Technical Support Software

J. Robert Barnes

Contact Information:

***** **** *****

Alpharetta, GA

404-***-****-cell

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

Work Experience

Nov 13 – Present. Technical Support Specialist 1. Optima Healthcare Solutions. Alpharetta, GA.

Provide technical support for the Rehab Optima software package with emphasis on delivering solutions for mobile customers. Also assist with software upgrades and training for customers.

Nov 05 – Oct 13. Senior Service Analyst. WellStar Health System. Marietta, GA.

Provide senior level leadership and technical support across 5 hospitals and 62 physician practices from a service desk environment. Specialize in system administration and training of Nextgen Corp’s electronic medical records software. Also responsible for the implementation, progress and completion of special projects. Duties also include daily (sla) reporting and staffing needs.

May 02 – Nov 05. Irregular Operations Specialist. Airtran Airways. Atlanta, GA.

Responsible for managing passenger movement and connections primarily through Atlanta’s Hartsfield Airport. Also assist outstations with special requests and reprotection for passengers on other airlines as necessary.

Sep 00 - Jan 02. Applications Analyst. Gwinnett Medical Center. Lawrenceville, GA.

Primarily responsible for software upgrade and problem resolution projects involving all aspects of hospital and clinic financial software. Manage and support applications for Patient Accounting, Patient Registration, and Medical Records. Perform ad hoc reporting using Microsoft Access, Seagate Crystal Reports, and customized analysis software. Perform upgrades, installations, LAN management, and training of 35 users on a Novell network. Additional responsibilities included continued maintenance and development of the Revenue Management Intranet web site featuring database driven content.

Aug 95 – Sep 00. Technical Support Specialist. Emory University Hospital. Atlanta, GA.

Supervised helpdesk support for 5,000 users on Windows NT-based WAN covering the Emory, Crawford Long, Grady Hospital, and the Emory Clinic campuses. Utilized reporting tools to document all instances of software, network or operating system problems and resolutions. Developed documentation regarding the 50+ applications supported by Emory Healthcare. Oversaw Novell and NT user maintenance and security. Learned Crystal Reports and other utilities to support Oracle-based call tracking database. Interviewed and trained new employees in complex healthcare information systems environment.

Sep 94 - Aug 95. Senior Technical Analyst. IBM. Research Triangle Park, NC.

Worked on the Operating Systems support team providing real-time diagnosis of DOS, Windows, and OS/2 problems to a variety of desktop users: home and office PC owners, LAN administrators, and software developers. Supported these operating systems on IBM hardware including all models of desktops, laptops, and servers. Documented specific solutions to known problems and assisted other technicians.

Education

Bachelor of Science Degree. Louisiana Tech University, Ruston, LA.

B/S Degree awarded with a major in Aviation Science and a minor in Flight Engineering. Dean’s list. GPA 3.82

Certifications/Computer

NCP. Nextgen Certified Professional received November 2006.

i-Net+. Awarded in December 2001 by CompTIA.

e-Biz+. Awarded in February 2002 by CompTIA.

CHDP. Certified Helpdesk Professional. Awarded in August 1999 by the Helpdesk Institute of America.

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