John Paul (JP) Held
Ellicott City,MD
Summary
An effective team member with the goal of setting the highest standards of excellence, especially in the areas of teamwork, leadership, professionalism, positivity, and growth.
Overview
11
11
years of professional experience
Work History
Service Request Engineer (Remote)
Frontline Education
08.2022 - Current
- Work closely with Technical Services and Support Teams
- Investigate issues related to data and Frontline solutions for TX district clients, applying specific system expertise where appropriate
- Utilize SQL server to extract district data not available through front end solutions
- Increased levels of database access used to manipulate and update data and/or system functionality
- Maintain strong communication with various teams through JIRA ticket updates, Zendesk, Slack, etc.
Technical Support Analyst
Laerdal Labs (Formerly BLine Medical)
11.2020 - 08.2022
- Front-Line Support: Creating incredible customer experiences using troubleshooting and communications skills to ensure technical problems are analyzed, documented, and resolved
- Lead technical calls with various stakeholders explaining highly technical and complex topics in a manner that is easily understood by both technical and non-technical participants
- Investigate web application and server logs to identify, replicate, troubleshoot, and document customer problems, escalating to the Quality Assurance Team as needed
- Interaction with database using SQL to determine causes of issues, to provide data to clients, and to resolve certain conditions
- Recommend enhancements regarding product, processes, or documentation as discovered
Bar Manager
Cured/1821st
06.2019 - 12.2020
- Manager for 2 separate restaurant concepts under one roof
- In charge of: staff training, inventory, promotions, concept decisions in conjunction with ownership.
- Advisor of IT systems (Network, POS, BI/Analytics, A/V, etc.)
- Cured/1821st was awarded Best Restaurant and Bar in Howard County for 2019, winning 18 of 40 total categories
Support Technical Lead
BitTaxer
06.2018 - 07.2019
- Managed the day-to-day technical operations for a cryptocurrency tax liability startup
- Supported proprietary web application (with separate production and development environments) using IIS 10, Windows Server 2016 and a MSSQL database on a separate RDS Instance
- Used MSSQL Server to access RDS instances to validate data uploads for production clients during support incidents, during QA testing, and to troubleshoot account creation related issues or bugs
- Created and managed Support program; conceptualized and implemented Live Support and Ticketed Support models, including creating SLAs defining all support levels
Report QA Specialist, D.A.R. Team
Credible Behavioral Health Software
09.2017 - 05.2018
- Converted business requirements into technical specification for data integration and state-mandated reports
- Established and maintained professional relationships with various stakeholders (e.g., Partners, technical resources, state officials, etc.)
- Worked with software developers and partners to troubleshoot issues
- Developed application and data workflow diagrams
- Communicated priorities and status to internal stakeholders
- Interacted with our partners to understand requirements and issues
- Worked with technical team to help clarify requirements and ensure that product delivery adheres to requirements
- Collaborated with Senior Data Analysts to create test plans and test case scenarios to be used company-wide
- Assisted with identifying areas for improvement in team processes, and contributed to long-term solutions
Senior Partner Services Specialist, Reporting SME
Credible Behavioral Health Software
07.2017 - 09.2017
- Acted as the Reporting Subject Matter Expert for the Partner Services team
- Instructed Credible's Business Intelligence training courses for end-users, administrators and executives held quarterly at the Credible offices, as well as Reporting and BI demonstrations for several inter-departmental teams
- Created KPIs for the Partner Services to be used by Management for reporting daily, weekly, and monthly goals to the executive team
- Traveled to many States, where I conducted demos and consultation sessions at quarterly-held, State-hosted “user groups”
- Provided one-on-one, in-person reporting consultation and troubleshooting sessions during Credible's yearly Partner Conference
- Created and provided presentation resource material for Partner Services and Business Intelligence seminars at Credible's yearly Partner Conference
- Became a member of the Executive R&D Team, as well as the Executive Product Review team, based on work delivered and commitment shown
Partner Services Coordinator, Reporting SME
Credible Behavioral Health Software
11.2015 - 07.2017
- Provided technical support to users by researching and answering questions; troubleshooting problems; optimizing software performance
- Provided outstanding Partner Service, including timely and accurate responses, proactive partner Issue management, while handling all Partner requests in a professional, positive, and dignified manner
- Resolved Partner tickets associated with Partners in a quality fashion
- Responded to all Partner tickets within SLA & BSA timelines
- Communicated with the Partner on the progress of resolving their support ticket(s)
- Proactively contacted Partners via email and phone in support of resolving tickets
- Ensured all support and communication was logged into the Credible support system
- Actively tracked time spent while documenting and updating status within Credible's ticket tracking software for each support ticket
- Provided exemplary support and knowledge of Credible proprietary software for successful utilization and optimization for Credible Partners
- Coordinated support actions with Account Management and carried out action plans as necessary
- Coordinated across Account Management, Development, other departments as needed
- Supported software Implementation and Installation teams remotely and on-site
Project Manager
MagView Healthcare MIS
10.2014 - 11.2015
- Frequent travel – on-site visits to meet with the customer, provide training, or support a project's 'go-live'
- Document management; Ensured project documents were complete, current, and stored appropriately
- Created Training documents streamlined to fit each project
- Identified the resources needed and assigned individual responsibilities; managed the resources throughout the life of the project
- Managed day-to-day operational aspects of the project and scope
- Reviewed all deliverables prepared by the assigned team before passing on to the client
- Made sure to minimize and manage project risks
- Conducted training courses at the facility for the end user, or via webinar sessions
- Software development; Designed each software implementation to cater to the needs of the customer
Tier 2 Support Specialist
MagView Healthcare MIS
06.2013 - 10.2014
- Reviewed, analyzed and resolved escalated support issues, related to proprietary Mammography Information Systems software, as well as peripheral equipment, using a variety of methods and diagnostic tools
- Worked closely with team members to meet or exceed all customer service requirements
- Managed customers' expectations and experience to a high degree of customer satisfaction
- Served as the company's SME in MagView's Patient Navigation Module
- Created documentation that empowered and enabled user community
- Enthusiastically conducted job-related training
- Defined and documented technical best practices
Education
IT/IS
University of Phoenix
05.2013
Skills
- Product Specialist/Subject Matter Expert at three previous positions
- Adept at quickly understanding web-based and proprietary software applications
- Very seasoned at presenting and speaking publicly: Regular leader of team/company meetings, seminars, and webinars, with participant counts ranging from 5 to 200
- Able to break down complex subject matter into easily digestible and understandable terms for both colleagues and customers
- Experienced review and refinement of Technical Support and IT Operations processes
- MySQL/MSSQL: Database querying, data manipulation, query reporting
- Windows XP - Current O/S: Installation, troubleshooting
- MS Server 2008-2016: Dev Web Environment Building, IIS config, SSL Certificate installation/mgmt
- Web Servers: IIS10 configuration & troubleshooting
- Cloud Servers: Amazon AWS (EC2 Instances, RDS Instances, S3, Security Groups, Auto-Scaling Groups, Cloudwatch Support)
- MS Office Products (Outlook, Excel, Word, PowerPoint, OneNote, etc)
- HL7 EHR Interfaces: Technical Support, QA/Development Testing
- Atlassian (Confluence/Jira) Admin: Knowledge Base creation and management, Scrum management assistance
- Slack Admin: User management, Channel creation/management, Role management, etc
Timeline
Service Request Engineer (Remote)
Frontline Education
08.2022 - Current
Technical Support Analyst
Laerdal Labs (Formerly BLine Medical)
11.2020 - 08.2022
Bar Manager
Cured/1821st
06.2019 - 12.2020
Support Technical Lead
BitTaxer
06.2018 - 07.2019
Report QA Specialist, D.A.R. Team
Credible Behavioral Health Software
09.2017 - 05.2018
Senior Partner Services Specialist, Reporting SME
Credible Behavioral Health Software
07.2017 - 09.2017
Partner Services Coordinator, Reporting SME
Credible Behavioral Health Software
11.2015 - 07.2017
Project Manager
MagView Healthcare MIS
10.2014 - 11.2015
Tier 2 Support Specialist
MagView Healthcare MIS
06.2013 - 10.2014
IT/IS
University of Phoenix
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