Lakia Walker

• Incident coordinator for P1 incidents responsible for initiation/ planning, incident resolution, and closure.
• Determine the Scope of impact, the appropriate Stakeholders to contact, as well as appropriate communication requirements
• Record, collect, and analyze data to understand root causes and risks
• Facilitate, develop, and implement change management methodologies
• Successfully track project progress using appropriate metrics and tools

KEY PROJECT

1. AAM Missed SLA - Sorted and analyzed SLA metric data using Microsoft Excel to investigate root causes and trends. Devised a plan for workarounds and performance improvements to prevent future SLA and contract breaches. Defined and documented the KPIs.

• Coached, mentored, and led a team of 21 trainees during 3 separate training sessions
• Set the teams’ priorities and checked work performance periodically to ensure achievement of KPIs
• Conducted project and program audits to ensure standards and scopes were being met and achieved
• Interacted with over 30,000 end users across hospital network (patients, doctors, nurses) offering at-the-elbow support
• Maintained Knowledge base on technical components of all applications support by the Service Desk.

KEY PROJECTS

1. Provided expert application and technical support for Epic Go Live in addition to providing more complex triage and troubleshooting assistance as a volunteer in the command center. Engaged in problem management identification, classification, and resolution activities within the applications. Provided 1-on-1 education and support for end users during the transition from paper to EMR.
2. Developed and implemented a new Service Desk training curriculum across the department that improved process efficiency as well as customer satisfaction