Ini Ori

Strategic Clinical Informatics and Information Systems professional with 10+ years of experience leading enterprise application support, clinical systems optimization, user adoption initiatives, and IT operations within healthcare environments. Proven history of partnering with clinicians, physicians, vendors, and executive leadership to implement technology solutions that improve operational efficiency, enhance clinical workflows, and strengthen system performance. Recognized for driving process improvements, developing training programs, and leading cross-functional initiatives that increase user satisfaction while reducing support disruptions.

Clinical Systems Lead - Chase Brexton Health Care - Baltimore, MD

(2019-11)

• Serve as the primary liaison between clinical departments and Information Systems teams to support enterprise clinical applications across five healthcare facilities.
• Lead deployment, configuration, testing, and ongoing support of clinical software solutions that improve operational efficiency and user experience.
• Design and deliver training programs for physicians, nurses, and clinical staff, increasing system adoption and reducing user-related errors by approximately 30%.
• Partner with department leaders to evaluate workflow challenges and implement technology enhancements that improve productivity and reduce operational downtime.
• Coordinate application upgrades, system enhancements, and vendor-supported implementations while ensuring minimal disruption to patient care activities.
• Develop knowledge articles, user guides, and operational procedures that improved first-call resolution rates and decreased recurring support requests.
• Monitor application performance, conduct system audits, and execute downtime readiness procedures to maintain business continuity and regulatory compliance.
• Support strategic initiatives involving Microsoft 365, identity management, reporting, and enterprise application integrations.
• Key Achievements
• Improved clinical application adoption through structured physician and staff training programs.
• Reduced recurring support incidents through process standardization and user education.
• Successfully supported multiple enterprise-wide application upgrades with minimal operational disruption.
• Trained more than 150 providers and clinical staff on application workflows, contributing to reduced user errors and improved system adoption.

Service Desk Specialist - Chase Brexton Health Care - Baltimore, MD

(2015-02 - 2019-11)

• Delivered Tier I and Tier II technical support for clinical and business users across multiple regional locations.
• Managed identity lifecycle activities including account provisioning, deprovisioning, access reviews, and license administration.
• Administered VPN, Citrix Workspace, and remote access technologies supporting secure workforce mobility.
• Collaborated with third-party software vendors to troubleshoot application issues and improve service delivery.
• Developed user training materials and conducted one-on-one coaching sessions to improve technology utilization and self-service capabilities.
• Consistently exceeded service expectations through timely resolution of high-volume support requests while maintaining strong customer satisfaction ratings.
• Key Achievements
• Streamlined onboarding and user-access processes resulting in faster employee provisioning.
• Improved end-user satisfaction through enhanced training and support documentation.

Deployment Technician - Peak Organization – Dell Inc. - Baltimore, MD

(2013-11 - 2015-02)

• Supported desktop deployment, workstation migration, and technology refresh initiatives across commercial and government environments.
• Performed hardware installations, operating system upgrades, profile migrations, and network drive configurations.
• Trained newly hired technicians on deployment procedures, technical standards, and customer support practices.
• Assisted large-scale deployment projects while maintaining high quality and security standards.

Software Support Specialist - Barcoding - Hunt Valley, MD

(2010-10 - 2012-06)

• Served as a liaison between end users and development teams, troubleshooting application issues, gathering requirements, and facilitating timely resolution of software defects.
• Executed software testing, regression validation, and release support activities to improve application stability, reduce production issues, and enhance user experience.
• Delivered remote technical support and end-user training, increasing software adoption and improving user proficiency across multiple business functions.
• Developed SQL stored procedures and maintained internal application tools, improving reporting capabilities, streamlining support processes, and supporting operational decision-making.

Bachelor of Business Administration - Management Information Systems - University of Central Arkansas