Manager Customer Service
Resume:
Richard
A. Kinkopf
Pepper Pike, OH 44124
*****@*******.***
Project Management Clinical Systems Managing Web Development (.asp/java)
System Analysis Epic Web, EpicCare Link Website Redesign
System Design Technology Help Desk Management
Executive Summary:
MIS professional with 15+ years experience in System Analysis,
System Design, Project Management, Computer Training, Computer Conversions,
Management, Programming, PC's, Clinical Systems, Epic EMR, and managing web
development in both Windows (.asp) and Unix (java) environments.
IT Manager
who possesses the skills to get involved with every facet of a department or
large strategic project, with the ability to improve operations, performance,
reliability, and functionality.
Roc-Kin Productions February
2010 – Present
Partner
Contract Project Management and Computer Consulting
Cleveland Clinic Foundation November
1998–January 2010
A
pioneer of internet-based medicine, Cleveland Clinic offers online second opinions
and other services through eClevelandClinic (http://eclevelandclinic.org)
Manager of Development for eCleveland Clinic
Responsible for a team of developers, analysts, and Help Desk
personnel. Indirect responsibility for
two nurses and a medical secretary in the Clinical Operations department. Experience with Epic, Cadence, Prelude,
Epiccare Link, and Epic Web.
(eCleveland Clinic is
a web-based portal for patients and physicians)
MyChart gives patients access via the web to
test results, appointments, and health reminders
MyConsult allows users, from anywhere in the
world, to request a second opinion online, giving users the opportunity to have
a world-class hospital review their diagnosis and treatment
DrConnect gives referring doctors
access to their patient’s medical record online to improve care and follow-up
After a cost benefit analysis of our website
and development costs, moved these
responsibilities in-house, saving over $30,000/year and reducing development
time on requests by 40%
By improving customer support and system
performance, increased the user base for the DrConnect product from less than
1,000 active users to over 4,000 active users. This provided an increase in referral revenue of over $2M annually
By eliminating failure points and automating
manual tasks, performance of the Second Opinion software was improved to allow
for a 50% increase in active requests without an increase in staff, eliminating
the need for two additional FTE positions
Implemented a monitoring system for over 40
internal websites and web services which allowed us to maintain, and document,
a 99.9+% uptime. This monitor was
implemented both internally and externally to quickly identify external
router/firewall issues. Total cost of
monitoring is less than $1,200/year
Simplified the interface process to eliminate
third-party processing of Second Opinion transcripts, saving over $10,000/year
while eliminating failure points
Implemented cross-training procedure,
requiring developers to spend 2-3 days in Clinical Operations to observe how
users are using their software, and to identify an annual project based on this
visit
Implemented a project to give auditors remote
access to specific patient medical records. This reduced audit time by 30%, and saved over $250,000
Actively implemented open-source software,
saving thousands of dollars per year in both software and annual maintenance
fees – Bugzilla, Open Office, Twiki, Linux, Apache, VNC, Crafty Syntax Live Help
Piloted co-browsing via Bomgar, to improve support
functionality allowing the support team to quickly see what the user sees
Piloted a tokenless two-factor authentication
process which calls a users cell-phone as part of the sign-on process
Implemented VMWare software to create virtual
pc’s for testing websites using any operating system/browser combination. This expense was easily offset by the ease of
quickly creating a virtual pc, without the need for operating/maintain physical
hardware
Manager of the Cleveland Clinic Lawson Software Development Team
Worked with the end-users to determine requirements, plan, and
execute projects to satisfy user requirements.
Responsible for a team developing and implementing:
Program changes/reports for all Lawson users
Lawson Processflow
Lawson Datamart (using Essbase)
Crystal Reporting
Activity (Fund Accounting)
Security and design
Pioneer-Standard Electronics April 1997-November 1998
Electronic Distribution,
Nationwide
Software Development Managerfor
Financial Applications
Project Manager for the implementation of Oracle Financials
company-wide to replace the current legacy system
Organized
and facilitated projects for:
Accounts Receivable
Accounts Payable
General Ledger
Human Resources
Sacks Electrical
Supply/Rexel September
1988-April 1997
Electrical Distributor, Northeast Ohio
MIS Manager
Responsible for MIS operations in three branches - Solon,
Akron, and Canton.
Project
Manager for a computer conversion to standardize 13 Ohio branches on one
system. Planned, scheduled, and hired the training crew, re-trained over
150 employees, and implemented the conversion
Organized all computer functions
Setup a Help Desk
Organized the programming department
Worked with department heads to allow the computer to maximize
employee productivity and increase customer service, while lowering inventory
levels.
Implemented both EDI and Direct Order Entry for customers and
vendors.
Reduce labor expenses, while increasing system reliability and
availability by identifying and automating various functions
Improved the effectiveness of cost estimating, project scheduling,
and project management by using timely information
Datavantage September 1986-September
1988
Software
Consulting/Distribution Software
Consultant
Responsible
for 20 users of distribution software (SFD)
Organized
and implemented software changes, upgrades, and conversions
Systemation/CAP Gemini July 1985-September 1986
Software
Consulting
Project Leader
Designed
and implemented a customer service database for a local phone company
Organized
a computer conversion of software from proprietary hardware to PC's for a local
tire manufacturer
Creative Data System/Sterling Software August 1981-July 1985
Retail/Distribution
Software
Programmer (Cobol)
Designed and programmed systems for distribution, based on MCBA COBOL
software.
Accounts
Receivable
Accounts
Payable
Order
Entry
Purchasing
Inventory
Management
Software: Windows, Microsoft Office, Epic, Epicare Link, Epic Web,
Open Office, GoToMeeting, VMWare, Crystal Reports, COBOL, DOS, UNIX, Linux,
Assembler, Basic
Presentations:
Remote Roundup for Cancer Epidemiology/Epic User Group Meeting 2009
(Using Epiccare Link to facilitate
third-party abstracting)
Conquering User Management
Frontiers/Epic User Group Meeting 2009
(Managing user requests within
Epiccare Link)
Connecting Referring Physicians to the
Cleveland Clinic/Epic User Group Meeting 2007
(Requirements for recruiting,
registering, and supporting EpiccareLink users)
Cleveland Clinic, EMR, and Meaningful Use - http://www.ohioventure.org/news/news16.htm
Education: Computer Science, Cleveland State
Hardware: PC's, UNISYS, WANG, IBM, NCR, DEC,
Hobbies: Triathlons, Running, Fishing, Reading, PC's, and Tennis. Completed an Ironman Triathlon, as well as
several half-Ironman Triathlons
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