Zach Good

Charleston, SC

zachjgood@gmail.com


WORK EXPERIENCE


Charleston Area Inpatient Psychiatric Hospital

Mental Health Technician

Charleston, SC

May 2016-December 2016


  • Oversaw therapeutic milieu containing up to eighteen patients experiencing mental illnesses such as schizophrenia, schizoaffective disorder, bipolar disorder, psychosis, depression, anxiety, post-traumatic stress disorder, and addiction.
  • Led daily therapeutic and educational discussion groups in order to teach patients about mental illness, provide them with feedback in regards to their existing support structures, and inspire them to assume a proactive role in their wellness.
  • Interviewed multiple patients per day and assessed their behavior in order to inform clinical staff as to appropriate psychiatric interventions.
  • Leveraged observed patient behavior, known patient medical history, and knowledge of mental disorders to determine barriers to patient success and motivate patients to implement practical improvements to better their lives.
  • Utilized counseling psychology techniques to elicit vital information from patients in a timely and efficient manner.
  • Provided superior customer service to patients and served as a representative of the hospital.
  • Provided emotional support to patients experiencing suicidal and homicidal ideation and supervised their behavior in order to anticipate and prevent tragedies.
  • Responded to urgent patient crises hospital-wide and helped verbally deescalate and physically restrain patients engaging in violent behaviors.
  • Created extensive reports informing hospital leadership of operational deficiencies and worked with management to implement process improvement measures.


Charleston Area Technical Consulting Firm

Systems Analyst
Charleston, SC

August 2014-September 2015


Client: Federal Government Agency

End User Support

  • Reviewed end user data entry errors and potential defects in financial management system utilized by more than 1,000 staff at more than 250 United States agencies around the world.
  • Collaborated with client Business Managers and Customer Support and Training staff to determine system action plans for complex fiscal matters confronted by staff.
  • Created and evaluated Knowledge Base articles published on the agency intranet that demonstrated financial system functionality for use by more than 1,000 global staff.


System Testing

  • Executed financial management system tests to verify accuracy of expected code modifications.
  • Met with management team to provide test status updates and feedback on findings.


System Design

  • Created and updated design documents to reflect expected system functionality for upcoming system releases.


Deloitte Consulting

Project Associate

Camp Hill, PA
May 2011-August 2014

Client: Pennsylvania Department of Public Welfare (DPW)

Requirements Gathering and Design

  • Planned, created, and delivered presentations to client stakeholders during all phases of four large-scale System Development Lifecycles (SDLCs).
  • Collaborated with small and large project teams to design, develop, present, test, and implement system modifications to meet the guidelines set forth by the Affordable Care Act (ACA).
  • Worked side-by-side with senior project management to create and deliver several presentations outlining proposed system enhancements designed to allow the Commonwealth successfully link their interfaces with the Center for Medicare and Medicaid Service’s Federally Facilitated Marketplace.
  • Composed General System Design and Detailed System Design deliverables for multi-million dollar initiatives and led document review sessions with client stakeholders.


Training and Implementation Support

  • Supported multi-phased rollout of Web-based integrated eligibility system utilized by more than 5,000 Income Maintenance Caseworkers in nearly 100 County Assistance Offices (CAOs) to deliver welfare benefits to 2.5 million citizens across the Commonwealth of Pennsylvania.
  • Led management site meetings at 48 CAOs to assess implementation readiness, identify operational improvements, and address pressing concerns.
  • Provided hundreds of hours of direct onsite support and training to more than 1,000 system end users in 42 counties throughout the commonwealth.
  • Developed content for and led dozens of system support conference calls routinely consisting of 50-100 members of CAO management and DPW staff.
  • Created and presented live training demonstrations to system end users and CAO management to enhance their system knowledge and proficiency.
  • Investigated system defects and identified alternate processing paths in order to create user documents outlining temporary procedures to successfully process client benefits.
  • Planned, created, and deployed online help documents used as training guides by more than 5,000 end users.


System Testing

  • Planned, prepared, and executed end-to-end operational scenarios to validate development activities and verify accuracy of system modifications.
  • Performed hundreds of hours of system testing in multiple testing environments.
  • Briefed testing team before various levels of environment testing in order to communicate proposed system design.
  • Provided direct support to system testers in both one-on-one and group settings in order to explain system functionality and review possible defects.


Maintenance

  • Created and delivered presentations for client stakeholders outlining system enhancements and defects and provided analysis to help stakeholders reach prioritization decisions.
  • Researched planned code changes and created corresponding system documents outlining enhancements and defect resolutions which served as reference guides for more than 5,000 end users and DPW executive staff.
  • Identified system defects in development code and consulted with internal staff and client stakeholders to determine mitigation approaches.


Firm Development

  • Prepared and created content for several multi-million dollar integrated eligibility proposals which were ultimately acquired by the firm.
  • Planned and facilitated multi-day office events between national and regional firm leadership and local office staff.


Lancaster General Medical Group – Manheim Family Medicine

Lead Customer Support Representative

Manheim, PA
May 2009-May 2011


  • Managed team of Customer Support Representatives in operations and performance.
  • Implemented new workflow process systems to meet patient needs, resulting in an increase in patient satisfaction, as demonstrated through survey data.
  • Helped improve patient wait times by 20%.
  • Facilitated office manager with interviewing, hiring, and training new employees.
  • Prepared speech advising upper management and supervisors about structuring and delivering superior patient outcomes.
  • Led monthly staff meetings, which included coordinating, planning, and creating agendas.


Customer Support Representative II

April 2008-May 2009


  • Communicated with doctors and served as a liaison to their patients.
  • Interacted with patients daily, verified patient demographic and insurance information, and checked them in for their appointments.
  • Coded and tracked patient visits following their appointments, including scheduling tests and future appointments.
  • Provided administrative support for patients, doctors, and staff.


The Office of Tim Holden, United States House of Representatives

Congressional Intern

Washington, D.C.
August 2007-November 2007


  • Attended Congressional briefings to prepare notes for legislative assistants.
  • Led guided tours of the United States Capitol building for constituents and tourists.
  • Provided administrative support for congressional staff members.


PHILANTHROPY


Big Brothers/Big Sisters of America
Big Brother
North Charleston, SC
April 2015-Present


  • Provide familial support to local eleven-year-old male.
  • Coordinate and plan weekly or biweekly events with the child’s mother and provide updates as to outcome and progress.
  • Identify obstacles to success and work with BB/BS staff to develop remediation plans.


Be A Mentor
Academic Tutor
North Charleston, SC       
January 2015-June 2016


  • Provided weekly academic mentoring to teenagers involved in the Carolina Youth Development Center.
  • Named October 2015 Mentor of the Month.
  • Gave two consultant career presentations to students in local middle school.


EDUCATION

The Pennsylvania State University

University Park, PA

B.A. in Political Science

Class of 2007

SKILLS


  • Proficient in the Microsoft suite of applications (Word, PowerPoint, Excel, Outlook, Project, Visio)
  • Microsoft SQL Server
  • Microsoft Test Manager
  • Enterprise Architect
  • HP Quality Center
  • Team Foundation Server
  • SharePoint
  • EPIC
  • Basic HTML coding