John Pearce
Epic Clinical Support Analyst @Nationwide Children's Hospital
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WORK HISTORY
Epic Clinical Support Analyst @Nationwide Children's Hospital
Responsible for providing Tier II technical support to many of Nationwide Children\'s Hospital Epic Clinical users. Providing an advanced level of customer service to our users while working with the other members of the clinical support team to improve processes and strive toward timely resolution of system issues.Serving as the first point of contact for IS Epic Clinical related issues by responding to requests for technical assistance by phone, email, or electronic self-service tool.Gathering needed information from users that will assist in the timely resolution of incidents and requests.Identifying situations requiring urgent attention, prioritize and seek assistance as indicated.Providing accurate and timely logging of issues and documentation of resolution of these issues in the Service Management system.Taking ownership of user issues and communicate progress in a timely manner.Assisting with developing processes for incident resolution and developing reports to support process improvement.Helping with training curriculum for Tier I support staff concerning the Epic Clinical system.
EDUCATION
Mount Vernon Nazarene University
BS, Communication and Media Studies
Mount Vernon Nazarene University
Bachelor's degree, Communication, General
SKILLS
ABOUT JOHN PEARCE
No one person can be the best at everything. It takes a team of focused, dedicated individuals to create a goal. My goal will always be to provide users with a positive experience, and to be in an nurturing environment filled with growth opportunities. Being goal-oriented, I look to find new ways to provide assistance to any staff member that needs it, any time. Getting credit for the work doesn\'t matter to me. What matters most is getting the job done.Specialties: Epic Systems (Security-accreditation), Customer Service, Quality Assurance, Technical Support, Communication, Telephony, Customer Satisfaction, VoIP, Coaching, Training, Proposal Writing, Customer Experience,
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