Michael Cooke Email & Phone Number

Houston, Texas, United States

• Provided tier 2 technical support via phone and email for Digisonics OB/GYN and Cardiology client and server applications to over 200+ hospitals and clinics around the U.S.
• Resolve tickets escalated by the tier 1 support and provide training to new remote employees.
• Served as SME for a variety of client and server applications including HL7 interfaces, IIS websites, Fax and DICOM applications.
• Used SSMS, Process monitor, Wireshark and other tools/logs to diagnose various interface, application, and environmental issues.

Houston, Texas, United States

• Work with customer IT and clinical staff to resolve application, interface, and environmental issues in a timely manner.
• Provide training to internal and external personnel as needed
• Test and log defects in the software packages.
• Troubleshoot issues with external interfaces such as PACS, EMR/RIS, modalities and other software that utilize the DICOM or HL7 standards.
• Configure and test upgrade of existing software or new modules for customers involving interfacing with clinical and technical resources from the client.
• Escalate issues to tier 2 technical support and the clinical applications support team.

The Woodlands, TX

• Provided extensive application support and training for enterprise level transportation software including accounting, dispatch and HR functionality.
• Assisted new customers with exporting data from their current and converting it so it could be imported into our software.
• Used SSMS to preform maintenance and run queries to research and solve issues.
• SQL Server DB migrations between clients and our cloud servers
• Worked with customers, ISPs, IT departments and third party IT companies to diagnose and resolve networking, scanning, printing and other technical issues.
• Some Quality Assurance testing

• Provided remote technical support for ERP software designed for small manufacturing firms.
• Assisted with client data migration from other systems, installations, upgrades, and general support.
• Completed a project simplifying client computer installation process from a multi-step procedure with multiple application installations and configurations to a single EXE installer using Microsoft WiX toolset..
• Received recognition for amount of tickets closed and customer satisfaction ratings at both quarterly meetings.

Houston, Texas Area

• Provided Tier 2 and Tier 3 level support for several custom software packages for Hospital admissions software, clinical form delivery websites, electronic faxing, and electronic medical records. Preformed.
• Created custom workflow solutions to assist customers in specialized document/workflow management situation.
• Managed various data flows ranging from database drops, HL7, Print stream, generic text files and XML sources.
• Made heavy use of PlanetPress Suite (a workflow management tool), SQL Server, IIS (configuration and administration), VBScript, HTML, light C# and various generic troubleshooting skills. All support was provided.

Contract providing both on-site and remote desktop, hardware and network support for Percento Technologies. Also provided cabling and network troubleshooting visits for 2 properties for the Lincoln Properties Group and supported Comletric with technical support for the Wachovia to Wells Fargo system installations.

Assisted customers sign up for their insurance benefits for the 2011 annual enrollment.Short term contract.

Provided all PC and network support. Set-up and ran cable for in office network, networked printers and set up NAS to allow for file sharing for the tax software program. Also placed and configured in-office security cameras and set up a DDNS with remote connection to allow tax preparers to work from home.

Ms, Information Technology Management

Activities and Societies: Association of Information Technology Professionals, SAP Users Group, American Marketing Association.

Bs, Business With A Concetration On Mis

Activities and Societies: Zeta Beta Tau, Association of Information Technology Professionals, SAP Users Group.