Gene Fountain
Systems Implementation, SAAS, Testing, Incident Management
Gladewater,TX
Summary
Self-starter, natural organizer, and effective communicator with dual focus on big picture strategy and seamless tactical execution of roadmaps and release plans. Driven and intelligent consultant with strong background in software implementation, and client/vendor management. Keen ability to see through clutter and arrive at resolutions quickly. A problem solver and analytical thinker with attention to detail and ability to lead processes from seed to scale. Demonstrated ability to analyze and resolve a variety of database issues with extensive Oracle SQL experience. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
32
32
years of professional experience
Work History
Manager, Systems Testing
Sandata, Inc.
10.2021 - Current
- Conducted user acceptance testing to ensure that developed SAAS systems satisfied the needs of business clients as specified in the functional requirements
- Designed, developed, and implemented user acceptance testing protocols as the final phase of applications development
- Captured and tested all modifications to proposed functional requirements
- Analyzed, created, and associated test cases and test runs to client requirements
- Strong facility working within agile development environments
- Excellent collaborative abilities
- Excellent verbal and written communication skills
- Strong understanding of user acceptance testing protocols and methodologies
- Solid analysis of results and fine-tuning of developed applications to improve functionality
- Worked closely with stakeholders and clients and internal teams in producing high-quality applications.
Systems Analyst Senior
Robert Half
01.2021 - 05.2021
- Utilizing ServiceNow report and document problem management information
- Perform analysis of incident, change, and problem management trends
- Advanced Excel and Pivot chart analysis
- Lead Root Cause Analysis investigations to successfully identify root causes of problems
- Participated with different task forces to determine root cause and effective resolution to high and critical incidents to deter recurrence
- Track Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Postmortems done, Problems with no tasks, Problems ready for closure etc.
IT Operations (Care Delivery Applications)
Kaiser Permanente
08.2000 - 09.2019
- Team Lead | Software Implementation Systems Analyst
- Lead a team of seven subject matter experts and offshore support contractors
- Coordinate release management, maintenance, and support of eight high profile vendor applications which included 57+ cloud servers, 8 production database servers, and 8 development database servers
- Direct team members to meet requirements and deadlines to support high profile Homecare Management application
- Conduct bi-weekly 1:1 and team meetings
- Manage vendor relationships to drive service delivery goals and mitigate risks around business processes
- Perform analysis of incident, change, and problem management trends
- Lead Root Cause Analysis investigations to successfully identify root causes of problems
- Track Problem management KPIs (daily/ weekly/ monthly basis)
- Execute complex SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting
- Advanced working knowledge of devices and software distribution methods for different device types; desktop, servers, mobile
- Experienced Windows workstation troubleshooting solving several compatibility and security issues with client server applications within the windows environment
- Software Release Management
- Manage the planning and implementation for all release management activities within the application group, defining scope, gathering technical/operational requirements, and developing detailed release plans
- Install and test of new software, documentation of issues discovered, actions items
- Create detailed installation, quality, and User Acceptance testing documents
- Apply extensive knowledge of change management policies and procedures to deliver software upgrades within corporate/enterprise framework
- Assist with implementing three HL7 interfaces with vendor application
- Successful semi-annual software client release and server upgrade (at a minimum of twice yearly)
- Implement quarterly releases of software updates
- Coordinate with IT management, facilitate release kickoff meetings and perform tactical activities to insure complete knowledge transfer
- Led go-live activities with impacted IT server groups, local IT resources, and business client.
Claims and Customer Service Lead | Customer Service Trainer
Aetna Health Plans
03.1993 - 07.2000
- Serve as Lead and Senior representative for national accounts in a call center
- Experience is with non-HMO insurance products, i.e., PPO, MC-POS, and Dental
- Responsibilities included developing procedure and workflow within the unit
- Possess superior system navigational skills and was able to interpret claims and eligibility issues under stressful conditions
- Regional E
- Health Training coordinator responsibilities included management and coordination of training initiative for new Web Based user and training applications
- Managed E
- Health project and delegated responsibilities to project team
- As coordinator, responsibility was to capture and analyze data from several sources to ensure proper information gathered to develop or suggest effective training material and curriculum.
Education
Associate of Science - Computer Science
Los Medanos Community College
Pittsburg, CA 05.2001 -
Skills
Strong understanding of application, data, and infrastructure program layers including automation
Analytical acumen to identify, triage, and recommend troubleshooting with software applications, client server and SAAS
Ability to develop, test, and execute SQL scripts required to extract data for analysis and testing
Analyze business processes and functional requirements, development of business cases, client support during system development and implementation
Influence cross-functional task forces to identify and document functional requirements, workflow, information sources and system specifications
Demonstrate sensitivity to client and colleague needs, concerns, and challenges by creating business cases and standard operating procedures
Coordinate ongoing application support with the various technical areas to ensure continued application availability and functionality
Provide product/process expertise to client groups, delivering presentations, demonstrations, and training for application systems
Incident and problem management experience, policies and procedures surrounding incidents and work order management
Excellent working relationships with other IT groups, Release Management, Engineering resulting in confidence and direct communications that are available when problems, issues or questions arise
Team Leadership
Operations Management
Strategic Planning
Performance Management
Project Management
Cross-Functional Teamwork
Verbal and written communication
Staff Training and Development
Business Planning
Complex Problem-Solving
Product Management
Expectation setting
Problem-solving abilities
Teamwork and Collaboration
MS Office
Positive Attitude
Customer Service
Adaptability and Flexibility
Team building
Excellent Communication
Professional and Courteous
Good Judgment
Interpersonal Relations
Technical Proficiency
Interpersonal Communication
Idea Development and Brainstorming
Written Communication
Professionalism
Reliability
Process Improvement
Active Listening
Attention to Detail
Training and Development
Problem Resolution
Analytical Skills
Customer Relationship Management
Documentation And Reporting
Effective Communication
Team Collaboration
Problem-solving aptitude
Websites
Technicalqualifications
- Project Tracking Tools – JIRA, Confluence
- SAAS application testing and support
- Support Systems: ServiceNow, Zendesk
- Experienced Software Delivery
- Comprehensive Business Knowledge
- Team Focus
- Medical Health Records Application
- Continuing Care knowledge
- Excellent Communication
- Problem solving/Critical Analysis
- Conflict Resolution
- Professional Responsiveness
- Results Oriented
- Develops Others
- Client Service Oriented
- Collaboration
- O 365 – Outlook, OneNote, SharePoint, MS Teams
- Virtual Training
Professional Development
- ITIL/LEAN
- Dev Ops
- Six Sigma
- Release Management
References
References available upon request
Timeline
Manager, Systems Testing
Sandata, Inc.
10.2021 - Current
Systems Analyst Senior
Robert Half
01.2021 - 05.2021
Associate of Science - Computer Science
Los Medanos Community College
05.2001 -
IT Operations (Care Delivery Applications)
Kaiser Permanente
08.2000 - 09.2019
Claims and Customer Service Lead | Customer Service Trainer
Aetna Health Plans
03.1993 - 07.2000
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