Sam Amedeo Email & Phone Number

Homewood, Il

• Acts as a technical resource collaborating directly with Project Managers to provide migration services for hospitals and clinics by facilitating the migration of DICOM objects between Picture Archive and Communications Systems (PACS).• Creates, tests, and implements ETL functions and scripts using PostgreSQL.• Performs SQL database queries to analyze and resolve issues slowing or stopping the migration process.• Creates custom queries which generate reports and listings to help Customers and Project Managers make decisions regarding the migration process.• Co-led a team tasked with building a support department from scratch tasked with supporting the release of future products.

• Facilitated communications between frontline technicians and the product development teams by reviewing Program Modification Requests (bug reports) with special regard to detail and accuracy, prior to forwarding those reports to the development team.• Resolved issues related to The Agency Manager (TAM), an insurance agency management application, which could not be resolved by frontline technicians.• Facilitated the release of several new product versions by coordinating a controlled release (beta testing) program. Created and executed QA test plans specific to each release.• Provided training for frontline technicians on features newly added to TAM by providing live classroom training and the creation of documentation for future reference.

University Park, Il

• Handled calls that ranged from basic “training\how-to requests” to in-depth troubleshooting and ensured that all calls were documented, in detail, from the initial point of contact to the final resolution of the reported issue.• Consistently met and exceeded goals specific to incident volume and resolution efficiency.• Consistently scored ‘very high’ on external QA checks and received several individual awards for customer satisfaction.• Mentored a new technician, providing training and guidance in the months following his two week on-boarding program, developed his troubleshooting skills well ahead of the expected schedule for new hires.