Michael ONeil
South Dartmouth,MA
Summary
Competent Product Specialist with more than 23 years of experience working in customer service. Skilled in customer relations and skilled nursing software programs. Proficient in client facing interfaces for pharmacy medications, lab/radiology orders and results as well as other resident pertinent information interfaces. Ability to work well with both third party vendors and company clients.
Overview
23
23
years of professional experience
Work History
Product Specialist, Senior Living
Yardi Systems, Inc
03.2020 - Current
- Collaborated with cross-functional teams to streamline product development processes.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers.
- Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations.
- Improved overall user experience by collaborating with UX/UI designers on intuitive interface designs.
- Effectively resolved any potential issues or roadblocks during the development process by maintaining clear communication channels among all relevant departments.
- Continually expanded knowledge of pharmacy, lab, radiology and other interfaces product line.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Software Support Engineer/Product Specialist
Optimus EMR/Yardi Systems, Inc
06.2013 - 03.2020
- Enhanced customer satisfaction by promptly resolving software issues and providing professional support.
- Streamlined workflow processes for increased efficiency by implementing new troubleshooting techniques.
- Reduced software downtime by proactively identifying potential issues and providing preventive maintenance solutions.
- Improved team productivity with consistent communication, collaboration, and knowledge sharing among peers.
- Collaborated with development teams to provide valuable feedback for software improvements and bug fixes.
- Increased ticket resolution speed by creating a comprehensive knowledge base of common issues and solutions.
- Provided clear and concise documentation of technical issues to facilitate efficient handoffs between support tiers.
- Expedited issue resolution times with thorough testing and analysis of reported bugs before escalating to the development team.
- Achieved high customer satisfaction ratings by consistently meeting or exceeding client expectations for service quality and responsiveness.
- Provided initial support on software tickets submitted for Optimus EMR, maintaining resolution rate of 98%.
- Connected to computer of client using remote link to install programs and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Provided after hours support to skilled nursing client users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Software Engineer
Optimus EMR
10.2000 - 06.2013
- Improved software performance by identifying and resolving bottlenecks in the code.
- Collaborated with cross-functional teams to deliver high-quality software products on schedule.
- Optimized algorithms for faster processing, reducing overall computation time.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Streamlined development processes to increase efficiency and reduce production time.
- Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.
- Provided technical guidance to junior developers, fostering a positive team environment and promoting professional growth.
- Established efficient communication channels within the team, leading to better collaboration among members during project development phases.
- Conducted thorough code reviews to identify potential areas for improvement, ultimately enhancing code quality across all projects handled by the team.
- Developed reusable components that significantly reduced development effort on multiple projects.
- Championed best practices in coding standards within the team, fostering a culture of consistency and excellence across all projects.
- Updated old code bases to modern development standards, improving functionality.
- Integrated third-party tools and components into applications.
- Developed robust, scalable, modular and API-centric infrastructures.
- Designed enhancements and updates for subsystems of end-user applications software running on local, networked and Internet-based platforms.
- Represented software applications engineering team during large and complex development projects.
- Corrected, modified and upgraded software to improve performance.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
- Designed and developed forward-thinking systems that meet user needs and improve productivity.
- Tuned systems to boost performance.
Education
No Degree - Political Science
University of Missouri, Columbia
ColumbiaNo Degree - Computer Science And Programming
Bristol Community College
Fall River, MASkills
- High Technical Skills
- Outstanding Interpersonal Skills
- Product Development
- Customer Engagement
- Product Knowledge
- Online Chat Support
- Help Desk Support
- Application Support
- User Support
- Technical Troubleshooting
- Customer Service
- Technical Documentation
- Software Diagnosis
Languages
Spanish
Limited Working
Timeline
Product Specialist, Senior Living
Yardi Systems, Inc
03.2020 - Current
Software Support Engineer/Product Specialist
Optimus EMR/Yardi Systems, Inc
06.2013 - 03.2020
Software Engineer
Optimus EMR
10.2000 - 06.2013
No Degree - Political Science
University of Missouri, Columbia
No Degree - Computer Science And Programming
Bristol Community College
Similar Profiles
AHMED AHMEDAHMED AHMED
Senior Technical Account Manager at Yardi Systems, IncSenior Technical Account Manager at Yardi Systems, Inc
Richard TrujilloRichard Trujillo
Senior Technical Account Manager at Yardi Systems - Facilities Management - Client ServicesSenior Technical Account Manager at Yardi Systems - Facilities Management - Client Services
Matthew de la RosaMatthew de la Rosa
Software Development Engineer at Yardi SystemsSoftware Development Engineer at Yardi Systems
Lisa LitosLisa Litos
President at Refried ApparelPresident at Refried Apparel
Jack JedreyJack Jedrey
Landscape Designer at Morgado's Landscape and NurseryLandscape Designer at Morgado's Landscape and Nursery