Customer Service Technical Support

Glenda V. Edwards

***** ******** **** *****, ***. 208, Tampa, FL 33647

Phone: 813-***-****

Email: *******@*****.***

OBJECTIVE

Seeking to contribute to an exciting and dynamic team. To utilize my experience as a detail - oriented Systems Analyst and Software Implementation Specialist. As well as provide upgrade support, product support, testing, and validation. To continue to work closely with clients and deliver outstanding customer service, and exceed their expectations.

EXPERIENCE

Analyst

January 2017 to March 2017

HealthTech Resources / Rochester Regional Health, Rochester, NY Contracted project for the mapping and validations between 2 Rochester Regional Health sites utilizing SoftLab and Epic HIS.

Epic and SoftLab Outbound and Inbound interface troubleshooting. Creation of new Orderables and Reportable components. End to End validations completed.

LIS Analyst

June 2015 to January 2017

Surgery Partners/Logan Laboratories, Tampa, FL

Monitor and oversee the performance of the Harvest laboratory information system to ensure that it is functioning correctly and meeting the needs of the lab and supporting workflows. Integration validations and testing between LIS and multiple EMR systems including NextGen, Lifepoint, and Allscripts.

Actively participate in the implementation of multiple EMR interface projects. Troubleshoot application issues. Systems analysis, policy and procedure documentation, test plans, system performance, and user training.

Responsible for the customization and generating daily, weekly, monthly management reports. Hardware maintenance and inventory.

Instrument Interface maintenance and troubleshooting. EMR Interface maintenance and troubleshooting.

Genetics Product Specialist

February 2013 to June 2015

Soft Computer Consultants, Clearwater, FL

Complete build and training of the SoftPathDx product. Workflow analysis to build all related workflows within the application, in conjunction with other genetics modules. Multi-module (shared) specimen workflows within the genetic suite. As well as mapping and prompt testing setup for integration with SoftLab.

Project management, daily and weekly status updates. Including progress tracking from both client and vendor. Knowledge of the Genetics shared setup files as well as the global and module specific Options. Gap analysis, testing and validation.

Extensive and effective use of the Genetics Rules Based System to customize client specific needs. Results Reports and label formatting and customization within the genetics products. Effective use of Ad Hoc Query builder.

All screen customizations, including User defined fields, flags, and Indications. Workflow build for Surgical Pathology, GYN Cytology, Cytology, Hematopathology, and Neuropathology. Build of the Specimen Storage/Tracking setup within the genetics module. Off-site support, and conduct on-site client training sessions. Setup configuration, and thorough testing of the SoftPathDx module. Research and documentation of product requirements, development of product technical documentation, development and implementation of product test plans, and client training programs. Implementation and file build definition of system scopes and objectives based on both user needs and a thorough understanding of business systems and industry requirements. Implementation Specialist

June 2011 to February 2013

Soft Computer Consultants, Clearwater, FL

Complete build and training of the SoftPath (Legacy) product during implementation phase. Provide excellent on-site and remote support services during implementation phase. Project management, daily and weekly status updates. Including progress tracking from both client and vendor. Technical Support Specialist II

October 2009 to June 2011

Soft Computer Consultants, Clearwater, FL

Provided technical support and excellent customer service for the Client Services Department, SoftPath module. Assist Implementation team by formatting client specific labels. In-House Training presentations. Medical Laboratory Technician - Molecular Microbiology May 2005 to October 2009

Laboratory Corporation of America, Tampa, FL

Perform molecular assays such as CT and GC by DNA Amplification, and DNA Probe assay. Perform HPV high and low risk by hybridization assay. Bacteriology, manual and use of Vitek system for ID and sensitivity. The use of three different data bases for technical and non-technical tasks. EDUCATION

ErwinTechnical College, 2005

Tampa, FL

Vocational Education MLT GPA: 3.8

An extensive and challenging program to fully prepare Medical Laboratory Technicians in the areas of Clinical Chemistry, Hematology, Microbiology, Parasitology, Immunohematology, and Serology. Languages fluent in: English, Spanish.

University of Phoenix

Tampa, FL

BS IT Information Technology

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