Nick Lloyd
Burlington,United States
Summary
Results-driven software support engineer with 16 years of experience specializing in Linux systems, Caché application development, and SQL database management. Strong analytical skills with a history of implementing effective solutions that improve system performance and customer satisfaction. Adept at creating software solutions tailored to client specifications.
Currently focused on medical coding, with AHIMA Certified Coding Associate course completion and certification test set for May 2026.
Overview
21
21
years of professional experience
Work History
Software Support Engineer/Capability Manager
Optum
Eden Prairie, MN
08.2008 - 02.2025
- Supported a healthcare data warehouse solution through multiple versions for over 15 years.
- Provided exceptional customer service to over 70 hospitals and healthcare providers across the country.
- Played a key role in a team that delivered a software enhancement ahead of schedule, resulting in an increase in system efficiency.
- Assisted in developing and deploying updates for corporate systems, providing off-hour support as needed.
- Collaborated with clients to identify specific requirements for custom coding solutions.
- Worked closely with internal teams (e.g., engineering, product development, and customer support) to address issues, optimize performance, and ensure successful deployment and support.
- Supported a healthcare data warehouse solution through multiple versions for over 15 years.
- Provided technical support and subject-matter expertise to customers for platform-related issues, ensuring timely resolution of incidents and service requests.
- Provided data gathering and reporting solutions for 5 key projects, ensuring accurate data was available for decision-making.
- Coordinated with development teams on 10 major projects to implement testing and deployment plans, ensuring timely project completion.
QA Engineer
Mastercard/iBridge Solutions LLC
O'Fallon, MO
03.2007 - 05.2008
- Executed black box and system integration testing for Data Warehouse programs, ensuring quality and reliability.
- Developed test plans and test cases using Quality Center and Word to support systematic testing.
- Coordinated testing activities with off-shore consultants to align efforts and enhance collaboration.
QA Engineer
Edmunds
Santa Monica, CA
05.2006 - 02.2007
- Executed black box and system integration testing for Business-to-Business data loading, ensuring data accuracy and system reliability.
- Tested entire data load process from update requests to web service calls using a combination of SQL queries, web service calls and logging verification.
- Developed comprehensive test plans and test cases using TestDirector, Word, and Excel to systematically validate software functionality.
- Performed relational database testing by creating SQL queries and verifying data.
- Supported and updated internal PERL tools to enhance functionality.
QA Engineer
Casestack Inc.
Santa Monica, CA
02.2004 - 05.2006
- Verified and tested code between website and multiple databases using MS Enterprise Manager and Query Analyzer to ensure data integrity.
- Performed performance testing of SQL Queries using MS Query Analyzer.
- Reviewed and validated code from off-shore developers, ensuring adherence to quality assurance standards.
- Designed and tested project enabling internal updates through automatic shipment tracking, enhancing system responsiveness.
- Designed and tested project that automatically updated system with available documents online.
Education
Bachelor of Science - Computer Science
University of California
Santa Barbara, United States12-2001
Skills
- Application support
- Software troubleshooting
- Incident resolution
- Database management
- Performance analysis
- Custom coding
- SQL
- Caché
- MUMPS
- CSP
- NET Framework
- Java
- Client engagement strategies
- Quality assurance
- Technical documentation
- User acceptance testing
- Effective communication
- Problem solving
- Attention to detail
- Customer relationship management
Accomplishments
- Lead Software Application Support, Sole support for complex customer software issues, achieving a 100% customer satisfaction rating, exceeding the goal of 90% client satisfaction.
- Excellence in Customer Satisfaction, Played a pivotal role in helping the team to achieve a NPS score of 100, exceeding the expectation of a goal of 75.
Hobbies and Interests
- Solution Oriented Trouble Shooting
- Positive Client Interactions and Outcomes
Timeline
Software Support Engineer/Capability Manager
Optum
08.2008 - 02.2025
QA Engineer
Mastercard/iBridge Solutions LLC
03.2007 - 05.2008
QA Engineer
Edmunds
05.2006 - 02.2007
QA Engineer
Casestack Inc.
02.2004 - 05.2006
Bachelor of Science - Computer Science
University of California