Eric Dowdrick Email & Phone Number

Port Washington, Ny

Took oversight of the team and grew the team from four members to a team of thirteen. Worked with all levels of leadership (low level to top level) to alter and implement additional support processes and workflows. I was involved with creating onboarding processes for new team members to increase member readiness and self-sufficiency to reduce team member onboarding time. In this role I operate as a lead subject matter expert for all levels of management across all departments to handle critical customer and vendor complaints to resolution. I also had assumed technical support lead duties working directly with external users and vendors to resolve mission critical issues presented by Sandata's C Suite Executives.

Port Washington, Ny

Worked on a team of five to support six of Sandata's premier products. Within the first six months I worked to resolve over 2000 backlogged support items while continuing to manage current item escalations. As a Tier 3 Production Engineer I helped enhance client intake processes for both support and onboarding to decrease overall turn around times. Worked closely with Product and Engineering team members to implement tooling to allow for Tier 3 team members to assume more work to reduce escalation rate to Product and Engineering teams. These resulted in an overall escalation reduction of forty-percent.

Maumee, Ohio

Responsible for planning, preparation, roll-out, implementation and ongoing support of new home health software package. Handle conversions and consolidations of data from multiple software packages ( Home Care Home Base, nHome, Time Tracks, Carefacts, Visit Call Visit Schedule, and Generations). Obtaining data specs of current systems, identifying needed interfaces, preparing data imports, and conducting site surveys of all locations. Work directly with software vendor to identify and resolve both system and process issues.

Maumee, Ohio

Administration and setup of all computer and network systems. Training staff members, communication and coordination of purchases, implementation of new systems and processes, and troubleshooting. Coordinate consultant services for additional IT services. Maintained multiple cell phone accounts, as well as make purchases of new cellular equipment and accessories. Completed bi-monthly review of accounts and made changes to maximize cost savings. Traveled to all office locations across Ohio, Michigan, & Pennsylvania to setup computers and additional hardware as needed. Managed new user setup for Active Directory and other software packages, as well as maintaining security permissions for each user. Developed, implemented, and constantly tested both backup and disaster recovery plans.

Toledo, Ohio Area

Setup, deploy and maintain multiple servers to handle instances of Microsoft Exchange 2007, and Microsoft SQL 2005, 2008, and other various software packages.Creating backup processes, disaster recovery processes, and other security processes used at ProHealth Partners. Inc.. Maintaining network continuity for the business and staff. Research and deploy new processes to help make the company more efficient with the use of newer technologies. Data integrity checks to verify proper backups, and other information.Diagnose and repair issues with staff computers and networking equipment.Maintain inventory on all computer/network equipment, and spare parts for disaster recovery.Maintain appropriate documentation of maintenance logs, updates, and other network functions.Maintaining HIPAA compliance for electronic systems.