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Customer Support Associate with 8+ years in Epic EHR & Microsoft 365 Support
Dynamic IT specialist driving successful system deployments and providing expert technical support. Successfully spearheaded Epic EHR system integrations and go-live initiatives, ensuring critical healthcare operations remain uninterrupted. Possesses a robust background in Microsoft 365, Azure, and Active Directory administration, coupled with a proven talent for troubleshooting and resolving complex technical challenges. Eager to leverage strong problem-solving skills and a proactive approach to enhance IT infrastructure and user support at your organization.
YearUp
Computer Science Transfer
August 1, 2018 – June 30, 2019
Bunker Hill Community College
Information Technology
August 1, 2017 – June 30, 2017
Memorial Hermann
EPIC TDR & Go Live Support
May 1, 2024 – Present
Houston, Texas, United States
Northeastern university
Service Desk Analyst
August 1, 2020 – January 1, 2024
Boston, Massachusetts, United States
Pfizer Global
PROJECT RESOURCE ENGINEER (SME)
July 1, 2019 – April 1, 2020
Boston, Massachusetts, United States
Dataprise Inc (MSP)
GLOBAL SERVICE DESK ENGINEER
August 1, 2018 – January 1, 2019
Rockville, Maryland, United States
Mass Port Authority (Contract)
HELPDESK SUPPORT ENGINEER
May 1, 2018 – June 1, 2018
Boston, Massachusetts, United States
Financial Engines (Contract)
Service Desk Technician
November 1, 2017 – April 1, 2018
Boston, Massachusetts, United States
UMass Memorial Health Care (Contract)
EPIC TDR AND GO LIVE TECHNICIAN
September 1, 2017 – October 1, 2017
Worcester, Massachusetts, United States
John Hancock Investments
DESKSIDE SUPPORT TECHNICIAN
January 1, 2017 – July 1, 2017
Boston, Massachusetts, United States
Microsoft Azure (AZ-900)
Microsoft
June 1, 2023 – Present
AWS Solutions Architect
Unknown
February 1, 2021 – Present
Certified Scrum Master
Unknown
November 1, 2018 – Present
Dell TechDirect 1000 Client
Dell
September 1, 2018 – Present
Cultural Fit Analysis
The candidate's diverse experience across healthcare (Memorial Hermann, UMass Memorial Health Care), education (Northeastern University), pharmaceutical (Pfizer Global), and MSP (Dataprise Inc) sectors indicates adaptability and a broad understanding of different organizational cultures. Their involvement in Epic EHR deployments and Office 365 migrations suggests a proactive approach to system adoption and change management. The Certified Scrum Master certification also points to an understanding of agile methodologies, which can be beneficial in dynamic support environments. The breadth of skills, from technical troubleshooting to user training and documentation, aligns well with a comprehensive customer support role.
Soft Skills & Operational Fit
The candidate demonstrates strong soft skills including communication, customer service, problem-solving, and team collaboration, which are crucial for a Customer Support Associate role. Their experience in mentoring and translating technical information for non-technical users highlights their operational fit for user-facing support. The ability to manage and prioritize tasks within ticketing systems indicates good organizational skills and adherence to operational processes.