• I support three Philips applications (Outcome Manger, Data Manager & Data Governance) in Zendesk ticketing system for escalated reported issues by clients.• The Data Manager application is an interface application that is used to troubleshoot, find root cause of error, error analysis and provides an opportunity to work with the development team in the event there’s a legitimate system bug in which case I will create a ticket in the Jira system that’s used to track system bug fix issues.• The Data Governance application is used to configure and update data mapping to be successfully accepted in the end user application.• I create SQL queries to generate custom reports requested by clients from the end user outcome manager application.• RPM (Remote Patient Monitoring) Responsibilities - Administrative tasks to include bringing tablets online, assigning tablets to patients and secure lock tablets to the eCP(eCareCompanion) application on the tablets. Work with Account or Projection Manager to upgrade tablets to the latest version of the applications.• Creating custom database scripts to generate monthly ACRS reports and Ad hoc requests for customers to aid them in researching data related issue in the applications (outcome Manager, Data Manager & Data Governance)• Providing technical analysis and support to escalated issues on data elements that affect the home grown applications at Philips Wellcentive. • Building strong relationship with the Services and Development teams in seeking answers for questions they may have on any hot button issues.• Creating scripts in MYSQL databases to generate custom reports request from customers.• Working with several data interface types to include HL7, CCDA, X12 etc and maintaining data integrity.• Accessing and evaluating situations effectively to minimize negative impact to customers.• Working in a fast pace environment and working under pressure, I am calm in order to produce effective results.

• Provide technical support to three applications (Outcome Manager, Data Manager and Data Governance).• Building strong relationship with peers and working in collaboration with the Services/Development teams.• Maintaining/documenting assigned issues in Zendesk and JIRA. • Managing and maintaining client relationship through strong customer service.• On call support to provide after-hours support for Global customers.

Bottomline Technologies• Handle all 3rd level or escalated support cases• Train and mentor new employees/colleagues• Work with the services/ Development groups to resolve unique and challenging issues• Create and update solutions for the knowledge base for the support team• Assist the services team on implementing special billable project• Work with customers to resolve issues concerning both workstation and server environments• In efforts to resolve issue of data integrity, I am very proficient with data manipulation of Microsoft SQL server and MySQL servers• Install and configure workstations/servers for our application

Bottomline Technologies• Support all current production version of our healthcare products• Work with sales to implement some additional trigger services projects• Help train support level one technician and work with them to resolve complicated issues.• Work closely with the development team with issues concerning product defects and determining resolution in the form of patches or workarounds.

Bottomline Technologies• Implemented Quick Record and over 10 Medex projects.• Designed over 1000 Create!form forms or projects• Facilitated public and private training classes on Medex 2.1/Create!formSelected Achievements Worked with clients on additional services post implementation tasks to generate additional revenue. Help colleagues /support team members with application issues.