Carol Erickson Email & Phone Number

Portland, Or, Us

Transaction Data Systems, Orlando, FL Dec 2, 2013 – PresentCentral Site Pharmacy System – Tier III Support/Install/Project Manager• Provide Tier III level support to 150+ customers relating to all aspects of the multi-pharmacy chains including pharmacy software, Linux server, and Oracle Database• Define, outline, prioritize, and schedule the process of multi-pharmacy installs (Central Site).• Add new pharmacy stores to existing multi-pharmacy chains.• Test new pharmacy software builds - specifically how it will affect multi-pharmacy environments.• Upgrade and migrate servers including Oracle Databases.• Train customers on the multi-pharmacy (Central Site) system.

Austin, Texas, Us

Oracle Corporation, Orlando, FL 12/1997 – 09/2013Software Support Engineer IC4 / Proactive Support in the Health Sciences, Clinicals, Healthcare, CRM, and Accounts Payable areas of Oracle • Provided technical support to customers • Diffused critical situations in a positive manner, set customer expectations, then provided action plans. • Completed the intensive java development and html training required to support Healthcare since there is no application. Customers needed assistance in creating their own application. • Performed Manager duties for escalated issues. Weekend on-call Manager for escalations. • Created/Presented Webcasts to customers. Also assisted in many team member Webcasts. • Created/Presented training to customers, internal employees, and to employees of an acquired company. • Performed Root Cause Analysis to discover why customers are logging issues and what we can do to get answers to them before they become Service Requests. • Won the 'Top Contributor” award in 2012 • Created a bi-monthly Newsletter to customers regarding Health Science products • Ran weekly meetings between support and developers for technical assistance.