Mark Stewart
Customer Care Analyst at equivant- Claim this Profile
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Bio
Myron McGhee, DBA
I work first hand with Mark in a leadership training capacity at St. Mary’s Baptist. Mark is a responsive, reliable and accurate team communicator. He consistently exhibits professionalism while carrying out the activities we’re assigned and his collaboration experience shines through in our leadership training environment. It is a pleasure to know and work with Mark.
Myron McGhee, DBA
I work first hand with Mark in a leadership training capacity at St. Mary’s Baptist. Mark is a responsive, reliable and accurate team communicator. He consistently exhibits professionalism while carrying out the activities we’re assigned and his collaboration experience shines through in our leadership training environment. It is a pleasure to know and work with Mark.
Myron McGhee, DBA
I work first hand with Mark in a leadership training capacity at St. Mary’s Baptist. Mark is a responsive, reliable and accurate team communicator. He consistently exhibits professionalism while carrying out the activities we’re assigned and his collaboration experience shines through in our leadership training environment. It is a pleasure to know and work with Mark.
Myron McGhee, DBA
I work first hand with Mark in a leadership training capacity at St. Mary’s Baptist. Mark is a responsive, reliable and accurate team communicator. He consistently exhibits professionalism while carrying out the activities we’re assigned and his collaboration experience shines through in our leadership training environment. It is a pleasure to know and work with Mark.
Experience
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equivant
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United States
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Software Development
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1 - 100 Employee
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Customer Care Analyst
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Oct 2018 - Present
CourtView Justice Solutions, a software provider for the justice community o Utilizes knowledge of application software, hardware platforms, and underlying database management system to resolve customer application software issues. o Provides workarounds to customers when software modifications are not immediately available. o Interacts with customer and internal team members (QA/Deployment) to coordinate the deployment of fixes for application defects. o Evaluates assigned… Show more CourtView Justice Solutions, a software provider for the justice community o Utilizes knowledge of application software, hardware platforms, and underlying database management system to resolve customer application software issues. o Provides workarounds to customers when software modifications are not immediately available. o Interacts with customer and internal team members (QA/Deployment) to coordinate the deployment of fixes for application defects. o Evaluates assigned calls and quickly address them in a pre-defined, priority-based order. o Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating data. o Analyze Web log files, Error log files, SQL Server log files for trends and problem analysis Show less CourtView Justice Solutions, a software provider for the justice community o Utilizes knowledge of application software, hardware platforms, and underlying database management system to resolve customer application software issues. o Provides workarounds to customers when software modifications are not immediately available. o Interacts with customer and internal team members (QA/Deployment) to coordinate the deployment of fixes for application defects. o Evaluates assigned… Show more CourtView Justice Solutions, a software provider for the justice community o Utilizes knowledge of application software, hardware platforms, and underlying database management system to resolve customer application software issues. o Provides workarounds to customers when software modifications are not immediately available. o Interacts with customer and internal team members (QA/Deployment) to coordinate the deployment of fixes for application defects. o Evaluates assigned calls and quickly address them in a pre-defined, priority-based order. o Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating data. o Analyze Web log files, Error log files, SQL Server log files for trends and problem analysis Show less
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Harris Healthcare
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Technical Support Analyst II
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Jul 2012 - Oct 2018
• Analyzed client reported issues and updated status on a regular basis • Replicated client reported issues on QA and Client Test environments • Identify root cause of issues and resolve and/or escalate code defects to development • Validate fixed issues in QA and Client environments • Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating patient data. • Analyze Web log files, Error log files, SQL Server log files for trends and problem… Show more • Analyzed client reported issues and updated status on a regular basis • Replicated client reported issues on QA and Client Test environments • Identify root cause of issues and resolve and/or escalate code defects to development • Validate fixed issues in QA and Client environments • Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating patient data. • Analyze Web log files, Error log files, SQL Server log files for trends and problem analysis • Responsible for technical support and maintenance of software applications running .NET and C# programming language • Create test scenarios and test cases for custom enhancements • Performed end-to-end testing for client specific custom enhancements • Use PeopleSoft CRM, Microsoft Dynamics CRM and Jira for defect tracking • Validate Inbound and Outbound HL7 messages in Rhapsody Orion Interface Engine • Maintain and troubleshoot interface errors (HL7 and XML) • Experienced in analyzing different segments and fields in ADT and Scheduling messages • Performed document image interface functionality in QA, Test and production environments • Validate client specific application on touch screen kiosks and tablets • Involved in support transition meetings to gain knowledge from Professional Services team • Responsible for maintaining internal client specific test environments • Coordinated with client for test and production patch deployments • Performed patch deployment on all QA, Test and Production environments Environment: .Net Framework 4.0, Web API, XML, Java Script, Tortoise SVN, Cruise Control, JIRA, PeopleSoft CRM, MicroSoft Dynamics, SQL Server 2008 and 2012, Windows OS 7 and 8, Rhapsody Orion, IIS, Web Services Show less • Analyzed client reported issues and updated status on a regular basis • Replicated client reported issues on QA and Client Test environments • Identify root cause of issues and resolve and/or escalate code defects to development • Validate fixed issues in QA and Client environments • Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating patient data. • Analyze Web log files, Error log files, SQL Server log files for trends and problem… Show more • Analyzed client reported issues and updated status on a regular basis • Replicated client reported issues on QA and Client Test environments • Identify root cause of issues and resolve and/or escalate code defects to development • Validate fixed issues in QA and Client environments • Use SQL Server 2008 and 2012 to write queries for analyzing, troubleshooting and validating patient data. • Analyze Web log files, Error log files, SQL Server log files for trends and problem analysis • Responsible for technical support and maintenance of software applications running .NET and C# programming language • Create test scenarios and test cases for custom enhancements • Performed end-to-end testing for client specific custom enhancements • Use PeopleSoft CRM, Microsoft Dynamics CRM and Jira for defect tracking • Validate Inbound and Outbound HL7 messages in Rhapsody Orion Interface Engine • Maintain and troubleshoot interface errors (HL7 and XML) • Experienced in analyzing different segments and fields in ADT and Scheduling messages • Performed document image interface functionality in QA, Test and production environments • Validate client specific application on touch screen kiosks and tablets • Involved in support transition meetings to gain knowledge from Professional Services team • Responsible for maintaining internal client specific test environments • Coordinated with client for test and production patch deployments • Performed patch deployment on all QA, Test and Production environments Environment: .Net Framework 4.0, Web API, XML, Java Script, Tortoise SVN, Cruise Control, JIRA, PeopleSoft CRM, MicroSoft Dynamics, SQL Server 2008 and 2012, Windows OS 7 and 8, Rhapsody Orion, IIS, Web Services Show less
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AssistRx
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United States
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IT Services and IT Consulting
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300 - 400 Employee
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Help Desk Analyst - Technical Software Support
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Jan 2012 - Jul 2012
Technical support of iAssist web-based technology to streamline and support e-prescribing referrals for specialty therapies. Tier 1 and Tier 2 support of iAssist ePrescribing web products. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Quality Assurance testing for new Web product releases and… Show more Technical support of iAssist web-based technology to streamline and support e-prescribing referrals for specialty therapies. Tier 1 and Tier 2 support of iAssist ePrescribing web products. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Quality Assurance testing for new Web product releases and one-off fixes. Recorded all incoming support calls and emails and documentation into Salesforce.com CRM. Gather and research customers trending and usage of Assist-Rx products and provide valid suggestion and recommendations to developers and leadership that improves the prescribing experience for physician offices. Create Salesforce.com reports to capture, analyze and review efficiencies and opportunities. Create tickets in “SpringLoops” for issues, enhancements, requests for Internal customers. Develop and/or modify SOP’s & training materials based on environment changes. Show less Technical support of iAssist web-based technology to streamline and support e-prescribing referrals for specialty therapies. Tier 1 and Tier 2 support of iAssist ePrescribing web products. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Quality Assurance testing for new Web product releases and… Show more Technical support of iAssist web-based technology to streamline and support e-prescribing referrals for specialty therapies. Tier 1 and Tier 2 support of iAssist ePrescribing web products. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Quality Assurance testing for new Web product releases and one-off fixes. Recorded all incoming support calls and emails and documentation into Salesforce.com CRM. Gather and research customers trending and usage of Assist-Rx products and provide valid suggestion and recommendations to developers and leadership that improves the prescribing experience for physician offices. Create Salesforce.com reports to capture, analyze and review efficiencies and opportunities. Create tickets in “SpringLoops” for issues, enhancements, requests for Internal customers. Develop and/or modify SOP’s & training materials based on environment changes. Show less
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Software Support Specialist Supervisor
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Mar 2010 - Jan 2012
Responsible for identifying enhancements, software defects and training issues pertaining to Radixx’ Airline Reservation System as reported by Radixx customers. Manage three direct reports. Night Customer Support Supervisor, handling escalation processes and mentoring other support professionals while working via phone, email, and chat. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved… Show more Responsible for identifying enhancements, software defects and training issues pertaining to Radixx’ Airline Reservation System as reported by Radixx customers. Manage three direct reports. Night Customer Support Supervisor, handling escalation processes and mentoring other support professionals while working via phone, email, and chat. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Responsible for client Data Management of Oracle 9i Database using SQL Navigator. Supervise, mentor, and provide technical back up for a team of two Customer Support Specialist and one Level 1 Technical Support Specialist Simulate, replicate and validate client issues in UAT and Production environments Test new software releases and validate product documentation. Record all incoming support calls and emails into DevTrack and Customer Wise tracking systems. Show less Responsible for identifying enhancements, software defects and training issues pertaining to Radixx’ Airline Reservation System as reported by Radixx customers. Manage three direct reports. Night Customer Support Supervisor, handling escalation processes and mentoring other support professionals while working via phone, email, and chat. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved… Show more Responsible for identifying enhancements, software defects and training issues pertaining to Radixx’ Airline Reservation System as reported by Radixx customers. Manage three direct reports. Night Customer Support Supervisor, handling escalation processes and mentoring other support professionals while working via phone, email, and chat. Responsible for the strategic development and writing documentation for Level 1 Technical Support that are designed to provide improved productivity, streamlined operations, and faster resolution to client reported issues. Responsible for client Data Management of Oracle 9i Database using SQL Navigator. Supervise, mentor, and provide technical back up for a team of two Customer Support Specialist and one Level 1 Technical Support Specialist Simulate, replicate and validate client issues in UAT and Production environments Test new software releases and validate product documentation. Record all incoming support calls and emails into DevTrack and Customer Wise tracking systems. Show less
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Service Support Account Manager
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May 2008 - Oct 2009
Troubleshoot and resolved Stromberg Time and Attendance and network related software issues for 70+ assigned clients. Perform appropriate and timely investigation and problem solving. Produced technical documentation for customers and customer support. Troubleshoot database issue using SQL scripts, select, insert and delete statements for 200+ employees and end users. Recorded all incoming support calls and emails and documentation into Salesforce CRM Project management for the… Show more Troubleshoot and resolved Stromberg Time and Attendance and network related software issues for 70+ assigned clients. Perform appropriate and timely investigation and problem solving. Produced technical documentation for customers and customer support. Troubleshoot database issue using SQL scripts, select, insert and delete statements for 200+ employees and end users. Recorded all incoming support calls and emails and documentation into Salesforce CRM Project management for the upgrade of clients software application; SQL database backups, scheduling (appointment setting), implementing, technical support, review hardware specifications, work with I.T. directors, SQL servers 2000 and 2005 to minimize costs and down time for client and increased revenue for the company Upgrade clients production database environment and test environment via virtual machines generated revenue by minimizing the use of company application specialists or implementation specialist who are able to focus on new client setup. Helped reduce extreme backlog of requested upgrades while working closely with Upgrade Specialist to increase communication flow and scheduling response time. Show less Troubleshoot and resolved Stromberg Time and Attendance and network related software issues for 70+ assigned clients. Perform appropriate and timely investigation and problem solving. Produced technical documentation for customers and customer support. Troubleshoot database issue using SQL scripts, select, insert and delete statements for 200+ employees and end users. Recorded all incoming support calls and emails and documentation into Salesforce CRM Project management for the… Show more Troubleshoot and resolved Stromberg Time and Attendance and network related software issues for 70+ assigned clients. Perform appropriate and timely investigation and problem solving. Produced technical documentation for customers and customer support. Troubleshoot database issue using SQL scripts, select, insert and delete statements for 200+ employees and end users. Recorded all incoming support calls and emails and documentation into Salesforce CRM Project management for the upgrade of clients software application; SQL database backups, scheduling (appointment setting), implementing, technical support, review hardware specifications, work with I.T. directors, SQL servers 2000 and 2005 to minimize costs and down time for client and increased revenue for the company Upgrade clients production database environment and test environment via virtual machines generated revenue by minimizing the use of company application specialists or implementation specialist who are able to focus on new client setup. Helped reduce extreme backlog of requested upgrades while working closely with Upgrade Specialist to increase communication flow and scheduling response time. Show less
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Technical Consultant
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Jul 2007 - Apr 2008
Responsible for tracking the supply chain of fuel for retailers Performed SQL queries using T-SQL to compare data against contrasting systems. Performed SQL queries for production/mapping on 100s of Excel spread sheets to find inconsistencies and problems. Integrated with customers finance systems and provided reporting analysis on database consistency. Responsible for tracking the supply chain of fuel for retailers Performed SQL queries using T-SQL to compare data against contrasting systems. Performed SQL queries for production/mapping on 100s of Excel spread sheets to find inconsistencies and problems. Integrated with customers finance systems and provided reporting analysis on database consistency.
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Customer Care Manager
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Jun 2006 - Jun 2007
Provide daily support to customers assigned documenting technical issues and enhancement request in a written and detailed format. Responsible for overall management of approx. 20 - 25 service contracts. Analyze uptime and quality in trends in order to provide for the highest utilization at the lowest costs. Work to effectively resolve issues by involving key decision makers to achieve results. Collaborated effectively with various internal business groups (CSM's, Sales… Show more Provide daily support to customers assigned documenting technical issues and enhancement request in a written and detailed format. Responsible for overall management of approx. 20 - 25 service contracts. Analyze uptime and quality in trends in order to provide for the highest utilization at the lowest costs. Work to effectively resolve issues by involving key decision makers to achieve results. Collaborated effectively with various internal business groups (CSM's, Sales, Development, Call Center Managers, Project Manager, etc.) Maintained, support and analyze IVR and Live Agent applications for the system. Created monthly and quarterly metric analysis for customer completion rates and volume sent to 3PV. Provided customer training on the navigation and use of Client Web applications and reports. Coordinate with Project Management and communicated with client on new application implementation or existing application enhancement implementation. Recorded all incoming support issues, emails and documentation into Salesforce CRM Show less Provide daily support to customers assigned documenting technical issues and enhancement request in a written and detailed format. Responsible for overall management of approx. 20 - 25 service contracts. Analyze uptime and quality in trends in order to provide for the highest utilization at the lowest costs. Work to effectively resolve issues by involving key decision makers to achieve results. Collaborated effectively with various internal business groups (CSM's, Sales… Show more Provide daily support to customers assigned documenting technical issues and enhancement request in a written and detailed format. Responsible for overall management of approx. 20 - 25 service contracts. Analyze uptime and quality in trends in order to provide for the highest utilization at the lowest costs. Work to effectively resolve issues by involving key decision makers to achieve results. Collaborated effectively with various internal business groups (CSM's, Sales, Development, Call Center Managers, Project Manager, etc.) Maintained, support and analyze IVR and Live Agent applications for the system. Created monthly and quarterly metric analysis for customer completion rates and volume sent to 3PV. Provided customer training on the navigation and use of Client Web applications and reports. Coordinate with Project Management and communicated with client on new application implementation or existing application enhancement implementation. Recorded all incoming support issues, emails and documentation into Salesforce CRM Show less
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Support Engineer
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Nov 1998 - Mar 2006
Researched and documented technical issues in a written and detailed format. Effectively handled mission critical and escalated issues independently and with other members within Technical Support to ensure complete and timely resolutions. Supported Fortune 500 companies. Successfully created and taught curriculum on Oracle features - Spatial, Partitioning, SQL*Loader. Resolved technical issues through installing Oracle and executing difficult and extensive test… Show more Researched and documented technical issues in a written and detailed format. Effectively handled mission critical and escalated issues independently and with other members within Technical Support to ensure complete and timely resolutions. Supported Fortune 500 companies. Successfully created and taught curriculum on Oracle features - Spatial, Partitioning, SQL*Loader. Resolved technical issues through installing Oracle and executing difficult and extensive test cases. Worked on specific project assignments, which included such things as process/tools improvement, Global Transfer Coordinator, backlog reduction, mentoring new hires, etc. Successfully solved Real Application Cluster (RAC) issues with customers bringing their production systems up and running inside the Service Level Agreement preventing loss of resource, time, and money. Worked closely with oracle users and was on-call for support during critical system-processing period (i.e., new modules implementation or upgrade, and Oracle related Severity One issues). Managed Oracle's Technical Assistant Request (TARs) via the Oracle Metal Link website, Email, and Collaboration Suite. Assisted with ERP table space, roles and privileges issues on the backend. Utilized excellent verbal and written communication skills to provide status updates and solutions pertaining to Service Requests (SR) and/or assigned tasks. Provided support for Oracle versions 7.3.x, 8.0.x, 8.1.x, 9.2.x, 10g Show less Researched and documented technical issues in a written and detailed format. Effectively handled mission critical and escalated issues independently and with other members within Technical Support to ensure complete and timely resolutions. Supported Fortune 500 companies. Successfully created and taught curriculum on Oracle features - Spatial, Partitioning, SQL*Loader. Resolved technical issues through installing Oracle and executing difficult and extensive test… Show more Researched and documented technical issues in a written and detailed format. Effectively handled mission critical and escalated issues independently and with other members within Technical Support to ensure complete and timely resolutions. Supported Fortune 500 companies. Successfully created and taught curriculum on Oracle features - Spatial, Partitioning, SQL*Loader. Resolved technical issues through installing Oracle and executing difficult and extensive test cases. Worked on specific project assignments, which included such things as process/tools improvement, Global Transfer Coordinator, backlog reduction, mentoring new hires, etc. Successfully solved Real Application Cluster (RAC) issues with customers bringing their production systems up and running inside the Service Level Agreement preventing loss of resource, time, and money. Worked closely with oracle users and was on-call for support during critical system-processing period (i.e., new modules implementation or upgrade, and Oracle related Severity One issues). Managed Oracle's Technical Assistant Request (TARs) via the Oracle Metal Link website, Email, and Collaboration Suite. Assisted with ERP table space, roles and privileges issues on the backend. Utilized excellent verbal and written communication skills to provide status updates and solutions pertaining to Service Requests (SR) and/or assigned tasks. Provided support for Oracle versions 7.3.x, 8.0.x, 8.1.x, 9.2.x, 10g Show less
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Operations Specialist Petty Officer 2nd Class
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Sep 1983 - Aug 1987
Operations Specialists aboard U.S. Navy combat vessel worked in the Combat Information Center (CIC) aka: Combat, the tactical "nerve center" of the ship. Using a wide variety of assets available for the organized collection, processing, display, competent evaluation and rapid dissemination of pertinent tactical combat information to command and control stations, upon which sound tactical decisions may be made. Maintained Combat Information Center (CIC) displays of strategic and tactical… Show more Operations Specialists aboard U.S. Navy combat vessel worked in the Combat Information Center (CIC) aka: Combat, the tactical "nerve center" of the ship. Using a wide variety of assets available for the organized collection, processing, display, competent evaluation and rapid dissemination of pertinent tactical combat information to command and control stations, upon which sound tactical decisions may be made. Maintained Combat Information Center (CIC) displays of strategic and tactical information, including various plotting boards and tables depicting position and movement of submarines, ships and aircraft as well as tote boards containing data relevant to the tactical picture. Operated surveillance, tracking and height-finding radars, Identification Friend or Foe (IFF) equipment, HF, VHF and UHF radios, Tactical Data Link (TADIL-A/Link 11, TADIL-J/Link 16, etc.) systems and displays, and computerized consoles and peripheral equipment that allowed interface with the Aegis Combat System. Operated encrypted and non-encrypted long and short range radiotelephone equipment as well as intraship communication systems. Show less Operations Specialists aboard U.S. Navy combat vessel worked in the Combat Information Center (CIC) aka: Combat, the tactical "nerve center" of the ship. Using a wide variety of assets available for the organized collection, processing, display, competent evaluation and rapid dissemination of pertinent tactical combat information to command and control stations, upon which sound tactical decisions may be made. Maintained Combat Information Center (CIC) displays of strategic and tactical… Show more Operations Specialists aboard U.S. Navy combat vessel worked in the Combat Information Center (CIC) aka: Combat, the tactical "nerve center" of the ship. Using a wide variety of assets available for the organized collection, processing, display, competent evaluation and rapid dissemination of pertinent tactical combat information to command and control stations, upon which sound tactical decisions may be made. Maintained Combat Information Center (CIC) displays of strategic and tactical information, including various plotting boards and tables depicting position and movement of submarines, ships and aircraft as well as tote boards containing data relevant to the tactical picture. Operated surveillance, tracking and height-finding radars, Identification Friend or Foe (IFF) equipment, HF, VHF and UHF radios, Tactical Data Link (TADIL-A/Link 11, TADIL-J/Link 16, etc.) systems and displays, and computerized consoles and peripheral equipment that allowed interface with the Aegis Combat System. Operated encrypted and non-encrypted long and short range radiotelephone equipment as well as intraship communication systems. Show less
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Education
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University of Phoenix
Information Technology