Customer Service Support

OBJECTIVE

To obtain a position utilizing ** years of Cerner experience and 20 years of software support and troubleshooting experience.

SKILLS & ABILITIES

Hardworking IT Professional with over 20 years HIT Experience.

Computer proficiency in:

• Cerner Millennium

• PowerChart & Powerorders Design, Build, Support & Implementation

• Powerplans Design, Build, Support & Implementation

• Powerchart Ambulatory Design, Build, Support & Implementation

• Powernote and DynDoc Design, Build, Support & Implementation

• Bedrock

• Cerner Command Language (CCL)

• Message Center

• MPTL

• Microsoft Office Suite

• dcptools

• Dameware Utilities

EXPERIENCE

Sr. Powerorders Analyst

NCH

April 2018 – Present

• Responsible for working with customers on the design, build, support and implementation of Cerner CPOE

• Diagnose and resolve complex problem management and provide guidance to other team members.

• Responds to customer requests of high complexity that typically require change or release management functions to be executed.

• Participates in the deployment of new modules, upgrades, fixes and new installations.

• Performs troubleshooting of high complex hardware, software and system problems for multiple modules or applications.

•Project work

Sr. Systems Analyst – Team Lead

Tenet Health

July 2017 – April 2018

• Participates in the deployment of Powerchart modules, upgrades, fixes and new implementations.

• Responsible for working with customers on the design, build, support and implementation of Cerner Powerchart

• Diagnose and resolve complex problems and provide guidance to other team members.

• Responds to customer requests of high complexity that typically require change or release management functions to be executed.

• Performs troubleshooting of high complex Cerner software and system problems for multiple modules or applications within the Powerchart application.

ASA III Cerner Ambulatory

Dignity Health

April 2015 – June 2017

• Responsible for working with customers on the design, build, support and implementation of Cerner CPOE

• Diagnose and resolve complex problem management and provide guidance to other team members.

• Responds to customer requests of high complexity that typically require change or release management functions to be executed.

• Participates in the deployment of new modules, upgrades, fixes and new installations.

• Performs troubleshooting of high complex hardware, software and system problems for multiple modules or applications.

•Project work

Senior Systems Analyst – Application Management Services

Cerner Corporation

February 2012 – September 2014

• Consulted with specific clients to assess their needs in the PowerOrders space while building relationships as their PowerOrders Consultant.

• Implemented new design and build concepts based on specific client needs.

• Conducted daily, weekly, and bi-weekly calls with executive management at client sites to discuss new configuration concepts.

• Worked closely with onsite IT associates to conceptualize, implement, and test new configurations.

• Mentored and trained new associates.

• Recipient of several Customer Service All Star awards.

Senior System Analyst - PowerOrders

Cerner Corporation

February 2010 – February 2012

• Assessed issues and provided the clients with resolutions in a timely manner in order to attain goals.

• Provided technical troubleshooting support to internal and external clients in the PowerOrders space.

• Provided on-call support for all high priority issues requiring prompt resolution.

• Mentored and trained new associates.

• Practiced and refined skills reading source code, debugging errors, and log files.

• Proactively ran test scripts, as well as queried the database, for outstanding defects, enhancements, and solutions to determine problem resolution.

• Recipient of several Customer Service All Star awards.

Senior System Analyst – PowerChart

Cerner Corporation

December 2006 – December 2007

• Led efficient service request investigation and resolution for the PowerChart and PowerChart Office Applications.

• Assessed issues and provided the clients with resolutions in a timely manner in order to attain goals.

• Provided technical troubleshooting support to internal and external clients in the PowerChart and PowerChart Office Space.

• Provided on-call support for all high priority issues requiring prompt resolution.

• Mentored and trained new associates.

• Practiced and refined skills reading source code, debugging errors, and log files.

• Proactively ran test scripts, as well as query the database, for outstanding defects, enhancements, and solutions to determine problem resolution.

• Recipient of several Customer Service All Star awards.

Test Designer

Cerner Corporation

December 2005 – December 2006

• Validated healthcare software functionality from a user’s perspective before final release to the client.

• Acted as an integral player in the design and development process while providing feedback during the testing process.

• Maintains knowledge of specific Cerner solutions, and system knowledge in how all components work together.

• Utilized technical knowledge and experience to perform preliminary troubleshooting.

• Solution knowledge areas include: Person Management, PowerChart, PowerChart Office, and PowerChart – Enhanced View.

• Executed manual tests and logged defects identified during the test cycle.

• Engaged in troubleshooting, tracking, and escalating issues related to the design process and testing execution.

EDUCATION

PARK UNIVERSITY

B.S. Management Information Systems

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