Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ray Henderson

Kansas City

Summary

IT Applications Support Specialist with experience supporting enterprise healthcare systems and resolving complex technical issues in production environments. Skilled in troubleshooting software and system incidents, documenting root cause analysis, and collaborating with cross-functional teams to improve system performance and reliability. Experienced working with enterprise applications, end-users, and technical teams to diagnose issues, manage support tickets, and deliver effective technical solutions.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Hydraulic Technician

GT Midwest
06.2023 - Current
  • Apply structured troubleshooting techniques to resolve equipment and operational issues
  • Maintain operational documentation and records for production systems
  • Identify discrepancies in operational workflows and inventory processes
  • Collaborate with team members to improve operational efficiency and reliability

Epic Go-Live Technical Support Specialist

Epic Prime
08.2022 - 05.2023
  • Provided enterprise application support during Epic EHR system deployment
  • Troubleshot complex system and workflow issues affecting clinical users
  • Documented system incidents, resolutions, and technical feedback for IT teams
  • Escalated unresolved issues to specialized technical teams when necessary
  • Assisted healthcare staff with system navigation and workflow optimization
  • Analyzed recurring issues and supported improvements to system usability

Agent Support Specialist

Asurion
10.2021 - 11.2022
  • Provided technical support for high-volume digital platforms and user accounts
  • Diagnosed and resolved software and system access issues
  • Documented troubleshooting steps and maintained issue records in support systems
  • Communicated technical solutions clearly to non-technical users
  • Assisted with escalation of complex issues to advanced support teams

Education

Bachelor of Science - Information Technology

Strayer University

Associate in Arts - Information Technology

Strayer University

Skills

  • Application Support
  • Troubleshooting
  • Enterprise Software Support
  • Incident Management
  • Root Cause Analysis
  • Ticketing Systems
  • Issue Documentation
  • Technical Troubleshooting
  • Enterprise System Deployment Support
  • Workflow Analysis
  • Optimization
  • Customer Technical Support
  • User Technical Support
  • Cross-Functional Collaboration
  • HIPAA-Compliant Data Handling

Certification

  • TestOut Security Pro, 01/01/25
  • TestOut PC Pro, 01/01/24
  • TestOut IT Fundamentals Pro, 01/01/23

Timeline

Hydraulic Technician

GT Midwest
06.2023 - Current

Epic Go-Live Technical Support Specialist

Epic Prime
08.2022 - 05.2023

Agent Support Specialist

Asurion
10.2021 - 11.2022

Bachelor of Science - Information Technology

Strayer University

Associate in Arts - Information Technology

Strayer University
Ray Henderson