Suzzy Nkwanyuo

-Provides mentorship to less and senior teammates.

-Ensures change management policies and procedures are being applied.

-Provides end user support for all Epic applications throughout the health system.

trains n ew employees,provides monthly educational sessions,and extends one on one instruction as necessary.

-Participates in risk assessment and assist in root cause analysis.

-Developing a strong understanding of workflows for end users.

-Updates attendance and other documentation in Kootenai Health's LM.

-Conducting clinical software training classes for the workforce assigned based on credentialing competency.

-Assist with login and navigation of status board and tickets.

-Assists developers with personalization and smart text creation,actively troubleshoots end user issues and triages the need for training versus system related issues.

Assist with the development of lesson plans,class registration,and scheduling.

-Acts as Tier 2 in the escalation path to diagnoses,troubleshoots and coordinates the resolution of problems and issues with the clinical application.Escalates to the Tier III support within a predetermined time limit.

-Responds to the physician issues and incidents regarding the clinical aspects of the Epic suite[incidents may include but are not limited to, workflow issues,application errors,user access,etc.]

-Recieve,analyze,and process the EPIC application requests submittes via e-mail,web,and voice mails;examples include master files and patient list modifications,smart lists.

-Proactively manage the incident situations.

-Answer and resolve ''how to'' type questions for doctors,nurses,and other users of the Epic clinical applications.

-Troubleshooting and problem-solving end user issues in a healthcare environment.

-Understand the latest configurations and changes of Epic.

-Possess a broad understanding of infomation technology and the ability to adapt to new technologies in essential.Able to deal with ambiguity and change and handle multiple projects and tasks.

-Track and add the appropraite coments to and close or escalate the incident tickets and related issues in a timely manner.

-Provides basic training and consulting to end users.

-Averages 20-40 calls per day.

-Served as a first-level point of contact for medical professionals and support staff to report issues.

-Respondsible for identifying,researching and resolving routine technical issues.

-Escalated issues as needed and maintained communication with customer and technical teams.

-Assisted during GO-LIVE.

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.

-Updates training materials as requested.

-Assists with testing lesson plans and training environment build as requested.

-Presents system demonstrations to ad hoc groups and meetings which support readiness activities as requested.

-Facilitates and host study halls,playgrounds,personalization/ user setting labs for providers or other end user readiness activities as requested.

-Assigned end users assignments.

-Assisted with technical difficulty.

-Incorporates the principles of adult learning in training course curriculum.

-provide training classrom schedule which includes preparing and setting up the training environment and other logistics.

-Conducts engaging and effective training sessions to diverse audience.

-Make necessary adjustments to training delivery based on student and training feedback.

-Performs attendance and competency assessment tracking after each class instruction.

-Designs develop and maintain instructional materials.

-Performed and coordinated complex analysis,design,development,testing and support services for assigned applications.

-Was responsible for and overlooked day to day tracking and followed up on issues and questions of daily operations.

-Performed and coordinated analysis and impact analysis of new or different applications,processes or changes.

-Provided complex application support and guidance to end users and provides technical guidance to less experienced personnel.serves as point of contact for resolution of complex application problems.

-Able to quickly assess problems and identify resolutions.

-Makes recommendations and provide alternatives with regards to various development and support initiatives.

-Assists the principal trainer as requested in preparing training lessons.

-Follow up with trainees outside of the classroom to offer additional support.

-SERVES as an expert educator to internal staff.

• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Mentored new hires, resulting in stronger staff development and increased productivity.

-Develops role-based training content,independtly or with team members using a variety of software programs,tools,and applications[such as microsoft office].

-DESIGNS,develpos and maintains instructional materials.

-Maintains policy and procedures documentation.

-Incorporates feedback from others into existing training and training administration procedures.

-Learns new content and consulting with subject matter experts to develop training materials and answer any participant question.

-Assists with building and testing of training environments and providing dsupport and troubleshooting issues.

-Proficient in the use of Epics security features,especially to block/unblock user accounts based upon training completion status.

-Assists the principal trainer as requested in preparing training lessons and printing materials.

-Presents information verbally and in writing clear and easy to understand manner

• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Monitored system performance to identify potential issues.
• Installed, configured and maintained computer systems and network connections.
• Configured and tested new software and hardware.
• Generated reports to track performance and analyze trends.

-Master both an Epic application and the organization's specific workflow relevant to the applications.

-Develop and deliver the training program for their respective applications.

-Plan the design and development of training programs including selecting appropriate delivery methods and sources of content.

-Able to teach application functionality,desing standards,and process changes to end user community and train users.

-Adheres to applicatoions security and control procedures in accordance with departmental,vendor standards and regulatory bodies.

• Provided coaching and mentoring to employees.
• Trained and mentored new personnel hired to fulfill various roles.
• Established and maintained quality control standards.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Facilitated virtual, in-person and blended learning sessions.
• Developed job-specific competencies and performance standards.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Built and maintained professional relationships with vendors and suppliers.
• Designed and delivered web-based, self-directed learning materials.
• Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
• Worked with vendors to customize courseware to accommodate business needs.
• Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.

• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Helped streamline repair processes and update procedures for support action consistency.
• Patched software and installed new versions to eliminate security problems and protect data.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Assisted in development of system security protocols.
• Maintained servers and systems to keep networks fully operational during peak periods.