Dana Stephen
Prince George,BC
Summary
Looking for a challenging new role within a growing team to apply expertise and 25 years extensive experience within Northern Health. Having a strong ability to multitask and meet compressed deadlines and employ excellent interpersonal, communication skills to create customer-focused relationships with clients.
Overview
25
25
years of professional experience
Work History
ITS-Telecom Mobility Analyst
Northern Health
10.2020 - Current
- Provide technical assistance and troubleshooting for mobile devices such as smartphones, satellite phones, and tablets, throughout Northern Health.
- Mobile Inventory Management
- Managing, maintaining and refreshing over 1500 devices
- Vendor Engagement
- Process Documentation
- Reporting
- Escalations
- Monitoring and completion of tickets in ServiceNow
- Monitoring of two MDM’s; Workspace ONE Intelligent Hub and Intune Company Portal protecting organization data, manage end user access, and support users from wherever they work
- Diagnose problems, formulating solutions and maintenance of mobile device management systems and applications
- Provide input and expertise into capacity planning, standardization of equipment and applications and disaster planning and recovery
- Monitor and manage Telecommunications and Mobility Mailboxes
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
ITS – Service Support Coordinator
Northern Health
01.2017 - 10.2020
- Act as liaison in CAB meetings and processes
- Monitoring and completion of tickets in Maximo and Footprints
- Coordinate Desktop Refresh Events (TRP)
- Act as liaison to coordinate validation of assets and implementation of replacement equipment between IBM and Northern Health
- Order replacement equipment/software for clients on refresh schedule
- Monitor and manage Desktop Management, Desktop Refresh and Change Management Mailboxes
- Create and distribute reports as requested
- Provide quotes to clients
- Laptop loaner coordination
- Process documentation
- Invoice management and validation of bills
- Processing work orders
- Escalations
- Approval requests for Tech orders
- Order, track and deploy software and licenses
- Order, track and deploy hardware.
ITS – Teleheatlh Coordinator
Northern Health
03.2012 - 01.2017
- Coordination and technical set up of educational, administrative and clinical videoconferencing
- Ensure appropriate equipment and peripherals are available and functioning
- Ensure appropriate maintenance and configuration of all video conferencing and telehealth equipment
- Develop training tools and provide training and support to applicable clients
- Provide input in development of NHA wide telehealth policies and procedures
- Bridge coverage; trouble shooting and problem solving of video-conference and audio-conference services for NH
- Mentoring other Teleheatlh staff on support service
- Manage scheduling of multi-site video conferences
- Perform set-up, configuration and testing of telehealth equipment
- Work with other teams on joint projects and interdependencies ie: coretech, network
- Facilitate video conference connections and events
- Order equipment and facilitate returns
- Inventory and equipment maintenance
- Involved with other HA’s and key vendors on a provincial level
- Evaluating and creation of new and improved process and workflows and equipment selection
- Ie: BCTDC (BC Telehealth Development Committee), Charter, BC Physician Education Committee, TeleSteth Committee, Telehealth Steering Committee
- Submit change requests and follow change management process
- Send correspondent information to clients as needed
- Reconcile NH purchasing card
- Deal with vendor’s; quotes and purchasing
- Use FootPrints and Maximo to deal with client service requests and escalations
- Attend conferences ie: eHealth, BCTDC
- Document and maintain on OurNH
- Break/fix, troubleshoot fixed rooms.
Prince George Regional Hospital – Registration CASA
Northern Health Authority
05.2008 - 03.2012
- Have over (3) years’ recent, related experience working in and with implementation of electronic information systems in clinical setting
- Expertise in implementation, evaluation, maintenance, testing, and development as it relates to Cerner Millennium for end users in following solutions: Powerchart, Radiology, Registration, Crescendo, Laboratory and other solutions i.e EDIS (Emergency Department Information Systems)
- Provide knowledge and support in workflow training, development, testing, including the collection, validation, & implementation of best practice guidelines in all workflow documentations and processes
- Provide training and support to staff and users of HLN applications including developing training manuals and job aids
- Provide and share knowledge & information with the HLN team in the design, testing, evaluation, implementation and maintenance of various HLN applications
- Participate in project communication, acting as liaison with clinical departments across NH
- Communicate regularly with ERM team, project members and all clinical and functional users whilst providing ongoing clinical system utilization support
- Perform and document workflow analysis including development of new workflow processes and procedures that combine system functionality with knowledge and expertise to help meet departmental requirements
- Identify, investigate and assist with issues and problems, recommend alternative solutions and resolutions, or escalate issues and system problems according to established procedures and guidelines
- Develop and maintain test scripts and procedures for modifications to HLN system solutions and for system trouble shooting and training
- Perform system functionality tests and database integrity validation including system changes as required while following formal change management processes.
Prince George Regional Hospital – HLN Trainer/Nursing Unit Clerk/X-Ray Clerk/PAC Clerk/Admitting Clerk/Switchboard Operator
Northern Health Authority
05.1999 - 05.2008
- Authoring of scripts and production of training videos for upload to iportal which are utilized as training aids for staff
- Provide training and assistance to Physicians, Registration Staff, HIMS Staff, Clerical Support Staff, and others as required for support and training with Cerner Millennium solutions
- Developing and implementing training processes and procedures including documentation for manual creation and storage of such
- Provided administrative support to Physicians, Nurses and staff as required
- Prepared monthly Statistics
- Known for ability to meet tight deadlines while maintaining emphasis on quality
- Train new admitting/clerical/secretarial staff members
- Entrusted with handling confidential data and proprietary information
- Consistently maintained a professional image and integrity of department
- Broad knowledge of patient care policies, procedures and standards of care
- Excellent judgement skills
- Have proven Ability to: Organize work and work independently or as part of a team
- Interact and work with professionals from diverse backgrounds
- Time sensitive deadlines)
- Communicate effectively both verbally and in writing
- Effectively deal with others in a consultative/collaborative manner
- Work well under pressure and on concurrent, multidisciplinary projects
- Deal with problems and demonstrate flexibility and adaptability in changing environments
Education
High School Diploma -
Kelly Road Secondary
Prince George, BC06.1970
Skills
- Support, Training and Mentoring NHA staff & physicians
- Leadership, Guidance, Support and Training
- Organizing third-party providers and vendors to deliver elements
- Multitasking
- Resource and Time Management
- Problem Solving and Strategic Thinking
- Manage assets and applications
- Interpersonal Communications
- Microsoft Office: Word, Excel, Outlook, PowerPoint, OneNote, Authenticator, Teams, Intune Company Portal
- Analytical and Critical Thinking
- Time Management
- Excellent Communication
- Calm Under Pressure
References
Marie Gendron
Director, Health Information Management
Northern Health
250.961.0578
Dave Harris
Timeline
ITS-Telecom Mobility Analyst
Northern Health
10.2020 - Current
ITS – Service Support Coordinator
Northern Health
01.2017 - 10.2020
ITS – Teleheatlh Coordinator
Northern Health
03.2012 - 01.2017
Prince George Regional Hospital – Registration CASA
Northern Health Authority
05.2008 - 03.2012
Prince George Regional Hospital – HLN Trainer/Nursing Unit Clerk/X-Ray Clerk/PAC Clerk/Admitting Clerk/Switchboard Operator
Northern Health Authority
05.1999 - 05.2008
High School Diploma -
Kelly Road Secondary
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