Rachelle Waddy
ServiceNow Extern
Katy,TX
Summary
Highly organized and detail-oriented in managing and maintaining various technical systems and applications. Proficient in configuring, monitoring, and optimizing servers, networks, and cloud-based environments. Excellent at managing and prioritizing multiple tasks in a fast-paced environment while ensuring strict adherence to service level agreements. Adept at collaborating with cross-functional teams, including developers, testers, and business stakeholders to drive technical initiatives and improve service delivery.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
ServiceNow/NextGen Extern
ServiceNow
Remote, CA
03.2023 - Current
- Gain understanding of customization, design and support solutions on ServiceNow platform as it relates to ITSM, Service Portal, JavaScript and other related functionality.
- Complete configuration and workflow administration collaboratively to support business processes within ServiceNow platform.
- Created and implemented ServiceNow customizations, including IT Service Management, Service Portal, Scripting, etc.
- Identified and immediately resolved issues with network devices.
- Developed and implemented ServiceNow Knowledge Management module resulting in 30% reduction in resolution time for incidents. h
Patient Access Coordinator
Rogers Behavioral Health
Remote, WI
03.2020 - 02.2023
- Project management with operating multiple tasks simultaneously, with prioritizing workload, and ensure that all deadlines are met in workload.
- Utilized understanding of healthcare management software, electronic medical records (EMRs), CRMs, and Telehealth platforms.
- Identified and address problems, using critical thinking and analytical skills to find solutions with resolving billing disputes, and medical discrepancies by ensuring regulatory compliance.
- Reduced patient appointment cancellations by 40% by implementing patient reminder system and streamlined patient check-in process, leading to 15% reduction in patient wait time.
Patient Data Manager
Tomball Regional Medical Center
Tomball, TX
04.2015 - 01.2020
- Collaborated with other healthcare professionals, to develop and implement patient care plans that are based on patient data and analysis.
- Managed patient data to ensure organization and easily accessible to healthcare departments, and that it is properly protected against unauthorized access, disclosure, or loss.
- Developed and implementing data management policies and procedures to improve automation and efficiency within workflow.
- Successfully migrated patient data from legacy systems to new electronic medical record system with 99% accuracy rate.
Education
Associate of Applied Science -
Lone Star College System
Spring, TX 08.2020 - 04.2023
Skills
Analysis and critical thinking
Teamwork and Collaboration
ServiceNow Workflows
Service Portal Development
Data Analysis
Certification
Introduction to IBM z/OS-IBM
Timeline
Micro-Certification-Flow Designer-ServiceNow
04-2023
ServiceNow/NextGen Extern
ServiceNow
03.2023 - Current
Introduction to IBM z/OS-IBM
03-2023
Micro-Certification - Welcome to ServiceNow
02-2023
Associate of Applied Science -
Lone Star College System
08.2020 - 04.2023
Patient Access Coordinator
Rogers Behavioral Health
03.2020 - 02.2023
Patient Data Manager
Tomball Regional Medical Center
04.2015 - 01.2020