Donald Caswell
Independence,MO.
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Cerner
Lees Summit, MO
10.2018 - 06.2020
- Proactively monitor system and application alarms, investigate, analyze, resolve or escalate alarms and service requests
- Worked on front end (Windows server), back end (UNIX based servers), middleware and database of client systems
- Prioritize and manage work queue in accordance with service level agreements, document investigation, issue resolution and triage issues to appropriate second-level resources for resolution
- Used technical knowledge in the support, incident investigation and resolution for specific software, hardware or system solutions and applications
- Prioritize and manage work volume in accordance with service level agreements
- Worked on multiple mission critical incidents simultaneously and prioritize work to stabilize system or application recovery
- Thoroughly documented investigation and issue resolution
- Investigated and diagnosed complex performance issues on client domains.
Support Analyst
Cerner
Edwardsville, KS
06.2016 - 10.2018
- Investigate service requests, resolving client incidents and maintaining applications
- Prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment
- Work directly with clients, and document investigation and issue resolution thoroughly and in a timely manner
- Research and use a knowledge base of information to quickly understand and diagnose issues
- Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements
- Worked in a team environment to provide functional and technical expertise to both external and internal clients
- Prioritized and planed issue resolutions both independently and in a collaborative and fast-paced environment
- Used analytical and troubleshooting skills to preform investigations of front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
- Responsible for creating and maintaining documentation and knowledge transfer materials across the lifecycle of an investigation.
Customer Care Rep
CVS Caremark
Lees Summit, MO
08.2011 - 05.2013
- Delivers on the company’s purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service
- Act as a navigator and coordinator to proactively engage and assist customers, patients, and caregivers find the healthcare services and products they need
- Promote relevant HealthHUB classes, programs, and digital tools to interested customers
- Create customer profiles to record interaction details, comments, and outcomes as a means to help leaders further refine offerings for current and future HealthHUB stores.
Sales Floor Manager
Raytown Seed and Feed
Kansas City, MO
03.2009 - 03.2011
- Analyzed financial sales and activity reports for trends and action items to follow up on
- Set sales goals, and helped coach for those results when needed
- Manage staff by preparing work schedules and assigning specific duties
- Locate, select, and procure merchandise for resale
- Management representative in purchase negotiations
- Set costs of service and ensured quality delivery by staff.
Education
MBA - Project Management
Park University
Kansas City, MO2024
Bachelor of Science (B.S) - Geography
Park University
01.2016
Doctorate -
Faith Bible College
01.2011
Associates Degree - Automotive
Metropolitan Community College
01.1998
Skills
- Attention to Detail
- System Performance Assessment
- Technical Troubleshooting
- Technical Documentation
- Resolving Problems and Incidents
- Analytical and Methodical
- Critical Thinking
- Defect Analysis and Resolution
- Issue Research
- Multitasking and Prioritization
- Error Detection
- Root Cause Analysis
- Remote Diagnostics
- Root cause analysis
- Technical fault tracking
- Customer relationship management
- Technical documents comprehension
- Application support
- Customer service expert
- Desktop support
- Technical issues analysis
Certification
Management Multiplier – Project Management – Organizational Leadership – Servant Leadership – Situational Analysis Critical Thinking – Complex Problem Solving – Effective Communication – Establishing Trust/Relationship Building– Lean Daily Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Timeline
Technical Support Engineer
Cerner
10.2018 - 06.2020
Support Analyst
Cerner
06.2016 - 10.2018
Customer Care Rep
CVS Caremark
08.2011 - 05.2013
Sales Floor Manager
Raytown Seed and Feed
03.2009 - 03.2011
MBA - Project Management
Park University
Bachelor of Science (B.S) - Geography
Park University
Doctorate -
Faith Bible College
Associates Degree - Automotive
Metropolitan Community College
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