Felicia Cooper Email & Phone Number

Cary, North Carolina, United States

Provide Product Support / Developer Support using SQL (SSMS), SSRS, PuTTY, FTP, WinSCP, Splunk, BitBucket, HTML, Postman, Salesforce, JIRA, Confluence, Workflows, Logs, and other support tools.Manage cases using CRM (ServiceNow and Salesforce).Work closely with IT, Engineering team to resolve support issues.Perform Daily, Weekly, Monthly billing. Complete Netsuite sync and create billing invoices.Analyze Data, create reports and make sure data is loaded in the system by monitoring system alerts.Modify / Correct invalid data that is not loaded into the system.

Durham, North Carolina, United States

Ensured initial responses and acknowledgements to customers within 1 – 3 hours, whereas the SLA is 24 hours. Case closure of 2-4 days and within 7 days of escalated cases.CSAT of 98 plus %Ability to work as a team of 1 for extended period when unforeseen circumstances arise plus stay positive and exceed SLA’s.

Raleigh, Nc

Kept Customers informed of progress during issue and made follow-up calls or communication in a timely manner. Provided remote technical support to clients.Supported REST, SOAP, API, SSMS, AutoCAD, and Application Support.Performed Credentialing.

Durham , Nc

Started as Technical Support Level I, promoted to Implementation Specialist and then also took on role of Technical Support Level II.Maintained metric driven SFDC ticketing queue, solved 50% of cases escalated to Level II.Handled all cases that required Level II analyst to working with clients to re-engineer their original workflow to meet their business needs. Performed Root cause Analysis for cases that have reoccurring issues. Analyzed clients’ business requirement and technology/workflow objectives. Conducted periodic status check with client and team to assess progress. Contributed technical expertise necessary to define customer application and custom design. Arranged and performed Integration and Implementation tasks to insure most efficient and productive use of resources. Completed all system configuration, data loading and data migration worked with the clients’ IT to ensure all required OS/System changes is made.Provided technical support and training reinforcement for various size hospitals and private cardiology facilities.Performed triage, troubleshooting, documentation, and escalation of report issues. Escalating necessary issues to Level II to Engineering. Troubleshooting auto-reconciliation of studies through matching orders and ensures the matching trigger actions took place according to the messaging rules.

Assistance clinical staff with questions and issues using Proprietary Software.Remote into requestor’s computer to resolve issues or to provide instructions.Supported Third Party Software and Proprietary Software.

Provided support of computing issues in a Call Center environment.Provided support as a Contractor for a GSK.Track problems and resolutions using Remedy tracking system.Utilizing system tools in order to resolve issues in a timely and orderly fashion.Escalating any tickets/calls that are not resolved to a Team Lead Analyst.

Durham, North Carolina, United States

Provide scheduling support for Physicians and clinical staff on propriety software.

Amityville, New York, United States

Started as a Computer Operator. Promoted to Help Desk Operator in MIS department. Then, promoted to Trainer. Then, promoted to System Administrator. • Monitor system console.• Produce and distribute system and custom reports.• Backup data using Veritas backup program.• Assist end-users with problem resolution and training.• Assign Novell security access, Citrix security access, and required software security access.• Manage and instruct training classes in Microsoft Office, Citrix, and Desktop applications.• Monitor and manage Novell logins and licenses.• Migrate and create end-users in Citrix, Novell and Meditech.• Manage LAN / WAN / Client Network Computing in a Novell / Citrix environment to ensure24 x 7 access for end-users.• Administer backup systems, virus protection, and firewall systems to prevent data loss and downtime and IPL systems when needed.• Identify the need for, installs and test network operating system upgrades, patches and version changes.• Assist end-users with problem resolution and training.• Develop and maintain PC based database projects.• Responsible for hardware diagnostics and repairs on PC’s, printers, and network wiring.