Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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

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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

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