Frank Larkin Email and Phone Number

The Senior Business Systems Support Analyst position requires close contact with users to ensure that needs are being met in the best possible manner. This position reports to the manager of the Business Systems Team. While a non-clinical position, having a strong grounding in the terminology of the healthcare industry is helpful.Responsibilities:o Administration of multiple Salesforce production environments.o CRM database migration from acquired companies into the NantHealth Salesforce production instance.o Salesforce development and Salesforce issue resolution.o Salesforce training for users.o Salesforce Communities administration.o Data import, migration and mass changes in Salesforce.o Liaison with outside contractors.o QA of functionality created by others.o Prioritization of projects.o Requirements gathering.o Report building.

The Client Support Application Technical Lead is a key member of the Client Services team reporting to the Director of Client Services. The purpose of this position is to successfully work with technical architects and infrastructure specialists to resolve reported technical incidents. The Client Support Application Technical Lead must be results-driven, organized, and effective at communicating, have excellent troubleshooting skills, and be able to assess incident prioritization while working on multiple issues. This is a non-clinical position but having a strong grounding in clinical terminology and processes is helpful.Responsibilities:o Work with technical architects and infrastructure specialists to resolve complex technical incidents. o Respond to reported incidents following a defined support process.o Lead technical configuration and coding for incident management tool (Salesforce).o Identify, research, and resolve customer issues using customer service software applications.o Assess priority of reported customer incidents and escalate to appropriate team.o Provide regular status updates on customer inquiries not immediately resolved.o Create and maintain knowledge base material, support tip sheets, and user guides.o Provide analysis of the supporting application and promote continuous quality improvement in all areas.o Present a professional image at all times to customers and vendors.o Provide regular status updates to ensure Service Level Agreements (SLA) targets are being met.o Work collaboratively with other service delivery areas to provide clients with a superior experience and ensure commitments made to the client are handled appropriately. o Ability to work flexible hours providing support coverage.

• Solve customer reported issues within NextGen’s suite of software.• Identify software defects for submission to developers.• Provide 24x7 user support.• Clearly document all support tickets and their resolutions.• Recommend articles for publishing in the customer knowledge base.• Maintain an average ticket resolution time of two days or less. • Assist and mentor less experienced team members as needed.

Worked as a member of a team of analysts devoted to supporting modifications and enhancements for Industri-Matematik's order management system. Provided functional and technical help to customers in many areas of the product ranging from the EDI messaging engine, to the customer, product and warehouse applications, to integrating the product with the client’s legacy software systems. Development is primarily done using C, Trim and SQL on an Oracle database. Emphasis was placed on forging strong relationships with customers through quality work and customer satisfaction. Working in this group has provided me the opportunity to learn a wide range of skills including coding, problem solving and client care.Responsibilities:o Analyze and resolve support issues reported by clients by way of coding, data fixes or providing correct functional procedures.o Generating functional and technical specifications for modifications and enhancements.o Coding and unit testing modifications and enhancements from specifications.o Packaging and delivery of code to a client.o Providing onsite support as needed. o Member of the 24x7 support team.o Also utilized when the work load demanded it as a QA tester.

Employed as the lead technician on a team dedicated to the manufacturing of high precision optical components. Responsibilities:o Design and documentation of new production methods. o Training and evaluating optical technicians. o Responsible for multiple production projects assigned to the team.o Development of prototypes of optical components.