1. Nancy Apkarian
Burlington, WI. 53105 | Cell: 414.628.xxxx | email: nancyapka@gmail.com
Professional Experience
Wheaton Franciscan Healthcare, Glendale, WI 2015- Present
Epic Systems Technical Applications
• Design, implement and support medical device integration and EHRs.
• Provides expertise on Capsule SmartLinx device integrations using HL7 and Epic Systems.
• Managed Epic Cache system development and maintenance activities.
• Installed data loads from third party vendors and extract reports from the system.
• Assist in organizing, planning and building new server executions.
Aurora Health Care, Milwaukee, WI 2009– 2015
Operations Senior Production Support Analyst
• Implemented Operational Readiness methods to ensure that checksand balancesare in place and critical
service dependencies on ITcomponents are recordedand fully functional by streamlining the processes.
• Reduced 85% of tickets routed to the incorrect groups by redirecting, training and publishing
knowledge documents.
• Collaborated with infrastructure and management, consultants and vendors.
• Created process flows, training presentations and technical documentation to simplify process for
building and implementing devices in the system, as well as, assisted in setting standards for
optimization.
• Increased the number of resolved tickets by 90% by responding to service management tool within
SLA guide lines, and provide 2nd
and 3rd
level IT support to the origination for network, printers,
software and UNIX issues.
• Responsible for deployment, conversions and upgrade of Software projects.
• Implemented Epic printing to all Aurora facilities, as well as, worked in an Epic Cache environment.
• Implemented and testednewdevices and software products, such as Xerox, Laserjets, bar code readers,
pharmaceutical printers, Troy and Healthport software systems.
• Built and supported 11,500 print queues for assorted devices types and models.
• Installed red alert monitoring tool for Epic systems, as well as, built three Epic environments to keep
up with demands due to Aurora implementation of Epic as their primary Healthcare system.
Advanced Health Care, Germantown, WI 2004-2009
Systems Operations Specialist
• Supported system maintenance functions relating to client/server, remote access, and systems
operations disciplines.
• Managed data center functions and business continuity.
• Cache database administrator for a system consisting of 1 cluster 2 nodes and 6 environments.
• Accomplished operationalizing processesand proceduresfor tape rotation for two data centersutilizing
Iron Mountain services.
• Removed, installed and maintained cabling and hardware in a 300 square foot data center.
• Provided Epic Cache maintenance and configurations, as well as, operation functions by updating
technical documents and processes.
• Effectively troubleshot and maintained 600 Epic printers at main facility and satellites.
• Assisted,supported, tested,and deployed serversystems,such as,Data Protectorsoftware andinstalling
tape drive backup devices.
• Executed and verified daily backups for several systems including Epic PRD, REL, DR and Shadow
servers,as well as,Dictaphone, Sun Systems and Misys in the data center.
• Trouble shot network and EPIC connectivity issues, as optimum system performance is critical to
clinical operations.

2. Technical Support Specialist
• Improved service desk functions while on a rotating basis in handling 40+ calls a day from 26 locations,
resolving 90% of issues; conduct research on complex issues and collaborate extensively with other
support teams.
• Achieved consolidating three email systems; running 2000 and XP operating systems.
• Upgraded, trouble shot, and maintained PCs and 900 printers at main facility and satellites from intake
to discharge and beyond, all activities were facilitated electronically.
• Developed curricula and conducted group training for administrative, support and medical staff, in
workstation operations, Windows environment and AH networking, Internet/Intranet,email, passwords
and security measures,as well as HIPPA policies and procedures.
Education and Certifications
Ottawa University, Brookfield, WI (2010)
Masters of Business Administration
Ottawa University- Brookfield, WI (2006)
Bachelor of Arts- Information Technology Systems
MATC, Milwaukee, WI (2004)
Associates in Applied Science - Network Specialist
Microcomputer Specialist/Business Analysis, MATC- (2002)
Associates in Applied Science
Memberships
Member of Pluralsight Information Technology Advisory, Research and Training Firm
Member of Epic User Web (Epic Systems Corporations)
Association of Information Technology Professionals (AITP)