Stephy Ann Jose
Halifax,NS
Summary
Healthcare IT professional with over 10+ years of experience in systems support, telecommunications, data analysis, and project coordination. Currently serving as an At-The-Elbow Support Consultant for Nova Scotia Health’s Clinical Information System, delivering user support, troubleshooting, and documentation. Expertise in telecom performance analysis and incident management, with a track record of identifying issues and implementing process improvements through collaboration. Committed to enhancing healthcare technology initiatives through analytical skills and cross-functional teamwork.
Overview
15
15
years of professional experience
1
1
Certification
Work History
At-The-Elbow (ATE) Support Consultant - Level 2
Nova Scotia Health
Halifax, Nova Scotia
09.2025 - Current
- Provide real-time, frontline analytical support during CIS Go-Live and stabilization phases, supporting clinical and administrative users across multiple workflows.
- Analyze recurring system issues and user challenges, identifying patterns and escalating trends to leadership and command centre teams.
- Document incidents, resolutions, and workflow observations using Assyst ticketing and end-of-shift analytical reports.
- Observe clinical system usage to identify workflow bottlenecks, inefficiencies, and compliance gaps, contributing recommendations for system and process improvements.
- Deliver one-on-one and small group workflow reinforcement sessions, adapting guidance based on user proficiency and operational needs.
- Act as a communication bridge between end users, OPOR teams, and leadership, ensuring timely feedback and data-driven insights.
- Support post-Go-Live evaluation activities by contributing to lessons learned, workflow refinements, and knowledge base materials.
- Champion system adoption and change management by promoting best practices, data integrity, and standardized documentation.
Compensation, Maintenance & Support Administrator
Capgemini Canada Inc.
Halifax, Nova Scotia
09.2022 - 11.2024
- Coordinated the maintenance and updating of advisor profiles within RBC insurance systems, ensuring accuracy and efficiency.
- Supported financial system processes by reconciling compensation payouts and resolving discrepancies.
- Contributed to project workflows, maintaining seamless transitions and system updates to ensure smooth business operations.
- Produced reporting on key operational metrics to enhance decision-making processes within the team.
- Managed 20+ weekly operational tasks, prioritizing and handling each assignment to improve overall efficiency.
Customer Service Professional II –Email Specialist
Compunnel Inc. (Manulife)
Halifax, Nova Scotia
02.2020 - 03.2021
- Acted as the primary point of contact for customers via email, resolving complex issues, and ensuring customer satisfaction, a key transferable skill for healthcare IT user support roles.
- Coordinated with multiple departments to solve customer problems, ensuring a seamless experience, much like collaborating with clinical teams to resolve IT issues.
Project Coordinator – Communication & Security
Muscat Horizons International LLC
Muscat, Oman
05.2015 - 12.2017
- Managed technical project timelines and resources to ensure the timely completion of system installations and migrations—skills directly applicable to healthcare IT project management.
- Liaised with stakeholders, vendors, and internal teams to ensure smooth delivery of projects, a critical skill for ensuring efficient healthcare IT deployments.
- Handled administrative responsibilities such as purchase orders, invoice management, and payroll coordination.
- Created and maintained project schedules using MS Project, ensuring timely task completion.
Telecommunication Engineer (VAS)
ZTE India (Team Lease)
Trichy, India
10.2013 - 07.2014
- Coordinated system implementation and migration projects, ensuring a smooth transition from legacy systems to new technologies, is a key experience for supporting healthcare IT system upgrades.
- Lead testing, troubleshooting, and reporting for telecom systems, mirroring responsibilities in resolving issues for healthcare information systems.
- Maintained clear documentation and provided regular status reports to stakeholders, ensuring transparency and project accountability—critical skills for healthcare IT project management.
Telecommunication Engineer (Performance)
ZTE India (Evolve)
Gurgaon,, India
10.2012 - 10.2013
- Analyzed telecom network performance data and identified areas for improvement, a skill that directly translates into optimizing healthcare IT system performance.
- Managed issue escalation, performed root cause analysis, and collaborated with cross-functional teams to resolve issues quickly and efficiently, similar to supporting healthcare teams during system troubleshooting.
Telecommunications Engineer (NSS-Switch)
Huawei Telecommunication India Co. Pvt Ltd (HaveUs Solutions Pvt Ltd)
Cochin,, India
08.2011 - 10.2012
- Implemented telecom network systems and performed routine maintenance and fault diagnosis, skills directly applicable to managing healthcare IT system support.
- Provided timely issue resolution and worked with cross-department teams to ensure continued system uptime, mirroring the collaborative and support-focused nature of healthcare IT systems.
Telecommunications Engineer (NSS-Switch)
Huawei Telecommunication India Co. Pvt Ltd (Avion Systems Pvt Ltd)
Cochin, India
12.2010 - 08.2011
- Managed system configurations and resolved network issues in a fast-paced telecom environment, skills directly applicable to handling healthcare IT system configurations and troubleshooting.
- Supported large-scale testing, troubleshooting, and documentation—similar to the responsibilities involved in healthcare IT system testing and deployment.
Education
Diploma - Software & Web Developer
Academy of Learning Career College
Halifax, NS02-2024
MBA - Human Resources Management
Annamalai University
Chennai, India05-2012
Bachelor of Engineering - Electronics And Communications Engineering
Anna University
Chennai, India04-2009
Skills
- Healthcare IT Support: Technical troubleshooting, user support, system testing, system implementation, and transition management
- Project Coordination and Management: Scheduling, resource allocation, stakeholder communication, and project tracking
- Data Analysis and Reporting: Performance analysis, system performance optimization, and KPI tracking
- Technical Tools & Platforms: MS Project, ServiceNow, VMware, Packet Tracer, MS Office Suite (MS Word, MS Excel, and all), Google Suite, Mainframe, ITIL processes
- Programming & Analytics (Foundational Knowledge):
SQL (basic querying), Python (foundational), Java (foundational), Tableau (basic dashboards)
- Client and customer support: addressing and resolving complex issues, ensuring client satisfaction, and cross-functional team coordination
- Telecom Knowledge: Experience with network fault diagnosis, performance analysis, system configuration, and implementation, applicable to healthcare IT system troubleshooting and optimization
- Cross-Functional Collaboration: Collaborating with different teams to ensure successful project execution and system implementation
- Adaptability: Ability to transfer skills to new industries, including healthcare, and thrive in dynamic environments
- Travel and flexibility: Availability for extensive travel
and 24/7 shift work, as needed
Certification
- Google IT Support Professional Certificate - May 2022
- IBM Cyber Security Analyst - Aug 2022
- Google Data Analytics Certificate - Sept 2022
Timeline
At-The-Elbow (ATE) Support Consultant - Level 2
Nova Scotia Health
09.2025 - Current
Compensation, Maintenance & Support Administrator
Capgemini Canada Inc.
09.2022 - 11.2024
Customer Service Professional II –Email Specialist
Compunnel Inc. (Manulife)
02.2020 - 03.2021
Project Coordinator – Communication & Security
Muscat Horizons International LLC
05.2015 - 12.2017
Telecommunication Engineer (VAS)
ZTE India (Team Lease)
10.2013 - 07.2014
Telecommunication Engineer (Performance)
ZTE India (Evolve)
10.2012 - 10.2013
Telecommunications Engineer (NSS-Switch)
Huawei Telecommunication India Co. Pvt Ltd (HaveUs Solutions Pvt Ltd)
08.2011 - 10.2012
Telecommunications Engineer (NSS-Switch)
Huawei Telecommunication India Co. Pvt Ltd (Avion Systems Pvt Ltd)
12.2010 - 08.2011
Diploma - Software & Web Developer
Academy of Learning Career College
MBA - Human Resources Management
Annamalai University
Bachelor of Engineering - Electronics And Communications Engineering
Anna University