George Sandoval

Healthcare IT professional with progressive experience across service desk operations, Epic support, revenue cycle workflows, pharmacy systems, and desktop support processes. Skilled in troubleshooting complex user issues, managing high-volume ticket queues, supporting Epic Cadence and related modules, and collaborating across clinical, technical, and operational teams. Seeking to leverage hands-on Epic front end and backend knowledge, analytical problem-solving, and strong customer service experience in an Epic Cadence/Willow Application, Desktop Support or Service Desk Analyst role.

Service Desk Analyst at Northwestern Medicine (2020-01 – Present)

• Resolves up to 1,000 IT tickets monthly at peak times within ServiceNow while meeting strict SLA windows for Tier 1 and Tier 2 issues.
• Manages enterprise ticketing streams supporting more than 1,000 applications, including the Epic EHR ecosystem, Azure and Microsoft Enterprise systems.
• Conducted User Acceptance Testing for the ServiceNow Service Operations Workspace rollout to identify defects prior to Go-Live.
• Leverages Azure, Epic backend tools and Citrix Director to audit user logins, manage lockouts, and troubleshoot connectivity issues.
• Applies cross-functional knowledge of Epic Cadence, Ambulatory, Willow, and Revenue Cycle modules to resolve and triage end user issues.

Financial Services Representative at Northwestern Medicine (2019-01 – 2020-12)

• Managed insurance prior authorizations, verification codes, and financial documentation within Epic Prelude and Cadence.
• Audited and cleared pending appointments flagged with financial or authorization requirements using Epic work queues.
• Maintained detailed logs to ensure insurance approvals aligned accurately with scheduled clinical encounters and procedures.

Certified Pharmacy Technician (CPhT) at Northwestern Medicine (2015-01 – 2019-12)

• Compounded intravenous infusions, parenteral nutrition, pediatric drips, and chemotherapy medications under strict USP 797 and USP 800 guidelines.
• Managed medication dispensing, reviewed order queues, and executed large-scale automated cart fill cycles using Epic Willow.
• Maintained drug formulary, tracked inventory, and restocked Pyxis and Omnicell automated dispensing cabinets.
• Maintained active Certified Pharmacy Technician status and completed all annual continuing education requirements.

High School Diploma – Belton, MO (2004-01)