JAMES K TERRELL
Birmingham,AL
Summary
Dynamic health technician and customer service professional dedicated to enhancing service quality. Proven ability to train new employees and resolve issues efficiently, ensuring customer satisfaction. Strong technical knowledge in hardware and software, complemented by effective communication and teamwork.
Overview
25
25
years of professional experience
Work History
Customer Service
Publix Supermarket
10.2023 - Current
- Delivered exceptional customer service by greeting customers and addressing inquiries promptly.
- Resolved customer complaints and disputes professionally, ensuring satisfaction.
- Guided customers in finding items and answering product questions clearly.
- Processed payments efficiently using cash registers and point-of-sale systems.
- Trained new employees on customer service techniques and store operations.
- Participated in promotional activities, including display setup and special event organization.
- Assisted team with unloading delivery trucks and organizing stock effectively.
- Monitored security cameras and reported suspicious activity to management.
IT Specialist
Midfield City School IT Department
08.2022 - 12.2022
- Wide Area, Local Area & Wireless Network Operations
- VoIP Telephone Communications Operations
- Oversaw cellular services and two-way radio services to ensure reliable communication across the district
- Provided support for INOW data management system
- Network Application and File Server Operations
- Managed email communications for staff and students
- Network Security and Audit control
- Computer & Technology repair and support services
- District and SDE Level Technology Planning
- Federal E-Rate program
- Supported schools in technology planning and provided support services to enhance educational resources and infrastructure.
- Coordinated district emergency communications and weather event responses to ensure safety and preparedness.
- Oversee Web Sites and Application software programs
- Serve as Internal system consultants for departments and schools
Application Analyst II
American Family Care
01.2022 - 07.2022
- Delivered hands-on support, troubleshooting, and training for application end-users, guiding them on mission-critical system features and functionality.
- Facilitated EHR software improvements to enhance system effectiveness, training new and existing staff and practitioners on updated features.
- Conducted application analysis, executed clinical system updates, and participated in new site or software implementation projects.
- Design and configure EHR templates, workflows, and reports.
- Enhanced EHR processes at clinics by identifying areas for improvement and implementing solutions.
- Create and monitor support tickets with EHR vendors (eClinicalWorks / Docutap) and work to resolve problems quickly and accurately.
- Access and troubleshoot technical issues encountered by Team Members.
- Support and maintain system applications utilizing required tools and technologies
- Manages the design, preparation, and implementation of EHR upgrades and migration for AFC for Clinic Staff.
- Create and maintain application support and training when requested.
- Provide support for EHR system hardware, including configuration and troubleshooting.
- Maintain EHR security settings as well as other system configurations.
- Analyze, coordinate and assist with the development, testing, maintenance, and education for system applications.
- Communicate changes/new initiatives and critical issues to end-users.
- Provide backup coverage for helpdesk functions
- Provided backup for other system applications during high-demand periods.
- Research technologies to improve the performance and reliability of hospital-wide information flow.
- Support proprietary and industry-standard interfaces between clinical equipment, servers, software, and outside entities.
- The ability to explore various options to enhance the user's workflow and operational needs while maximizing the use of technology is a must.
- Assumed special projects and documented progress and outcomes.
- Maintained consistent attendance and adhered to the work schedule to ensure department coverage.
- Completed additional duties and responsibilities to support team operations.
- Qualifications In-depth knowledge of Electronic Medical Records Systems.
- Experience building forms, writing reports and training staff on the use of computer systems and EHR software applications, including functionality and workflow.
- Excellent customer service skills.
- Ability to work independently and/or as part of a team with staff at various levels.
- Excellent written and verbal communication skills.
- Attention to detail.
- Experience in a complex health-care environment.
- ECW Train the Trainer Certification.
- ECW Train the Trainer Certification.
Application Support II
NaphCare
10.2013 - 01.2022
- Troubleshot and resolved cases with standard, high, and critical severities to ensure timely issue resolution.
- Troubleshoot and resolve cases with standard, high and critical severity.
- Administered SQL databases to ensure optimal performance and availability.
- Executed SQL replication procedures to maintain data consistency across servers.
- Worked with Sequel Management Studio 2005, 2008, 2012 and 2017.
- Generated SQL reports to analyze database performance and identify potential areas for improvement.
- Utilized form editor to design and modify user interfaces for applications.
- Monitored system performance to identify and troubleshoot potential issues.
- Performed software installation to equip systems with necessary applications.
- Collaborated with resources within the group and across departments to foster a unified support approach.
- Active Directory Administrator, Addaxes/Password server administrator.
- Microsoft Exchange Administrator.
- Relias/ E-learning Administrator.
- EMR Training /Support.
- Follow all standard operating procedures and processes in order to deliver a high quality customer service experience.
Product Support Specialist
Adecco McKesson
08.2011 - 03.2012
- Troubleshoot and resolve cases with standard, high and critical severity.
- Follow all standard operating procedures and processes in order to deliver a high-quality customer service experience for internal and external customers.
- Collaborate with resources within the group and across other departments and support teams to achieve a 'one team approach.'
- Documented progress, troubleshooting activities, customer communications, resolutions, root causes, and time spent on all customer support cases in the tracking system to ensure thorough case management.
- Communicated customer status, concerns, and issues to the appropriate Account Manager, Team Lead, and support personnel on a routine basis.
- Coordinated scheduling, delivery, testing, and implementation steps for software fixes, enhancements, and customizations with assigned customers to ensure seamless service delivery.
- Create knowledge bridge content and troubleshooting tools.
- Worked with SureScripts Administration console to resolve issues with Eprescribing.
- Worked with VARS (value added resellers) to upgrade McKesson EMR (electronic medical records).
- Managed and maintained Sequel databases for data integrity and accessibility.
- Administered Ctree databases to optimize data storage and retrieval processes.
- Oversaw APS databases to maintain data accuracy and user access.
- Implemented HL7 communication links between disparate EMR, platforms: Lytec, Medisoft and Total Practice Partners IntegrationSuite.
- Implemented HL7 communication links between disparate EMR, Labs platforms: Quest Diagnostics and Labcorp.
- Deployed a critical HL7 communication engine for Re-sellers: Iron Comet, Matthew and Associates, and Medipro.
- Implemented communication interfaces (TCP/IP and HL7) for Lab Analyzers at Clinics and Doctors Offices which increased results reporting efficiency for patients.
FIELD SYSTEM ANALYSTS / IMPLEMENTATION TECHNICIAN
Quest Diagnostics, Inc.
03.2004 - 08.2009
- Coordinated client system implementation with cross-functional teams, sales staff, clients, and vendors to process high-level functional requirements.
- Installed Quest Diagnostics computers, printers, and software at physician offices, hospitals, and healthcare facilities to ensure operational readiness and compliance.
- Installed technical components include hardware demographic interfaces, results interfaces developed by Quest Diagnostics and 3rd party vendors (A4 Healthmatics, MISYSL, Medisoft, and Practice Partners).
- Performed information retrieval, import, export, and manipulated Quest results/medical data into HL7 format to tGen, McKesson, eClinical Works, Practice Partners, and more).
- Facilitated User Acceptance Testing for all software and product lines of Quest Diagnostics, collaborating with developers and QA team to validate functionality and user needs.
- Wrote technical specifications for the software as well as system and business requirements.
- Implementing solutions, rendered ongoing support for bridges and HL7 interfaces.
- Planned, streamlined, and developed HIPAA compliance, policies, and security regulations for all Quest Diagnostics products installed in medical facilities.
- Served as primary contact for other business units in analyzing the technical impact of business requirements and provided alternative solutions to ensure quality service as well as utmost customer satisfaction.
- Partnered with 3rd party vendors to resolve technical issues that impact the successful delivery of demographic data or clinical diagnostics results to the health care professional EMR system or manual data collection device.
- Conducted training sessions for clients on electronic prescription systems, improving understanding and usability to enhance adoption and effectiveness.
- Delivered training to clients on the Quest Diagnostics EMR system to facilitate billing and scheduling processes effectively.
Helpdesk/ Support
ERC Parts, Inc
06.2001 - 03.2004
- Resolved client issues related to POS equipment, including printers, routers, and Panasonic software, enhancing overall user satisfaction.
- Managed call queue of 50 calls per hour, ensuring timely support and effective resolution of client inquiries.
- Utilized PcAnywhere to remotely troubleshoot problems.
- Supported installers in connecting and installing Point of Sale (POS) equipment.
- Installed, configured and tested software (Panasonic, Matre-Dee, R-Power) on Dell computers in preparation for client installation by the Field Support Staff.
- Facilitated training sessions for clients on Point of Sale systems and Windows Office applications, improving user proficiency and system utilization.
- Helped clients with Data Integrity.
Education
Bachelor of Science -
DeVry Education
Atlanta, GA10-2000
Diploma - Electronics Technology
RETS ELECTRONIC INSTITUTE
Decatur, Georgia03-1998
Skills
- Customer interaction and service enhancement
- Sales strategy and reporting
- Service quality and retail compliance
- POS system management
- Inventory oversight
- EHR proficiency
- Employee onboarding and training
- Team leadership and collaboration
- Organizational and risk management
Technical Summary
Windows 95/98/XP/7/8/10, W2K, Windows NT4.0 server and workstation, Win XP, Vista, Novell NetWare v3.X, Novell GroupWise 4.X, Macintosh OS, SAP, MS-DOS, UNIX, BSD, Solaris, Terminal Server/MetaFrame, Server 2003, 2007, 2009 and Enterprise servers, Citrix, Cobol, C/C++, Visual BASIC, JAVA, HTML, SQL, Macintosh, IBM, HP, Compaq, PCs, Workstations, Servers, Printers, Scanners, Barcode Readers, Zip Drives, Hard Drives, Motherboards, Processors, RAM, HOD, NIC, Modems, SCSI-cards, Hubs, Switches, Routers, Firewall, Laptops, Conference Room Equipment, Print Servers, VM, Microsoft Office Suites 2000, VNC, Internet Explorer, Edge, PC-Anywhere, Web X, HyperTerminal, Peregrine Service Center, Chrome, Share Point, Token Ring Ethernet, TCP/IP, IPX/SPX, PPP, Frame Relay, DHCP, Netopia, Linksys Routers, Client Servers, Remote Data Access, VPN Connection
Professional Training And Certification
- MEDPLUS E-PRESCRIBING CERTIFIED
- MEDPLUS EMR (ELECTRONIC MEDICAL RECORDS) CERTIFIED
- HIPPA CERTIFIED
- QUEST DIAGNOSTICS LEAN CERTIFIED
- DEFENSIVE DRIVING CERTIFIED
Timeline
Customer Service
Publix Supermarket
10.2023 - Current
IT Specialist
Midfield City School IT Department
08.2022 - 12.2022
Application Analyst II
American Family Care
01.2022 - 07.2022
Application Support II
NaphCare
10.2013 - 01.2022
Product Support Specialist
Adecco McKesson
08.2011 - 03.2012
FIELD SYSTEM ANALYSTS / IMPLEMENTATION TECHNICIAN
Quest Diagnostics, Inc.
03.2004 - 08.2009
Helpdesk/ Support
ERC Parts, Inc
06.2001 - 03.2004
Bachelor of Science -
DeVry Education
Diploma - Electronics Technology
RETS ELECTRONIC INSTITUTE