Serenity Thomas
Fort Myers,FL
Summary
Network engineer with 7 years of experience in delivering complex IT solutions. Achievements include a 35% reduction in PACS downtime and successful migration .Focused on leveraging technical skills and strategic insights to enhance operational efficiency. Resourceful Systems Support Analyst known for high productivity and efficient task completion. Skilled in troubleshooting, network management, and security protocols. Excel at communication, teamwork, and problem-solving to enhance system functionality and user satisfaction. Committed to continuous learning and improvement in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PACS Support Analyst
Atlas professionals
06.2022 - Current
- Provide Tier 2/3 support for PACS and imaging-related applications across multiple hospital departments and outpatient centers.
- Administer, troubleshoot, and maintain GE Centricity PACS and RIS environments for over 100 radiologists and technologists.
- Collaborate with Radiology, IT, and third-party vendors to resolve system performance and image routing issues.
- Ensure compliance with HIPAA and patient privacy regulations in all support tasks.
- Assist with system upgrades, data migrations, and modality integrations (CT, MR, DR).
- Develop user guides and train radiology staff on PACS/RIS usage and best practices.
- Manage escalations, root cause analysis, and resolution of complex incidents.
- Key Achievements:
- Reduced PACS downtime by 35% through proactive monitoring and root cause analysis.
- Played a key role in the successful migration of over 2 million studies during PACS upgrade.
IT help desk technician tier 3
Duke Energy
03.2021 - 05.2022
- Offer technical support to company staff and troubleshoot computer problems and help with onboarding end users.
- Optimize administration, including best practice integrations and automations.
- Migrating Exchange from On-Prem to M365.
- Created a disaster recovery plan for a real estate client to ensure business continuity in the event of a disaster.
- Participate in on-call rotation to provide 24/7 support for critical issues.
- Serve as a resource for development teams on code deployments and release management.
- Implement security measures including firewall configurations and antivirus installations.
EMR Business Systems Trainer
Epic Health Partners
12.2019 - 02.2021
- Solved escalated and educated all Epic Care employees on EPIC EMR and business systems issues, leveraging ticketing systems and vendor collaboration.
- JMH credentialed training program for front desk MA and provider. Taking on multiple classes at JMH epic and performing a teach back.
- Developed and conducted classroom training under supervision, including front desk and MA workflows, EPIC EMR access, and general computer literacy.
- Led classroom trainings under the supervision of the Lead EPIC Trainer\Analyst trained walked users through using encrypted logins, outlook and the Group-share.
- Classroom time was also be dedicated to setting up USON credentials and 2fa.
- Worked tickets for EPIC EMR through the Path forward provided ticketing system.
- Assisted Management at EPIC CARE in understanding the EPIC system well enough to use it to the best of its abilities and perform the audits and analysis necessary to continue to run efficiently.
- Acted as a liaison between EPIC CARE staff and the JMH helpdesk.
- Participated in system upgrades through analysis, testing.
Help desk technician
Best buy
03.2017 - 12.2019
- Installed, configured, and maintained hardware and software; performed regular maintenance on desktops, laptops, and mobile devices with Windows 10 and 11.
- Troubleshoot, resolve, and document technical issues Worked closely with other IT staff to ensure a cohesive and efficient IT environment.
- Created, modified, and deleted user accounts in Active Directory and Azure solutions for over 100 clients.
- Executed system backups and restores on a weekly schedule.
- Monitored audits to ensure compliance with established security policies and protocols.
Education
Bachelor of Information Technology -
01-2020
Skills
- MacOS
- Windows
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- AWS
- Azure
- Google Cloud
- VMware
- Hyper-
- Python
- Java
- SQL
- C#
- Powershell
- Microsoft Windows Server
- Active Directory
- ServiceNow
- Remedy
- Jira
- Fuji Synapse
- Data migration
- PACS administration
Certification
- Cisco Certified Network Professional, 2019
- CompTIA A+, 2021
- Microsoft Certified Solutions Expert, 2022
- MD-102: Endpoint Administrator, 2024
- EpicCare Certification, 2024
Timeline
PACS Support Analyst
Atlas professionals
06.2022 - Current
IT help desk technician tier 3
Duke Energy
03.2021 - 05.2022
EMR Business Systems Trainer
Epic Health Partners
12.2019 - 02.2021
Help desk technician
Best buy
03.2017 - 12.2019