Zawic Cosby
Leesburg,Virginia
Summary
Healthcare IT analyst supporting Epic, MyChart, and provider access needs through authentication setup, password resets, role mapping, and account troubleshooting. Manages ServiceNow documentation, verifies HIPAA-compliant access, and supports providers and patients with clear, timely resolution of login, EPCS, and portal issues.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Epic Application Analyst associate
Advocate Health
Charlotte, NC
01.2026 - Current
- Created Epic SmartPhrases, assisted with erroneous encounters, and removed account blocks to restore provider functionality.
- Provided IT support to all providers onsite and remotely
- Configured Epic authentication, Dragon DMO And Haiku/Rover
- Manage Epic templates and map provider roles using the Training Track Role Map Excel spreadsheet to ensure appropriate access.
- Configure and support Imprivata EPCS access for electronic prescribing of controlled substances.
- Access Epic University to review provider training completion, verify requirements, and assist with training follow-ups.
- Troubleshoot Epic login issues, account lockouts, and access permissions while documenting and resolving incidents through ServiceNow.
- Dispatching all Epic related issues to the proper support group
MyChart/EPIC Support Analyst
CTG/ Lurie Children's Hospital
12.2022 - 12.2025
- Provided high-quality customer service by assisting patients and end users with account lookups, password resets, enabling, and unlocking accounts in Active Directory, ensuring timely access to patient-facing systems such as MyChart.
- Supported patients and clinical users experiencing access issues with MyChart and Epic-related applications, guiding them through troubleshooting steps with patience, clarity, and empathy.
- Responded to inbound phone calls and email requests related to patient access and technical support, ensuring concerns were addressed promptly while maintaining a calm, supportive experience.
- Utilized the ServiceNow ticketing system to accurately document patient and user issues, track resolution progress, and ensure follow-up for outstanding concerns.
- Assisted with Epic user account management, including activating Provider EMP records, removing access blocks, and linking subtemplates to ensure appropriate access to patient information and workflows.
- Troubleshot hardware, software, VPN, and Microsoft Office applications, as well as medical applications, to minimize disruptions to patient care and communication.
- Assisted users with software installations on workstations to support efficient access to patient systems and clinical tools.
- Set up and configured Avaya and medical desk phones, ensuring reliable communication between patients, providers, and care teams.
- Verified patient identity to ensure HIPAA-compliant access
Help Desk
Capital one
01.2022 - 11.2022
- Provided first tier technical support by directly responding to customer requests.
- Troubleshooting and repair of network, hardware or software issues related onsite and in a remote environment.
- Completed tickets from a support queue in a timely manner and assisted users with various system issues; resolved these tickets via phone.
- Resetting and unlocking passwords through Active Directory
- Used CRM systems like Salesforce to look up users' accounts and provide information as needed
- Provided a scheduling meeting using ZOOM to reach out to stakeholders to follow up with certain procedures or identify any risk.
Education
High School Diploma -
Jonesboro High School
Jonesboro, GASkills
- Epic Authentication Configuration
- Epic Smart phrase configuration
- Building SER(Providers) and EMP(Users) Records
- EMP records management
- Role mapping
- Provider Access Management & Troubleshooting
- Electronic Prescribing (EPCS) & Imprivata Enrollment
- MyChart Patient Portal Support
- ServiceNow Incident & Ticket Management
- HIPAA-Compliant Access Verification
- EPIC University training guidance to providers
Certification
- Epic Security Administration (Security 101 – SEC200) – Completed
- CompTIA+ Certification
- Microsoft Certified Professional
- ITIL Foundations
- Epic Certification
EPIC Projects
May 2025 Epic Security101 Fundamentals Build Project - Completed the Epic Security 101 Project Build , which included creating and administering user templates, security classes, SER (provider) records, user records, and administrator user roles., Create security template records by copying existing Foundation System records., Properly provision users in the system., Configure settings in user records, linked templates, subtemplates, providers, security classes, and user roles., Troubleshoot security provisioning., Access user records to determine user role settings that need to be applied to other users., Use the menu summary activity to determine what should be set in other user records., Link user (EMP)and provider (SER) records
Timeline
Epic Application Analyst associate
Advocate Health
01.2026 - Current
MyChart/EPIC Support Analyst
CTG/ Lurie Children's Hospital
12.2022 - 12.2025
Help Desk
Capital one
01.2022 - 11.2022
High School Diploma -
Jonesboro High School