About Me

Highly accomplished, multi-faceted, and collaborative Support Engineer & Customer Care Specialist.  Unique ability to immediately establish customer and team trust and rapport coupled with the distinct quality of assessing, decoding and solving problems in alignment with customers’ needs.  Successful track record of enhancing team performance productivity, meeting stringent deadlines and exceeding internal and external customer expectations.

PROFESSIONAL SUMMARY:
 

• Enhanced client product usage and functionality via Troubleshooting and resolving issues in hardware, software, networks, operating systems, servers, databases, workstations (physical, terminal and virtual), as well as user and process errors.

• Improved client experience by providing quality customer service and care, specializing in Health care and Healthcare IT.

• Increased team and client productivity by training individuals and team, along with Clinical (Physician Nurse, MA, etc.) staff and administrative (Receptionists, Billers, File clerks) members in new tools and roles in Electronic Health Systems.

• Refined environment functionality with experienced systems, network and database administration and support with focus in Windows based Servers Operating systems, VMware and Citrix/XEN Virtual environments, Citrix Metaframe/XENapp server, MS SQL, Oracle and MS Access databases, as well as installing and implementing these and other COTS software.

• Propelled project success attaining five years of experience in project management/coordination from assisting in projects to being responsible for teams in multiple department endeavors. 

• Proficient and experienced in helpdesk and first, second and third level support, translating business requirements to technical services and solutions, the workings of and functionality of relational databases, database architecture, database administration and support, network operations, network architecture, network security methodology, network infrastructure and support, troubleshooting and maintaining HL7 interfaces, report writing using Crystal Reports and Access.

• Contributed success using knowledge in HTML, SQL, MEL, and the basics of programming and logical decoding. 

AthenaHealth, Watertown, MA  May 2014 – Feb 2023

StoweGroup Consultant at GE Healthcare, then Full time at GE Healthcare that became Virence that merged with AthenaHealth.

-Healthcare Platform, Integration,  Technical Support Engineer
Enriched client experience and team performance as a member of a Primary Support addressing AthenaPractice, AthenaFlow, CPS and CEMR customer escalations, HL7 integrations with a primary focus on performance, continuity, resiliency and environmental conditions impacting delivery of care. Contributor to Knowledge Management project for internal and partner/customer facing articles, member of Oracle SME (subject matter expert) and Platform SME teams.  

CTG Health Solutions, Dallas, TX Jan 2013 – May 2014

-UAMS Application Administrator/Senior Support Analyst
Preserved user functionality improving experience by maintaining aged Centricity EMR Application and Database, addressing application configuration, interface error queue resolution, document and result triage desktop maintenance. Provided server support and application security. Addressed critical issues along with break fixes to maintain a 24/7 up-time. 

MaxIT Inc., Westfield, IN Jul 2010 – Dec 2012

-Maine Medical Center Logician Support, Application Analyst/System Analyst
Improved user experience by providing support for and maintaining 3 Logician Databases for three separate groups, part of the Main Medical Center EHR Enterprise, as well as providing 2nd and 3rd level support for Logician users supporting the Desktop, Citrix, and Windows Administration. 

MED3000, Pittsburgh, PA Feb 2006 – Dec 2007

-PHA EMR implementation, Project Manager/Implementation Specialist/Application Manager
Enhanced service support and implementation by standing in for the resigned EHR Director to manage and continue the implementation of Centricity EMR for 12 Pediatric Practices. Provided technical and application level consultation about EMR/EHR to medical practice’s staff and cooperated with key members of the IT and clinical leadership. Trained new members to the team in the usage and editing of the EMR product. Educated new staff and clinical members in application tools and processes. 

MSNYU, IBM, Manhattan, NY Mar 1998 – Dec 2005

Mount Sinai Hospital (Mar 1998 – Dec 2005)

IBM (Jun 2003 – Dec 2003)

NYU Medical Center (Jul 2001 – Jun 2003)

Between 1999 and 2001 Mount Sinai and NYU Merged to make MSNYU. In 2003 with IBM’s help they separated.
Technical Project Manager/Systems Analyst/Interface Manager/System and Application Administrator
Raised project excellence in user experience through hospitals merger and separation transitions by supporting Project management, maintenance and addressing performance, business continuity, supported applications in both the front and back end for Electronic Medical Records (Logician, IBEX, and Cerner), Electronic Patient Scheduling: (PHS, Cerner), Electronic Patient Insurance Verification (HDX), Databases (Sybase, Oracle, and ACCESS). Planned, transitioned, and trained counterparts after demerger. Prepared separation of enterprise application into two separate campuses. Developed progress and maintenance documentation. 

Education 

Western Governors University, graduated 2014

• Bachelor of Science: Business - Information Technology Management

St. John’s University, Attended 1991-1995

• Studied Finance, College of Business Administration