Songul Ozgen

Experienced IT Support and Systems Analyst professional with 10+ years of hands-on experience in technical support, troubleshooting, EHR systems, and customer service within healthcare and IT environments. Adept in remote support tools, ticketing systems, and network infrastructure basics. Known for problem-solving, empathy, and clear communication in high-pressure settings.

Product Owner (Technical/Systems Focus) - Medulla, LLC

(2021-06 - 2025-03)

• Led CRM support projects (Salesforce) for 115+ healthcare clinics.
• Managed ticket workflows via Azure DevOps, improving resolution times.
• Developed Power BI dashboards for leadership and support teams.

Systems Analyst - University of Chicago Physician Billing

(2000-09 - 2003-10)

• Provided technical support and QA for billing system rollouts.
• Acted as liaison between billing and IT, ensuring workflow and system alignment.
• Trained staff on ICD-10/CPT usage and supported early EHR integration.
• Supported troubleshooting for claim rejections and system errors.

Help Desk Manager - Trebron Management

(1997-05 - 2000-09)

• Managed IT support across multiple healthcare locations with >95% SLA compliance.
• Implemented a help desk knowledge base; improved first-call resolution by 25%.
• Oversaw network optimization, reducing system downtime by 40%.
• Hired and trained technical staff, promoting strong customer service values.

B.S. - Health Information Management - University of Illinois at Chicago