Application Support Analyst

Pinny Gildin

Application Analyst

[email protected] • 053-953-5468

LinkedIn •

Summary

Diligent and seasoned Applications Analyst with over 25 years of experience. Proficient in troubleshooting application errors, conducting thorough research, and collaborating with cross-functional teams to ensure seamless integration and operation. Adept at devising and implementing technical solutions to meet the diverse needs of customers, while adhering to industry standards and best practices. Skilled in project management, stakeholder communication, and training end-users to maximize system utilization and efficiency. Recognized for consistently delivering high-quality support and driving process improvements to enhance overall operational effectiveness.

Areas of Expertise:

Systems Implementation

Clinical Applications Management

Project Management

Strategic Planning

Troubleshooting & Issue Resolution

Integration Solutions Development

Process Improvement

Compliance and Regulatory Standards

Stakeholder Engagement

Technical Documentation

Data Analysis/Root Cause

Customer Support

Career Experience:

All Covered/Konica Minolta Business Systems, Remote 2022-2023

Devops Product Support Engineer

Spearheaded advanced product support and integration through meticulous triage using the ITSM Service Now ticketing system. Authored 50+ Knowledge Base Articles, significantly reducing redundancy and enhancing support for Service Desk operations with proprietary software.

• Ensured integration with EHR utilizing NextGen Mirth to establish robust data connections with healthcare institutions.
• Collaborated with interdisciplinary teams to develop bespoke automated workflows for efficient processing of diverse patient documents, leveraging Microsoft Azure VM hosting, for dedicated customer platform instances.

New Jersey Innovation Institute, Newark, NJ 2021-2022

Applications Specialist

Streamlined support for NJHIN integrations and enhanced statewide interoperability by guiding technical team members and system analysts, leveraging Rhapsody and Mirth integration.

• Spearheaded technical leadership for grant projects, conducting thorough analysis, defining project scope, and aligning with stakeholders to prioritize objectives.
• Maximized defined outcomes and deliverables by fostering collaboration with internal and external stakeholders to engineer short and long-term technical solutions for State and local healthcare facilities. Achieved GO-LIVE for multiple grant level projects for the New Jersey State Department of Health, enabling them to provide updated population Health statistics by over 100%, as well as providing customized documentation on customized architecture.

RxMx Corp, New York, NY 2019-2020

Product Support Specialist

Enhanced efficiency by prioritizing assigned tasks in Atlassian JIRA following ITIL service standards and Agile methodologies. Facilitated communication between internal and external stakeholders to address application issues, providing valuable feedback on resolutions and escalating complex incidents as needed. Leveraged product expertise to offer comprehensive support and guidance on functionality and best practices. Implemented a centralized Knowledge Base by developing a global process workflow and documenting all inquiries, issues, and requests into JIRA.

• Conducted thorough troubleshooting of application errors across front-end and back-end systems with HL7 messages, identifying potential causes and documenting findings.
• Fostered collaboration among cross-functional teams to address software bugs, development, and support using Atlassian Kanban board and Confluence, supporting the QA team with UAT and Regression testing as required.

Village Care of NY, New York, NY 2014-2019

Application Support Analyst III

Implemented and deployed end-user feedback mechanisms, leading to actionable insights; analyzed results, recommended support process enhancements, and executed changes accordingly. Provided comprehensive support for testing both new and existing software applications, contributing to informed decision-making processes. Managed incoming problem tickets from end-users in ServiceNow, swiftly resolving issues within critical systems and escalating when necessary. Executed hands-on fixes at the desktop level, encompassing software installations, upgrades, and system configurations.

• Facilitated communication of application issues to key stakeholders across various levels of the organization.
• Conducted extensive research on software application products and services, optimizing development and procurement initiatives.
• Performed thorough QA functional testing on hotfixes, ensuring effective problem resolution through meticulous post-resolution follow-ups.

Supported Apps: McKesson | PeopleSoft Clinica & Finance modules | Smartlinks | Square 9 Global Search Document Management | SigmaCare | Homecare Homebase | EClinicalWorks

Mt. Sinai Medical Center, New York, NY 2008-2014

Sr.Clinical Systems Analyst

Acted as the primary analyst for Sunquest/SCC Softlab LIS system support, demonstrating expertise in HL7 message architecture. Coordinated end-to-end lifecycle of clinical applications, from analysis and design to validation and implementation. Proactively monitored system performance, identifying and reporting anomalies for timely resolution. Conducted monthly system maintenance, ensuring stability and performance of Microsoft Windows 2008 servers. Provided comprehensive training to end-users on clinical application features and functionality. Fostered collaboration between laboratory staff and IT teams, supporting clinical systems projects and initiatives.

• Contributed to the development of departmental SOP system policies and procedures.
• Enriched user experience by implementing Remote/Client Systems and establishing an internal helpdesk tracking system for incident monitoring.
• Delivered round-the-clock support for Softlab/Sunquest LIS system and customized Softweb EMR, troubleshooting backend HL7 messages via Cloverleaf/Ensemble/eGate Integration engines.

Key Projects:

• Health Information Exchange EMR Conversion of data from Softlab EMR to Sunquest LIS system, partnering with Healthix as the HIE to send patient data.
• Conversion of data from Softlab to Sunquest LIS system Meaningful Use implementation and validation of downstream systems including eClinicalWorks, EPIC, and IDX.
• ICD-9 to ICD-10 Diagnosis code table conversi0n

Additional Experience: Clinical Systems Analyst at Mount Sinai Health System (2012-2014)

Education

Coursework in Liberal Arts and Sciences

Kingsborough Community College, Brooklyn, NY