Charles Gann
Shelbyville,TN
Summary
Highly efficient Integration Engineer with over 10 years experience in healthcare and incident management integrations. Excellent communication skills with peers, end-users, and executives. Seeking a challenging role with the opportunity to enhance and learn new skills, and a culture that is welcoming.
Overview
15
15
years of professional experience
Work History
Tier 2 Support Analyst
Medhost
Fra, Indiana
06.2024 - Current
- Handled escalations for clinical software issues.
- Planned and taught classes for new products and onboarding.
- Wrote automation scripts using Python to integrate Salesforce, AS400, Jira, and password management
- Wrote automation scripts for upgrade validations
- Coached and mentored Frontline analysts to assist with career progression
Senior Support Analyst
Medhost
Franklin, Tennessee
07.2023 - 06.2024
- Provide support for clients over the phone, email, and chat integrations
- HL7, AS400, application support expert
- Train new and intermediate associates on various products/strategies
- Use Salesforce automation to streamline case work
- Work as a first-line escalation to filter escalated cases
Customer Success Engineer
Transposit
Remote
11.2022 - 05.2023
- Created API connections to all frequently-used applications within the tech industry
- Created custom actions through those API's based on most used pieces of the applications
- Created custom API actions based on customer needs
- Automated various tasks for internal and external customers through API calls using Python and JavaScript
- Participated in customer calls to offer the best solutions possible according to their individual needs
- Updated existing API connections using Python, JavaScript, and GitHub
Senior Integrations Engineer
PointClickCare (f.k.a. Collective Medical Technologies)
Remote
06.2022 - 11.2022
- Served as technical lead on all project types, and utilized to create standards for new build types
- Given charge of quarterly team goal for Mirth Standardization - Consolidating code templates and automating updates, separating configuration from code, rewriting inefficient code(JavaScript), and implementing use of global scripts and configuration map
- Tasked for multiple Python scripts for automating peer reviews, creating NAGIOS alerts, automating previous manual tasks for engineer builds, and performing various maintenance tasks within Mirth
- Chosen as the lead engineer for all health plan builds as they require immense amounts of data and are high value projects
Integrations Engineer
PointClickCare (f.k.a. Collective Medical Technologies)
Remote
08.2021 - 06.2022
- Designing and Implementing inbound and outbound interfaces for multiple products
- Writing custom programs and scripts for implementation and automation using Python, MySQL, and JavaScript
- Working with Mirth API and local API to automate tasks and pull information for complex projects
- Being trained for designing and implementing FHIR and CCDA interfaces
- Designing and implementing custom outbound ADT and MDM feeds tailored to customer needs
- Gathering data and writing usage case for hardware and software needs pertaining to paid Mirth license
- Serving as project lead on routine interface builds to train new hires
- Coded and implemented custom Python script to automate channel creation through API and custom filters/transformers based on client mappings spread across multiple databases
- Coded and implemented a custom Python program to automate peer feed reviews for approval to take customers into the production environment
- Coded several tools used to pull pertinent data for peer engineers from several places into one output
Hl7 Integrations Analyst
Medhost
Franklin, Tennessee
03.2019 - 08.2021
- Served as real-time 3rd tier escalation resource for all hl7 issues, including lab, rad, adt, mdm, and ccda issues
- Taught basic and intermediate classes for hl7 training
- Setup and helped troubleshoot hospital lab equipment and interfaces
- Wrote basic javascript transformers and filters using JavaScript in Mirth and Corepoint interfaces
- Ran advanced queries to pull data and troubleshoot interface-related issues
Clinical/Financial Support Team Lead
Medhost
Franklin, Tennessee
03.2017 - 03.2019
- Served as point of contact for escalations and sensitive issues
- Coached direct reports on maintaining metrics and career development
- Delegated tasks and duties as necessary to aid in department projects and individual career development
- Provided monthly 1x1 meetings with individual team members for coaching
- Delivered quarterly meetings to team to update on direction of the company
- Approved time entry of direct reports weekly
- Developed custom reports to aid in Team Lead duties
- Delivered crucial conversations to employees for corrective action
- Attended several Franklin Covey leadership courses
- Developed and implemented new process for onboarding new associates
- Reduced training time from 11 weeks to 7 weeks, saving department over 27k in first 6 months
- Received 2 Key Contributor awards from the company
Service Desk Technician
Medhost
Franklin, Tennessee
01.2016 - 03.2017
- Provided hardware and software support for local and remote users
- Worked with all departments to meet specific hardware and software needs
- Developed tools for team usage
- Recommended and implemented policy and practice changes to increase efficiency of team
- Coded updates for in-place tools
- Maintained good CSAT scores and consistently closed tickets in an efficient and timely manner
- Implemented and trained company employees for new software acquisition
- Created training and support documentation for team
Clinical Support Analyst
Medhost
Franklin, Tennessee
07.2014 - 01.2016
- Resolved 88% of 950 cases within 24 hours helping to raise department First Day Resolves to 75% goal in first year
- Coded HTML website and hosted on share drive to help department fill out templates for escalation with ease
- Provided education on Medhost applications to clients and peers via product manuals and self-created content
- Took on extra duties to help resolve cases that had been escalated to tier 2 team
- Successfully aided in training and coaching new employees
- Maintained 100% customer satisfaction on customer surveys
- Exceeded departmental goals within first 6 months of assuming the position
- Created SQL statements to help customers pull data for customized reporting
- Supported interface issues including AS400 interfaces and custom MIRTH engine issues
Satellite Communications / Network Manager
United States Army
Fort Campbell, Kentucky
06.2010 - 07.2014
- Implemented policy and procedure changes for helpdesk to manage over 16,000,000 dollars in assets
- Developed database to track all equipment owned by helpdesk
- Handled customer problems over the phone or remotely over the network
- Coached and counselled helpdesk personnel on career development
- Awarded Army Commendation Medal for managing LAN, helpdesk, and helpdesk personnel supporting battalion and company users through 9-month tour in Afghanistan
Education
Some College (No Degree) - Computer And Information Sciences
Lipscomb University
Nashville, TNSkills
- Creative problem-solving
- Automation
- Advanced API use
- HL7v3
- FHIR
- Python
- JavaScript
- Linux
- Complex SQL queries
- AS400
- Advanced Mirth use and interface architecture
- Attention to detail
- Communication
- Workflow automation
Timeline
Tier 2 Support Analyst
Medhost
06.2024 - Current
Senior Support Analyst
Medhost
07.2023 - 06.2024
Customer Success Engineer
Transposit
11.2022 - 05.2023
Senior Integrations Engineer
PointClickCare (f.k.a. Collective Medical Technologies)
06.2022 - 11.2022
Integrations Engineer
PointClickCare (f.k.a. Collective Medical Technologies)
08.2021 - 06.2022
Hl7 Integrations Analyst
Medhost
03.2019 - 08.2021
Clinical/Financial Support Team Lead
Medhost
03.2017 - 03.2019
Service Desk Technician
Medhost
01.2016 - 03.2017
Clinical Support Analyst
Medhost
07.2014 - 01.2016
Satellite Communications / Network Manager
United States Army
06.2010 - 07.2014
Some College (No Degree) - Computer And Information Sciences
Lipscomb University