Chris Mesner Email & Phone Number

Ottawa, On, Ca

Wilmington, De, Us

I monitor data operations for our data engineering team. I ensure data availability to both our internal and external customer base, and lead our deployment/release management process. I create and utilize existing tools to oversee our reporting suite (Qlikview), and I suggest candidates for improvements and optimizations. I am spearheading our departments move to CI/CD (Jenkins) and automation. I help out where needed!• Monitored Data-Operations including data availability, delivery, and security for the Data Engineering & Reporting team. (PowerShell, SQL, Metabase, Jenkins)• Standardized and created the deployment and release management process for the reporting team resulting in fewer failed deployments and increased visibility to our business partners. (PowerShell, Jenkins, Project Management)• Lead the move to CI/CD & Automation for the Data Visualization team (PowerShell, Jenkins, Bitbucket, JIRA, GIT). • Created, tested, and documented system configuration changes for current and future reporting infrastructure (QlikView, QlikSense, OvalEdge, SIGMA, SQL, MYSQL).

Wilmington, De, Us

• Mentored and trained new hires to team • Created Source/Target data validation scripting between various data models • Lead QlikView Upgrade for External Production reporting environment • Standardized the Deployment process for the QlikView development team • Lead Data-Visualization teams to establish change-management and deployment process with an eye towards continuous integration

Wilmington, De, Us

• Kan-Ban Flow-Master / Scrum master for the Data Engineering & Reporting Team • Production support of reporting platforms including architecture and configuration • Work with data engineering teams to establish change management and deployment processes with an eye towards continuous integration • Data validation between various data sources• Quality Assurance of production level Qlik Applications

Wilmington, De, Us

• Act as a Subject Matter Expert for all of Phreesia’s product capabilities• Manage support delivery on reactive incidents provided by Client Success Manager• Engage with the Phreesia’s Implementation and Client Success teams to understand client goals and ensure quality of product configuration for clients• Provide an outstanding experience to clients by configuring product solutions that align with and support their business requirements• Leverage Phreesia’s product offerings in innovative ways to solve client challenges• Utilize Phreesia’s ticketing system and CRM to track and document results and communication• Maintain and grow an expert level of knowledge on a wide range of Phreesia solution use-cases• Engage with Phreesia’s Product Management team as a customer advocate in product roadmap discussions• Mentor and provide constructive feedback for new-hire Client Success Associate team.• Create innovative reporting initiatives for a cross section of Phreesia business units

Wilmington, De, Us

• Analyze customer data through reporting to refine and continuously improve customer collection performance, pad utilization and patient satisfaction• Build relationships with both existing and new customers to ensure continued use and adoption of the Phreesia platform within their organization. • Champion customer issues to ensure timely resolution within our organization• Perform gap analysis to identify workflow issues and consult on options to address concerns• First level support for assigned enterprise level customers regarding customer system integration, application configuration, as well as hardware and networking issues.• Guide implementation tasks including workflow analysis and redesign, application training, application build, go-live support, and post go-live optimization• Increase existing business by adding additional providers and locations to assigned practices. Improve usage by offering new tools to better drive practice collection of patient copays and balancesTechnologies Used: SQL, XML, HL7, Windows Server Family, Windows Desktop Family, SalesForce.com

South Plainfield, New Jersey, Us

03/2010 to -02/2012Support & Systems Engineer - ConnectSolutions Ottawa, Ontario• Troubleshooting FMS, CDN, and application issues for Adobe Connect, & ConnectSolutions Podium• Configuring Adobe Connect for Telephony, Universal Voice, & SSL• Work tirelessly to champion customer issues both internally and with 3rd parties• Mentor junior members of the Support Team in customer process, and server configuration• Assist the Quality Assurance team in rolling out new customer implementations• Debug log files, run SQL scripts and configure XML to identify and resolve customer issues• Assist the Project Management team with implementing change to process and workflow of the Support team• Log all customer issues in Salesforce, log application/code issues in JIRA• Improving and developing new workflow for support proceduresTechnologies Used: SQL, SSL, XML, JRUN, Mac OSX, Windows Server family, Windows desktop family, BSD, Salesforce.com

San Jose, Ca, Us

Assisting Adobe's Platinum and Gold customers with MS SQL server issues, integrating LDAP, SSL and Single Sign-on options within the Adobe Connect Product. Created knowledge base articles for 80% of tickets closed as well as acted as a mentor to new hires and level 1 agents. • Performance efficacy and superior statistics resulted in being selected to assist for the rollout of the new SAP CRM system that the North American Center of Excellence migrated to. • Identified application issues and created a suitable work-around for a major telecommunication client's mission critical roll-out.• Preserved threatened relationships with several of Adobe Resellers by resolving past issues and concerns. Consequently, I assumed the role of their first point of contact thus restoring their faith in the Adobe relationship.• Created several high traffic test environments for the World Wide Customer Care organization streamlining ticket resolution and customer satisfaction.Technologies Used: SQL, NTLM, LDAP, SSL, Microsoft Network Load Balancing, VMWare, XML,

- Provided technical training and installation services. - Used Stunnel, J-run, FMS, OpenSSL, MS SQL 2007, and Windows to create a secure web application server. - Instructed local IT staff on howto's, troubleshooting, and best practices.

Redwood City, Ca, Us

Assisted engineering in identifying root causes of customer issues. Was the escalation point for the Tier 1 team for product related bugs and customer service issues. Kept the support manager updated with all 'hot' issues on a daily basis. Considered the team expert for Unix, clustering, and single sign on issues. Maintained the support teams testing environments (Linux)• Developed and contributed to the suppository of FAQs that enabled and assisted all Halogen Support Organization to access and maintain the corporate knowledgebase in effect developed new technical skills in PHP and MySQL.• Created walkthroughs and install guides for customization resulting in documentation receipt with customized products and increased customer satisfaction • Recognized as a clear communicator and a professional with established boundaries was assigned as lead support and point of contact for high profile and Tier 1 customers thus customer satisfaction provided future sales and referencing to the corporation.• Volunteered to facilitate an upgrade with a high profile customer, with a history of difficult upgrades because of a unique server environment, by providing onsite support resulting in a successful upgrade ahead of scheduleTechnologies Used: Tomcat, J-Run, Websphere, Linux/Unix, SQL, Oracle, MYSQL, Apache Clustering, NTLM & LDAP Single Sign On, XML, Scripting

Redwood City, Ca, Us

Assisted engineering in identifying root causes of customer issues. Was the escalation point for the Tier 1 team for product related bugs and customer service issues. Kept the support manager updated with all 'hot' issues on a daily basis. Considered the team expert for Unix, clustering, and single sign on issues. Maintained the support teams testing environments (Linux)• Was asked to be the point of contact for high profile and Tier 1 customers• Created installation documentation for Gold release of the product resulting in reduced install time, reduced call volume and increased customer satisfaction • Assisted the Quality Engineering team with product testing of new product expediting releases and upgrades. • During a transitional period, built custom queries to extract and create weekly reports and provided the Executive with said reports until they found the management replacement. Technologies Used: Tomcat, Websphere, Linux/Unix, SQL, Lotus Domino, EXCEL, Crystal Reports

• Troubleshooting commercial customers regarding Internet connectivity, DNS/Domain issues, networking and E-mail.• Maintain a high Quality Assurance score • Maintaining a high Quality Assurance score • Maintaining a low Average Handle Time

Education record

Computer Systems & Networking