Clinical Service Desk Analyst; Sub-Lead (May 2024 - December 2024) - NTT Data - Burnaby, BC
(2022-03 - 2026-04)
- Managed daily queue priorities to ensure SLA compliance and coordinated escalations between clinical staff and Tier 2 technical teams.
- Served as point of escalation for complex Cerner and Meditech issues providing guidance to analysts on difficult troubleshooting scenarios.
- Provided Tier 1 technical support for mission-critical clinical applications, including Cerner, Meditech, PARIS, and Procura, ensuring 24/7 system availability for healthcare providers.
- Directly assisted physicians, nurses, and allied health staff in navigating complex Cerner and Meditech workflows, ensuring accurate clinical documentation and order entry during high-pressure shifts.
- Provided over-the-phone and remote-access walk-throughs for clinicians experiencing navigation bottlenecks, reducing administrative burden and increasing patient care time.
- Conduct workflow analysis to identify systemic bottlenecks, translating clinical user requirements into actionable system modifications and business process improvements.
- Contribute to change management services by streamlining the capture and utilization of electronic health information, ensuring data integrity and clinical best practices are maintained across the community.
- Tracked, documented, and managed incident tickets in ServiceNow, ensuring timely resolution or appropriate escalation to Tier 2 support.
- Applied ITIL best practices for incident management and service request fulfillment.
Epic ATE Support Specialist - Scarborough Health Network - Scarborough, ON
(2021-08 - 2021-12)
- Acted as a liaison between end-users, third-party vendors, and Epic technical support personnel.
- Delivered application support, executed system updates and modifications, and communicated these changes to super-users and end-users.
Epic User Support - Trillium Health Partners - Mississauga, ON
(2020-08 - 2021-03)
- Delivered in-person and remote guidance and hands-on support to end-users, including healthcare providers and non-clinical staff, during Epic implementation.
- Successfully resolved issues and troubleshot incidents reported by end-users related to the Epic system, escalating when necessary and identifying permanent solutions to schedule system changes.
Dentist/Clinical Director - Om Samaj Dental Clinic - Kathmandu, Nepal
(2016-01 - 2018-12)
- Led the end-to-end digital transformation of clinic operations, transitioning from analog workflows to integrated digital systems for patient record management (EMR) and digital radiography.
- Conducted business process re-engineering by analyzing existing clinical workflows and implementing automated scheduling systems, resulting in a 20% reduction in patient wait times.
- Established policies and procedures for a 10-member dental practice team, informed employees of guidelines and supervised enforcement.
Dental Surgeon/Dental Officer - Kist Medical College Teaching Hospital - Lalitpur, Nepal
(2014-01 - 2015-12)
- Led training, evaluation and monitoring of clinical staff pertaining to the EHR system within the oral and Maxillofacial surgery department.
