Robert Hagan
Application Analyst, Support, Implementation and more...
Professional Status
Employed
Open to opportunities
About Me
Throughout my experiences as an advanced technical support analyst, systems analyst, application analyst, incident manager, NOC Analyst, Web Integration Analyst and Business Analyst, I have accumulated a plethora of skill sets that have sharpened my creativity and problem-solving abilities.
I bring a lot of experiences that cut across multi-disciplinary applications, I possess top-notch customer service experience.
I bring a lot of experiences that cut across multi-disciplinary applications, I possess top-notch customer service experience.
Business Application Analyst
Trinity Health
Since 2018
Full-time
- Researches and evaluates operational/functional area work-flow, investigates practices, processes and procedures; meets with decision makers and clients to define business requirements. Analyzes current business system issues and develops process improvement and participates in best practice.
- Interfaces with business owners to understand, define and translate business requirements into functional specifications. Serves as a liaison between the client and the technical support staff.
- Works with clients to define business problems/issues and desired outcomes.
- Facilitates meetings, demos and training sessions with clients either in person or via videoconference, e-mail, and phone.
- Develops recommendations on alternative approaches and possible opportunities, while determining the impact and long-term viability of solutions.
- Works with clients to implement new/upgraded applications.
Provides guidance and training to ensure a smooth transition. - Plans, coordinates, and monitors testing events. Develops test plans; creates test scripts and facilitate testing involving other teams and clients.
Web Integration Analyst
Trinity Health
2015
to 2018
Full-time
- Responsible for the enhancement, maintenance and the support of the Care Evolution HIE Application.
- Subject Matter Expert for all Health Information Exchange issues.
- Assisted in the implementation of HIE for CHE-Trinity hospitals.
- Facilitated the automation and timely completion of user and provider provisioning processes and procedures.
- Provisioned and maintained user security for the Careevolution Health Information exchange portals, ensuring compliance with agreed upon Service Level Agreements.
- Provided functional and technical application analysis for the HIE Application build and configuration and ensured data integrity of patient data.
HIE Application Analyst
Trinity Health
January 2013
to 2015
Full-time
- Developed technical and user instructions and documentations and provided training on new and changed applications for team members and business areas.
- Performed quality assurance analysis and testing for updates to installed software products.
- Analyzed, defined and documented system requirement for data, workflow and logical processes.
- Provided advice, guidance, and assistance to team members and business areas on matters related to the implementation and operation of the Careevolution HIE application.
- Responded to assigned Service Now tickets within the defined timeframes.
- Provided on-call support and first line support to end users with the goal of enhancing and elevating proficiency in the use of the HIE application.
Incident Manager
Penn Medicine
2012
to 2013
Full-time
- Performed regular project updates, host weekly meetings, manage templates, documents, and contact lists.
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
- Determines if an incident needs to be escalated according to priority and severity of the issue.
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Identify Incidents for review and resolution.
- Document troubleshooting steps and service restoration details.
- Create and submit knowledge articles.
- Participate in Incident review following major Incidents.
- Identify potential problems and/or increasing trend of repetitive Incidents.
System Analyst
Crozer Keystone Health System
2007
to 2010
Full-time
- Provides telephone, face-to-face and online application support to internal and external customers (through remote desktop, VNC, NTR).
- Communicates updates, status, and completion information to manager and users, through company in-house application, voice mail, e-mail, or in-person contact.
- Provisioned Single-Sign on accounts (Doclink, Invision, EDM, Active Directory etc.) for new healthcare providers and other users.
- Worked with vendors for vendor supported applications, serving as the technical liaison between the vendor and internal clinicians. Conducted initial troubleshooting of issues before contacting vendor.
- Trained team members and clinicians on the use of clinical applications.
- Downloads and installs appropriate drivers and software utilities for clinical apps.
- Connects users to networks and provides initial training in facilities and applications.
- Work with the customer to identify, prioritize, and schedule enhancements and problem resolution.
Advanced Technical Support
Comcast/Xfinity
2005
to 2007
Full-time
- Troubleshoot and fixed online issues for customer PC connectivity over the phone (Hardware, Software, and network issues).
- Troubleshoot and fixed issues for Comcast Digital Voice customers.
- Suggested new products to customers and explained new technologies to customers.
- Software installations.
- Support MS Office suite
- Logged all troubleshooting calls accurately and on time with Remedy ticketing tool.
- Documented all calls with detailed specifications in Remedy ticketing tool.
- Took ownership of assigned ticket from beginning to prompt resolution.
- Followed up calls to customers to ensure accurate event resolution.
- Worked in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations, managed and diffuse angry or upset customers.
Program specialized in integrating computer science, information technology and system users at the individual, group, organizational and societal levels.
Studies focused in preparing students by training them to manage and direct the business aspects of healthcare. Graduates of the MHSA program are prepared for managerial positions in a variety of healthcare settings, including hospitals, nursing homes, physician's offices, pharmaceutical and device manufacturers, consulting, government and public policy, and others.
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Jira
Advanced
-
Siemens
Good
-
ServiceNow
Expert
-
EHR
Expert
-
OpenLink
Good
-
Cerner Powerchart
Intermediate
-
Meaningful Use
Advanced
-
Nuance Powerscribe
Good
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Philips OBTV
Intermediate
-
Tracemaster
Good
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DR System PACS
Good
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Sunquest Lab/LIS
Intermediate
-
HIE
Advanced
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HIPAA
Advanced
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Cloverleaf
Intermediate
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SDLC
Good
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Care Evolution
Advanced
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Project Management
Intermediate
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Tableau
Good
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SAP Business Object
Intermediate
- Elastic Search Kibana
-
MS Office Suite
Advanced
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Remedy
Good
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Python
Intermediate
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C++
Intermediate
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Javascript
Intermediate
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SQL
Intermediate
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Agile Methodologies
Intermediate
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CompTIA Security +
Advanced
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AHIMA Certified Health Technology Specialist
Advanced
