Robert Bowles Email & Phone Number

Greater Salt Lake City Area

Business System Analyst providing technical solutions and designs for the SelectHealth Operations Team. Delivering software and process improvement solutions in an Agile environment.• Lead design meetings with developers and architects. • Coordinate with business and technical stakeholders to gather requirements and document functional designs.• Work with architects and developers to create data models and document the data schema• Assist the Operations and QA teams in test case creation and execution• Document existing processes, analyze, and implement process improvements.

Software Release Manager for the Health Information Management IS team. • Coordinate with business and technical stakeholders to gather and document requirements for various projects• Manage the software release process for the Legal Electronic Medical Record System• Assist the Intermountain QA team in test case creation and execution• Coordinate development design meetings with Intermountain and 3rd party developers• Work with the application support team to implement and troubleshoot software in a production environment• Plan and execute implementation of HIM applications at various Intermountain facilities.

Trained and mentored frontline support teams, field support engineers, and consultants. Providedsecond and third level technical support for both Novell and open source technologies including iFolder,Apache, MySQL, J2EE Web Services, DNS, DHCP, and Linux Servers Acted as product interface between the software development team and technical support providing key input regarding customer requirements Improved online product documentation through troubleshooting active customer issues then testing and documenting results Duplicated customer issues in a controlled lab environment then planned and implemented solutions in a production setting Provided consultation, problem solving and advanced technical training to both internal and external customers on a variety of technologies Worked with a large government customer to integrate Novell products into their existing security infrastructure resulting in a successful software rollout Acted as a consultant in the planning and implementation of a document search and access control solution using both Novell and open source technologies Traveled to customer sites for assistance and resolution of critical problems Tested Beta products and field-test patches in preparation for public release

Provided specialized technical support for several Novell products including NFS, NetWare IP,DHCP, DNS, TCPIP routing and packet analysis Used effective troubleshooting skills to resolve customer issues Provided basic consulting services to customers seeking to integrate Novell products into new or existing networks; included setup and configuration recommendations, network design scenarios, and potential interoperability issues

Responsibilities included:Administered and supported various systems including: Servers: (NetWare, Unix, andWindows.)Maintained data communications between the corporate office and remote sitesManaged IT staff providing direction and planning for corporate infrastructure.Recruit, interview, hire, motivate and train the right people for available positionsCoordinate resources, prioritize and establish schedules to complete assignmentsPlan for hardware, software, tools, documentation and training needs of team membersLeadership Responsibilities include:Accurately assess and respond to organizational and departmental situationsPromote independence and appropriate risk takingContinually increase quality requirements and align work groups to meet organizational objectivesProvide recognition and acknowledgment for workDefine direction, provide planning and reduce chaosDevelop sense of trust and pride in team

Personnel Management Responsibilities include:Manage Customer Service Reps across multiple productsConduct thorough, accurate and timely performance plans and provide constructive feedback during the performance management processHelp employees define goals, career paths and criteria for advancement and developmentProject Management, Planning & Organization Responsibilities include: Facilitate and coordinate customer service soft skills training.Improve support center best practices by defining, documenting and enhancingexisting processesIdentify business needs and organize solutions utilizing corporate resources