Sorrentina Awala
Knoxville,TN
Summary
Service Desk Agent and Epic ATE support analyst with a proven track record in diagnosing and resolving complex IT issues. Recognized for exceptional customer service skills, effectively empathizing with clients to enhance their experience. Dedicated to leveraging technical expertise and teamwork to implement innovative solutions and streamline operations. Committed to continuous learning and adapting to new technologies, driving efficiency in support processes.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Epic ClinDoc Go-Live Support ATE Specialist
Healthrise
08.2023 - Current
- Provided Epic elbow support to physicians, nurses, and PCAs, fostering a seamless clinical workflow
- Troubleshot system issues while maintaining communication with project leads and support staff
- Delivered in-depth training on Epic and Dragon applications for inpatient systems
- Developed educational materials including Quick Start Guides and Tutorial Videos
- Managed equipment and software upgrades at clinical sites
Epic Ambulatory/Cadence Go-Live Support ATE Specialist
Mass General Brigham | Emerson Health
Boston, MA
03.2023 - 08.2023
- Provided critical EMR system support for front desk staff, physicians, and nurses during go-live
- Delivered comprehensive technical training, enhancing physician proficiency with EMR systems
- Documented system performance and problem resolution for over 800 patient encounters
- Ensured compliance with healthcare regulations by meticulously documenting patient information
Service Desk Analyst
HcTech Consultant
Brentwood, TN
01.2020 - 03.2023
- Analyzed and resolved IT issues to minimize productivity loss
- Directed calls to specialists and alerted management to recurring problems
- Delivered troubleshooting solutions for password resets, printer configurations, and software issues
- Maintained service desk tickets from inception to closure
- Ensured positive working relationships with internal teams and management
Customer Service Representative/Technical Support Representative
Graham Healthcare Group
Houston, TX
01.2020 - 12.2020
- Handled incoming calls and emails for customer support and product/service inquiries
- Escalated customer concerns and resolved technical issues
- Updated software versions and protected users by closing security vulnerabilities
- Documented repair processes to streamline future technical support actions
Medical Doctor
Federal Medical Center
Abuja, FCT
11.2012 - 11.2019
- Reviewed patient history and conducted physical exams to develop treatment plans
- Provided patient education on diet, activity, and disease prevention
- Maintained strict patient confidentiality in compliance with HIPAA regulations
- Ordered lab tests and imaging scans to guide diagnosis and treatment
- Collaborated with nursing and support staff to coordinate care activities
Medical Intern
Federal Capital Territory District Hospital
Abuja, FCT
08.2010 - 10.2011
- Shadowed specialists across various departments, gaining hands-on experience
- Performed phlebotomy, arterial line placement, and nasogastric tube placement
- Recorded patient conditions in electronic medical records and assisted nursing staff
Education
Bachelor of Science - MD
Kursk State Medical University
Russia07.2010
Skills
- Call Center Experience
- Technical Support Experience
- Teamwork
- Flexible Work Schedule
- Communication Skills
- Customer Service
- Desktop Troubleshooting
- Desktop Administration
- Scheduling Support
- Microsoft Office Suite
- Epic Ambulatory/Cadence Go-Live Support
- Problem-Solving
- Adaptability
- System Administration
- Hardware support
- Service level agreements
- Incident management
- Remote technical support
- Complaint resolution
- Adaptability and flexibility
- Coordination
- Time management
- Call escalation
- Live chat support
- Spreadsheets
- Data entry
Certification
- HLS4X: Bioethics, HarvardX, 08/19
- Leadership and Management in Health, University of Washington
- Introduction to Biomedical Imaging, University of Queensland, 07/19
- Diploma in Workplace Safety and Health, Alison Courses
Timeline
Epic ClinDoc Go-Live Support ATE Specialist
Healthrise
08.2023 - Current
Epic Ambulatory/Cadence Go-Live Support ATE Specialist
Mass General Brigham | Emerson Health
03.2023 - 08.2023
Service Desk Analyst
HcTech Consultant
01.2020 - 03.2023
Customer Service Representative/Technical Support Representative
Graham Healthcare Group
01.2020 - 12.2020
Medical Doctor
Federal Medical Center
11.2012 - 11.2019
Medical Intern
Federal Capital Territory District Hospital
08.2010 - 10.2011
Bachelor of Science - MD
Kursk State Medical University
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