Gary Gates

• Provided technical team leadership for a large project replacing the existing revenue cycle system, Cerner Invision, with athenaIDX.
• Assisted client with the all integration needs between the new revenue cycle and the existing Invsion hospital system as well as 33 additional integrated downstream hospital systems utilizing the Intersystems HealthConnect engine. I was able to incorporate my IDX HPA experience and knowledge in helping with the decision making and design of the complex data integration specifications.
• Oversaw the design of the interface strategy as well as the individual interfaces.
• Reported back to the Core Leadership Team (bi Weekly) as well as the CIO (weekly) on a regular basis.
• Interviewed and assisted in the hiring of the interface development team.
• Provided technical support for customers as required.
• Maintained positive working relationship with fellow staff and management.
• Participated in design meetings to provide technical expertise when needed.
• Managed resources efficiently by allocating tasks according to skill set and availability.
• Evaluated software or hardware to recommend improvements or upgrades.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Created documentation of procedures and processes used by the team.
• Led daily standup meetings with the team to review progress and goals.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Provided guidance and mentorship to new team members.
• Delegated daily tasks to team members to optimize group productivity.
• Reviewed code written by the team and provided feedback.
• Ensured compliance with industry standards, regulations, policies, and procedures.
• Monitored project progress to ensure deadlines were met.
• Implemented best practices for software development processes within the team.
• Analyzed customer requirements and created technical specifications accordingly.
• Identified areas of improvement in existing systems and proposed solutions or alternatives.
• Coordinated with stakeholders from different departments to ensure alignment between business objectives and technical implementation plans.
• Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
• Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
• Worked closely with other teams to ensure successful integration of products.
• Understood and followed oral and written directions.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Identified needs of customers promptly and efficiently.
• Modified existing software systems to enhance performance and add new features.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Developed and updated project plans to document objectives, technologies, schedules, and funding.
• Developed and maintained project plans, timelines, and budgets.

• Provided management to two teams of Application and Technical Analysts providing support for multiple Change Healthcare clients. The teams were responsible for system maintenance, daily support, reporting, statements and claims, ETM, document imaging, scheduling, interfaces and special programming requests.
• Provided support for all system updates, implementations, upgrades, modifications and networking issues.
• Provided management of all interfaces to integrated systems including, but not limited to, hospital systems, billing systems, dental, claims and statement and collections.
• Managed the Tier II support team for Marshall University, returned to support the decommission from IDX
• Managed the Tier III support team for US Oncology
• Managed the Tier II support team for Marshall University
• Manage the Tier III Support team for multiple Change Healthcare clients
• Collaborated with development teams in resolving compatibility issues between different software programs.
• Managed the installation, maintenance, and upgrade of applications across multiple platforms.
• Performed data analysis to identify trends in application usage and performance.
• Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
• Configured systems settings to optimize performance of applications according to user needs.
• Communicated relevance of organizational goals, policies and procedures to IT department staff.
• Responded promptly to user inquiries regarding application functionality or errors encountered during use.
• Provided company users with tech support for IT problems and account maintenance.
• Tracked changes made by developers to ensure they are properly documented.
• Analyzed business requirements and provided recommendations on suitable applications for meeting those needs.
• Provided technical expertise in troubleshooting complex software issues.
• Recruited, trained and supervised IT department staff.
• Developed system documentation and user guides to facilitate application training and support.
• Assisted users in navigating unfamiliar features within an application.
• Tested new software versions prior to release into production environment.
• Reviewed and approved project plans prior to implementation.
• Met with users, vendors and technicians to determine computing requirements.
• Created scripts for automated deployment of applications on servers.
• Analyzed workflows and established priorities for daily operations.
• Met with stakeholders to collaborate and resolve problems.
• Coordinated with vendors to ensure optimal performance of applications.
• Maintained knowledge of advances in information technology systems and applications.
• Maintained inventory records of all installed applications and licenses.
• Implemented security protocols to safeguard customer information from unauthorized access or misuse.
• Reviewed system logs for errors or anomalies that could affect application performance.
• Planned and completed group projects, working smoothly with others.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Delivered products to customer locations on time.
• Maintained updated knowledge through continuing education and advanced training.
• Modified existing software systems to enhance performance and add new features.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Recognized by management for providing exceptional customer service.
• Identified needs of customers promptly and efficiently.
• Completed day-to-day duties accurately and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Worked with cross-functional teams to achieve goals.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Understood and followed oral and written directions.
• Assisted with customer requests and answered questions to improve satisfaction.

• Established clear system performance standards and wrote specifications.
• Performed unit testing on application components prior to release.
• Reviewed and modified unit and integration tests to improve software quality and reliability.
• Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
• Conducted full lifecycle software development from planning to deployment and maintenance.
• Integrated object-oriented design and development techniques into projects to support usability goals.
• Analyzed business needs and created solutions that met customer expectations.
• Developed automated tests to validate system functionality.
• Documented technical specifications and project testing methods for future reference.
• Improved and corrected existing software and system applications.
• Performed regression and performance tests for updated systems.
• Performed troubleshooting of post-release software faults to support live service and installed software patch design.
• Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
• Reviewed project requirements to identify customer expectations and resources needed to meet goals.
• Ensured quality assurance standards were met throughout the development process.
• Analyzed solutions and coding fixes for software problems.
• Coordinated with project managers to meet development timelines and plan testing.
• Resolved complex issues related to software applications quickly and effectively.
• Programmed applications and tools using object-oriented languages with goals of code abstraction, stability and reuse.
• Coordinated system installations, testing and code corrections.
• Authored technical documents such as design specifications and user manuals.
• Coordinated testing and validation procedures through software development lifecycle.
• Identified issues in software processes and implemented optimization.
• Recommended improvements to facilitate team and project workflow.
• Integrated third-party APIs into existing systems.
• Implemented new features into existing software solutions.
• Analyzed code and corrected errors to optimize output.

• Devised automation, backup and recovery protocols to preserve and safeguard data.
• Evaluated and led root-cause analysis for production issues and system failures.
• Provided support during deployment process including troubleshooting any encountered issues.
• Established clear system performance standards and wrote specifications.
• Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
• Maintained version control system ensuring accurate tracking of code changes.
• Wrote, designed and produced application upgrades and coding corrections.
• Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
• Created database objects such as tables, views, stored procedures and functions in SQL Server.
• Troubleshot issues related to application performance, scalability and reliability.
• Participated in peer reviews providing feedback on coding standards and best practices.
• Designed software for real-time operating systems QNX, ThreadX and others.
• Identified opportunities for process improvements to decrease in support calls.
• Developed technical specifications based on functional requirements.
• Assessed code during testing stage to determine potential glitches and bugs.
• Monitored production systems for errors or performance issues and took corrective action when needed.
• Conducted code reviews to identify potential problems before they reach production environment.
• Debugged and updated existing applications by analyzing reported problems and implementing best solutions.
• Collaborated with process stakeholders to identify and prioritize automation opportunities.
• Developed software for embedded systems, coding solutions for both new installations and in-situ hardware.
• Reviewed project requirements to identify customer expectations and resources needed to meet goals.
• Collaborated with business analysts to understand requirements and develop solutions accordingly.
• Analyzed code and corrected errors to optimize output.
• Integrated object-oriented design and development techniques into projects to support usability goals.
• Implemented automated unit tests to ensure quality of delivered software components.
• Worked with QA team throughout testing cycles to resolve any identified defects.
• Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation.
• Created working prototypes for new features and requests.
• Programmed applications and tools using object-oriented languages with goals of code abstraction, stability and reuse.
• Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
• Remained current with technological developments and evaluated feasibility of incorporating new technologies into new or supported applications.
• Updated software upon release of vendor patches to mitigate vulnerabilities.
• Applied prescribed policies to programming syntax in compliance with internal language policies.
• Analyzed user needs and software requirements to determine design feasibility.
• Coordinated system installations, testing and code corrections.
• Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Developed requirements for system modifications and new system installations.
• Coordinated testing and validation procedures through software development lifecycle.
• Identified areas for improvement within existing codebase and implemented necessary changes.
• Performed root cause analysis on reported bugs to identify underlying causes quickly and accurately.
• Improved and corrected existing software and system applications.
• Performed troubleshooting of post-release software faults to support live service and installed software patch design.
• Integrated third-party APIs into existing applications for additional functionality.
• Assisted in the design and development of web-based applications for customer usage.
• Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
• Completed day-to-day duties accurately and efficiently.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Maintained updated knowledge through continuing education and advanced training.
• Understood and followed oral and written directions.
• Worked with cross-functional teams to achieve goals.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Delivered products to customer locations on time.
• Modified existing software systems to enhance performance and add new features.
• Planned and completed group projects, working smoothly with others.
• Achieved cost-savings by developing functional solutions to problems.
• Identified needs of customers promptly and efficiently.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.

• Supported over 300 national internal customers.
• Responsible for hardware and software decision making, contract management, budgeting, staff performance, help desk support and project management.
• Oversaw entire corporate network and backbone supporting Microsoft Exchange 2013, Active Directory 2012, Lync 2013, System Center Configuration Manager 2012, SharePoint 2010, Direct Access, VMWare running on an EMC VNX 5300, Cisco UCS and Cisco VPN.
• Manage daily backups using Symantec Backup Executive, Dell’s V-Ranger and EMC’s data domain.Proposed or approved modifications to project plans.
• Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
• Created training modules and documentation to train staff.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Established processes to ensure efficient workflow throughout the organization.
• Entered time and attendance logs in preparation for payroll.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Recruited and hired qualified candidates to fill open positions.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
• Maintained up-to-date records of employee attendance, payroll information, vacation requests.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Recruited and trained new employees to meet job requirements.
• Ensured compliance with all applicable laws, regulations, industry standards.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Created monthly reports for senior management summarizing operational performance metrics.
• Provided leadership during times of organizational change or crisis situations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Reviewed contracts before signing them on behalf of the organization.
• Analyzed customer feedback data to develop action plans for improving services offered.
• Produced thorough, accurate and timely reports of project activities.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Implemented new technologies to streamline operations, reduce costs, and improve customer service.
• Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Minimized staff turnover through appropriate selection, orientation and training.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
• Developed annual goals for each department based on market trends and competitor analysis.
• Collaborated with other departments to ensure timely completion of projects within budget constraints.
• Reviewed completed work to verify consistency, quality and conformance.
• Trained employees on additional job positions to maintain coverage of roles.
• Monitored staff performance and addressed issues.
• Assigned work and monitored performance of project personnel.
• Analyzed business performance data and forecasted business results for upper management.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Maintained adequate staffing to meet objectives within budget.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Coached, mentored and trained team members in order to improve their job performance.
• Delegated work to staff, setting priorities and goals.
• Initiated new projects that resulted in increased productivity across all departments.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
• Conducted quality, timely performance feedback and performance appraisals.
• Recognized by management for providing exceptional customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed day-to-day duties accurately and efficiently.
• Identified needs of customers promptly and efficiently.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Delivered products to customer locations on time.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Worked with cross-functional teams to achieve goals.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Collaborated with others to discuss new opportunities.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Planned and completed group projects, working smoothly with others.
• Assisted with customer requests and answered questions to improve satisfaction.
• Achieved cost-savings by developing functional solutions to problems.

Accomplishments

• Managed the upgrade from Exchange 2008 to 2013
• Managed the implementation of Microsoft Lync 2013 enterprise wide.
• Managed the upgrade of Microsoft Active Directory version 2003 to 2012.
• Managed the implementation of Microsoft Direct Access enterprise wide.
• Facilitated the shutdown of the entire office network including equipment retrieval and transfer of ownership of equipment.

• Recruited, trained and supervised IT department staff.
• Procured IT resources for strategic and operational computing requirements.
• Developed and maintained network security protocols to protect sensitive data from unauthorized access.
• Examined metrics and prepared IT project progress reports.
• Created centralized management capability by integrating warehouse management software applications.
• Communicated relevance of organizational goals, policies and procedures to IT department staff.
• Developed data security and disaster recovery procedures.
• Performed regular maintenance tasks such as patching operating systems and updating anti-virus programs.
• Investigated incidents of security breaches or suspicious activity in order to prevent future occurrences.
• Trained staff on the use of various information systems applications, including troubleshooting techniques.
• Assisted in budgeting activities by researching prices of necessary components or services.
• Collaborated with other IT personnel to ensure proper implementation of all systems upgrades.
• Deployed best practices for ensuring data integrity, reliability and availability.
• Participated in planning sessions with internal stakeholders regarding technology projects.
• Developed processes for monitoring system performance metrics such as uptime, latency and throughput.
• Monitored system performance, identified areas for improvement and implemented solutions to optimize efficiency.
• Developed project metrics to follow system build-out progress.
• Provided company users with tech support for IT problems and account maintenance.
• Evaluated organization's technology to recommend upgrades for hardware and software.
• Maintained knowledge of advances in information technology systems and applications.
• Managed backup, user account and helpdesk systems.
• Managed user accounts and permissions levels across multiple platforms.
• Evaluated existing applications for compatibility with new hardware and software installations.
• Analyzed business requirements to design technical solutions that meet customer needs.
• Responded quickly to user requests for assistance with computer-related issues.
• Implemented new software systems to facilitate better communication between departments.
• Reviewed program plans to develop and coordinate activities.
• Analyzed workflows and established priorities for daily operations.
• Diagnosed hardware and software problems and recommended appropriate solutions.
• Met with users, vendors and technicians to determine computing requirements.
• Configured networks, firewalls, routers, switches and other related equipment as needed.
• Researched emerging technologies in order to recommend improvements or cost savings opportunities.
• Assigned and reviewed work of IT project managers, systems analysts and developers.
• Reviewed and approved project plans prior to implementation.
• Met with stakeholders to collaborate and resolve problems.
• Created documentation for all system configurations, changes and updates.
• Identified needs of customers promptly and efficiently.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Completed day-to-day duties accurately and efficiently.
• Recognized by management for providing exceptional customer service.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Assisted with customer requests and answered questions to improve satisfaction.
• Achieved cost-savings by developing functional solutions to problems.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Modified existing software systems to enhance performance and add new features.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Maintained updated knowledge through continuing education and advanced training.
• Delivered products to customer locations on time.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.Microsoft
• Leveraged Microsoft Sharepoint skills to input and compile data gathered from various sources.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Understood and followed oral and written directions.
• Collaborated with others to discuss new opportunities.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Planned and completed group projects, working smoothly with others.

• Established clear system performance standards and wrote specifications.
• Programmed applications and tools using object-oriented languages with goals of code abstraction, stability and reuse.
• Developed software for embedded systems, coding solutions for both new installations and in-situ hardware.
• Prepared detailed workflow charts and diagrams to describe input, output and logical operations.
• Collaborated with process stakeholders to identify and prioritize automation opportunities.
• Identified areas for improvement within existing codebase and implemented necessary changes.
• Monitored production systems for errors or performance issues and took corrective action when needed.
• Participated in peer reviews providing feedback on coding standards and best practices.
• Applied security measures into systems development, supporting final products' resistance to intrusion and exploitation.
• Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Assisted in the design and development of web-based applications for customer usage.
• Evaluated and led root-cause analysis for production issues and system failures.
• Provided support during deployment process including troubleshooting any encountered issues.
• Integrated third-party APIs into existing applications for additional functionality.
• Improved and corrected existing software and system applications.
• Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
• Conducted code reviews to identify potential problems before they reach production environment.
• Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
• Developed technical specifications based on functional requirements.
• Implemented automated unit tests to ensure quality of delivered software components.
• Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation.
• Combined root-level authentication and authorization technologies with ongoing system design to harden finished solutions.
• Recommended strategies to maximize performance and lifespan of equipment involved in software installations.
• Integrated object-oriented design and development techniques into projects to support usability goals.
• Identified opportunities for process improvements to decrease in support calls.
• Performed root cause analysis on reported bugs to identify underlying causes quickly and accurately.
• Reviewed project requirements to identify customer expectations and resources needed to meet goals.
• Recommended improvements to facilitate team and project workflow.
• Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
• Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
• Monitored equipment function to verify conformance with specifications.
• Created working prototypes for new features and requests.
• Troubleshot issues related to application performance, scalability and reliability.
• Maintained version control system ensuring accurate tracking of code changes.
• Provided technical guidance to junior developers on application development processes.
• Coordinated system installations, testing and code corrections.
• Wrote user manuals and other documentation for roll-out in customer training sessions.
• Utilized established design patterns to expedite novel software creation and support consistent performance results.
• Developed and maintained applications using Java, Spring, Hibernate, JavaScript and HTML and CSS.
• Developed requirements for system modifications and new system installations.
• Applied prescribed policies to programming syntax in compliance with internal language policies.
• Created database objects such as tables, views, stored procedures and functions in SQL Server.
• Performed troubleshooting of post-release software faults to support live service and installed software patch design.
• Devised automation, backup and recovery protocols to preserve and safeguard data.
• Reviewed user stories and specifications to ensure technical feasibility of designs.
• Optimized application performance by refactoring code where necessary.
• Analyzed code and corrected errors to optimize output.
• Worked with QA team throughout testing cycles to resolve any identified defects.
• Obtained and evaluated information on hardware configuration costs, reporting requirements and security needs.
• Assessed code during testing stage to determine potential glitches and bugs.
• Employed integrated development environments (IDEs).
• Ensured the security of data by implementing appropriate authentication mechanisms.
• Collaborated with business analysts to understand requirements and develop solutions accordingly.
• Updated software upon release of vendor patches to mitigate vulnerabilities.
• Coordinated testing and validation procedures through software development lifecycle.
• Converted project specifications into sequence of detailed instructions and logical steps for coding into functional business applications.
• Designed, developed and implemented firmware to support embedded system product concepts.
• Analyzed user needs and software requirements to determine design feasibility.
• Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
• Debugged and updated existing applications by analyzing reported problems and implementing best solutions.
• Wrote, designed and produced application upgrades and coding corrections.
• Remained current with technological developments and evaluated feasibility of incorporating new technologies into new or supported applications.
• Understood and followed oral and written directions.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Recognized by management for providing exceptional customer service.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Maintained updated knowledge through continuing education and advanced training.
• Assisted with customer requests and answered questions to improve satisfaction.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified needs of customers promptly and efficiently.
• Achieved cost-savings by developing functional solutions to problems.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Modified existing software systems to enhance performance and add new features.
• Completed day-to-day duties accurately and efficiently.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Collaborated with others to discuss new opportunities.
• Planned and completed group projects, working smoothly with others.

Accomplishments

• Developed corporate intranet site utilizing Microsoft SharePoint 2010

• Identified, addressed and either resolved or escalated project issues.
• Provided guidance on best practices in software development life cycle.
• Created and implemented processes to ensure successful completion of projects.
• Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
• Determined project staffing needs and led resource management.
• Focused on project monitoring and management by developing forecasts and tracking expenses.
• Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
• Built and established strong partnerships with teams, vendors and contractors.
• Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
• Facilitated resolution of conflicts between team members when necessary.
• Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
• Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
• Identified risks associated with each project and developed strategies for mitigating those risks.
• Drafted reports summarizing progress made on projects for review by executive leadership team.
• Identified project needs by reviewing project objectives and schedules.
• Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
• Generated and tracked change orders and other contractual modifications affecting budget and schedule.
• Developed and updated project plans to document objectives, technologies, schedules, and funding.
• Led meetings with internal team members, consultants and contractors.
• Created team objectives and roles with specific goals outlined for each individual.
• Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
• Submitted project deliverables to clients, consistently adhering to quality standards.
• Drove continuous improvement of project delivery process by providing strong leadership.
• Developed and maintained project plans, timelines, and budgets.
• Modified project plans when needed to better align with organizational objectives.
• Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
• Maintained records of all documents related to each project including specifications, change orders, invoices.
• Negotiated with project stakeholders or suppliers to obtain resources or materials.
• Prepared cost estimates for projects of varying sizes.
• Reviewed budget and subcontractor estimates in detail and analyzed for accuracy with scope of work relevancy in mind.
• Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
• Advised other departments on best practices related to managing large-scale projects.
• Created project status presentations for delivery to customers or project personnel.
• Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
• Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
• Coordinated resources across multiple departments and teams as needed for successful completion of projects.
• Managed multiple projects with competing deadlines simultaneously.
• Provided guidance to team members regarding tasks assigned to them.
• Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
• Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
• Implemented effective communication protocols between internal teams working on different aspects of a given project.
• Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
• Conferred with project personnel to identify and resolve problems.
• Produced thorough, accurate and timely reports of project activities.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Understood and followed oral and written directions.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Completed day-to-day duties accurately and efficiently.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Modified existing software systems to enhance performance and add new features.
• Planned and completed group projects, working smoothly with others.
• Worked with cross-functional teams to achieve goals.
• Recognized by management for providing exceptional customer service.
• Maintained schedule of class assignments to meet deadlines.
• Delivered products to customer locations on time.
• Collaborated with others to discuss new opportunities.
• Assisted with customer requests and answered questions to improve satisfaction.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Identified needs of customers promptly and efficiently.

Accomplishments

• Managed a large scale implementation of IDX at a large multi campus integrated hospital system in central Texas; provided management, development training and documentation services for the build and support of the IDX system including BAR, HPA, Scheduling and Managed Care.
• Served as sole support of an IDX legacy billing system during the two year implementation of a new system for a nationwide laboratory system based in Texas.
• Performed and managed the implementation of all printers across a delivery, network, consisting of software and hardware implementations as well tracking and monitoring.
• Assisted in the search and selection processes for interface/integration engines at large academic medical practices.
• Developed change management policies and procedures.
• Defined standardized patient access flows to include scheduling of appointments, referral management and financial counseling.

• Maintained quality-focused performance benchmarks and schedules when directing project teams.
• Troubleshot and resolved problems with programs and systems.
• Coordinated installation of updated computer programs and systems.
• Assessed software problems and used troubleshooting tools to swiftly resolve technical issues.
• Developed and managed project plans while providing status updates to management.
• Consulted with management to reach agreement on system principles.
• Explored new technologies and tools for productivity, security and quality assurance purposes.
• Supported software implementation with client training and troubleshooting expertise.
• Assisted with the migration of legacy applications from outdated platforms to more modern technologies.
• Monitored system performance metrics to ensure that service level agreements were met.
• Performed inventories on computers and computer repair equipment.
• Conferred with clients regarding information processing or computation needs.
• Collaborated with employees to evaluate new software performance and reach technical requirements.
• Resolved production issues in a timely manner while ensuring optimal performance levels were maintained.
• Created comprehensive documentation including user manuals, system diagrams, flowcharts and other materials related to software development projects.
• Developed detailed design specifications for complex software applications.
• Configured application servers according to established standards.
• Analyzed customer requirements and proposed technical solutions.
• Developed, documented and revised system design procedures and quality standards.
• Coordinated and linked computer systems within organization to increase compatibility to share information.
• Revamped existing system to improve functionality or repurpose for new requirements.
• Developed test cases and conducted unit testing of various modules.
• Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
• Provided guidance to junior technical consultants in the areas of system analysis, design, coding, testing and implementation.
• Expanded or modified system to serve new purposes or improve workflow.
• Offered decision-makers ROI and cost-benefit projections to guide project development and implementation.
• Conducted client meetings to discuss project status and recommend new strategies as needed.
• Performed quality assurance reviews of code written by other developers and provided feedback on improvement opportunities.
• Improved services and technologies through continued analysis of system performance.
• Provided end-user support when necessary by troubleshooting technical problems reported by clients.
• Implemented network security improvements to prevent vulnerabilities.
• Collaborated with business analysts to identify workflow improvements and develop new features for existing applications.
• Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
• Designed, coded and debugged software per business's policies, procedures and security requirements.
• Prepared and presented technical proposals for clients.
• Tested, maintained and monitored computer programs and systems.
• Assisted staff and users with computer malfunctions and program problems.
• Identified potential problems with application architecture or design before they became major issues during deployment stages.
• Defined system goals and devised flow charts and diagrams describing logical operational steps.
• Reviewed vendor products for compatibility with existing infrastructure components.
• Wrote easy-to-understand user interface text and developer guides to increase end-user comprehension.
• Troubleshot program and system malfunctions to restore normal functioning.
• Interfaced with external vendors regarding hardware procurement needs.
• Maintained up-to-date knowledge of industry trends related to enterprise software solutions.
• Trained staff and users to work with computer systems and programs.
• Assessed usefulness of pre-developed application packages and adapted to user environment.
• Deployed patches and upgrades in order to address security vulnerabilities within existing systems.
• Used computer in analysis and solution of business problems.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Achieved cost-savings by developing functional solutions to problems.
• Recognized by management for providing exceptional customer service.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Understood and followed oral and written directions.
• Assisted with customer requests and answered questions to improve satisfaction.
• Identified needs of customers promptly and efficiently.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Collaborated with others to discuss new opportunities.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Worked with cross-functional teams to achieve goals.
• Planned and completed group projects, working smoothly with others.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Maintained updated knowledge through continuing education and advanced training.
• Provided technical advice and guidance to customers on product use.
• Configured networks using routers, switches, firewalls.
• Created detailed documentation of all technical processes and procedures.
• Participated in project planning meetings to discuss scope, timeline and budget.
• Tested new products for compatibility with existing systems.
• Implemented security measures such as antivirus protection, encryption protocols.
• Monitored system performance, identified issues and resolved them in a timely manner.
• Installed operating systems such as Windows Server 2008, 2012, 2016.
• Assessed client's current IT infrastructure, identified gaps and recommended improvements.
• Coordinated software and hardware upgrades across multiple sites.
• Administered and promoted optimal utilization of company resources to increase growth and develop various new products.
• Ensured compliance with industry standards when designing technical solutions.
• Conducted training sessions on the use of new technology tools and products.
• Performed troubleshooting tasks related to hardware components or software applications.
• Delivered products to customer locations on time.
• Modified existing software systems to enhance performance and add new features.
• Analyzed customer data to identify trends or potential problems.
• Maintained accurate records of all technical activities performed for each customer.
• Researched emerging technologies to recommend best-fit solutions for clients.
• Developed and implemented technical solutions for customer needs.
• Managed customer relationships by providing prompt support services.

Accomplishments

• Earned certification in EPIC Clarity Extract and Load Administration, SQL Reports, Chronicles Install Utility.
• Completed training in EPIC Database Chronicles Programming.
• Programmed a large number of interfaces between hospital, billing and laboratory systems including, but not limited to HL7 ADT, charges/payments, managed care, general ledger, results and appointment interfaces.
• Developed a data archive system for a GE/IDX client allowing clients to view, track and re-bill information and claims after de-converting from the GE/IDX system.

• Collaborated with stakeholders to define system requirements and resolve issues.
• Assisted staff and users with computer malfunctions and program problems.
• Monitored performance metrics throughout the implementation process to ensure that objectives were met on time and within budget constraints.
• Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
• Developed and managed project plans while providing status updates to management.
• Prepared and presented technical proposals for clients.
• Provided guidance on best practices for implementing new systems.
• Defined system goals and devised flow charts and diagrams describing logical operational steps.
• Created detailed project plans outlining timelines and resources needed for successful implementations.
• Analyzed existing customer systems and identified areas of improvement.
• Developed, documented and revised system design procedures and quality standards.
• Tested, maintained and monitored computer programs and systems.
• Explored new technologies and tools for productivity, security and quality assurance purposes.
• Used computer in analysis and solution of business problems.
• Maintained quality-focused performance benchmarks and schedules when directing project teams.
• Identified potential risks associated with implementations and created mitigation plans accordingly.
• Maintained detailed records of all activities associated with each implementation project.
• Coordinated and linked computer systems within organization to increase compatibility to share information.
• Performed post-implementation reviews to measure success against pre-defined goals.
• Coordinated with internal teams to ensure effective communication between all parties involved in projects.
• Conferred with clients regarding information processing or computation needs.
• Designed, developed, tested and implemented software applications for clients.
• Developed test scripts and scenarios based on requirements documents.
• Facilitated user acceptance testing of new solutions prior to launch.
• Documented business processes related to implementations and provided training materials as needed.
• Evaluated customer feedback on completed projects to identify areas for improvement.
• Assessed usefulness of pre-developed application packages and adapted to user environment.
• Provided technical support to customers during the implementation process.
• Developed and managed customer relationships to ensure successful project implementations.
• Troubleshot program and system malfunctions to restore normal functioning.
• Expanded or modified system to serve new purposes or improve workflow.
• Assisted in developing strategies for maximizing customer satisfaction while minimizing costs.
• Resolved conflicts between stakeholders during the course of an implementation project.
• Conducted regular meetings with clients to review progress and address any concerns or questions they may have had regarding the implementation process.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Worked with cross-functional teams to achieve goals.
• Completed day-to-day duties accurately and efficiently.
• Recognized by management for providing exceptional customer service.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Collaborated with others to discuss new opportunities.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Delivered products to customer locations on time.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Understood and followed oral and written directions.
• Planned and completed group projects, working smoothly with others.
• Identified needs of customers promptly and efficiently.
• Achieved cost-savings by developing functional solutions to problems.
• Maintained updated knowledge through continuing education and advanced training.

• Provided real-time support to everyday users of IDX BAR, Scheduling, HPA and Managed Care.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Assessed issues to determine appropriate troubleshooting methods for remediation.
• Implemented new software applications according to established guidelines.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Oversaw code improvement efforts on IDX BAR, Scheduling, HPA and Managed Care, and edited existing script to resolve operational burdens and enhance performance.
• Assisted with the deployment of new software releases and updates across multiple platforms.
• Provided technical support for software and hardware related issues.
• Maintained positive working relationship with fellow staff and management.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Identified opportunities for process improvement within the team's workflow.
• Developed scripts to automate processes within the software environment.
• Conducted research into emerging technologies that could be integrated into existing systems.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Maintained positive customer relationships by demonstrating excellent customer service skills.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Analyzed, diagnosed, troubleshot and resolved customer inquiries via phone or email.
• Collaborated with development teams to identify and resolve defects quickly.
• Resolved escalated tickets in a timely manner to ensure customer satisfaction.
• Conducted workflow analysis, space design or cost comparison analysis.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
• Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Tested software applications for bugs and compatibility with other programs.
• Assisted in designing, coding, testing, debugging, documenting, deploying and maintaining various software products.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Completed root cause analysis on routine and complex problems.
• Investigated complex problems reported by customers or colleagues using analytical methods.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Assisted with customer requests and answered questions to improve satisfaction.
• Planned and completed group projects, working smoothly with others.
• Maintained updated knowledge through continuing education and advanced training.
• Modified existing software systems to enhance performance and add new features.
• Delivered products to customer locations on time.
• Recognized by management for providing exceptional customer service.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Identified needs of customers promptly and efficiently.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Worked with cross-functional teams to achieve goals.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Achieved cost-savings by developing functional solutions to problems.
• Understood and followed oral and written directions.