Daniel Quaicoe

Experience

1. Technical Analyst

   UConn Health

   Mar 2021 — Present

   Supported Epic Ambulatory/Inpatient care, ClinDoc, CPOE, Beacon, Stork and OpTime applications. Provided Help Desk Analyst support to end users remotely using Footprint and The Service Now ticketing system producing 80-100+ tickets per day.• Handled high call volumes of 60-100+ calls daily, providing high-priority responses to critical issues. Documented in the footprints Ticket Systems and Service Now, for issues that I cannot resolve and escalate issue to IT teams as appropriate and necessary.• Triaged Epic, Dragon, Imprivata, and E-Prescribe over the phone in a call center environment. Provide additional instructional support for various end users in different departments to 95% first contact solution, and worked with technical team for system failure issues to the appropriate department for immediate resolution.• Provided technical support for login, network connectivity, and printing issues for providers and clinicians to a 99% completion rate. Reset and activated clinician’s epic/system log in and password, as well as, resetting their Citrix network, regaining access to the server. • Enrolled Providers with Imprivata, Two- Factor Verification for the capability of E-Prescribing controlled substances to a 100% completion.• Assisted with workflow understanding. Documented extensive updates in the ticket systems to create a detailed record of each request. Provided caregivers with their ticket numbers and followed up on ticket status to provide feedback to the caregivers and escalate issues to the appropriate Analyst teams.• Conducted over 100+ MyChart activations per week. Assist and direct patients, addressing any issues they may have with their MyChart account with an average call time of under 5 minutes 50 percent faster than average (9 minutes). Provided customer service to patients for MyChart activation, account and password resets, as well as, personal security features.