Kendall Blackman
Stokesdale,NC
Summary
Seasoned Quality Engineer offering 12 years of Healthcare IT industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
12
12
years of professional experience
Work History
Quality Engineer
Allscripts Healthcare
04.2021 - Current
- Developed and executed test plans based on design specifications, ensuring all critical dimensions and acceptance criteria were verified throughout the SDLC.
- Improved customer satisfaction levels with timely resolution on bugs; constant validation around current functionality running functional and regression tests
- Worked closely with developers and product team to be sure acceptance criteria was well defined and made for seamless handoffs from one team to the next
- Contributed to root cause analysis to determine core reason for bugs and errors.
Senior Technical Support Consultant
Allscripts Healthcare
08.2015 - 04.2021
- Provided support to clients nationwide (hosted and non-hosted) to fix issues with their EHR application/environments
- Served as an escalation point for high-priority cases, ensuring timely resolutions and maintaining strong relationships with key clients.
- Diagnosed and troubleshot hardware, software and network issues.
- Worked as an SME on many areas of the EHR/EMR application working as a direct liaison between support and development
- Worked with clients to reproduce issues and document steps to reproduce in well lined out templates for ease of bug creation and resolution
- Regularly exceeded support performance metrics, consistently ranking among the top performers within the team.
Clinical Systems Analyst
Cornerstone Healthcare Systems
03.2012 - 08.2015
- Provided training to staff members on clinical systems usage, improving overall proficiency and reducing support requests.
- Collaborated with healthcare professionals to identify areas for clinical systems improvement, resulting in more effective patient management.
- Coordinated with vendors to address hardware or software issues promptly, minimizing potential impacts on patient care delivery.
- Served as a subject matter expert on various committees focused on improving organizational processes through technology advancements in the clinical domain.
- Led, facilitated, and attended focus groups and meetings to strategize workflow issues.
Education
Bachelor of Science - Computer And Information Sciences
Appalachian State University
Boone, NC08.2011
Skills
- Documentation And Reporting
- Quality Assurance
- Quality Engineering Tools
- Software Support
- Quality Documentation
- Technical Documentation
- MySQL
- Microsoft Windows and Office
- Problem-Solving
- Teamwork and Collaboration
Timeline
Quality Engineer
Allscripts Healthcare
04.2021 - Current
Senior Technical Support Consultant
Allscripts Healthcare
08.2015 - 04.2021
Clinical Systems Analyst
Cornerstone Healthcare Systems
03.2012 - 08.2015
Bachelor of Science - Computer And Information Sciences
Appalachian State University
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