Chris Simonson

In this role, in addition to my previous responsibilities, I have expanded my expertise to include an additional Gaming application, addressing a knowledge gap within the team. I delivered a knowledge share presentation on this to drive knowledge sharing and collaboration. I regularly troubleshoot multiple applications using Splunk for log analysis and Postman for API validation. I also regularly mentor and collaborate with peers, providing guidance on issue resolution. When required, I actively participate in bridge calls for P1/P2 incidents, coordinating efforts for swift resolution.

Supported an ETL process, Data Hub, between the Pro WFM timekeeping system and Google Cloud's data warehouse, BigQuery, ensuring accurate data integration. Utilized API troubleshooting tools like Postman and SQL for issue resolution, collaborated with engineering teams for bug tracking and resolution, and contributed to knowledge base documentation. Additionally, provided general product support for the Pro WFM timekeeping application as a flex skill.

As a Senior Support Specialist, I managed priority-one (P1) issues, including system outages and highly complex interface integration challenges. My responsibilities included mentoring Tier 1 and Tier 2 support agents, providing guidance on their cases, and addressing escalations that exceeded Tier 2 expertise or required advanced technical intervention. Additionally, my position was trained to execute both on-premises and cloud-based application upgrades and participate in an on-call rotation to ensure uninterrupted service availability.

As a Tier 2 Specialist, I opened and managed development tickets in JIRA, collaborating with developers to resolve bugs. I conducted advanced interface troubleshooting, including analyzing Mirth logs, SFTPs, VPN connections, and HL7 message types (ADT, SIU, ORU, ORM) to resolve data processing issues. Additionally, I applied server hotfixes and installed Windows services to support new client functionalities.

Learned and served as a super user for an IIS- and SQL-based Electronic Medical Records (EMR) system, supporting both on-premise and cloud clients. Managed and resolved support requests via Salesforce CRM, handling troubleshooting for prescription processing, faxing, and vital signs monitor integrations in addition to the application. Developed expertise in configuration and issue resolution to ensure seamless functionality for healthcare providers.