leverage technical business skills and financial skills in both a face-to-face and virtual team environment
  • While on the TeleHealth Leadership team, I would be managing performance relative to Service Level Agreement (SLA), while delivering against monthly and quarterly objectives, track telehealth projects status to completion
  • Supporting technical and platform operations teams in analysis and presentation of Root Cause Analysis (RCA) to our partners, while effectively managing change in the Hyperspace, Virtual and network environment
  • Managing contractual cost, schedule, and service or product deliverables as they relate to the delivery organization
  • Manage resources and coordinate client resources to deliver services and solutions to support the client organization
  • Developing, analyze and troubleshoot reporting metrics to ensure data accuracy and timeliness of deliverables
  • Provide interpretation and analysis of data for business management at regular intervals to guide strategic and tactical business decisions
  • Evaluating, refining and reporting on daily operational issues/successes, execute daily process/audit reviews and resolve outstanding issues in a timely manner
  • Maintaining relationships with existing clients by researching and understanding their business needs, responding to client concerns and problems, and acting as the liaison between the client and internal departments
  • Supporting data and reporting requests from internal and external auditors
  • Providing business consultation to determine scope of projects to support client needs
  • Working cross-functionally with Client Services, Product, Legal, Compliance, and Technology as needed to support business objectives
  • Key participant in client business reviews and planning sessions to further strengthen core services and client relationship
  • Developing executive summaries, business cases and presentations.

EPIC PRINCIPAL TRAINER– CADENCE/PRELUDE/AMBULATORY

The HCI Group(Mt. Sinai)
11.2016 - 01.2017
  • Conduct scheduled in-class and virtual training as assigned from client (Mt
  • Sinai) Learning Management System
  • Prepare training curriculum, scope, exercises and key take away lesson plans
  • Report metric and staff status and forecasting for all current classes
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration and change requests
  • Support Epic ATE Clinical System Go-Live support teams, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • Resolve training, build, workflow and knowledge document escalations.

EPIC CREDENTIAL TRAINER– BEAKER

Divurgent(Meridian Medical)
10.2016 - 11.2016
  • Conduct scheduled training as assigned from client Learning Management System
  • Prepare training curriculum, scope, exercises and key take away lesson plans
  • Report metric and staff status and forecasting for all current classes
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration and change requests
  • Actively participate in and Support Epic ATE Clinical System Go-Live support teams, for the optimization
  • Also, support EpicCare for Physicians and Mid-Level Providers
  • Resolve training and knowledge document escalations.

CERNER TRAINER/SUPPORT

The HCI Group (Adventist Hospital)
08.2016 - 10.2016
  • Conduct scheduled training as assigned from client (Adventist) Learning Management System
  • Prepare training curriculum, scope, exercises and key take away lesson plans
  • Report metric and staff status and forecasting for all current classes
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration and change requests
  • Support Cerner ATE Clinical System Go-Live support teams, for the optimization of Cerner for Physicians and Mid-Level Providers
  • Resolve training and knowledge document escalations
  • Facilitate conference calls and briefing with Hospital CMIO, Learning team, Physicians and Mid-Level Providers.

EPIC CREDENTIAL TRAINER– BEAKER/BEACON/CLINDOC/AMBULATORY/CADENCE

The HCI Group(UNC)
04.2016 - 08.2016
  • Conduct scheduled training as assigned from client (UNC) Learning Management System
  • Prepare training curriculum, scope, exercises and key take away lesson plans
  • Report metric and staff status and forecasting for all current classes
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration and change requests
  • Support Epic ATE Clinical System Go-Live support teams, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • Resolve training, build, workflow and knowledge document escalations
  • Facilitate conference calls and briefing with Hospital CMIO, Learning team, Physicians and Mid-Level Providers.

EPIC GO-LIVE LEAD – BEACON/CADENCE/ADT/GRAND CENTRAL

Santa Rosa(MD Anderson)
03.2016 - 04.2016
  • Report metric and staff status and forecasting for all current and working Go-Lives
  • Support Epic Beaker/Inpatient Clinical System, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • At The Elbow Support as well as Dress Rehearsal walk thru and training
  • Facilitate conference calls and briefing with Hospital CMIO, Physicians and Mid-Level Providers.

EPIC GO-LIVE Physician Support – AMBULATORY/CADENCE/RESOLUTE

Teksystems(WellStar)
04.2001 - 04.2016
  • Report metric and staff status and forecasting for all current and working Go-Lives
  • Support Epic Ambulatory/Cadence Clinical System, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • At The Elbow Support and training for the ATE staff as well as client staff
  • Training also included reporting building and data validation
  • Using Workbench tools, Cogito and Epic data signal.

EPIC GO-LIVE LEAD – BEAKER/BEACON/CADENCE/CLINDOC

The HCI Group(Prime Health)
02.2016 - 03.2016
  • Report metric and staff status and forecasting for all current and working Go-Lives
  • Support Epic Beaker/Inpatient Clinical System, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • At The Elbow Support as well as Dress Rehearsal walk thru and training
  • Facilitate conference calls and briefing with Hospital CMIO, Physicians and Mid-Level Providers.

EPIC PRINCIPAL TRAINER/GO-LIVE LEAD – INPATIENT/BEAKER/CADENCE/WILLOW

Physician Technology Partners(St. Lukes)
01.2016 - 02.2016
  • Report metric status, build ticket follow up and forecasting for all current and working Go-Lives
  • Support Epic Beaker/Inpatient Clinical System, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • At The Elbow Support as well as Dress Rehearsal walk thru and training
  • Facilitate conference calls and briefing with Hospital CMIO, Physicians and Mid-Level Providers.

EPIC PRINCIPAL TRAINER GO-LIVE – INPATIENT/HIM/HOME HEALTH CARE/AMBULATORY/CADENCE/BEAKER /BEACON

Walker Health IT(Ohio Health)
07.2015 - 12.2015
  • Report metric status and forecasting for all current and working Go-Lives
  • Support Epic HomeHealthCare/Inpatient/Ambulatory/HIM Clinical System, for the optimization of the EpicCare for Physicians and Mid-Level Providers
  • Develop workflow and optimization for Physicians and Mid-Level Providers Facilitate the use of technology by the end-user and to insure that the software system is performing at its highest performance level
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration, change requests and reporting using Work bench, Webi and Cogito
  • Implementation and training of Physicians and Mid-Level Providers with HIM EpicCare At The Elbow Support as well as Dress Rehearsal walk thru and training
  • Facilitate conferences and briefing with Hospital CMIO, Physicians and Mid-Level Providers.

EPIC CREDENTIAL TRAINER AND RESOURCE SUPPORT MANAGER

HCTec.(St. Luke)
05.2015 - 08.2015
  • Physician, RN, MA and Frontdesk support, training and lead
  • (Beacon, Beaker, Ambulatory, Cadence, ASAP and Willow)
  • Mobile installation, support and training of Haiku
  • Ambulatory/Cadence training for client Superuser Support Staff and Internal Teams
  • Hyperspace troubleshooting and support as needed
  • Execute testing for multiple modules for functionality integration, mapping, PRCT, charge testing, user security, device integration and change requests
  • Assist with maintaining training, quick tip and user guides on internal Sharepoint
  • Document, submit, follow up and track all incidents submitted/reported via internal ticketing system.

EPIC GO-LIVE – AMBULATORY/OPTIME/ANESTHESIA SUPPORT ANALYST

HCTec.
04.2015 - 05.2015
  • Physician, RN, MA and Frontdesk support, training and lead
  • Assist with maintaining training, quick tip and user guides on internal Sharepoint
  • Document, submit, follow up and track all incidents submitted/reported via internal ticketing system.

EPIC GO-LIVE – AMBULATORY SUPPORT ANALYST

Walker Health IT(St. Luke)
02.2015 - 04.2015
  • Physician, RN, MA and Frontdesk support, training and lead
  • Assist with maintaining training, quick tip and user guides on internal Sharepoint and/or DocuShare
  • Document, submit, follow up and track all incidents submitted/reported via internal ticketing system.

TECHNOLOGY AND RESOURCES SERVICE DESK PROJECT MANAGER

IT Connect Inc.(Santa Fe Public Schools/Santa Fe Medical Group)
09.2014 - 02.2015
  • Responsible for Determine, Measure, Analyze, Implement and Control of all assigned projects with project forecast for next fiscal year
  • Directly monitor and maintain Service Level Agreements with internal and external groups and vendors while maintaining Project budget
  • Responsible for helping the Service Desk meet operational project goals while improving the routine of meeting all Key Performance Indicators as agreed upon with client
  • Developed a strategic knowledge base to improve internal communication making knowledge and technical information readily available enterprise wide which increased customer satisfaction survey to 98% from 89.7%
  • Assisted key personnel in incident management development, change request implementation, EPIC training/coordination and project coordination
  • Defined, owned and maintained all training access and curriculum deployment to staff and leadership to improve annual review goals and the process overall
  • Responsible for status reporting and future project state to executives and senior staff
  • Developed and managed key Six Sigma project to save the client 2.3 Million dollars from internal and external spending.

EPIC GO-LIVE – CPOE/WILLOW SUPPORT ANALYST

Physician Technology Partners
10.2014 - 11.2014
  • Physician, RN, MA and Frontdesk support, training and lead
  • Assist with maintaining training, quick tip and user guides on internal Sharepoint
  • Document, submit, follow up and track all incidents submitted/reported via internal ticketing system.

CLIENT DELIVERY MANAGER

CSC / Raytheon Account
09.2011 - 07.2014
  • Managed Service Delivery teams and managers (13 Area Managers, 21 Site/Team Leads, 200+ indirect local/field/mobile site support technicians), Network/Telephony team and 8 schedulers to ensure successful carryout and completion of projects
  • Responsible for multiple framework deliverables, action items and project management
  • Frameworks included Network, Platform services, Mobile and Collaboration services
  • Monitored SLA performance for all Key Performance Indicators and Operation Performance with bi-weekly meetings with Customer Executive and Management teams
  • Addressed any SLA or staffing issues and/or needs to designated Area Managers for SAS
  • Conducted weekly status meetings with Customer Leadership team to view performance for SLA’s, staffing, customer survey responses, and overall projects status
  • Responsible for maintaining and reconciling $10M dollar budget for Business Unit and approved of all allocations of funds for all hours worked and purchase orders for multiple vendors and contracting agreements
  • Created and administered SOW (Statement of Work) with leverage of applicable resources with proper billing rates and hours associated for onshore/offshore accounts and leveraged services.

Q&A ENGINEER

Epson America
03.2004 - 10.2008
  • Tested and implemented Beta procedures for SPC's (Scanners, Printers, and Combos)
  • Documented discrepancies/bugs found in test procedures for SPC's, then recorded and posted on database for corrections by engineers in Japan
  • Tested networking compatibles and Beta software for SPC's on all Windows and MAC Operating Systems
  • Utilized Ghost for OS imaging on machines with drivers for testing.

IRT ANALYST SUPERVISOR

Deloitte & Touché
03.2002 - 03.2004
  • Supervisory point of contact and support for the Incident Management Team/National Resources and TCC (Technology Call Center) that provided customer service for external customers in Aerospace, Healthcare, Entertainment, and Industrial industries
  • Managed an Incident Management team of 12
  • Provided support for escalated firm-impacting incidents to the National Resources Queue, via Service Desk, from all Techs (200+ Techs) and Referral Resources Teams
  • Managed team that assisted Referral Resource Teams as well as outsourced vendors in resolving firm impacting issues, ranging from connectivity to national outages
  • Distributed parent ticket information out to TCC for fast action on gathering information for Referral Resources Teams or outside vendors, while monitoring the life cycle of incidents
  • Responded to inquiries on escalated incidents to management
  • Corrected, updated, and created Knowledge Documents and procedures as needed
  • Created, monitored, and implemented support procedures for the TCC
  • Actively participated in deploying, implementing and creation of Referral Resource Team procedures, tasks and processes
  • Actively participated and lead Lean Six Sigma Projects processes and implementation of phases
  • Train Nursing LDA’s documentation, Workflow and proper documentation of medication with Bar code references for multiple hospitals in Los Angeles Area
  • Provide elbow support in Pre Admission Testing units during Go Live
  • Implemented first call resolution procedures to increase percentage of resolved first calls for the TCC
  • Provide support to end users on the use and simplification of In Basket
  • Provide support to nursing staff and physician clients on how to use charting tools
  • Provide support to end users on how to document and administer immunization and entering vital information for patients
  • Participated in EPIC go live consultant training and software install and implementation
  • Subject Matter Expert/Managed Teams of the following: Mobile Devices (Goodlink/ActiveSync) EAS server, Active Directory, Outlook 2003/2007, Sharepoint, SAP GUI installation and account setups
  • EPIC ambulatory training and support.

SUPPORT ANALYST

Microtek Inc.
10.2001 - 07.2003
  • Provided advanced level PC and MAC support
  • Responsible for Scanner, LCD, Digital Camera, Hardware, and Software troubleshooting related to installation and/or product compatibility via phone and email
  • Performed customer call tracking data entry on customer incoming calls and resolutions used to resolve issues
  • Completed weekly reports on error logs and troubleshooting techniques
  • Responsible for Return Merchandise Authorizations (RMA's) using Oracle for returns.

Education

Bachelor of Science - Computer Information System

DeVry University
01.2005

Skills

  • Agile (CSC SCRUM), DMAIC (Define/Measure/Analyze/Improve/Control)
  • MS Office (2007-2013), MS Project (2010-2013), MS Sharepoint, SAP

Certification

  • 2020, Epic Cadence Certification
  • 2013, Lean Six Sigma – Green Belt
  • 2007, ITIL v3

Timeline

EPIC PRINCIPAL TRAINER/ANALYST– VARIOUS MODULES

Providence
06.2017 - Current

EPIC PRINCIPAL TRAINER– CADENCE/PRELUDE/AMBULATORY

The HCI Group(Mt. Sinai)
11.2016 - 01.2017

EPIC CREDENTIAL TRAINER– BEAKER

Divurgent(Meridian Medical)
10.2016 - 11.2016

CERNER TRAINER/SUPPORT

The HCI Group (Adventist Hospital)
08.2016 - 10.2016

EPIC CREDENTIAL TRAINER– BEAKER/BEACON/CLINDOC/AMBULATORY/CADENCE

The HCI Group(UNC)
04.2016 - 08.2016

EPIC GO-LIVE LEAD – BEACON/CADENCE/ADT/GRAND CENTRAL

Santa Rosa(MD Anderson)
03.2016 - 04.2016

EPIC GO-LIVE LEAD – BEAKER/BEACON/CADENCE/CLINDOC

The HCI Group(Prime Health)
02.2016 - 03.2016

EPIC PRINCIPAL TRAINER/GO-LIVE LEAD – INPATIENT/BEAKER/CADENCE/WILLOW

Physician Technology Partners(St. Lukes)
01.2016 - 02.2016

EPIC PRINCIPAL TRAINER GO-LIVE – INPATIENT/HIM/HOME HEALTH CARE/AMBULATORY/CADENCE/BEAKER /BEACON

Walker Health IT(Ohio Health)
07.2015 - 12.2015

EPIC CREDENTIAL TRAINER AND RESOURCE SUPPORT MANAGER

HCTec.(St. Luke)
05.2015 - 08.2015

EPIC GO-LIVE – AMBULATORY/OPTIME/ANESTHESIA SUPPORT ANALYST

HCTec.
04.2015 - 05.2015

EPIC GO-LIVE – AMBULATORY SUPPORT ANALYST

Walker Health IT(St. Luke)
02.2015 - 04.2015

EPIC GO-LIVE – CPOE/WILLOW SUPPORT ANALYST

Physician Technology Partners
10.2014 - 11.2014

TECHNOLOGY AND RESOURCES SERVICE DESK PROJECT MANAGER

IT Connect Inc.(Santa Fe Public Schools/Santa Fe Medical Group)
09.2014 - 02.2015

CLIENT DELIVERY MANAGER

CSC / Raytheon Account
09.2011 - 07.2014

Q&A ENGINEER

Epson America
03.2004 - 10.2008

IRT ANALYST SUPERVISOR

Deloitte & Touché
03.2002 - 03.2004

SUPPORT ANALYST

Microtek Inc.
10.2001 - 07.2003

EPIC GO-LIVE Physician Support – AMBULATORY/CADENCE/RESOLUTE

Teksystems(WellStar)
04.2001 - 04.2016

Bachelor of Science - Computer Information System

DeVry University

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