Paul Sutherland
Orlando,FL
Summary
Healthcare IT and Technical Support professional with extensive experience in clinical application support and training for healthcare teams. Proficient in resolving technical issues and optimizing workflows while enhancing user competency through tailored training programs.
Overview
22
22
years of professional experience
Work History
Medical Software Support Analyst & Trainer
Sutherland Software Consulting
Orlando, FL
01.2009 - Current
- Provide technical support and training for healthcare professionals using clinical and electronic medical record applications, including Cerner, Eclipsys, and Allscripts.
- Train physicians, nurses, physician extenders, ancillary staff, and other healthcare professionals on clinical applications and workflows.
- Diagnosed application, workflow, and technical issues, delivering resolutions or escalating complex issues to ensure minimal disruption to clinical operations.
- Assess training and support needs and develop programs designed to improve staff competency, system adoption, and overall performance.
- Design and implement engaging, interactive learning opportunities tailored to different levels of technical proficiency.
- Support application implementations, system changes, and workflow initiatives by providing education and technical guidance.
- Evaluate training outcomes, identifying opportunities to enhance instructional effectiveness and increase user competency.
Remote Technical Service Desk Agent
Stoltenberg Consulting
Remote
08.2020 - 09.2022
- Provided remote technical support for software, operating system, application, and basic hardware issues across Windows and macOS environments.
- Diagnosed technical issues and guided users through clear, step-by-step troubleshooting and resolution processes.
- Managed and prioritized support requests, consistently meeting service-level and customer service expectations.
- Resolved account and access-related issues, providing Active Directory support to maintain user access and security.
- Documented incidents and resolutions in ServiceNow to ensure accurate tracking and knowledge sharing.
- Followed up on open tickets to verify successful resolution and user satisfaction.
- Escalated complex technical, networking, and infrastructure issues to appropriate support teams.
- Maintained current knowledge of technology, troubleshooting techniques, and IT service-management best practices.
- Demonstrated strong independence, accountability, organization, and time management in a remote support environment.
Supply Chain Analyst / Trainer
Adventist Health System
Orlando, FL
01.2015 - 01.2016
- Analyzed supply chain processes and supported application functionality to ensure alignment with operational needs.
- Facilitated build, implementation, testing, training, evaluation, and maintenance of PeopleSoft for healthcare supply chain workflows.
- Performed software functionality testing to validate system performance and workflow requirements.
- Designed and delivered instructor-led training for multiple departments throughout Adventist Health System.
- Developed training materials using the Oracle User Productivity Kit (UPK).
- Engaged with business and technical stakeholders to enhance system implementation and promote end-user adoption.
- Delivered ongoing application support, troubleshooting, and user education to optimize user experience.
Physician Liaison
Florida Hospital
Orlando, FL
01.2007 - 01.2008
- Facilitated communication between physicians, office staff, clinical teams, and technical support resources.
- Educated physicians, office managers, and healthcare staff on Cerner PowerChart and clinical applications to enhance user proficiency and patient care.
- Trained physician office staff on the Cypress EMR system across multiple facilities.
- Provided technical support and application assistance to more than 100 physician offices throughout Central Florida.
- Delivered comprehensive support via on-site visits, phone, teleconference, and email, ensuring timely resolution of issues for physicians and office personnel.
- Assisted with installation, configuration, and utilization of software and business applications to streamline operations for healthcare teams.
- Managed user access for physician office staff within the Cypress EMR environment.
- Participated in the planning and implementation of Cerner PowerChart and Inbox rollouts across seven hospital campuses.
M.I.S. Help Desk Technician
Florida Hospital
Orlando, FL
01.2005 - 01.2007
- Provided professional, courteous, and timely technical support to healthcare users through telephone and email channels.
- Troubleshot software, application, access, and technical issues and identified appropriate resolutions.
- Supported and maintained over 50 healthcare and business applications, ensuring optimal functionality for users.
- Collaborated with IT teams to troubleshoot complex issues, facilitating timely resolutions and effective escalation.
- Researched technical documentation and applied established troubleshooting procedures to resolve user issues.
- Advised users regarding system access, purchasing procedures, and available technical resources.
- Documented incidents, troubleshooting steps, and outcomes to enhance knowledge sharing and improve future support efforts.
- Maintained a strong understanding of the healthcare IT environment and supported users in a fast-paced clinical setting.
Skills
- Healthcare IT
- Cerner (Oracle)
- Epic
- Allscripts
- Clinical Workflow Optimization
- Clinical Application Support
- Application Support
- Application Troubleshooting
- Remote Technical Support
- Desktop support
- Instructor-Led Training
- Training Development
- Software Testing & Troubleshooting
- Application Implementation
- Software & Hardware Installation
- User Access & Account Management
- ServiceNow & Ticket Management
- Healthcare Applications
- Healthcare Operations
- Clinical Operations
- Networking
- Issue Escalation
- Problem Solving
- Analytical Skills
- Documentation
- Technical Writing
- Interpersonal communication
- Staff Development
- Workflow training
- Training development
- Technical Communication
- Documentation
Timeline
Remote Technical Service Desk Agent
Stoltenberg Consulting
08.2020 - 09.2022
Supply Chain Analyst / Trainer
Adventist Health System
01.2015 - 01.2016
Medical Software Support Analyst & Trainer
Sutherland Software Consulting
01.2009 - Current
Physician Liaison
Florida Hospital
01.2007 - 01.2008
M.I.S. Help Desk Technician
Florida Hospital
01.2005 - 01.2007