Stevens Prophete
Ozone Park,NY
Summary
Dynamic Analyst with proven expertise in PACS administration at NYU Langone Health, excelling in troubleshooting and workflow optimization. Adept at vendor coordination and delivering exceptional end-user support, I consistently enhance client satisfaction and streamline processes, leveraging strong technical skills in DICOM management and effective communication to drive results.
Overview
5
5
years of professional experience
Work History
Analyst I-Solutions Development
NYU Langone Health
Mineola, New York
06.2024 - Current
- Administer and support PACS and RIS systems across multi-site radiology departments.
- Troubleshoot image transfer, study reconciliation, and modality connectivity issues.
- Maintain DICOM and HL7 interfaces between PACS, RIS, and EMR systems.
- Coordinate with vendors on upgrades, patches, and system outages.
- Support radiologists, technologists, and clinical staff with workflow and application issues.
- Monitor system performance, and resolve downtime incidents to meet SLA requirements.
- Participate in PACS migrations, new modality integrations, and go-live events.
- Create documentation, and provide training for end users.
Clinical Service Desk Analyst/Provisioner
Allscripts/Altera Digital Health
Melville, New York
06.2023 - 06.2024
- Analyze client tickets to identify recurring trends and key escalation points, streamlining issue resolution processes.
- Manage P2 escalations within ISOC/SITMAN Team, contributing to resolution of critical issues.
- Deliver premium, white-glove service to VIP Clients and Providers, ensuring top-tier customer satisfaction.
- Demonstrated responsibility for establishing Sunrise Clinical Manager accounts and Series McKesson accounts, ensuring efficient client onboarding.
- Collaborated with AEHR Provisioning team to facilitate account creation for Touchworks Application, enhancing workflow efficiency.
- Prioritized Subject Matter Experts by expediting account creations in a timely manner, contributing to swift client support.
Lead Technical Service Desk Analyst
Allscripts/Altera Digital Health
Melville, New York
11.2022 - 06.2023
- Assessed client tickets to identify prevailing trends and key escalation points, streamlining issue resolution procedures.
- Liaised with managers to maintain and update Service Desk Knowledge Base.
- Worked closely with SMEs to facilitate creation of network share drives, contributing to enhanced user productivity.
- Assisted in both hardware refresh initiatives and application support, ensuring end users had the resources for optimal performance.
- Actively participated in monthly manager meetings, engaging in discussions about overall performance, metrics, and potential improvements.
- Maintained and expanded personal knowledge of evolving technology through online courses and modules, staying current with industry advancements.
- Provided top-tier, white-glove service to senior clients, ensuring meeting of unique needs and concerns with excellence.
- Played pivotal role in P2 escalations within the ISOC/SITMAN Team, contributing to the swift resolution of critical issues.
- Demonstrated strong leadership by managing team members, including monitoring Help Desk Queue, assigning daily tasks, guiding through challenging calls and web tickets.
MS Service Desk Analyst
Northwell Health
Melville, New York
09.2021 - 11.2022
- Delivered first-level support services across extensive Northwell Health Hospital System, ensuring timely assistance to a diverse clientele.
- Conducted thorough analysis and resolved IT issues, minimizing productivity disruptions for customers and achieving complete issue resolution.
- Provided advanced troubleshooting support to employees, enhancing laptop and desktop performance, configuring shared drives, optimizing system resources by clearing temp files, refreshing Citrix connections, and updating printer drivers.
- Maintained effective communication with customers, delivering consistent updates on issue progress and estimated resolution times.
- Demonstrated proficiency in addressing wide range of technical support matters, including printer configurations, server resets, password and account management, VPN troubleshooting, and Active Directory user account oversight.
- Handled a high call volume of over 45 calls per day, catering to clients ranging from entry-level personnel to VIP clients, with equal dedication.
- Supported over 15K clients, including 10 major hospitals and numerous clinics, in resolving PC and MAC-related issues, ensuring uninterrupted workflow.
- Achieved a remarkable performance record by maintaining a 97% quality grade average for both calls and web tickets, consistently meeting high service standards.
Licensed Real Estate Salesperson
eXp Realty
Valley Stream, New York
Education
Northwell Mentorship Program - PowerShell and Scripting
ISOC Department
Westbury, NY01-2023
Bachelor of Arts - Psychology
Cuny Queens College
Flushing, NY05-2015
Skills
- Technical Support
- PACS administration
- DICOM management
- Workflow optimization
- Vendor coordination
- End user support
- Application support
- Client Relationships
- Service Desk Management
- Escalation Management
- Account Creation
- Team Leadership
- Active Directory
- Troubleshooting
- Windows 7-11
- MAC
- CRM Software
- ServiceNow
- VMware
- QRadar
- Cisco
- Vision
- Citrix
- BeyondTrust
- Microsoft Office
- Service Desk Support
- Scripting
- HTML
- CSS
- Visual Studio Code
Timeline
Analyst I-Solutions Development
NYU Langone Health
06.2024 - Current
Clinical Service Desk Analyst/Provisioner
Allscripts/Altera Digital Health
06.2023 - 06.2024
Lead Technical Service Desk Analyst
Allscripts/Altera Digital Health
11.2022 - 06.2023
MS Service Desk Analyst
Northwell Health
09.2021 - 11.2022
Licensed Real Estate Salesperson
eXp Realty
Northwell Mentorship Program - PowerShell and Scripting
ISOC Department
Bachelor of Arts - Psychology
Cuny Queens College