Nick Smith

1 Year 8 Months (Current)

• Develop and Support Automated HL7 to MEDITECH Interfaces
• Support and maintain SQL databases
• Technical Expert on customer facing projects
• Update and support multiple C# Libraries
• Escalation path for support
• Develop automation enhancements for support team
• Languages used : VBSCRIPT, VB.NET , C# , SQL

4 Months

• Promoted to Manager of CDX/Payer Team
• Managed and motivated employees to be productive and engaged in work.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.

1 Year 1 Month

• Left IPeople for new opportunity at ELLKAY
• Responsible for developing and implementing internal processes related to Project Timelines and Data Acquisition
• Primary Technical Resource for all MEDITECH Migrations and Archival projects
• Manage weekly meetings with PM's to review MEDITECH related projects and make sure they are on track
• Secondary resource to Project Manage Archival Projects
• Own Data Acquisition Process and Documentation for Projects that contain Unknown Source Systems
• Train PM, Sales and dev teams on process improvements and workflow changes

6 Months

• Promoted to Director of Operations after 2 months as Manager
• Oversaw 80% of the company on a day-to-day basis from Product Delivery, Project Management, Support, and Internal Operations and Systems.
• Oversaw project to migrate our legacy JIRA System to a cloud based Azure DevOps system as well as being responsible for architecting and managing the ticketing process and flow from within Azure and integrating it with other internal systems such as Freshdesk, Teams for seamless communication between our systems
• Responsible for migrating our legacy Interface phone paging system to a modern alerting system with SMS, Voice, Conference Bridge and escalation path capabilities
• Oversaw the continued integration of this alert system into our other product suites such as Echo and Offline
• Also integrated these systems with our Customer Support Freshdesk system for seamless alerting and communication on escalated items
• Managed and Architected our Freshdesk Customer support ticketing system and portal
• Setup SLA's , Customer Experience surveys and trends
• Over saw the creation of the Freshdesk customer facing wiki allowing our customers to have a online resource for our products
• Oversaw day-to-day operations of the Support Team,Product Delivery , Integration and Project Management teams
• Ran daily standup's across each team and planned weekly iterations to ensure each week was ready to go by Monday
• Designed and implemented a simplified weekly schedule and operational cadence across the company with Planning, Review, Retro and Workshop at regular intervals throughout the week

2 Months

• Promoted from Product Owner to Operations Manager
• Over saw the creation of the Freshdesk customer facing wiki allowing our customers to have an online resource for our products
• Oversaw day-to-day operations of the Support Team, Product Delivery , Integration and Project Management teams
• Ran daily standups across each team and planned weekly iterations to ensure each week was ready to go by Monday
• Designed and implemented a simplified weekly schedule and operational cadence across the company with Planning, Review, Retro and Workshop at regular intervals throughout the week

3 Years

• Promoted from Scrum Master to Product Owner
• Product Owner for The Core development team, responsible for4 products involving data access to MEDITECH
• Work directly with end users to capture and analyze challenges to their workflow
• Prioritizes work within an agile team and maintain a backlog of future work for consideration/prioritization
• Take responsibility for the development of ongoing enhancements, create and prioritize user stories with the agile teams
• Own and drive backlog grooming and management, prioritize user stories, create acceptance criteria and drive testing and delivery
• Work with Program Management and Leadership to support new business and maximize the work of the development team

1 Year 1 Month

• Promoted from Interface Developer to Scrum Master
• Scrum Master for The Core development team
• Facilitated communication between development teams
• Schedule and maintain Scrum Ceremonies
• Primary maintainer of internal JIRA ticketing system
• Tier3 Support and Project Management resource

1 Year 11 Months

• Moved back to Vendor Integration due to resource needs.
• Primary VBSCRIPT and HL7 Developer for Internal Scrum Development Team
• Debugged complex software issues, leading to a more stable product release.
• Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
• Translated customer requirements into written use cases.
• Translated technical concepts and information into terms parties could easily comprehend.
• Established long-term relationships with key clients by providing consistent, high-quality service.

10 Months

• Promoted from Vendor Integration Specialist to Team Lead of Technical Services
• Responsible for day-to-day activities of the Technical Service department at IPeople
• Primary Technical resource for the TSA team
• Handled escalations and blockers on support tickets for team members
• Develop and support HL7 to MEDITECH interfaces with IPeople Script as well as implement new solutions using IPeople Assist with3rd Party Vendors
• Continued worked on Passport eCareNext and MEDITECH integration via IPeople Script and IPeople Direct
• Developed and maintained individual hospitals custom code base for scripting integration
• Visited client sites to ensure customer satisfaction and interface stability
• Working knowledge of MEDITECH Data Structures
• Provided24/hr client support via on call - worked as both Primary and Secondary on call contact points
• Provided screen sharing sessions and interactive support for clients
• Managed own projects and weekly client calls for eCareNext/MEDITECH Integration for multiple hospitals

1 Year 4 Months

• Promoted from Interface Programmer
• Develop and support HL7 to MEDITECH interfaces with IPeople Script as well as implement new solutions using IPeople Assist with3rd Party Vendors
• Primarily worked on Passport eCareNext and MEDITECH integration via IPeople Script and IPeople Direct (eCareNext is an insurance verification API provided by Experian Health)
• Developed and maintained individual hospitals custom code base for scripting integration
• Working knowledge of MEDITECH Data Structures
• Visited client sites to ensure customer satisfaction and interface stability
• Provided24/hr client support via on call - worked as both Primary and Secondary on call contact points
• Provided screen sharing sessions and interactive support for clients
• Managed own projects and weekly client calls for Experian eCareNext/ MEDITECH Integration for multiple hospitals

1 Year 9 Months

• Promoted from Support Specialist to Interface Programmer
• Develop, Support and Integrate HL7 to MEDITECH interfaces as well as custom upload interfaces using VB Script and IPeople Script
• Primary Developer on projects for clients- managed own project tickets and weekly client calls
• Worked with multiple IT staffs at hospitals to set up servers for new interfaces as well as other third-party vendors to integrate with the IPeople software
• Provided24/hr client support via on call - worked as Primary and Secondary contact point
• Ticketed incoming calls and issues- provide front-line support for IPeople Interfaces and Products
• Provided screen sharing troubleshooting session with clients

1 Year 8 Months

• First Career Position
• Support and Monitor HL7 to MEDITECH Interfaces as well as troubleshoot issues with IPeople Products
• Provided24/hr client support via on call - worked as Primary contact point
• Ticketed incoming calls and issues- provide front-line support for IPeople Interfaces and Products