Customer Service Project

ROLAND TEIGEN *** Acoma Drive Mason OH ***** Tel: 513/535-2873

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

Epic Inpatient and Ambulatory Credentialed Trainer, with Healthcare IT

certification and prior IT experience as Project Lead and Business Analyst.

Contributions in the following areas:

. Product Support-Seven years experience as North American Product

Support Specialist.

. Process Redesign- Coursework in Healthcare IT process analysis and

workflow redesign.

. Facilitation-Led code reviews of team during two-year Y2K project.

. Requirements Gathering-interviewed chemists to get accurate picture of

desired system.

. Documentation-- Developed 3 conversion manuals for bankcard networking

processes. Completed full business rules discovery on lengthy 70

module Fortran system.

. Design- Analyzed process and rewrote a digitized workflow process,

cutting steps by half.

. System testing--Created and ran test suite for new Credit Union

bankcard system at Fifth Third Bank. Performed Release Czar role at

LexisNexis for two releases.

Trained and led team of seven on two-year conversion project, finishing

ahead of schedule.

Reduced training time needed for new technical personnel. Recognized for

effectiveness in communicating with, training and guiding contractors from

another culture. Created relationships and projects across departments.

Career History

Oxford Global Resources, Omaha, NE

2013-2014

Epic Inpatient Trainer

Epic Inpatient Credentialed Trainer at Alegent Creighton Hospitals.

Includes rewrites of lesson plans and exercises, Go Live support and

creating Tip Sheets.

Oxford Global Resources, Tacoma, WA

2013

Epic Inpatient/ambulatory Trainer

Epic Inpatient Credentialed Trainer at Franciscan Health Systems, including

rewrites of lesson plans, exercises and at the elbow Go Live support.

Cross-credentialed to Ambulatory and provided training and Go Live support

for Ambulatory as well.

Certified

BROOKSOURCE, Cincinnati, OH

2012

Epic Inpatient Trainer

Epic Inpatient Credentialed trainer at UC Health, including Go Live

support.

SARCOM, Cincinnati, OH 2007 ---

2012

Software Developer II under contract at General Electric

Converted 640-module Fortran system from Unix to Windows. Completed full

business rules discovery on lengthy 70 module Fortran system. Analyzed

process and rewrote a digitized workflow process, reducing steps from 55 to

27. Built, tested and generated engine models for aircraft customers in

three languages. Used Workflow technology to digitize several processes,

eliminating customer complaints. Received Sarcom Customer Service Award for

efforts on behalf of client.

Epic

FIFTH THIRD BANK, Cincinnati, OH

2004 -- 2007

Senior Applications Developer

Advised Line of Business, developed, tested, released new code and upgrades

in Debit Card systems. Researched, analyzed, resolved problems with FTPS

processing. Coordinated live certification with third party banks and

networks. Provided occasional 24x7 support of system.

Played pivotal role in full life cycle development for new Credit Union

network, from specification development through new software creation,

developing test suite and providing certification and conversion support.

Conceived and created conversion program helpful to conversion managers.

Volunteered for and managed department's yearly compliance with internal

access audit.

DEFINITIVE SOLUTIONS, Cincinnati, OH

2004

Technical Writer

Analyzed Fifth Third Bank's existing Armed Forces Financial Networks debit

card transaction format and logic in Assembler along with the formats and

standards of three other bankcard transaction networks. Wrote conversion

manuals for each of the three networks desiring to connect to the AFFN

network.

LEXIS NEXIS, Miamisburg, OH

1994 -- 2004

Senior Software Engineer

Sole support and developer for Unix C++ application calling Oracle Pl/SQL

packages. Implemented operating system, language and database upgrades,

including certification against and development on large IBM assembler

system.

. Delivered multi-year C++ Shepard's Enhancement project on schedule, with

no bugs, while also certifying multiple infrastructure and Oracle

releases during the same timeframe.

. Performed development in Unix C++ code and IBM assembler together, which

added new features for customers in very old legacy software.

Project Lead for Y2K project

. Project Responsibilities: . Surveyed code, developed plans, methodology

and schedule. Led other team members in their design, code and test

efforts on 2 separate million-line systems.

. Results: Recognized for completing Y2K project a month ahead of

deadline, with no interruptions to normal system development or

maintenance. Led Technical Team for two major portions of the Lexis Y2K

project.

Development and Support

. Provided training, knowledge and assistance to contractors from another

culture on certification methods and the online system. Developed new

software and fixed problems on the Lexis Session Administrator System and

evaluated third party software. Managed 300+ item online problem queue.

. Results: Saved management from premature investment in JavaSpaces

technology by research. Manager quote: "Roland is noted as a polished

mentor/trainer." Resolved an online usage/billing dispute between

departments. Presented to various departments on billing discrepancies,

Y2K process and Total Cycle Time methodology. Presentation to testing

department on Total Cycle time led to new orientation on providing more

efficient service to developers. Reduced problem load by 25% by

developing and hosting a 'bug fix party'.

CINCOM SYSTEMS, Cincinnati, OH 1987 -- 1994

Product Support Specialist

Responsibilities: Direct customer contact and problem resolution for

Cincom's IBM Assembler telecommunication monitors E/1 and CM, Entire and

Cincom's COBOL-XT language. Results:

. Developed custom Supra auditing solution for client, increasing customer

satisfaction.

. Traveled internationally to assist customers on site, leading to problem

resolution and goodwill.

. Developed winning advertising promotion for corporate sponsorship of ATP

event.

. Received commendation letter from Department of Defense for customer

support work.

Education

Epic Inpatient Credentialing, 2012, 2013, 2014

HIT Certification, Cincinnati State Technical College, 2011

B.S. in Finance, University of Cincinnati, Cincinnati, OH

Java Certificate, Sinclair Community College, Dayton, OH

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