James D. Vandel
North Kansas City,MO
Summary
20 years of expertise in troubleshooting and resolving complex medical software issues, ensuring high levels of customer satisfaction. Created and delivered training materials and knowledge transfer sessions for clients and team members. Demonstrated strong leadership and communication skills, fostering a collaborative work environment. Developed critical thinking and problem-solving abilities to enhance operational efficiency.
Overview
25
25
years of professional experience
Work History
Service Desk Analyst
AllScripts/Altera Health National Service Desk
Liberty, MO
07.2017 - Current
- Analyzed and resolved software and hardware issues for internal and external clients.
- Triage incoming calls to prioritize, assign, and resolve issues within specified SLA timeframes.
- Provisioned new employees by setting up user access for essential applications.
- Mentored new associates to improve onboarding experience.
- Provided after-hours on-call support on a rotational basis.
- Acted as Subject Matter Expert for Liberty Hospital, updating knowledge bases regularly.
- Educated employees on Liberty support through monthly management meetings.
- Assisted on-site at Liberty Hospital with backlog tickets and post-downtime support as needed.
Technical Solutions Analyst
Cerner
Kansas City, MO
10.2004 - 12.2016
- Troubleshooting, analyzing, and resolving complex software issues for internal and external clients.
- Triage Incoming Service Request: prioritize, assign and resolve issues in the specified time requirements to meet SLA.
- Primary Applications Supported: Power Chart Framework, Patient List, Flow Sheet, PrivMaint, and PrefMaint.
- Identified and developed solutions to improve customer satisfaction and workflow processes.
- Produced and recorded training videos for internal and external clients.
- Developed application specific training material for new associates.
- Provided mentoring for new associates.
- Demonstrated ability to work in a fast paced environment and the ability to adapt to change quickly.
Field Service Technician
ScriptPro
Mission, KS
05.2003 - 07.2004
- Traveled through out the United States troubleshooting issues and replacing hardware for pharmacy robotic systems.
Sales Associate
Freightquote.com
Overland Park, KS
05.2002 - 04.2003
- Inside business to business sales of over the road freight system.
- Cold calling potential clients selling Freightquote’s freight booking system.
- Maintained client base and provided outstanding customer service.
Outside Sales Representative
Office Furniture USA
Kansas City, MO
03.2001 - 05.2002
- Outside business to business commission sales of office cubicles and furniture.
- Cold calling on potential clients by phone and in person.
- Responsible for gathering customer requirements and preparing detailed quotes and provided excellent customer care from purchase to installation.
- Placed second in nation wide Office Furniture USA sales contest.
Musical Arts
Freelance Musician/Woodwind instructor
Kansas City, MO
- Performed professionally at diverse events and pops concerts with Kansas City Symphony.
- Taught saxophone at Paseo Performing Arts Academy, enhancing student skills.
- Instructed woodwinds at Penn Valley Community College and offered private lessons in Prairie Village, KS.
Retail Sales Representative
Mar-Beck Appliance
Kansas City, MO
Retail Sales Representative
Bargain Barn Furniture
Kansas City, MO
Retail Manager
Sophir-Morris Paint Company
Kansas City, MO
Education
Bachelors of Information Technology -
DeVry University
05.2003
Bachelors of Music Education -
University of Missouri Kansas City Conservatory of Music
12.1987
Skills
- Technical troubleshooting
- User access management
- Knowledge base administration
- Application training
- Service level compliance
- Customer relationship management
Timeline
Service Desk Analyst
AllScripts/Altera Health National Service Desk
07.2017 - Current
Technical Solutions Analyst
Cerner
10.2004 - 12.2016
Field Service Technician
ScriptPro
05.2003 - 07.2004
Sales Associate
Freightquote.com
05.2002 - 04.2003
Outside Sales Representative
Office Furniture USA
03.2001 - 05.2002
Musical Arts
Freelance Musician/Woodwind instructor
Retail Sales Representative
Mar-Beck Appliance
Retail Sales Representative
Bargain Barn Furniture
Retail Manager
Sophir-Morris Paint Company
Bachelors of Information Technology -
DeVry University
Bachelors of Music Education -
University of Missouri Kansas City Conservatory of Music
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