Shaina De Geneste

• Epic Module Support: Provide advanced Tier 2 support for Epic modules, including ClinDoc, Inpatient Orders, Ambulatory, Cupid, ASAP, Spec Doc, Radiant, Beacon, and Stork, ensuring alignment with clinical requirements and successfully resolving 90% of application incidents within established SLA timelines.
• Workflow Optimization: Build, implement, test, validate, and document complex clinical workflows and troubleshooting procedures to streamline system implementation and minimize downtime.
• Documentation & Training: Reduced Mean Time to Resolution (MTTR) by creating detailed documentation for ServiceNow Knowledge Base Articles (KBAs) and offering standardized troubleshooting techniques for complex Epic workflows. Contributing to a 25% increase in clinician adoption rates and self-service proficiency.
• Issue Resolution: Track, escalate, and resolve high-priority application incidents with ServiceNow while upholding strict service-level agreement (SLA) requirements.

• Technical Troubleshooting: Diagnosed complicated system defects and performed technical troubleshooting within a high-pressure production environment.
• Quality Control: Managed meticulous inspection records and quality assurance paperwork, guaranteeing 100% compliance with safety and technical standards.
• Process Improvement: Collaborated with cross-functional teams on QA efforts, utilizing analytical thinking to identify and resolve reoccurring technical errors.

• Enterprise Support: Managed Microsoft 365 ecosystem for an enterprise environment of 40,000+ users, ensuring seamless application functionality.
• Automation: Leveraged PowerShell to automate user provisioning and account creation, reducing manual setup time by 20%.
• Cloud Migration: Assisted in the large-scale migration to Microsoft 365, enhancing organizational scalability and reducing on-premise infrastructure costs.

• Healthcare IT Focus: Provided specialized support for healthcare systems, maintaining a deep understanding of the unique technical needs of medical professionals.
• Identity Management: Optimized healthcare IT security by managing user accounts and licenses across Azure AD and Imprivata, facilitating SSO and MFA authentication for clinical staff. Proactively resolved technical roadblocks, achieving a 20% increase in user satisfaction through rapid troubleshooting and the ability to manage high-volume requests simultaneously.
• Performance Excellence: Resolved 90% of technical inquiries within 24 hours, resulting in a 20% increase in overall user satisfaction scores.

Expected in 06/2027