• Became first internal point of contact within the Integration team due to knowledge and responsiveness.• Assigned to work with challenging customers, resulting in requests for me on future implementations.• Facilitated standardization/documentation of multi-facility sites, allowing for faster support and reduced service costs.• Developed self-modifying SQL code to compare values in the database to messages that had been sent to other systems.• Analyzed and resolved support issues escalated from Tier 2 support group (including HL7 Interface configuration, Data Migration, Modality Worklist, and networking), resulting in higher customer satisfaction and improved relationships.• Managed smaller projects, where assignment of Project Manager was not cost effective.• Drafted and revised customer facing documentation for Sales, illustrating outbound message options supported.• Audited existing customers and created searchable internal database to provide Sales and Service examples of successful implementations on a wide range of variables.• Collaborated in both pre and post Sales meetings regarding Cardiovascular Integration and Data Migration.• Originated standardized Training for new CV Integration Engineers, reducing training time and improving quality.• Identified as internal SQL resource regarding queries, stored procedures, and database schema.

• Took over for the two people doing all GE Data Migrations in both the Central and Central Atlantic Zones, and improved both internal and customer satisfaction, resulting in multiple customers requesting additional Migration Services from GE.• Rewrote automated SQL/HTML reporting script to make customer readable, and PERL re-migration script to reduce physical accessing of Legacy Archive Library, as well as updating PACS Sybase DB to match Archive SQL DB.• Helped develop new process for migration of GE to GE PACS systems and standardized scripts to perform DB extraction, data validation, data normalization, and exception reporting.• Emphasized initial analysis final verification of exams, to avoid migrating exams not needed by the customer and confirmation of successful migration at the image level. Wrote SQL and Shell scripts to standardize.• Developed Phython script to parse and analyze HL7 Flat Files to allow them to be imported into SQL Server.• Engaged with Sales team on customer calls to perform technical scoping and quote estimates.

• Provided 2nd Tier remote technical support to both customer and GE Field Engineers for PACS, for Windows workstations, Solaris/LINUX backend servers, Windows Modality Worklist Brokers, and Archive Servers.• For multiple years, was one of top 3 in both number of customer calls taken and customer satisfaction survey results. • Stepped up to be group expert on AGFA PACS Broker and developed and delivered Basic and Advanced internal training.

• Commercialized and managed post-release support of the next generation PACS product. System is a Solaris/Oracle based Archival system paired with Solaris/PC Display stations. • Developed and implemented Trade Trial Projects. Created a MS Project plan, identifying qualified participants and resources, creating support plan, defining criteria to measure success of new releases, tracking Service deliverables for the release, authoring documentation, and reporting Trade Trial performance results.• Participated in multi-departmental project teams working to define Service Business Case and Service Business Plans, as well as Remote Serviceability Requirements. Identified and projected financial and resource requirements for new product releases. Supervised Beta release of new revisions as well as patch support including: installation, testing, documentation, training, bug reporting, and support.

• Managed the commercialization for the entire development life cycle of UNIX image archival products, while also providing Beta and post-release 3rd Tier support, including System Administration tasks for Solaris platform.• Refined service efforts to improve productivity as well as product reliability, by: - Reduced company costs by developing strategy and training technical support personal to perform updates remotely, eliminating travel requirement and associated expenditures. - Automated backup strategy to reduce risk and prevent data loss during the upgrades of customer sites. - Successfully reduced upgrade time by 50% as compared to previous versions. - Simplified upgrade script to eliminate requirement for advanced Field personnel engagement in performing upgrades. - Service call response time dramatically improved by design, development, and implementation of scripts, which enabled more succinct troubleshooting. Actively participated in design and development of scripts. - Service call analysis project resulted in 25% reduction in calls and service costs. Project involved attaining service call logs, compiling, categorizing, and reporting. The results identified target areas for improvements and were presented to Research and Development to enable them to better focus efforts.

• Developed PERL scripts to determine system performance from logs, leading to discovery of incorrect implementation of the product, at first major US site. • Acted as Technical Support Representative, and Installation Specialist for the United States. • Implemented and resolved customer issues. Provided remote telephone support for clients. • Supported back end UNIX and Linux products, PC client issues, and Oracle Database. • Delivered internal and external training for US operations.

• Took over ailing training class for image archival product on the UNIX platform. Instructor review average and student confidence levels more than doubled. • Created documentation for the first new Training Manual in over 3 years and 9 software revisions. • Working with Service, identified and corrected deficiencies in the training of Service Personnel bringing down support costs. • Implemented thorough testing of student’s knowledge before class completion. • Devoted two days of the course to teaching basics of UNIX and vi to allow movement through and manipulation of files in the UNIX environment. • Delivered training both internal employees and customers.

• Developed and helped code service tool to facilitate remote self-diagnostic and reporting program. • Participated in early stages of product development to insure serviceability. • Created crash recovery procedures, and technical bulletins for Service and Training. • Helped author Service Manual. • Provided 3rd tier support, and acted as a conduit for issues needing engineering attention.

• Performed 2nd Tier Support via phone for doctors and hospital staff, on Macintosh, PC and UNIX systems. • Conducted on-site installations, repairs and upgrades on Mac and UNIX systems across the United States and Europe.

• Repaired and upgraded, hardware and software on the complete line of Macintosh computers, Windows PC's, and printers. Also, performed troubleshooting via phone, for faculty and students.

• Helped to add and troubleshoot remote access accounts, documented procedures, and trained my replacements, before returning to college. Setup, configured, and fixed employee PCs and Macs.