Shekia Mitchell
Douglasville,GA
Summary
I am Highly skilled in technical support within multiple applications. Coachable, fast learner to those applications that have not yet been introduced. Always providing professional communication amongst colleagues, clients, and customers.
A trendsetter for enthusiasm and positive energy. Proving innovative solutions to problems, in collaboration with group observations and opinions.
Overview
10
10
years of professional experience
Work History
EPIC APPLICATIONS SUPPORT (EPIC TECHNICAL SUPPORT)
HCTec
12.2016 - 08.2021
- Provides remote expertise for deployments and managing Clients' enterprise platforms and VDI
- Actively participated in help clients access their applications, password resets, all phases of technical support, and patients with account access issues
- Participate in end-user design and validation meetings and supports roll-out of new implementations
- Supports live applications and sites by sharing on-call support, monitoring Help Desk tickets and designing enhancement and optimization solutions
- Superior communication and customer service abilities across multiple platforms
- Mentors and understands the data flow between Epic and other interfacing applications.
EPIC SERVICE DESK ANALYST
HCTec
01.2016 - 08.2021
- Currently participate in all phases of the triaging tier 1 service desk tickets
- Performs various troubleshooting methods to resolve tier 1 tickets
- Actively supports several Epic applications for various managed services clients
- Thinks outside of the box to resolve issues at the 1st level of support, regression, actively provides Tier 1 support to patients, physicians, and hospital staff for Epic related hospital applications
- Work with application end users to identify and correct issues in a timely and professional manner
- Attend team meetings to discuss team and process related activities, work tasks, and issues
- Complete specific team task activities as outlined in my daily work plan and other job-related duties, as assigned
- Adhere to organizational standards for application configuration and system changes and updates.
INFORMATION TECHNOLOGY ANALYST
XPO Logistics
01.2014 - 01.2016
- Designed, customize and optimize workflows for various specialties
- Technical lead for workflow optimization
- Liaison with client team, and vendor to trouble shoot technical issues
- Participated in project team meetings to assure the clients' guidelines for service are met
- Led and focuses team efforts
- Provides leadership to both internal and external
- Led delivery of clients' service meetings; collaborates with management to achieve quarterly goals.
COMCAST INFORMATION TECHNOLOGY ANALYST
01.2012 - 01.2014
- Managed a single project and team
- Provides leadership to both internal and client personnel
- Leads delivery of client results
- Collaborates with client management
- Mentored staff in escalation processes and troubleshooting process to meet service agreements
- Consistently produced project deliverables that meet or exceed expectations.
Education
Information Technology Associates Degree - Cyber Security
STRAYER UNIVESITY
01.2021
Skills
- Problem Resolution
- Customer Support
- System monitoring
- Software Installation
- Incident Management
- Ticket management
- Security Protocols
- Customer-facing presentation skills
- Server maintenance
- Hardware integration
- Customer Service
- Time Management
- Problem-Solving
- Multitasking
- Remote Technical Support
- Troubleshooting Network Issues
- Analytical Thinking
- Customer Communication and Empathy
References
REFERENCES UPON REQUEST
Timeline
EPIC APPLICATIONS SUPPORT (EPIC TECHNICAL SUPPORT)
HCTec
12.2016 - 08.2021
EPIC SERVICE DESK ANALYST
HCTec
01.2016 - 08.2021
INFORMATION TECHNOLOGY ANALYST
XPO Logistics
01.2014 - 01.2016
COMCAST INFORMATION TECHNOLOGY ANALYST
01.2012 - 01.2014
Information Technology Associates Degree - Cyber Security
STRAYER UNIVESITY