o Develops and leads recommendations for ideas related to productivity improvement, cost reduction and improvement in customer satisfaction. o Leads the most complex technical interchange and knowledge transfer for processes, products, and application of products to customer’s workflow. o Develops and leads coding (interfaces), reviewing, preparation of test data, testing and debugging and implementing of solutions and their turn over to support teams and customer. Ensures that very complex solutions and workflow documentation is completed for all systems designed, modified and implemented. Supports the implemented solution. o Designs workflows, new processes, data flow and integrations within a customers 'systems and business practices. o Applies advanced skills to resolve complex problems not covered by existing procedures or practices independently. o Displays a high level of critical thinking in bringing successful resolution to high-impact, complex, and/or cross-functional problems. o Primary responsibility in direct support of all assigned customer sites during the Implementation and Support cycles and all required turnovers within those phases. o Design of customer specific solutions (RIS/PACS interfaces, backup strategies, etc.). o System Parameter Tuning and performance Optimization. o Support site Project Manager with technical expertise or hands-on engagements as needed. o Integration of Healthcare IT solutions into customer’s IT infrastructure. o Creates and manages execution of test plans for upgrades or new applications. o Works with in-house modality deployment groups and modality vendors to assist with modality connectivity including DICOM send, DICOM Modality Worklist, DICOM Performed Procedure Step, DICOM Query/Retrieve, and DICOM Print. o Investigate complex complaints and documented product defects as necessary

o Managed and provided technical leadership for the remote customer support teamo Investigated and wrote solutions for defects in collaboration with sustaining engineering.o Participated in new product development discussions and reviews as SME for reporting solutionso Collaborated in cross department task forces as an expert technical resource and team leader.o Investigated complex complaints and documented product defects as necessaryo Reported to executive leadership showing support metrics and providing input on business decisionso Created advanced T-SQL scripts to mitigate defects and issues between product releaseso Monitored direct reports performance and completed 6 month and yearly reviews.

o Document defects and record solutions in knowledgebase articles.o Provided advanced support for Tier-1 , field service, sales and implementation team. o SME for NNC Reporting, Navicare Nurse Call, Nurse Call Module and partner technologies.o Collaborated in cross department task forces as a technical resource.o Investigated and documented product defects for the sustaining engineering team.o Trail blazed the remote upgrade process to cut the average time per upgrade over 50%.o Created SQL scripts and tools to improve the performance of the product support team.

o Provided hardware and software support to customers for the NNC & NCM Systems.o Performed root cause analysis for critical issues which impacted patient safety.o Provided accurate and clear case notes to meet QA/RA Requirements.o Provided support to Hill-Rom Implementation and Field service engineers.o Published articles outlining new solutions and defects in the knowledge base.o Efficiently managed workload while supporting customer base of over 1500 customers.o Dispatched and supported field engineers to replace hardware or resolve field issues.o Create part order requests in the JDE Oracle based system.

o Provided hardware and software support to clinicians for the Syngo Dynamics product line.o Provided clear case notes for senior technical support engineers to continue investigationo Provided support to field engineers on site performing onsite work.o Created articles to record new solutions in knowledge baseo As Tier 2 support performed investigations and determined root cause for managemento Provided expedient and effective solution to resolve complex issues o Managed a high case volume effectively covering a wide range of technical issues.

o Designed and built two LAN’s for general records and accounting.o Installed software updates and updated antivirus definitions o Troubleshot software/hardware issues with computers and laptops.o Assisted in the account management with accounting officero Assisted in end sale of produce to the general public and wholesale customers.o Provided consulting services to affiliates on technical issues and general office management.o Worked with payroll department to audit labor records and minimize disruption to payrollo Demonstrated excellent communication, project management, and professional skills.

o Provided application support to Ericson employees using Windows 2000/ XP issues client computers.o Troubleshot client side network issues to restore connectivity.o Managed user accounts in active directory updating user permissions and group assignments o Troubleshot connectivity issues with networked hardware and shares. o Provided support recovering exchange mail and archive data file recoveryo Provided end user support for exchange email complaints and configurationo Averaged 45 calls per day completed in Remedy and HP proprietary ticketing system.