Deshalee Cartagena
Patient Care Technician
Chicago,IL
Summary
I have been a dedicated part of this team for 10 years, staying on board through the transitions from Immediate MD to Physicians Immediate Care and now The Aspen Group. Over the decade, I’ve become the go-to person for fixing hardware and teaching our clinical systems to new staff. I am currently finishing my B.S. in Information Technology at Capella University to back up my years of hands-on experience with formal training. I’m excited to bring my deep knowledge of our company’s history and systems to the Desktop Support team to provide high-level, 'white-glove' service to our employees.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
TAG
10.2015 - Current
- Served as the primary Point of Contact (POC) for onboarding and training clinical employees on proprietary patient support systems, ensuring 100% staff proficiency during software migrations."
- Independently diagnosed and resolved hardware and peripheral issues for iPads, PCs, and printers; acted as the 'on-site expert' to minimize clinical downtime.
- Successfully navigated and mastered every internal system evolution over a 10-year tenure, providing high-level 'white-glove' support to department leads and peers.
- Collaborated with the IT department to identify and escalate complex technical bugs, providing detailed diagnostic feedback that accelerated ticket resolution.
- Coordinated with the central IT team to receive and distribute hardware upgrades, ensuring clinical staff had the necessary tools to maintain patient care standards.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Resolved patient concerns and complaints with empathy and professionalism.
Education
Bachelor of Science - Information Technology
Capella University
Online 05.2001 -
High School Diploma -
Foreman High School
Chicago, IL 05.2001 -
Skills
- ServiceNow Navigation, End-User Support & Ticket Management
- Hardware Troubleshooting and installation
- Active Directory/Entra
- White-Glove Customer Service
- Windows & Mac OS Troubleshooting
- iOS & Mobile Device Management
- Microsoft 365 / Office 2016
- Hardware Diagnostics: PC & Mac
- Incident Escalation
- User Training & Mentorship
- Adaptability
- Prioritization & Time Management
- Fast-Paced Problem Solving
Timeline
Patient Care Coordinator
TAG
10.2015 - Current
Bachelor of Science - Information Technology
Capella University
05.2001 -
High School Diploma -
Foreman High School
05.2001 -