Debra Owens
Kennesaw
Summary
Proven Network Analyst with a track record of enhancing network performance and user satisfaction at Piedmont Hospital. Leveraged analytical thinking and network troubleshooting skills to reduce system downtime by 30%. Excelled in staff training and end-user support, showcasing exceptional problem-solving abilities and a commitment to excellence. Proactive Network Administrator focused on cultivating positive and productive relationships both internally and externally. Excellent customer service, sales and product support abilities. Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs. Proficient [Job Title] offering more than [Number] years of experience in helpdesk operations, network maintenance and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations and VPNs. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Network Analyst
Piedmont Hospital
10.1995 - 05.2006
- Coordinated with vendors for hardware maintenance and upgrades, negotiating favorable terms to meet budgetary constraints while maintaining system reliability.
- Resolved connectivity issues for end-users through troubleshooting and implementing solutions.
- Managed development, deployment and training of RTS system and internal systems suite.
- Wrote ad hoc tools and patches to resolve recurring production problems.
- Reduced downtime by proactively monitoring system health and addressing potential issues.
- Created inventory, report and invoicing databases.
- Upgraded network software and hardware for optimized performance.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Diagnosed system hardware and software problems using advanced root-cause analysis.
- Configured and installed wireless controllers, routers and switches.
- Built server systems and installed into racks.
- Visually inspected temperature sensors to maintain health of servers and network devices.
- Communicated with vendors to resolve network outages and periods of reduced performance.
- Upgraded and expanded network systems and components.
- Documented all server and network problems and other unusual events in detail.
- Completed remote repairs involving software solutions and hardware repairs.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Designed and implemented networks in collaboration with project engineers.
- Served as liaison between user community and software providers.
- Participated in cross-functional projects requiring network expertise, fostering collaboration across departments.
- Provided support during high-traffic periods, maintaining optimal performance levels under pressure.
- Trained new employees on network operations procedures, ensuring seamless integration into the team.
- Provided technical leadership during critical incidents requiring rapid response times and decisive action.
- Improved network performance by analyzing and optimizing configurations.
- Optimized resource allocation through careful analysis of bandwidth usage patterns, maximizing efficiency without compromising quality of service.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Evaluated emerging technologies to determine potential benefits for the organization''s networking needs.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Designed and evaluated WAN and LAN connectivity technologies.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Provided faculty and staff with security software and network configuration support.
Information Systems Support Desk
Promina Kennestone Hospital
10.1992 - 10.1995
- Assisted users with password resets, account access issues, and other common helpdesk requests, improving overall user experience.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Promoted efficiency among departments with prompt resolution of system issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Delivered end-user training on new applications and technologies to promote efficient utilization of resources.
- Enhanced user satisfaction by providing timely technical support and troubleshooting assistance.
- Provided support during critical incidents leading to timely issue resolution preventing further impact on the organization.
Patient Account Representative
Kennestone Hospital
10.1986 - 10.1992
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving account issues.
- Achieved a significant reduction in aged accounts receivable through diligent follow-up efforts with both patients and insurers.
- Responded to patient, family and external payer inquiries.
- Developed strong relationships with key contacts at insurance companies to expedite resolution of claim disputes or other account-related issues.
- Utilized computer programs to create invoices, letters and other documents.
- Negotiated payment plans with patients experiencing financial difficulties, supporting them in meeting their obligations without undue stress.
- Reduced outstanding balances by implementing effective collection strategies tailored to individual patients'' needs.
- Educated patients on financial policies, promoting understanding of their responsibilities within the healthcare system.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Demonstrated adaptability in navigating complex payer guidelines to maximize reimbursement opportunities for the organization.
- Contacted patients after insurance was calculated to obtain payments.
- Reconciled statements with patient records.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on hospital processes and procedures.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Addressed bad debts in line with set protocols.
- Researched billing errors and discrepancies to initiate corrective action.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Entered client details and notes into system for interdepartmental access and review.
Admissions Representative
Kennestone Hospital
10.1984 - 10.1986
- Facilitated smooth patient admissions by gathering necessary information and coordinating with relevant departments.
- Provided information for patient admissions and discharges to foster timely processing.
- Expedited patient admissions and discharges, streamlining the overall care process during high-demand periods.
- Streamlined patient admissions process for increased efficiency and reduced wait times.
- Streamlined patient admissions by accurately collecting and verifying insurance information.
- Prepared necessary documentation for patient admissions and discharges, ensuring smooth transitions of care.
Education
High School Diploma -
Thornridge High School
Dolton, IL06.1979
Skills
- Network Troubleshooting
- End-user support
- Network device monitoring
- Network Access Control
- Network configuration
- Wireless Networking
- Analytical Thinking
- System Upgrades
- Staff Training
- Troubleshooting
- Network Performance Analysis
- Remote Access Solutions
- Systems Analysis
- Sound Judgment
- Technical infrastructure upgrades
- Disaster Recovery Planning
- Network support
- Call triaging
- IP Addressing
Additional Information
My training was part on the job and continuing education courses. It's been many years since I've worked due to having 2 parents diagnosed with terminal cancer two weeks apart. I took care of them until there deaths......so here I am. I've tried to keep up with my skills through use and self taught Cisco Books with software.
Reading
Love to read self help books during the winter and digest them in summer.
I like to know about everyday people and how I can let them know I truly care.
Love reading the Bible.
Timeline
Network Analyst
Piedmont Hospital
10.1995 - 05.2006
Information Systems Support Desk
Promina Kennestone Hospital
10.1992 - 10.1995
Patient Account Representative
Kennestone Hospital
10.1986 - 10.1992
Admissions Representative
Kennestone Hospital
10.1984 - 10.1986
High School Diploma -
Thornridge High School
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