Cliffton Henderson Email & Phone Number

Saint Paul, Mn, Us

Greater Minneapolis-St. Paul Area

•Manage issues that are submitted through Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective resolution of issues including transaction return codes, transaction result sets, coordinating back-end support with all Surescripts Network Participants.•Operate Production & Certification/Staging information systems in support of core e-prescribing functions. Examples include managing & configuring system monitors, correcting server or application errors, revising system & solution documentation, software deployment & configuration, monitoring resource utilization for CPU, memory, storage, fax and network bandwidth.•Deploy tools and capabilities to participants to enable them to perform autonomous quality assurance on their e-prescribing software. Examples include Admin Console, the Participant Certification Interface (PCI), LINUX and Windows systems infrastructure and the Participant Management User Interface (PMUI).•Monitor and test fixes to ensure problems have been adequately resolved.•Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports. Make recommendations for system reconfigurations, improvements or enhancements•Support the Alliances, Payers & Customer Relations teams by running ad-hoc queries and other tasks as assigned.•Use of the Surescripts Salesforce CRM/issue tracking tool.•knowledge of the Surescripts Salesforce CRM/issue tracking tool set up and processes, the Surescripts infrastructure, transaction types, transaction processing solutions, file processing solutions, code deployment processes/ technologies and current implementation guides.•24/7 on-call rotating responsibility as point of contact for any production related issues.

United States

INFLUENCE WITH INFORMATIONMilitary Information Support Operations (MISO) missions involve sharing specific information to foreign audiences to influence the emotions, motives, reasoning, and behavior of foreign governments and citizens. This can include cyber warfare and advanced communication techniques across all forms of media.ADVISE GOVERNMENTSInteragency and government support missions shape and influence foreign decision making and behaviors in support of United States’ objectives.PROVIDE COMMUNICATIONS FOR RESCUE EFFORTSCivil Authorities Information Support (CAIS) missions aid civilian populations during disaster relief situations by sharing critical information to support the rescue effort.

Saint Louis Park, Minnesota

• Usage of provided tools for proficiency in the routing of high priority incidents.• Provide high quality documentation in all alerts and service calls to ensure prompt service resolution.• Working to advise on effective use of the ITIL process and current implementation to workgroups and business segments.• Acting as a knowledgebase for workgroups on process and procedures to guarantee appropriate assignment of incidents, work orders, changes, problems, and service requests.• Effectively communicating with the team and helpdesk call driving incidents to relieve impact.• Successfully working to restore high priority incidents as quickly as possible to minimize impact to the business.• Providing real time workforce management of 150+ employees.• Effectively making fact-based decisions quickly in a fast paced environment.• Retaining knowledge of learned procedures and skills as well as becoming a go-to for the entire team to assist in high priority situations.

Minneapolis, Minnesota

• Providing quality support to users by responding to end user inquiries and resolving problems associated with telecommunications networks, computer hardware and core business applications. • Identifying problem source and work with the internal telecommunications support and operations staff, application development and vendors to resolve problems. • Follows up with users to ensure problem resolution. • Develop and maintain documentation of all activities. • An understanding of the technical aspects of PC's, central server operations, telecommunications, networking and voice equipment.