Samuel Pullan Email & Phone Number

Reno, Nv, Us

Baltimore, Maryland, Us

Protenus healthcare compliance analytics platform empowers health systems to monitor patient privacy and surveil drug diversion with artificial intelligence.With Protenus' Patient Privacy Monitoring and Drug Diversion Surveillance, compliance analytics provide healthcare leaders full insight into how health data is being used, and alerts privacy, pharmacy and compliance teams to inappropriate activity. Protenus helps our partner hospitals make decisions about how to better protect their data, their patients, and their institutions.The Tier 3 Technical Support Engineers collaborate internally with other members of the Technical Support team (Tier 1 and Tier 2) and with other customer-facing teams to develop a complete understanding of the issue at hand, and advocate for the customer to ensure an accurate and timely resolution. Tier 3 Technical Support Engineers are self-starters and owners, leveraging their knowledge of technical tools, our customers, and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and highly empathetic in their approach to our work. Tier 3 Technical Support Engineers are able to balance competing priorities, independently manage their workload, and are team players committed to Protenus's mission and goals.

San Francisco, California, Us

I was the T3 front line of client facing support. Exceptional problem-solving skills and a proven track record of resolving complex issues in a timely and efficient manner. I worked with technical and non-technical stakeholders internal and external to the company to ensure system issues were adequately and quickly addressed. Implemented company wide centralized logging of our SaaS product offerings and infrastructure servers so we as a company could drive more efficient issue resolution with better visibility. Additionally provided our clients technical stakeholders with guidance on how to make configuration changes to drive their risk management workflows more efficiently. Monitored and maintained applications to ensure high availability and performance.• Developed, implemented, and drove technical support strategies and initiatives• Created, implemented, and maintained internal processes that can adapt to the changing business and platform-related requirements• Coached a team of highly efficient and customer-centric technical specialists peers• Owned our support processes including maintaining and implementing support technologies• Actively participated in product design and technical reviews to provide product support and implementation feedback• Developed service and support guides, reduced service response times, and improved customer satisfaction.• Collaborated with Product, Sales, QA, and Engineering teams to develop materials and resources to set new customers up for success and drive adoption and engagement• Advocated as a customer champion who applied client-first direction at all levels of the company and provided insights to Product, Engineering, Sales, and various other business units based on service interactions• Communicated with Aravo clients as a coach and stakeholder in their success

Houston, Texas, Us

I was the Principal Application Support Engineer for the organization in this role. I was responsible for handling all application support escalations from the service desk. In addition I contributed to the organizations Agile development methodology by being involved in full scope and manual regression testing of future internally developed application releases as well as attending planning and CAB meetings as a key stakeholder. I would also identify opportunites for automation via powershell or batch scripting to increase efficiency in future resolutions, document known resolutions to provide the helpdesk to decrease future escalation needs, and acted as internal Subject Matter Expert for all internally developed applications as well as vendor provided field applications.

Jacksonville, Fl, Us

In this role I was responsible for addressing, resolving, or escalating internal and external client issues that include connectivity (FTP, HTTP, MSMQ, SOAP and REST API integrations), outages, and application troubleshooting, per SLA specifications. I also mentored a support team and assisted with rolling out team training. I also contributed to a software modernization initiative where I established business needs, advocated for requirements on behalf of the support team, and performed system testing. I regularly serve as internal SME on account administration, UCDP process workflow, integration, and XML, and I write ad-hoc T-SQL queries for issue analysis and reporting needs.I was initially hired as a consultant and was converted to permanent hire after six months, and I've received one subsequent promotion.

Eagan, Mn, Us

At Dell ProSupport I addressed and resolved client issues in an inbound call center within company SLA, providing case management of up to 40 concurrent client issues while handling up to 30 new client contacts per day. I served as primary point of contact for issue triage, troubleshooting and resolution of premier level business clients. I troubleshot RAID 0 and 1 arrays, hardware, OEM and corporate OS images, printers, docking stations, and networking, and updated information in ticketing databases to keep records of all client contact, troubleshooting, and remediation steps.