Summary
Overview
Work History
Education
Skills
Timeline
Generic
Erin P. McGuire

Erin P. McGuire

Polk City,FL

Summary

Professional with strong background in consulting, adept at driving successful project implementations and optimizing business processes. Skilled in client relationship management, problem-solving, and strategic planning. Known for collaborative teamwork and delivering results in dynamic environments. Proven ability to adapt to changing needs and ensure project success.

Overview

28
28
years of professional experience

Work History

Implementation Consultant

Zipari/mPulse
01.2022 - Current
  • Implement new clients on the various SaaS platforms that Zipari/mPulse offers.
  • Oversee client calls and advocate for clients, ensuring all team members are fully up to speed on product specifications, client needs, timelines, and responsibilities.
  • Provide strategic support to teams and key stakeholders with leadership, operational planning, and execution, change management, program design and implementation oversight.
  • Manage project estimation, analysis, requirements and design specifications to effectively define projects and necessary resources.

Integration Specialist

symplr
01.2021 - 01.2022
  • Served as primary contact for clients during the integration process for symplr SaaS platforms.
  • Consult with clients to prepare and maintain the Statement of Work and project plans for integration projects.
  • Manage the data file process which involves the collection of files from clients' HRIS system, data validation and appropriate testing.
  • Conducts analysis of clients' existing processes and works with clients to ensure a smooth transition.
  • Update and maintain the customer relationship and project management software with all steps taken in the integration implementation process.
  • Responsible for both the overall success of projects and client satisfaction.
  • Maintain a positive relationship with both clients and developers.

Client Support Specialist Tier 2

HealthcareSource/symplr
01.2019 - 01.2021
  • Provide superior product knowledge in answering questions on functionality and best practice for SaaS platforms.
  • Effectively and clearly document all questions, issues, and requests in Salesforce CRM.
  • Participate in the completion of client requests by testing customizations, workflows and integrations when possible.
  • Provide ongoing product training as part of the resolution of the ticket.
  • Provide product feedback to the development team by listening to and observing client’s use of our products and services.
  • Worked with Microsoft Server to configure role deployments for workstations.
  • Help test and evaluate new product enhancements and bug fixes before product releases.

Installation Programmer I

Nuance Communications
01.2014 - 01.2019
  • Gathered client information regarding their Electronic Medical Records (EMR) specification needs to be communicated to the Nuance eScription SaaS platforms.
  • Created inbound patient demographic feeds and outbound completed transcription feeds.
  • Supported Project Managers during meetings with clients to assist with any technical questions.
  • Filled in as Project Manager as an on-needed basis.
  • Prepare any technical documentation needed for each client deployment.
  • Worked with Microsoft Visual Studio to create custom formats.
  • Develop code to generate ADT/SIU/HL7 messages.
  • Installed our various software packages on the client's workstations/servers via remote connections.
  • Worked within the guidelines of HIPAA compliance.
  • Mentored offshore team on the development of HL7 development and served as a point of reference for business protocol with US business partners.

Customer Service/Technical Support - Tier 2

Nuance Communications
01.2011 - 01.2014
  • Provided support for clinics across the nation.
  • Fielded questions from doctors, physician assistants, nurses, and practice managers.
  • Configured digital recorders for medical providers.
  • Worked within the guidelines of HIPAA compliance.
  • Developed better workflow methods for customer support staff including involvement in the implementation of virtual call center.
  • Processed tickets submitted through CRM with follow-up calls and emails.
  • Used Remote desktop solutions to provide remote support for software configuration issues.
  • Worked to develop interfaces between our software platform and the client's electronic medical record system.
  • Worked with Microsoft Server to configure role deployments for workstations. Including Windows Updates and backups.
  • Handled daily IT Service Calls for all Nuance Employees in the Bonita Springs Office.

Lead Technical Support/Repair Supervisor/Vendor Returns

Microboards Technology, LLC
01.1999 - 01.2011
  • Managed the Repair Service Team and directed staff on daily tasks.
  • Developed better workflow methods for repair staff.
  • Set up call center in World Headquarters in 2003
  • Answered customer calls regarding the company’s product line of CD/DVD/Blu-Ray duplicators.
  • Resolved issues submitted via email to client’s web site tech support link, followed up via callbacks and emails.
  • Assisted with maintaining computer network at corporate headquarters.
  • Ordered components, built and maintained computer workstations throughout corporate headquarters.
  • Assisted in switching from a Static IP configuration to a Domain environment.
  • Worked with Microsoft Server to configure role deployments for workstations. Including Windows Updates and backups.
  • Established vendor return channel with Microboards’s business partners.
  • Set up items that need warranty service RMA’s with various vendors and set up for delivery.
  • Reduced annual cost in the vendor return warehouse from $240,000 to $30,000 annually.
  • Managed database to track incoming and outgoing vendor returns.
  • Managed repair stock warehouse performed inventory counts and ordered parts from vendors.

Lead Technical Support

Minnetonka Audio Software
01.1998 - 01.1999
  • Answered incoming customer calls on the company’s product line of software.
  • Developed client databases using Microsoft Access to track all technical support issues.
  • Corresponded by email on software suites that were sold.
  • Alpha tested all software and provided feedback to software engineers.
  • Set up beta testing locations and assisted in setup and performance of software.
  • Responsible for all production of software suites and the creation of security dongles that were supplied with suites.
  • Worked with Microsoft Server to configure role deployments for workstations.
  • Worked with various Audio Hardware manufacturers to deem software suite compatibility.

Education

Associates Degree - Audio Technology

RIDGEWATER COLLEGE
01.1996

Associates Degree - Electronics Technology

BROWN INSTITUTE
01.1994

Skills

  • User acceptance testing
  • Software implementation
  • Solution design
  • Configuration management
  • Requirements gathering
  • Implementation management
  • Configuration and management
  • Client management
  • Client training
  • Issue resolution
  • Project plan understanding
  • Implementation and configuration
  • Reporting and documentation

Timeline

Implementation Consultant

Zipari/mPulse
01.2022 - Current

Integration Specialist

symplr
01.2021 - 01.2022

Client Support Specialist Tier 2

HealthcareSource/symplr
01.2019 - 01.2021

Installation Programmer I

Nuance Communications
01.2014 - 01.2019

Customer Service/Technical Support - Tier 2

Nuance Communications
01.2011 - 01.2014

Lead Technical Support/Repair Supervisor/Vendor Returns

Microboards Technology, LLC
01.1999 - 01.2011

Lead Technical Support

Minnetonka Audio Software
01.1998 - 01.1999

Associates Degree - Electronics Technology

BROWN INSTITUTE

Associates Degree - Audio Technology

RIDGEWATER COLLEGE

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