In my current role at PrimeRx as a Subject Matter Expert Level 3, I am responsible for:• Managing escalations from Upper Management regarding Enterprise pharmacy clients and large-scale pharmacies experiencing software issues. This includes identifying and analyzing bugs, and providing detailed reports to TechOps and development teams through Zoho CRM and Jira.• Addressing expert-level concerns such as database (MSSQL) optimization, tuning, and reindexing. I also diagnose and resolve reported software slowness, which may stem from network issues, database problems, hardware malfunctions, or Windows-related issues.• Leading technical meetings with directors and clients to resolve complex software and hardware issues.• Using DBCC consistency checks to address and fix data corruption in application databases.• Migrating servers, including the migration of databases to new servers.• Performing ETL (Extract, Transform, Load) processes, data profiling, and data quality clean-ups.• Implementing data replication techniques, such as transactional replication, to ensure data consistency and availability.

During my time at PrimeRx formerly Micro Merchant Systems, my key responsibilities have included:• Handling inbound customer calls as an L1 support agent, providing outbound callbacks and live chat assistance.• Troubleshooting and resolving queries related to various application modules such as PrimeRx, PrimePOS, PrimeESC, PrimeDelivery, PrimeComm, and Prime Inventory.• Diagnosing and resolving issues with non-MMS hardware, software, and networking.• Setting up workstations and coordinating with internal teams (Control, Label Design, EDI, Sales, TechOps, QA, Training, Server Swap, and Installation) to provide comprehensive support to customers.• Installing and troubleshooting hardware connectivity for report printers (Brother, HP, Kyocera, Lexmark, Canon, Konica, Epson) and thermal label printers (Zebra, POS-X, TDP TSC) for both networked and shared devices.• Setting up and resolving issues for scanners (USB and networked) from brands like HP, Canon, Fujitsu, Epson, and Brother.• Installing and troubleshooting barcode scanners, Verifone, and Ingenico signature pads.• Configuring Apple and Android devices for PrimeDelivery.• Documenting and updating issue tickets, managing escalations, and following up on resolutions.• Consistently performing in monthly agent rankings, receiving positive customer feedback and satisfaction ratings through quality assistance. • Eight times consecutive winner for productivity and support awards.

At Epaging, my responsibilities encompass managing partner companies' technical support, IT services, and development. I oversee a wide range of tasks within the realm of technical operations, ensuring smooth delivery of services and solutions.For PrimeRx (Pharmacy Management Company), one of Epaging's partner companies, which outsources its IT support, I play a dual role. I manage a local team of 15 professionals and work closely with them to address technical queries, hardware requirements, and network issues. In addition, I handle level 3 escalations assigned directly by the VP or directors of PrimeRx. These involve resolving complex technical issues for pharmacies, such as MSSQL optimization, query tuning, and generating custom reports through MSSQL. I also manage software support and handle various hardware concerns, including printers, scanners, signature pads, and mobile devices (iOS/Android).For another partner company Workflowoptimization, I serve as the Head of IT Support, focusing on communications with clients, primarily doctors (MDs), to address their healthcare-related software needs and optimize workflows. My role includes providing website development, SEO, and social media marketing (SMM) services. I also facilitate the acquisition and setup of new IT infrastructure, including IP VoIP phones with PABX 3CX systems, MyCloud devices, and network configurations. Additionally, I manage network troubleshooting and provide technical guidance. For workflow optimization, I lead a team of 10 people to ensure operational efficiency and client satisfaction.

https://epaging.net/

Manager of IT Services at WorkflowoptimizationAt Workflowoptimization, we specialize in providing comprehensive service solutions to doctors across the United States, from billing to front desk support. In my role, I manage a team of IT professionals to address various technology and development needs for healthcare practices. Key responsibilities include:• Managing IT infrastructure for doctor offices, including routers, switches, and firewalls, while providing direct support to MDs.• Leading website development projects, SEO, and social media marketing strategies to help practices attract new patients.• Overseeing MyCloudServices, ensuring seamless access to cloud-based files and systems.• Troubleshooting and supporting advanced hardware such as printers and scanners, as well as handling EMR integration.• Managing PABX phone systems (e.g., 3CX) and resolving any Windows-related technical issues.By delivering these services, I ensure that healthcare professionals can focus on patient care while we handle their IT and development needs.

https://www.workflowoptimization.us/

https://remotevms.com/