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Technical Support Quality Assurance

Middleton, WI
February 25, 2016

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Ryan is a highly competent IT professional with ten years of professional experience. He has spent the past ten months consulting in an IT role for Stoughton Trailers, the previous six years providing technical support to actuaries and underwriters at CUNA Mutual group, and three years prior to that providing technical support of electronic health records at hospitals nationwide at Epic Systems. His savvy technical aptitude, coding, and troubleshooting skills are remarkable. Ryan’s leadership skills, drive for efficient processes, testing experience, and attention to detail are unmatched. He quickly establishes solid professional relationships, immediately dives into unfamiliar situations and produces effective outcomes, and would have an outstanding impact on any team.


Stoughton Trailers

Stoughton, WI

2015 to Present

IT Consultant March 2015-January 2016

Analyzed current-state process flows, documentation status, and project needs

Met with key stakeholders from Warranty, Quality, Legal, Engineering, Operations, and IT to set scopes of projects, target dates, and responsibilities

Documented existing processes and systems

Developed, trained, and implemented workflows to gather additional information

oDOT tire information

oSide-wall serial numbers

oElectronic versions of paper forms

Upgraded system of liability databases for trailers from Access 97 to Access 2013

oConsolidated 18+ user-interface Access databases into one used by three plants

oCleaned up 600+ old development and copies of database to ensure a clean system

oMet regularly with Quality and Operations to gain feedback on system and upgraded as necessary

Upgraded the Purchase Order requisition system from Access 97 to Access 2013

oCleaned up workflows, reduced process time, added security features

oMet regularly with Purchasing and Engineering to gain feedback on system and upgraded as necessary

Assess and fix issues of communication between shop floor tools and databases

Removed necessity of printing liability information by quality team

Developed canned reports and reporting platform for management and warranty

Worked to build out a SharePoint instance

CUNA Mutual Group

Madison, WI

2009 to 2015

Business Process Specialist January 2014-March 2015

Improved efficiency, compliance, reporting accuracy and timeliness, and decision-making by modifying and creating both new and current tools and processes

oMet with owners of process and recipients of reports to understand the process and data output needs, assess pain points and discuss best plan of action for improvement

oReduced processing time for key actuarial documents and processes through automating spreadsheets and Access database calculations and queries

oImproved monthly reporting speed and accuracy through automation and redesign of data gathering and manipulation; heavy use of VBA, SQL, and SAS; strong use of Business Objects

oCreated and improved tools used by underwriters and actuaries to price policies for multiple products; heavy use of VBA and SQL; strong use of Business Objects

oReplicated Business Objects report in Excel and Access to improve efficiency of workflows

oCreated published Business Objects reports

oTrained end users on new processes and tools

oImplemented new processes and tools with end users and management

Investigated and resolved issues experienced by end users in processes using Excel, Access, Business Objects, SharePoint, and SAS

oCreated and used SharePoint list for the actuarial department for documentation of issue and any resolution or workaround

Helped to develop a change control process and standardization standards for processes, tools, and documents

Worked with Property & Casualty, Credit Insurance, Life & Health, Annuity, and Retirement departments

Owner and maintenance coordinator of SharePoint sites for several department

oExpert in security build and maintenance

oProficient in workflow, list, and page design

oProficient in document control

oArchitect of SharePoint used exclusively for documentation for processes, background information, and data dictionaries

Was working towards Lean/Six Sigma Green Belt certification prior to exit

Actuarial Assistant February 2009 – January 2014

Created state filings for several products, including full pricing and justification

Improved efficiency of actuarial departments processes

Documented and standardized current processes

Point person and coordinator for SharePoint and documentation standardization for the actuaries

Epic Systems

Verona, WI

2006 to 2009

Technical Services Representative

Assisted internal and customer teams with Clinical Documentation and Orders related build, coding, and troubleshooting issues

Served as key technical point of contact for customer inpatient teams on concurrent implementation projects at two large hospital systems

Assisted in bringing six hospitals live

Used Epic’s proprietary help desk software to document issues, including steps to replicate problem, and any resolutions or workarounds

Performed post go-live support including identifying, investigating, and resolving issues, kept issues up-to-date, and communicated to the customers via weekly progress meetings

Utilized Caché and Visual Basic programming knowledge to complete several development projects (changed orders), including numerous software fix and enhancement projects that benefited all Epic customers

Lead developer on two major change orders, including requirements gathering, development, and testing

oModified Nurse Acknowledgment Print Group to allow different groupings of medications; gave Print Group capability of listing modified medications together to mitigate potential patient safety issue

oAssisted with Inpatient transcription routing to ensure providers received fax, email, or printed copy of transcription based on preference (SER) and patient relationship (EPT)

Worked with Quality Assurance team to develop testing scripts and scenarios for all development projects

Experienced with full patient experience, from admission to hospital stay to discharge to billing, using Epic’s ADT, Inpatient (Orders and Clinical Documentation), Willow, and Resolute HB software




Indiana University, Bloomington, IN Mathematics and Physics

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