Mark Malone Email & Phone Number

United States

Alpharetta, Georgia, United States

• Analyst for hosted Enterprise Content Management (ECM) solutions, accessed in the cloud by clients across North America and running on a variety of Windows and Linux machines in OpenText’s proprietary cloud as well as.
• Resolve reported issues for cloud-based users of OpenText Content Server and integrated applications, working closely with Product Support, Engineering, and Service Delivery teams to ensure timely resolution.
• Collaborate with CloudOps and Network teams via Jira for issues related to infrastructure.
• Proactively address issues triggered via automated monitoring alerts from New Relic and Zabbix to prevent system interruption or downtime, and plan for future mitigation of recurrence.
• Rapidly ramp up on newly-integrated products and technologies (Kubernetes), often requiring research and troubleshooting on the fly.
• Adhere to strict SLAs for critical Production incidents and provide RCA.

Alpharetta, GA

• Analyst and Site Reliability Engineer (SRE) for web-hosted Payroll, Time, and Benefits applications in an Agile business environment. Assignment as SRE to DevOps team with single-product focus (HWSE-benefits). Utilized.
• Worked assigned User Stories during each 3-week sprint, focusing on areas that maximized application stability and minimized operational toil (task automation, alert/monitor authoring, documentation.
• Met stringent SLAs in ensuring client application processes within host farms were operational and healthy; acted to avoid/minimize application interruption.
• Researched and investigated issues using multiple methods, including: ICP/Kubernetes, direct Linux system access, Splunk, CASD case tracking, Confluence, monitoring/alerting tools such as Netcool, Wily, BPM Edge.
• Coordinated and scheduled system-impacting client activities such as database refreshes and patch installations, following approved Change Order protocol.

Suwanee, Georgia

• Integration/Implementation/Upgrades/Support Consultant for Covenant Health (Knoxville TN), a multi-facility hospital system utilizing McKesson products.
• Performed as a primary tech lead/SME during CPOE implementations at eight Covenant facilities over a four-year period.
• Designed and implemented HL7 integration solution for 3rd-party Meds system (HCS) to interface seamlessly with CPOE, eliminating the need for physicians to enter home medications into multiple applications.
• Delivered hundreds of reporting and automation solutions via Oracle SQL and Unix shell scripting to departments across all facilities; examples include: --- Daily automated parsing of CPOE keystroke logs to track.
• Created process to validate vaccination charges across disparate systems; if charges missing or made in error, generate debit/credit transaction and send outbound via HL7.
• Provided solution for Pharmacy turnaround-time assessment, utilizing CPOE-ordered med time to Pharmacy verification time as received across interface.

Westminster Colorado

• Led team of a dozen analysts providing support to Horizon Clinicals Infrastructure/Reports client base. Focus on aligning training for team on newly-released products and concepts. Managed escalations, on-call duties.
• Recipient of the ‘Pillar of Support’ award for ARRA-related activities, and the ‘Manager Inspire’ award for achievements in team backlog reduction.

Westminster Colorado

• Active on the Support Upgrade Transition team as HOM/HEO SME, preparing 10.1 sites for transition to full Support after upgrade
• Ongoing cross-departmental collaboration via HOM/HEO CCB—providing Support input into CR’s (hotfixes, defects, enhancements) that clients need most.
• ER10.3 release readiness activities including Release Notes and Supportability CR reviews, and participation in 10.3 pre-training provided by Development.
• Frequent, reliable point of escalation across teams; strong relationships with Services, Development, and others (HMM, AdminRx, Interface), bringing focus to issue resolution.
• Creation/maintenance of tools/processes for use by the Orders Team: heoAdm (HEO admin tool which is installed across client base); Orders Sharepoint site (central documentation repository).
• Contributor to Supportability Focus via Cause Analysis of Support issues; culminated in Opportunity Analysis for HEO provided to upper management.

Louisville Colorado

• Active in Support process and strategy from the early days of HEO and Closed Loop.
• Strong mentoring role, providing guidance to both new hires and tenured employees on the team.
• Significant case-closure contributions.

Louisville Colorado

• Provided support of HOM (Horizon Order Management) application; 500+ case-closures during this period; frequent point of escalation for HOM Support issues; active mentor for new hires.
• Volunteered to act as lead Support representative for newly-released HEO product.
• Two years of successful participation in SCP Certification process within Support.
• Completion of Customer Certification class and SSPA Certification while at McKesson.

Broomfield Colorado

Mscit, Ms Computer Information Technology (Partial)

Certificate In Networking Support

Dma (Partial)

Mm

Bm