Simon Davis
Application Support Analyst | IT Support | ServiceNow | Microsoft 365 | Epic | PeopleSoft
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About
IT and healthcare operations professional with experience supporting enterprise users, troubleshooting application and access issues, documenting interactions in ServiceNow, and navigating systems including Epic, PeopleSoft, Microsoft 365, and enterprise support platforms. Google IT Support certified with a background spanning healthcare operations, technical support, HR systems support, training, and process documentation. Skilled in issue isolation, escalation, knowledge-based troubleshooting, and clear documentation within privacy-sensitive environments.
Seeking Application
Support, IT Support Analyst, EHR Support, and similar contract opportunities with a stronger focus on systems, tickets, and application troubleshooting.
Experience
IT & HR Support Analyst - Connect Search (Contract supporting Northwestern Medicine) - Remote
(2026-07)
Provide frontline technical and HR systems support for Northwestern Medicine employees across Microsoft 365, account access, enterprise applications, HR/benefits systems, and workplace technology.
- Document user-reported issues, troubleshooting steps, actions taken, and escalation details within ServiceNow Service Operations Workspace to maintain accurate case histories and support continuity.
- Troubleshoot application access, authentication, Microsoft Teams/Outlook, connectivity, permissions, and general end-user technology issues using established knowledge articles and support procedures.
- Review PeopleSoft employee and benefits information to identify enrollment, eligibility, routing, and documentation issues and escalate complex cases to appropriate HR or benefits teams.
- Use Now Assist, internal knowledge resources, and defined escalation paths to research issues and provide consistent support while handling confidential employee information.
Health Unit Coordinator - Cleveland Clinic - Cleveland, OH
(2025-12 - 2026-08)
Coordinated patient flow operations including admissions, transfers, and discharges within Epic EHR while maintaining accurate, timely documentation.
- Reviewed patient records for missing or conflicting operational information and coordinated resolution with nursing, physicians, transport, and ancillary teams.
- Served as an operational liaison across patients, families, and clinical staff while maintaining HIPAA-compliant documentation and communication.
Technical Support Analyst - Omni Interactions (Intuit TurboTax Contract) - Remote
(2025-09 - 2026-02)
Diagnosed and resolved product, account-access, and software issues across multiple systems using structured troubleshooting and knowledge resources.
- Documented cases with clear troubleshooting histories and identified recurring issues that could benefit from updated knowledge or process guidance.
- Navigated multiple platforms concurrently while maintaining accurate records and strict data-handling standards.
Health Unit Coordinator - Cleveland Clinic - Cleveland, OH
(2022-07 - 2025-04)
Managed daily operational communication for a busy hospital unit, coordinating with patients, families, physicians, transport, and support teams.
- Maintained accurate Epic records for admissions, transfers, and discharges and verified demographic and coverage information.
- Investigated documentation discrepancies and workflow gaps, locating missing information and coordinating resolution with interdisciplinary teams.
Training & Operations Specialist - Omni Interactions - Remote
(2021-07 - 2022-07)
Led onboarding and training for 15+ new hires on CRM tools, support workflows, compliance requirements, and documentation standards.
- Created knowledge-base and training resources to improve new-hire ramp-up and process consistency.
- Provided multi-channel operational support across phone, chat, and email while maintaining quality and documentation standards.
IT Support Specialist - Conduent - Remote
(2020-05 - 2021-06)
Troubleshot system access, device configuration, and account issues across enterprise platforms while documenting actions and following security procedures.
Technical Support Analyst - KellyConnect (Apple Support) - Remote
(2019-06 - 2020-04)
Delivered structured technical and account support, documented cases with traceability, and resolved issues through methodical troubleshooting.
Education
Certificate - Google IT Support Professional Certificate - Merit America (2025-09)
Certificate - Practical Help Desk Certificate - TCM Security
Coursework - Musical Theater - Columbia College Chicago and Youngstown State University
