Scott McLean

Supervised a team of 8 people whose responsibilities were to QA test all hardware and software, whether new initiatives or enhancements/upgrades, that were presented to us prior to its implementation in our production environment.

Responsible for communication with upper management and stakeholders, including other departments, divisions, vendors, and co-op members to ensure accurate and thorough two-way information sharing.

Create and maintain a QA Lab of equipment used for accurate testing.

Assign and track testing efforts of the department to ensure completion in a timely and accurate manner. Also heavily involved in testing as well. Areas of testing responsibility include:

• Point of Sale, including testing of ACE and TCxPay software, registers, PIN Pads, and self-checkout terminals.
• Hardware and software for 5,800+ desktop PCs (WIN10 and WIN11), and various peripherals. Responsible for keeping an ever-changing PC image up to date.
• Some experience with Active Directory and group policy.
• Implementation of software via Ivanti LanDesk for pilots and rollouts.
• Remote troubleshooting with both LanDesk and Remote Desktop.
• McKesson Enterprise RX software.
• CSOS software
• Controlled Substance Reporting for the NY State DOH.
• Balance Innovations VeriBalance software.
• Random weight scale management.
• Network testing for switches, access points, ZScaler internet access, and various SSIDs to validate proper connection permissions based on usage need.
• In-house application testing.
• Various handheld devices, tablets, and kiosks.
• Lexmark laser printers.

Creation and continual updating of test scripts.

Archival of completed test scripts with notes for reference.

Creation of documentation for end users, as well as for support personnel.

Clarizen experience.

JIRA experience.

Responsible for the project management of multiple different initiatives from initiation through planning, testing, implementation, support, and documentation.

Main resource for conversion from PDX to McKesson Enterprise RX in approximately 250 retail pharmacies.

Create and conduct performance reviews for the team.

Create PTO and on-call schedules for the team.

Off-hours contact for any issues that team members encounter.

Ran regular staff meetings to ensure the team was all on the same page.

Third-level support for many application and hardware issues.

On-call support rotation.

Interviewed prospective candidates for positions on the team.

- All responsibilities of Help Desk Agent, plus:

• Supervise a team of agents, up to 16 people, on a daily basis.
• Assigned tasks and monitored performance of Help Desk personnel to ensure quality service delivery.
• Resolved escalated technical issues from customers in a timely manner using remote access tools or onsite visits as needed.
• 24 X 7 on-call coverage on a rotational basis.
• Create the department work schedule for a 20-person department with 24 X 7 hours of operation.
• Ensure effective communication between the help desk and stakeholders, consisting of members, retail store associates, vendors, other departments, and upper management.
• Provide guidance, assistance, and escalation to other team members.
• Analyzed trends in customer queries for identifying potential areas of improvement in services offered by the Help Desk team.
• Creation of documentation and training materials.
• Created knowledge base articles for common technical problems encountered by customers.
• Interview prospective candidates for positions in the department.
• Train new help desk agents.
• PowerPoint presentations to membership and executive staff, as well as management, reporting on metrics and reasoning behind the statistics, as well as plans to address potential trouble areas.
• CISD 2009 Associate Survey Coordinator.

• Support Wakefern's corporate offices, warehouses, members, and stores with hardware, software, and network issues.
• Support included the following hardware: routers, access points, switches, handheld devices, registers, scanner scales, register printers, pin pads, self-checkout lanes, Lexmark printers, RS6000, IBM controllers, P-520 servers, IVR and HIPAA equipment, UPSs, telephone equipment, and various models of laptops and PCs with Windows OS.
• Support also included the following software/applications: Kronos, Oracle, PeopleSoft, Supermarket Application, ACE, CGO, DSD, Rapid, PDX, Signs and Labels, SPA, Reduction Label, Deploy, Rain checks, Price Plus, Cisco VPN, My Web Grocer, Plum, Lotus Notes, and the installation of many different applications on PCs.
• Handle a very heavy call, email, and walk-up volume with a focus on first-call resolution.
• Log incidents through the ticketing system and monitor incidents to completion, with end user follow-up.

Transmit, monitor to completion, and evaluate failures with the daily data flow between stores and host systems through UNIX-based servers.

Critical, rigid time frames met.

Failure to meet time table can cause labor issues with warehouses, late deliveries to stores, and/or host system reporting problems.

Initiate and monitor all aspects of CAO (Computer Assisted Ordering) remote nightly processing.

Provide first-level hardware support for stores.

Coordinate, schedule, and track preventative maintenance on equipment.

Proficient in the following hardware and software applications:

• RS6000 servers
• IBM and Dell desktops (Windows 98 or higher OS)
• IBM and Lexmark printers
• LAN network switches and routers
• UNIX/AIX applications
• Vericash
• Pharmacy PDX & IVR
• Verifones for electronic payment and signature capture
• ACE software for POS, bookkeeping and price integrity
• Lotus Notes
• Store Vision security software
• COMTEC hardware and software
• Telxon handheld units.

Provided first level technical and troubleshooting support to all pharmacies for all pharmacy software and related interface applications.

Maintained host drug file, including drug additions; maintaining retail pricing; monitoring gross profit; and drug DC dates.

Created, sent, and monitored to completion maintenance jobs sent from host to retail.

Created and implemented testing documentation ahead of version upgrades.

Assisted in the creation of a technical documentation manual for retail pharmacies and support personnel.

Assisted and supported all pharmacies with prescription processing, adjudication of real-time insurance, and coordination of benefit (COB) claims.

Monitored daily claims activity and liaised with A/P to troubleshoot payment or reimbursement discrepancies.

Processed subpoena requests and insurance audit requests.

Ensured accurate and timely transmission of files to business partners and legal agencies.

Maintained and serviced 125+ pharmacy printer fleet.

Implemented the rollout of PDX software throughout Pathmark pharmacies.

• Trained pharmacists and pharmacy technicians on PDX software in the classroom and during go-live in-store.
• Provided technical support throughout the rollout.

Held positions with Pathmark, starting as a cashier, followed by customer service representative, assistant bookkeeper, and pharmacy technician.