SYLVIA I. PENDELL
El Paso,TX
Summary
Self-motivated and dependable while achieving high performance with minimal supervision.
Adaptable Information Technology with solid background in providing technical support and troubleshooting. Proven track record in resolving user issues efficiently and implementing effective solutions. Demonstrated expertise in customer service and technical problem-solving.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
20
20
years of professional experience
Work History
IT Help Desk Specialist
UNIVERSITY MEDICAL CENTER OF EL PASO
01.2017 - 07.2020
- Logging of all reported problems, and service request or password forms, email request, walk-ins, telephone request for internal and external customers.
- All request are tracked on the Call Management System HEAT 9.7.2, and assigned to the appropriate support IT resource in a timely manner.
- Able to troubleshoot our EMR (Electronic Medical Records) Cerner Milleneum application.
- Familiar with PSO Patient Status Order, Resending patient data, running the Census Report, printing Medical Record Requests, Bed Transfers, and print reports for Physicians in the Cerner Milleneum application.
- Able to assist Nurses, and HUC’s from both UMC and EPCH associates to print Facesheets under Standard Facesheet, and labels under GNRL labels in Cerner.
- Assist associates to add a favorite printer in Cerner under PMDBDocs.
- Familiar with adding an Order or Admitting a patient for Physicians.
- Responsible for answering support calls, service request and assign to the appropriate IT resource.
- Log into Desk Agent for our call center, monitor the queue for calls.
- Provides first line of technical support to the end-users on variety of hardware and software applications.
- Responsible for addressing issues that can be resolved remotely on first contact.
- Serves as the first level of support for all users at University Medical Center and at El Paso Childrens Hospital systems by providing phone consultation and remote diagnosis and troubleshooting.
- Receive calls and provides optimal customer service to all UMC, El Paso Psychiatric Center, El Paso Childrens Hospital, Texas Tech, Medical Students, Doctors, Residents, Volunteers, and contractors and provides first line technical support, when possible.
- We have three I.T. Help Desk associates who can receive up to about 150 calls a day, and I can open from 35 to about 60 tickets a day. Depending how many calls we get for that day.
- Tickets are opened accurately, and with detailed information.
- Skilled problem solver able to communicate with users at all levels.
- Obtains adequate and detailed description of the problem being reported or the requested service.
- TCE Process - Transmission Control Errors - These are transactions that occur when a department enters invalid data within the Hospital Nursing systems.
- Familiar with Command Prompt commands - gpupdate /force.
- Proxy into another computer on the network to determine whether there is a connection to it.
- (ping), make sure the computer is on our network.
- Updates the downtime database when a scheduled or unscheduled downtime is experienced.
- Active Directory Domain, see if an associate is in a specific group, if their windows is locked, able to reset windows passwords, or if it is expired.
- Reset passwords for Lawson, Windows, Cerner, ORMIS, SCI, NetAccess, and Invision.
- Able to install printers, and troubleshoot by proxy into customers computer.
- Able to resend patient data/information for nursing.
- Look up IT support associates in Crystal Reporting.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Inputted information from customer calls and onsite service visits into the company’s system using Call Management System HEAT 9.7.2.
- Able to run reports using Crystal.
- If an associate calls that a FirstNet Greaseboard is not showing, I am able to log into FirstNet and log into the Greaseboard with the appropriate domain. I set it to their specific needs.
- Able to clear the users cache, clear cookies, and check their IE settings when having trouble with a website based application, or if they get certain errors.
- Can assist an associate to Modify a Patient List in Cerner EMR.
- Provided technical support for software and hardware issues, ensuring timely resolution of user inquiries.
- Managed ticketing system to track and prioritize user requests, enhancing response efficiency.
IT Office Coordinator
UNIVERSITY MEDICAL CENTER OF EL PASO
06.2008 - 01.2017
- Process IT Request Forms for UMC and Texas Tech associates, Medical Students, and Residents so that they may access their authorized applications.
- Create RET79 forms for invoices, get approved by IT Director and enter into Lawson system to retrieve a requisition number and a purchase order number.
- Order office supplies for department from Corporate Express.
- Order hospital documents through Custom Point.
- Receive CIP (Construction In Progress) and CER’s (Capital Expenditure Report) from IT Director and process for P.O.
- Assist IT Director with monthly accruals.
- Make sure all invoices are processed and paid on a timely manner.
- Make sure Authorized Signature Forms are current with appropriate signatures.
- Filing all vendor and password request forms.
- Unlock Windows user accounts.
- Utilize network utilities (Command Prompt).
- HEAT system to enter service ticket requests.
- Look up information in RBAC system such as user names and security phrase to identity associates.
- Works closely with the Information Technology Security Analysts.
- HIPAA knowledgeable, with confidentiality and trust.
Executive Administrative Assistant
PETRO STOPPING CENTER, L.P
06.2002 - 01.2007
- Assist the Chief Information Officer and two Managers.
- Codes and pays invoices.
- Order department supplies.
- Download spreadsheets into J.D.
- Edwards create batches for accounting to post.
- Responsible for all IBM 370 registers to make sure they are under maintenance.
- Activate cell phones and air cards.
- Familiar with Win-Pak Pro 2005 security system.
- Entered Fixed Assets and paid invoices to correct FAR.
- Monitored all copiers going to the Petro locations.
- Monitored and tracks R&M budgets.
- Maintains the archives of warranties, licenses, payments, and expenses.
- Handles telecommunications invoices.
- Responsible for maintaining the backup process for a iSeries AS/400 system.
Administrative Assistant, Marketing Director
PETRO STOPPING CENTER, L.P
06.2000 - 06.2002
- Work with Comdata on credit applications for fleet customers.
- Run reports on all fleet customers on Access; did excel spreadsheet for our Point of Sale customers and fax or email on a daily basis.
- Downloaded OPIS pricing for fleet customers.
- Assist all six Fleet Marketing Managers on a daily basis.
- Maintained cost plus spreadsheets for our fleet cost plus customers.
Education
Bachelor of Science - Information Technology
University of Phoenix
08-2015
Skills
- Skilled in Word, Excel, PowerPoint, and Access
- Proficient in HIPAA regulations
- Effective oral and written communication
- Efficient typing speed of 60 wpm
- Experienced in balancing diverse responsibilities effectively
- Efficient in high-pressure settings
- Effective prioritization under pressure
- Proficient in troubleshooting and critical thinking
- Embraces challenges
- Experienced with electronic medical records management
- Knowledgeable in access control and password management
- Remote technical support
- Experience with Cerner Millennium
- Experienced with HEAT software applications
- Experience with application deployment
- Professional demeanor
- Strategic goal setting
- Problem-solving analysis
- Strong personal drive
- Proficient in multitasking
Timeline
IT Help Desk Specialist
UNIVERSITY MEDICAL CENTER OF EL PASO
01.2017 - 07.2020
IT Office Coordinator
UNIVERSITY MEDICAL CENTER OF EL PASO
06.2008 - 01.2017
Executive Administrative Assistant
PETRO STOPPING CENTER, L.P
06.2002 - 01.2007
Administrative Assistant, Marketing Director
PETRO STOPPING CENTER, L.P
06.2000 - 06.2002
Bachelor of Science - Information Technology
University of Phoenix
PROFESSIONAL QUALIFICATIONS
- 16 years of experience in supporting Information Technology.
- Highly motivated and organized professional with a strong background in support of diversified systems.
- Experience in Business Financials (Lawson) and Healthcare Clinical Integrated Systems.
- Task oriented who is focused on the objectives and goals. Will always find a way to get the project done.
- Strong customer service skills demonstrated by being friendly, visible and approachable..
- Team player with good working relationships.
- Eager to learn new skills, accepts responsibility, and welcomes a challenge.
- Fast learner, quick to pick up on detailed responsibilities, with a high degree of independent judgement.