Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Hammond

Cincinnati

Summary

Highly analytical, communicative, and collaborative individual with a strong track record of quickly adapting to new environments. Committed to contributing to team success and continuously developing professional skills. Known for bringing a positive attitude and dedication to continuous learning and growth. Experienced as a dynamic HR Employee Data Specialist and IT Support professional at Mercy Health, with expertise in Workday and critical problem-solving. Demonstrates leadership qualities and adaptability, resulting in enhanced operational efficiency and improved team collaboration. Proven ability to drive significant process improvements, fostering a results-driven environment.

Overview

26
26
years of professional experience

Work History

HR Employee Data Specialist

Mercy Health
03.2020 - Current
  • Responsible for daily operational of HR Service Now cases submitted by associates and Service Advisors within the Mercy Health organization to research & resolve
  • Workday data changes that include (certification license updates, name changes, Organization Changes, Cost center Changes, Pay Rule Changes, Work Location Changes, Job Status/Job Profile Changes, Union updates, Hire Date/Service Dates/Term Date Changes, etc.)
  • Work with HR Strategic partners on various projects
  • Assist other Human Resources staff members on various projects
  • Participates and engages in departmental activities for process improvement, departmental meetings, and team building activities
  • Provides support and assistance to team members, managers, and employees for Human Resource programs

IT Help Desk Analyst 1

Mercy Health
09.2017 - 03.2020
  • Provides front line support to end users by responding to telephone calls, email and electronic requests for technical support to problem Incidents and Service Requests
  • Documents, tracks, and monitors incidents from the original call into the service desk through problem resolution to ensure a timely resolution
  • Respond to all End User support calls, emails, and electronic requests in accordance with established policies, procedures to meet First call Resolution (FCR) and set forth SLAs
  • Coordinate communications to users and support staff for project/problem status and follow up through paging, phone calls, and/or through current call tracking software

Public Safety Dispatch Operator

UC Medical Center
10.2022 - Current
  • Answer emergency and non-emergency calls for service
  • Simultaneously dispatch and monitor radio traffic and location information for Public Safety Officers
  • Prioritize calls for service
  • Answer and route incoming calls to include patient information, paging, directory assistance and emergency calls
  • Process outgoing calls including long distance, international and conference calls
  • Monitor the following: medical and non-medical lines; clinical alerts; PO&M systems; security and weather alert systems
  • Perform paging and on call services and provide programming and testing of pagers
  • Produce, maintain, and distribute master on-call schedules
  • Maintain proper and up-to-date documentation for all responsibilities listed above per policy

Patient Access Representative (Radiology)

Cincinnati Children’s
09.2024 - Current
  • Provides assistance and services to patients, families, staff and external agencies in the accurate completion of patient registration, admission and scheduling
  • Investigates and resolves customer requests, questions or problems according to CCHMC policies and procedures
  • Contacts outside representatives to request information or assistance in resolving problems

Tier 2 Technical Help Desk Support

Trivantis
03.2012 - 09.2017
  • Troubleshoot eLearning software problems via telephone, email, GoTo Meeting and NetSuite for client’s eLearning courses and software registration issues associated with Lectora, SnagIt, Camtasia, Flypaper, SNAP and other various applications through the effective use of available technical resources

Planview Support Specialist

Anthem Blue Cross & Blue Shield
01.1999 - 03.2012
  • Represented the company as a Help Center point of contact providing 2nd Level Support for Planview as a Subject Matter Expert
  • Conducted in-depth analysis and troubleshooting of problems for enterprise-wide customers internally
  • The primary focus was on the availability and reliability of the Planview system and its infrastructure, identifying problem trends that affected the customer, and making recommendations to customers to assist them in running their business or projects efficiently

IT Project Support Coordinator

03.2004 - 01.2009
  • Periodically led the daily Technical Team Project meetings where managers, helpdesk personnel and project leaders shared Planview issues, upcoming releases, and system process changes
  • Directly assisted IT Project Managers with project upgrades to an enterprise-wide major system change
  • Assisted in maintaining SharePoint sites for Project Managers

Education

Associates - Information Technology

SNHU
06.2009

Project Management Associate Certificate -

ESI
Cincinnati, OH
06.2009

Skills

  • Leadership experience
  • Proficient with Workday
  • Teamwork
  • Excellent time management skills
  • Computer Skills
  • Organizational
  • Self-Management
  • Willingness to learn
  • Critical & Problem-Solving skills
  • Dependability
  • Adaptability

Timeline

Patient Access Representative (Radiology)

Cincinnati Children’s
09.2024 - Current

Public Safety Dispatch Operator

UC Medical Center
10.2022 - Current

HR Employee Data Specialist

Mercy Health
03.2020 - Current

IT Help Desk Analyst 1

Mercy Health
09.2017 - 03.2020

Tier 2 Technical Help Desk Support

Trivantis
03.2012 - 09.2017

IT Project Support Coordinator

03.2004 - 01.2009

Planview Support Specialist

Anthem Blue Cross & Blue Shield
01.1999 - 03.2012

Project Management Associate Certificate -

ESI

Associates - Information Technology

SNHU

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