Teresa A. Johnston
Newton,USA
Summary
Technically-savvy and team-oriented professional with extensive practical experience establishing and managing advanced telecommunication systems and technologies, coupled with designing and delivering support solutions using specific industry knowledge and expertise. Skilled at leading project teams through a regular system of contract reviews to identify and manage risks, monitor operational performance against the agreed timescales, and instigate corrective action where appropriate.
Professional service engineer bringing solid track record in diagnostics, troubleshooting, and system maintenance. Known for strong collaboration, adaptability, and delivering reliable results. Skilled in technical problem-solving, customer service, and process optimization. Valued for clear communication, efficiency, and proactive approach to evolving challenges. Highly team-oriented and adaptable, with strong problem-solving abilities and commitment to achieving operational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Service Engineer II
Microsoft Nuance
01.2021 - Current
- As Senior Service Engineer, in general, provides technical support and expertise to customers, often on-site, focusing on troubleshooting, installation, and maintenance of Powerscribe products, while also potentially contributing to proactive business improvements for all Power scribe Applications for Dragon Medical, Primordial, Follow up Manager, Lung Cancer Screening, and Workflow Orchestrator.
- Implemented VMware servers and managed Windows Server 2016 and SQL Server 2016 environments.
- Exposure to NOC ticketing tools – Jira, Remedy, Salesforce etc.
- Developed and executed custom SQL scripts to extract data from SQL databases for customer query reports, fulfilling specific client requirements.
- Delivered technical assistance via chat, phone, email, and remote access, ensuring efficient issue resolution
- Collaborated with internal teams to resolve complex issues and ensure seamless software functionality.
- Working experience in supporting and troubleshooting large scale hosted and / or cloud based distributed systems covering application layer, platform, OS, and infrastructure layers.
- Created and maintained technical documentation, including troubleshooting guides and knowledge base articles.
Database Conversion Specialist
GE Healthcare
01.2018 - 01.2021
- Diagnostic Cardiology Database Conversions Specialist are an integral part of a specialized professional services team responsible for performing customer patient data conversions and reconfigurations services for the MUSE Cardiology Information Systems product line
- Coordinate, plan, test, and install MUSE data conversion projects for equipment installations as assigned
- Act as a primary data conversions specialist for a Local Customer Team (LCT) and region of the United States
- Have complete ownership of the data conversions implementation plan and testing requirements working with customer and project management to coordinate and plan effectively to meet the overall project and customer timeline requirements
- Maintain effective communication on project status with Customer and relevant internal teams
- GE MUSE ECG Data Management System architecture, configuration, installation, troubleshooting, functionality, customer clinical use and workflow knowledge
- Experience in HL7 interfaces on Clinical Care Gateways running Clover leaf application
- SQL database development and management experience and familiarity with regular expressions and with SQL language, searching, syntax, and command line queries
- Experience with medical product validation and verification processes including test plan development, process documentation, and requirements writing
- Experience in Windows 2008-2023 Servers, Linux Servers, and VM Ware
Software Technical Support Engineer
GE Healthcare
01.2014 - 01.2018
- Devise productive strategies, analyzing tactical needs, managing software life cycle in close collaboration with software development team, and delivering technical guidance and support as needed
- Leverage exceptional interpersonal skills and deliver proactive remote and on-site technical support for the configuration and establishment of healthcare IT infrastructure
- Develop and amend comprehensive measures to coordinate field-based technical training and assist in the utilization of remote diagnostic troubleshooting tools and processes
- Evaluate and communicate strategic priorities as well as integrate initiatives into key deliverables by procuring requirements primarily for software products and services, including software licenses, subscriptions, and maintenance
- Keep abreast of new technologies/methodologies that reduce the cost of developing/maintaining systems, while also provide input to software engineering manpower along with planning/scheduling activities in support of estimating responsibilities
- Utilized acquired technical experience aimed at optimizing capacity and effectiveness of solutions applications, web applications, and Microsoft suite of products in accordance with set requirements
- Streamlined execution, visibility, and performance by tracking and employing field process improvement initiatives and facilitating seamless management of pre-PM work, PM cycle time, and remote TTR work
- Collaborate with a database conversion team for Epic & Meditech Electronic Medical Record systems, encompassing merging, syncing, and importing and exporting data
PACS Field Engineer
GE Healthcare
01.2005 - 01.2014
- Employed best practices and strategic roadmaps to prioritize, align, and integrate the installation and maintenance process of Picture Archive Communications Systems equipment and Centricity PACS Software in a timely manner
- Delivered guidelines and technical support in the administration of on-site installation of Linux and Windows Server 2016 for Digital Image Repositories all over Northern Ontario
- Enhanced customer satisfaction and met/exceeded service excellence by timely installing and configuring network operating systems, maintaining server and devices, and identifying/mitigating issues pertaining to client’s equipment
- Compiled and drafted repair parts inventory along with monitoring/coordinating proper cycle counts in a timely manner
- Encouraged the development of staff and customers’ communication, coupled with conducting root cause analysis with an ambition to swiftly analyze and resolve all complications and enhance client retention, loyalty, and satisfaction
- Performed detailed system/equipment installations while training numerous operators within guidelines and objectives and simultaneously improving optimal customer satisfaction standards
- Conducted site surveys and accordingly developed equipment modification and repair recommendations with minimum parts costs which resulted in increasing equipment reliability
Education
Master’s degree - Information Technology Project Management
GRANTHAM UNIVERSITY
Kansas City, MOBachelor of Arts (BA) - Computer Science
DEVRY UNIVERSITY
Chicago, ILSkills
- End-to-End Project Management
- System Configuration Management
- System Migrations & Integrations
- Database Operations
- Telecom Network Development
- Vendor & Personnel Coordination
- Team Building & Leadership
- Product Reengineering
- Technical Support Management
- Server Administration
- Issues Identification & Resolution
- Data & Requirement Analysis
- Technical Solutions Specialist
- Experienced with Microsoft Office 365 Tools
- Windows Server Administration
- Windows Operating System Expertise
- Solaris
- Citrix
- Linux
- VMware Infrastructure Management
- Network Infrastructure Management
- Wireless Networks
- VPN
- Data Recovery
- PC Peripherals
- Outlook
- Proficient in Cisco Routers
- Cisco 8600 MGX/BPX ATM Switch
- Database Querying
- Network configuration
- Maintenance planning
- Telecommute Support Services
- Field Service Expertise
- Hardware installation
- Remote support
- Field service experience
Certification
- Microsoft Certified Systems Engineer (MCSE)
- Certified Novell Administrator (CNA)
- A+ and Network+ Certified
- Cisco Certified Network Administrator (CCNA)
- Certified HP ProLiant Server
- Certified BICSI Level I Technician
- CompTIA Certified Security+
Timeline
Senior Service Engineer II
Microsoft Nuance
01.2021 - Current
Database Conversion Specialist
GE Healthcare
01.2018 - 01.2021
Software Technical Support Engineer
GE Healthcare
01.2014 - 01.2018
PACS Field Engineer
GE Healthcare
01.2005 - 01.2014
Bachelor of Arts (BA) - Computer Science
DEVRY UNIVERSITY
Master’s degree - Information Technology Project Management
GRANTHAM UNIVERSITY
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