Summary
Work History
Skills
Accomplishments
Work Availability
Software
Education
Quote
Timeline
SalesAssociate

Lori Black

Customer Support Engineer (Healthcare)
Billings,MT

Summary

Over 35 years of healthcare IT experience in virtually all aspects of software design, support, development, testing and implementation.

Responsible for analyzing and troubleshooting software issues at the application and database level, providing software and technical expertise, and high quality solutions.

Proven problem solving leadership, issue management, with effective interpersonal skills. Dependable and self-motivated, with a results-driven attitude focusing on customer satisfaction and product quality

Work History

Customer Support Engineer- DataBridge

GE Digital Healthcare
Billings, MT
08.2018 - 12.2020
  • Member of the Databridge deployment team, provided product resource and functional testing knowledge to engineers
  • Led efforts for functional testing and reported errors /defects to engineering.
  • Led effort for regression testing on new released software changes.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

Customer Support Engineer- Dosewatch

GE Healthcare
Billings, MT
01.2018 - 12.2020
  • Answered calls and emails at help desk to assist customers with basic/advanced support, bug fixes and configuration issues. - DoseWatch Monitoring system.
  • Created knowledge articles for DoseWatch product to reduce time to resolve customer issues.
  • Engaged Field engineers to ensure DICOM/XML messages were sent into the application successfully. Troubleshooted device connectivity issues with Field Engineers.
  • Partnered with DoseWatch engineering team in France to resolve customer issues in timely manner.
  • Devloped application feedback to Product manager to improve the product. .
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

Customer Support Engineer - DoseWatch Explore

GE
Billings, MT
01.2018 - 12.2020
  • Answered calls and emails to assist customers with support , device issues and and configuration issues.
  • Partnered with GE field engineers to resolve connectivity device issues.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

Principle Software Support Analyst Clinical/Pham.

GE Healthcare
Billings, MT
01.2004 - 12.2020
  • Knowledgeable in the areas of clinical applications ( Pharmacy, Orders and Bar code Med Charting), CPOE workflows
  • Expertise in design, support and implementation of HL7 Interfaces.
  • Led customers on system configuration, installation, and resolution of issues.
  • Delivered technical analysis, project management, training, documentation, clinical workflow analysis, and all levels of testing.
  • Responsible for leading process improvement efforts (Lean, Six Sigma, Agile)
  • Serve as point of escalation for off-hours/critical issues
    Software/technical expert from both a system and functional perspective.
  • Succeeded in achieving defined goals and delivering software and technical expertise and high quality solutions on all issues relating to the product
  • Achieved defined goals and delivered software and technical expertise and high quality solutions on all issues relating to the product.
  • Assisted in product design, development and testing functional changes within the product to clients.

Interface Support Analyst

GE Healthcare
Billings, MT
07.1999 - 12.2020
  • Supported over 15 types of interfaces. for Lastword and Centricity Enterprise - Interfaces include ADT, Medical Records, Charges, Orders, Radiology, and Medication Dispensing. \
  • Delivered technical analysis, project management, training, documentation, clinical workflow analysis, and all levels of testing.
  • Analyzed interface issues and integration for customers. Defined the issues as needed to engineering for coding.
  • Assisted in product design, development and testing functional changes within the product to clients
  • Facilitated the deliver of the fixes to customers.
  • Serveed as point of escalation for off-hours/critical issues
    Software/technical expert from both a system and functional perspective.
  • Succeeded in achieving defined goals and delivering software and technical expertise and high quality solutions on all issues relating to the product

Computer Operator/Supervisor

St Vincent Hospital
Billings, MT
01.1985 - 05.1999
  • Led and administrated data recovery and production job schedule environments.
  • Performed continuous analysis of backups, production jobs system monitors for following IT systems, Sunquest, Clinicom (nursing documentation system) , Mckesson (EMR)
  • Monitored and implemented interfaces across all systems.
  • ISupported the interface Engine monitoring and configuration changes.
  • Ensure operation of equipment by completing preventive maintenance requirements and tests and following manufacturer’s instructions.
  • Maintain operations by monitoring error and stoppage messages, observing peripheral equipment, and making adjustments in the process
  • Provided project support to IT software engineers.
  • Changed and replaced backup tapes regularly and performed detailed server backups.
  • Cross-checked data backups to verify integrity and consistency of duplication measures and storage protocols.
  • Manage, mentor and develop a team of 4 computer operators
  • Provide budget requests to IT manager..

Data Entry & Keypunch Operagtor

Saint Vincent Hospital
Billings, MT
12.1979 - 12.1985
  • Entered client information into databases quickly and with minimal errors.
  • Ran batch reports.

Skills

Independent worker

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Accomplishments

  • GE Management award for 2007 SCP Certification Project (Service Training)
  • Promoted to Lead Interface Support analyst (2004)
  • Promoted to Principle Support Analyst (2010)
  • Led the testing effort for the data archive project for large clinical enterprise product high profile customers, which involved demonstrating the product.
  • Received Above & Beyond award for testing efforts.
  • Chaired a team of experts in the Centricity Enterprise product in the area of Meaningful Use.
  • Chaired a team of experts for Enterprise Orders to ensure customer expectation for the product was met.
  • Oversaw the effort of implementing a L1 Support team for the DoseWatch product.
  • Oversaw the implementation of Knowledge base system for the DoseWatch product.
  • Performed Quarterly Reviews for Xray Quality Dashboard.
  • Prepared Siemens/Canon device data for the Xray Quality database .
  • Liaison between clinical team and engineering to facilitate feedback for reported defects.
  • Investigated software defects and provided design changes.
  • Developed and implemented test plans for reported software changes.
  • Operated function and regression testing plans.
  • Participated and completed GE Agile class.
  • Liaison between clinical support team and engineering for Centricity Enterprise EMR.
  • Created design document changes for software defects for engineering.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

MS Excel

MS Word

MS PowerPoint

IBM Tools - Clearquest

Vantive

Siebel

Service Cloud (SalesForce)

Jira

Confluence

VISD (screen tailoring)

Education

Management Information Systems

MSU-B
Billings,Mt

Quote

The hardest thing to learn in life is which bridge to cross and which to burn.
David Russell

Timeline

Customer Support Engineer- DataBridge

GE Digital Healthcare
08.2018 - 12.2020

Customer Support Engineer- Dosewatch

GE Healthcare
01.2018 - 12.2020

Customer Support Engineer - DoseWatch Explore

GE
01.2018 - 12.2020

Principle Software Support Analyst Clinical/Pham.

GE Healthcare
01.2004 - 12.2020

Interface Support Analyst

GE Healthcare
07.1999 - 12.2020

Computer Operator/Supervisor

St Vincent Hospital
01.1985 - 05.1999

Data Entry & Keypunch Operagtor

Saint Vincent Hospital
12.1979 - 12.1985

Management Information Systems

MSU-B

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Lori BlackCustomer Support Engineer (Healthcare)