JASON W. HODGES

⬧  Leveraged SQL to troubleshoot configuration anomalies and extract complex patient data, reducing resolution times by 80%

⬧  Collaborated with internal training teams and client stakeholders to achieve 100% on-time Go-Live delivery across all assigned projects, ensuring smooth handoffs to support teams and boosting client satisfaction scores

⬧  Maintained HIPAA-compliant documentation and streamlined issue tracking in Salesforce, reducing project update errors by 40% and improving audit readiness during client implementations

⬧  Participated in onboarding 30+ clients to CMS federal programs including MIPS, streamlining credentialing and reporting integrations to ensure 100% compliance and accelerate reimbursement timelines

⬧  Analyzed and resolved client tickets with a focus on clarity and empathy, achieving a 75% reduction in ticket resolution time and enhancing client satisfaction

⬧  Managed 10+ multi-phase client projects, coordinating cross-functional teams and external vendors to achieve a 98% on-time implementation rate and improve client satisfaction scores

⬧  Developed and maintained project documentation and milestone tracking in SharePoint and CRM tools, increasing team visibility and reducing missed deadlines

⬧  Delivered timely status updates to stakeholders and enforced accountability across project teams, contributing to a 95% deliverable completion rate within scope and schedule across all implementation phases

⬧  Provided expert customer support and product guidance for EHR platforms, utilizing Salesforce and SQL to resolve complex issues and enhance system usability, contributing to an increase in client satisfaction scores

⬧  Led 30+ Zoom training sessions to educate clients on system updates, resolve workflow issues, and clarify configuration impacts, resulting in a reduction in follow-up support tickets and higher client self-sufficiency

⬧  Collaborated cross-functionally with clinical, support, and development teams to identify root causes of issues and enhance the usability of healthcare platforms, resulting in improved user satisfaction and system performance

   ⬧  Resolved 90% of daily healthcare software issues, leading to a significant improvement in clinician satisfaction and workflow efficiency

   ⬧  Generated detailed Excel performance reports using pivot tables to track key performance indicators (KPIs), enabling data-driven decision-making

   ⬧  Delivered technical support to hospital staff by unlocking and resetting access to various software systems and devices used across departments, ensuring minimal workflow disruption

   ⬧  Delivered Tier 2 technical support and efficiently managed Active Directory tasks, including employee onboarding and offboarding,  ensuring seamless user access and security compliance

   ⬧  Reduced average ticket resolution time by implementing proactive support protocols, enhancing overall team efficiency and user satisfaction

   ⬧  Configured and supported iOS devices for city employees, including account setup, troubleshooting, and technical assistance

   ⬧  Authored over 100 internal support documentation resources, significantly improving resolution speed and consistency across IT helpdesk teams

   ⬧  Led cross-team collaboration during email system rollouts and coordinated international training initiatives, including sessions in India, ensuring smooth adoption and global consistency

   ⬧  Coordinated with cross-functional teams via e-mail, chat and phone, to identify and resolve system bottlenecks, enhancing overall operational efficiency

   ⬧  Led a team of support specialists in delivering comprehensive technical support, maintenance, and repair services for 2,300 ATMs, enhancing overall service efficiency and client satisfaction

Major: Bachelor of Information Technology | Minor: Security
American Intercontinental University | Schaumburg, IL | Credits Earned: 180 | GPA: 3.71 | Graduated

1. Term A1203P: 6/4/12 – 8/19/12
2. Term A1202P: 3/19/12 – 5/27/12
3. Term A1201P: 1/2/12 – 3/11/12
4. Term A1103P: 7/18/11 – 9/25/11