Patrick Heinecke
Cockeysville,MD
Summary
Experienced Trapeze Software Support Specialist with a strong understanding of the requirements of the Maryland Transit Administration and Trapeze. Skilled in troubleshooting and providing desktop support for Windows, Linux, and Mac systems. Demonstrated expertise in resolving issues efficiently and accurately.
Overview
11
11
years of professional experience
Work History
Jr Trapeze Systems Administrator
Maryland Department Of Transportation
11.2021 - Current
- Plays an active role in software implementation of FX, COM, OPS, Publish, Bus Stop Manager, and Transit Master product upgrades into the MTA environment.
- Supports end-users with problem evaluation, troubleshooting, training, and guidance.
- Conducts monthly server patching and manages communication with end users regarding status of patches.
- Manages GPS implementation and troubleshooting for Transit Master Software.
- Diagnosis and troubleshoots hardware, software and network issues.
- Assists with SQL report creation and management to address user needs.
- Creates training documents and troubleshooting guilds to assist users and standardize internal practices.
Clinical Operations Coordinator
University Of Maryland Health Plans (CareFirst)
08.2018 - 10.2021
- Completed data entry.
- Audited for compliance with state and federal regulations regulations.
- Corrects any data entry errors to prevent later issues such as duplication.
- Manages documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
Member Service Representative
University Of Maryland Health Plans (CareFirst)
10.2015 - 08.2018
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Identified underutilized software feature for Care Manager, created desktop procedures, and implemented said procedures to decrease case creation times by 90%
- Created Excel macros to complete daily reports.
Hospital Dispatcher
Crothall - Sinai Hospital
09.2014 - 10.2015
- Managed team of 30
- Coordinated Internal transport
- Maintained response time of 5 minutes
- Insured proper safety protocols where being preformed
Assistant Department Head of Extreme Sports
Camp Airy
06.2014 - 08.2014
- Managed team of 15 employees.
- Trained employees in safe equipment usage, proper safety procedures, attendance reporting, and emergency protocols.
- Covered staff responsibilities when understaffed.
- Evaluated dune buggy operations and modified them to decreases department costs and increase customer safety completing company's first year of zero customer dune buggy related injuries.
Patient Transport
LifeBridge - Sinai Hospital
11.2013 - 09.2014
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers.
- Analyzed patients' medical conditions to identify proper mode of transport.
- Consistently completed most amount of tasks and had best overall task times.
- Mentioned positively in customer survey within three months of working for Lifebridge.
Education
High School Diploma - undefined
Dulaney High School
Baltimore, M D2012
Skills
- System Administration
- Trapeze Suite Proficiency
- Data Entry
- Training delivery
- Scheduling
- MS Office
- Quality Assurance
- Administrative support
- Team building
- Flexible & Adaptable
- System Configuration
- Planning and Coordination
- Remote Support
- Software Installation
- Ticket management
- Customer Support
- Software configuration
- Network Management
Timeline
Jr Trapeze Systems Administrator
Maryland Department Of Transportation
11.2021 - Current
Clinical Operations Coordinator
University Of Maryland Health Plans (CareFirst)
08.2018 - 10.2021
Member Service Representative
University Of Maryland Health Plans (CareFirst)
10.2015 - 08.2018
Hospital Dispatcher
Crothall - Sinai Hospital
09.2014 - 10.2015
Assistant Department Head of Extreme Sports
Camp Airy
06.2014 - 08.2014
Patient Transport
LifeBridge - Sinai Hospital
11.2013 - 09.2014
High School Diploma - undefined
Dulaney High School
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