Kathy G. Email and Phone Number

Championed the rapid resolution of clients’ software and hardware issues. Installed software remotely. Gathered requirements from clients to change and deploy forms. Communicated with customers and vendors via email and phone to resolve complex issues. Utilize technologies including; RDP, Dameware, Citirx, VNC and SecureLink to connect to clients and rapidly rectify issues. Shepherded the review of HL7 and codes to assist in the determination of root causes of complex issues. ▪ Analyze HL7 logs to identify root cause of client issues and plan corrective action.▪ Answer software utilization questions▪ Analyze Admit Discharge Transmit messages based on HL7 standards▪ Analysis of Windows event logs to determine root cause analysis▪ Optimized client satisfaction through close collaboration with internal teams; project, clinical, development and others. ▪ Support over 600 hospital facilities. ▪ Create backups to run updates and gather database information.▪ Perform software installation▪ Manage upgrade projects▪ Troubleshoot merging/order issues▪ Troubleshoot Business Intelligence based on Meaningful Use Stage 1 and 2▪ Ensure charge capture flow to destination▪ Troubleshoot transmission of EMPI to Business Intelligence▪ Troubleshoot performance issues with application and servers minimizing downtime

Maintained continual open communication with clients to quickly answer simply and complex technical questions. Resolved issues by running SQL scripts. Collaborated with peers to setup scanners, pocket PCs and portable data terminals. Maintained knowledge base articles. Led the testing and evaluation of new product releases. Identified root cause of issues through diligent review of software logs. Configured scanners, installed software and maximized the uptime of client systems. Communicated with vendors to help resolve complex issues via telephone and email. ▪ Ensured user account scripts were modified to adhere to clients’ network password policies.▪ Gained extensive knowledge of Footprints application to document all incoming technical support calls.▪ Connected remotely via Web-Ex to diagnose and rectify client issues.

TECHNICAL SUPPORT ENGINEERActed as help desk support for Taco Bueno, MRG and Brookshire’s restaurants. Responded to clients to assist with answering daily operation inquiries. Liaised with clients to teach them point of sale (POS) application operations. Tested and ensured connectivity between front of house and back of house to facilitate seamless restaurant operations. Utilized Meridian ticketing system to log calls. ▪ Delivered expert technical support to corporate and franchise restaurant owners and managers.▪ Instrumental in the creation of Crystal Reports.▪ Performed comprehensive troubleshooting to rapidly resolve issues with printers, terminal connectivity and DSL connections.