Senior Manager, Technical Support

• May 2023 - Present

Sr. Supportability and Escalation Manager

• Aug 2022 - May 2023

Worked as a subject matter expert in specific product lanes. Functional validation of supportability pre-release and liaison of escalations to the engineering team. Participate in bug scubs, grooming, and update intervals of fix and release timelines. Worked as a subject matter expert in specific product lanes. Functional validation of supportability pre-release and liaison of escalations to the engineering team. Participate in bug scubs, grooming, and update intervals of fix and release timelines.

Integration Analyst (Business Analyst II)

• Feb 2020 - Jul 2020

• Assist with Integrations for new facilities or new functionality for existing clients by use of interfacing through InterSystems Caché • Coordinate with internal and external teams for client readiness and project timeline planning • Shadowed for HIS conversions working to coordinate with multiple vendor partners • Work with field definition conversions and file loads to various dictionaries • Timekeeping and project management documentation through OneNote, SharePoint, and TFS • Ownership and communication updates for support tickets Show less

Escalation Support Manager

• Feb 2013 - Feb 2020

- Serve as SME for all escalated interface support issues - Work as liaison between multiple departments (sales, engineering, implementation, support and interface) - Document root cause analysis, investigations, and resolution for tickets in Salesforce - Develop interface training and proficiencies for both Tier I support and interface analysts including onboarding, advancement identification, SOP’s and work instructions - Read and interpret programmed code for intended functionality versus experienced functionality - Make coding adjustments as needed to resolve critical concerns or incorrect implementation - Training and development of tiered level support structure - Train, mentor, and supervise multiple tier II technicians Show less

Interface Analyst

• Jan 2013 - Feb 2020

- HL7 integration and custom coding for ADT, Order, and Result messages - Interface implementation of a large range of medical devices connecting to many different LIS vendors - Manage multiple projects with varying complexity and timelines - Training and collaborate with new employees in Interface and other departments to provide a culture of learning, standardization and efficiency - Work with client and vendors to create and perform testing scenarios for validation and perform go-live activities Show less

IT Director

• Jun 2008 - Aug 2011

- Responsible for all technical issues for 11 clinical office building's throughout Virginia including: initial setup of hardware, installation of software, upkeep and maintenance of security, network installations and modifications, cabling and terminating, ensuring HIPPA compliance - Managed all web based content including: develop/design public webpage, update/redesign employee Intranet, customization and implementation of email system and webmail access, create and maintain SEO and monthly newsletter - Maintain, update, and administer company servers (Microsoft Server 2003 with Terminal Services, file share, AD, print serving, VPN , DHCP, and Application serving) - Design, create and update PDF forms used by employee's for services using Adobe LiveCycle Designer. Features of forms included: Dynamic header allowing to choose service location, automatic calculations, flowable content with expanding fields, and other advanced scripting - Work to shift focus toward electronic documentation, file keeping , and sharing to avoid excessive paperwork, including electronic billing and signatures. - Coordinate and communicate with Office admins and other Service providers and vendors to help facilitate a schedule for repairs and installation of new services if not done myself - Create backups, images, and re-imaging computers both locally and pushing over a network - Research, implement and maintain phone systems including PSTN, VOIP, PBX systems, phone hardware, Fax PAP2 devices - Research, test and implement software, hardware and all technology upgrades including timekeeping, bill and payment, clinical testing, network management, filesharing, backup, security programs, and other software Show less

Pre-Load Supervisor

• Nov 2004 - May 2008

- Manage a workforce or designated sort area ranging from 8 - 60 people - Labor intense fast paced work environment - Training in retention and employee management techniques, loss prevention, efficiency and time management, safety and substance abuse - Served as mechanical and technical troubleshooter - Make immediate decisions and take decisive action when forced to make adjustments to a plan or any other unseen occurrence - Manage a workforce or designated sort area ranging from 8 - 60 people - Labor intense fast paced work environment - Training in retention and employee management techniques, loss prevention, efficiency and time management, safety and substance abuse - Served as mechanical and technical troubleshooter - Make immediate decisions and take decisive action when forced to make adjustments to a plan or any other unseen occurrence