Customer Service Engineer

**** **** ******** 361-***-**** or (***)***-

Corpus Christi, Texas 78413 3540

********@*******.***

Albert Pina

Summary of Work Began at entry level in 1997 and worked over the next 16 years reaching a

Experience Senior/ Lead support position with an outstanding track record.

• Strong understanding of core Microsoft technologies

Technical

Skills Summary including Windows 2003 Server, Active Directory, basic core

network concepts, and excellent troubleshooting skills.

Experience with AIX, VMS, Citrix Metaframe CPS 4.0. Over

10 years PACS experience, and 6 years Cerner Millennium

experience. Experienced in working with switches, routers,

and firewalls. Familiar with OPAS/ Remedy.

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Functional Skills Strong analytical, problem solving, multi-tasking, and time

Summary management skills in a broad range of technologies. Skilled

in system administration and project management; proven

ability to organize and lead technical projects. Skilled in

training and supporting end users as well as developing

technical staff.

• Excellent interpersonal skills; effective communicator with

proven ability to build strong working relationships. Over 16

years of Customer Service Experience, skilled in dealing with

difficult and angry customers, and accustomed to working in

a team environment.

• Experience with implementing best practices, and experience

in a multi facility healthcare organization. Ability to work

independently and under tight deadlines; work well under

pressure. Ability to learn new software quickly and transfer

knowledge of software to others.

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Work Experience

• 2011-2013 Dell Inc.

• Systems Integration Advisor (Cerner System)

• Provided technical and Operational Process guidance to a

subject matter expert.

• Managed operational and service Level agreement

compliance with subject matter experts.

• Provided clinical application support to clinical end users

located in multiple hospitals across the United States.

• Diagnosed and troubleshot Cerner Millennium issues.

• Provided technical guidance in activities associated with the

identification, prioritization, and resolution of reported

clinical application problems by telephone.

• Operated as a liaison between technical personnel and the

appropriate end-user department.

• Worked directly with other Cerner Solution subject matter

experts to resolve end users issues.

• Provided business systems and applications analysis in

support of the development of new business applications

which includes evaluation, analysis, documentation of

requirements, and translation into proper system requirement

specifications.

• Classified problems as system, training, or process and

recommended corrections.

• Formulated and defined systems scope and objectives based

on both end-user needs and a thorough understanding of

business systems, applications and industry requirements.

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• 2008-2011 Cerner Corporation (EMR)

• Immediate Response Center- System Engineer

• Responsible for the daily, weekly, and monthly activities

required to keep client system running at peak performance.

• First line of contact with the client; responsible for client

satisfaction and system uptime.

• Responsible for a variety of technical tasks, in addition to

following all processes and procedures, escalating issues as

necessary and creating/updating all documentation necessary.

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• 2007-2008 Heartlab/Agfa

• Sr. Cardiology PACS Support Engineer

• Provided technical support to customers via telephone and/ or

Internet.

• Served as a primary support liaison between company and

customer.

• Occasionally traveled to customer sites.

• Conveyed feedback to product development staff.

• Monitored and resolve problems remotely as preventative

maintenance measure and document findings; record all

information in call tracking system.

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• 1997-2006 GE Healthcare

• Lead PACS Support Engineer

• Supported and maintained the Picture Archiving and

Communication System (PACS).

• Covered a geographic area from Corpus Christi to the Valley,

DCH was one of my primary clients.

• Provided on site and remote support.

• Acted as a liaison between Hospital Administration,

Radiologists, and Vendors to ensure the resolution of PACS

issues.

• Completed Preventative Maintenance and managed repair

parts cycle times.

• Maintained all equipment and ensured all were calibrated

properly.

• Participated in sales opportunities such as contract renewals

and assisted with promoting and implementing revenue

programs.

• Utilized the escalation process to resolve customer service

delivery issues and conducted root cause analysis.

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Education AAS- Electronic Engineering Technology, ITT Technical

Institute

• San Antonio, Texas

• Graduated with Honors (3.9 GPA)

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• Majored in Kinesiology, Del Mar College

• Corpus Christi, TX

• Obtained 40 credit hours

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• References made available upon request

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