Nicolas Greenlee, Msitm, Capm Email & Phone Number

Kansas City, Missouri Area

· Manage and mentor a tier II/III team of associates (local and distributed) as Lead SME for 20+ Revenue Cycle/integrated web services and analyzing incoming support volume by state/region to optimize turnaround times and associate work queue volumes/backlog while adhering to relevant KPIs/SLAs.· Cross-functionally engage, analyze, strategize, and collaborate with various Cerner Support groups, technical analysts, product owners, engineers, IP/dev resources, sales/consulting teams and… Show more · Manage and mentor a tier II/III team of associates (local and distributed) as Lead SME for 20+ Revenue Cycle/integrated web services and analyzing incoming support volume by state/region to optimize turnaround times and associate work queue volumes/backlog while adhering to relevant KPIs/SLAs.· Cross-functionally engage, analyze, strategize, and collaborate with various Cerner Support groups, technical analysts, product owners, engineers, IP/dev resources, sales/consulting teams and non-Cerner third-party partners to resolve issues, integrate and optimize systems and services, identify knowledge gaps, detect software defects, and better align our support processes with the goal of enhancing, improving, and streamlining the client experience.· Drive countless escalated root cause investigations through to resolution.· Perform investigations in both frontend and backend applications by information-gathering, troubleshooting, shadowing user workflows, capturing/reviewing log files, querying tables, updating databases, code sets and scripts, and generating, reviewing, and analyzing large amounts of data.· Build out automated ops jobs and directories to integrate/implement new functionalities.· Lead working calls, training sessions, exploratory reviews and managing projects with all levels of stakeholders (internal/external, vendors and C-suite) across the broader Cerner landscape. Show less

Kansas City, Missouri Area

•7 years Healthcare IT/Computer Information Systems support with extensive troubleshooting experience. •Knowledge in Cerner Millennium, Active Directory, Novell, Citrix, Microsoft Windows and Microsoft Server technologies, Outlook technical and mobile applications support, VMWare technologies, shadowing tools, BMC Remedy software and third-party HRIS, Financial and EHR/EMR applications.•Analyzed data and identified trends/opportunities for problem management project, which increased… Show more •7 years Healthcare IT/Computer Information Systems support with extensive troubleshooting experience. •Knowledge in Cerner Millennium, Active Directory, Novell, Citrix, Microsoft Windows and Microsoft Server technologies, Outlook technical and mobile applications support, VMWare technologies, shadowing tools, BMC Remedy software and third-party HRIS, Financial and EHR/EMR applications.•Analyzed data and identified trends/opportunities for problem management project, which increased resolution rates at first contact by 10% or more for multiple clients.•Consistently one of the highest performing associates on the team with a first contact resolution rate regularly exceeding 60%.•Provided senior level input and leadership/training for new and junior associates.•Regularly created reports for clients to aggregate their support issues into “big picture” summaries. Show less

Master Of Science - Ms, Information Technology Management

Bachelor Of Arts - Ba, Christian Ministry

Studied Information Technology

Activities and Societies: Programming with Visual Basic, Database Programming