• Responsible for development-level troubleshooting, reproducing and documenting product defects• Working with developers and Product Owners to expedite critical defects• Communicating with various internal teams and to customers on resolution of these Medfusion Portal and NextGen PXP Portal defect issues• Monitoring and working escalated cases received from our support/implementation groups• Documenting solutions and product functionality to assist in speedy resolutions of customer issues• Training new team members on functionality of the product• Installation and Upgrade our products for testing purposes locally or via connection to various internal environments

* Responsible for meeting with specifically assigned large clients to manage and troubleshoot their high impact software development issues. * Act as an intermediary between our developers and these clients. * Manage client’s high level defects to resolution.* Manage incoming issues from level 2 support/client escalations/internal escalations that come to our development team* Work with development to troubleshoot, reproduce, test, and analyze product defects* Work with our client base to provide workarounds to product issues* Work on SQL data manipulation to resolve issues or to gather data to fix issues* Beta Liaison for new product releases* Document solutions or troubleshooting documentation for co-workers or other teams

•Responsible for several LCUG/Executive Level Escalated clients. Intermediary between developers and these clients. Manage client’s high level defects to resolution.•Obtain resources to escalate and resolve escalated client defects•Troubleshoot and test defects for various NextGen applications•Work directly with development resources on escalated client issues to expedite a fix or provide workarounds•Provide ancillary assistance for Rosetta, Interop, Patient Portal, and Mirth development escalated issues•Implementation/Installation of ancillary development patches/fixes•Participate as a Beta Liaison for clients in the NG Beta software program

• Responsible for HL7 and EHR Connect Project installs assigned utilizing HL7 and XDS.b standards• Installation of Rosetta, Rosetta Gateway, IIS, Certificates, Mirth, and other system level pre-requisites• Work with customers, 3rd party vendors/HIEs, and project managers to make sure project stays on task with installation, testing, training, and moving into production.• Troubleshoot and resolve technical issues during installation, including NG product, SQL, or Windows related issues

* Monitored escalated cases daily from 5 support groups to troubleshoot and document software product defects or provide resolution* Responsible for immediate response to priority 1 system down Intergy POMIS issues* Performed SQL queries to troubleshoot missing data issues with Practice Analytics reporting software affecting healthcare practices’ critical financial reporting and Meaningful Use government data deadlines.* Reinstalling SQL during failed product upgrades to avoid client down time with their Practice Analytics reporting.* Assisted with the deployment of product releases/hot fixes and other related solutions/utilities to restore critical product functionality or new features to healthcare practices* Documented 2 – 3 Knowledgebase Article Solutions/week for use by Level 2 support technicians and field engineers* Provided support to customer/user inquiries of concerns regarding current product issues via incoming telephone calls or written correspondence* Acted as a liaison between Level 2 support groups and hardware support groups and development to provide needed information to resolution of cases. In addition, provided training to these teams as needed.* Responsible for on-call production support monthly for medical practices that operate outside of normal working hours and weekends/holidays. POMIS and EMR downtime for physicians is very costly in patient care. Worked on failed product upgrades and database recovery issues.* Testing and documenting product defects for submission to the software development team. * Attended weekly meetings with developers to “scrub” bugs found and responsible for tracking resolution of these product defects and/or system performance problems. * Expertise in HL7, RIS, Document Delivery, Progress Database Recovery

* Responsible for troubleshooting/resolving level 2 Intergy support issues for Vitera’s ~3,000 physician practices* Database crash recovery (restoring database) and routine database maintenance (adding database extents, database backup, reconfiguring database tuning settings) resulting in overall decrease in customer downtime* After hours execution of database utilities for resolution of reported problems to improve overall customer satisfaction* Testing and reproducing product issues and reporting them to level 3/development support with proper documentation and logs. * Maintaining relationships with other internal support teams(i.e. hardware, clinical, HL7, Level 3) to assist our clients in resolution of product related issues* Cross training team members on various Intergy modules such as HL7, DDS, Faxpress, and operating system settings.* Responsible for being on call monthly for after hour support calls involving primary down systems or upgrade failures * Managing my personal queue of service requests, keeping clients updated, researching and finding solutions to software, hardware, and operating system problems.* Writing solutions to software problems for co-workers and clients to use as an aid to quicker resolutions.

* Responsible for managing 2 technical support technicians; monitoring goals, submitting/monitoring payroll timesheets, training new/existing technicians and assisting technicians with difficult calls. * Responsible for approximately 25 clients, including several large radiology practices, along with being a backup for approximately 120 of my team member’s clients. * Troubleshooting/supporting these clients with Medical Manager Software issues, other third party software, operating system/technical errors, and hardware related problems.* Speaking monthly at end user conference meetings.

* Troubleshooting and supporting Medical Manager Software, 3rd party software, operating system/technical errors, and hardware related problems for over 60 clients.* Speaking at monthly end user group meetings.

* Implementing, training, and supporting new and existing clients on the Medical Manager software across multiple platforms.* Responsible for managing and maintaining a working relationship with several clients at a given time to include the following duties; upgrading to the Y2K or current version of the software, installing additional modules, resolving outstanding software issues, and training on the full product. * Facilitating end user training classes in the office twice a month.