Customer Management

Laura C. Whysong

*** ********** ******, *************, ** 16648 814-***-**** *********@*****.***

EDUCATION

Saint Francis College, Loretto, PA May 1996

Major: Bachelor of Science Degree in Computer Science

Minors: Management, Mathematics, and Management Information Systems

OBJECTIVE

To obtain a remote based position where I can effectively contribute my skills as Software Professional, possessing competent Technical skills.

RELATED EXPERIENCES

Cerner Corporation

Technical Solution Analyst April 2010-Current

Customer Issue Management: Monitor issue queues, prioritize and analyze open issues, follow through on issue and provide a quality resolution;

Team lead for hospital server outages: start hospital communication of down system, involve needed analysts to reach resolution, continuous communication with customer until server is up and RCA (Root Cause Analysis) is provided;

Experience formulating logic for routine systems, devising logic procedures, preparing flowcharting, performing coding and testing/debugging programs;

Perform integration testing to ensure various application are able to successfully interop;

Accurately report project status to management regarding team outages and ongoing projects; review all documentation analysis to ensure required processes are met;

Focus on approachability, time management, problem solving of issues, and excellent communication skills;

Develop and maintain education database for support education (Knowledge Base);

Design detailed work plan for customer upgrades and custom projects; ensure all steps are executed successfully;

Office Package: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express

Programming Language: Pascal, Turbo Pascal, C, C++

SQL querying/reporting to analyze patient and server data;

Experience with Openlink Interfaces/Queue processing, IBM Websphere, Server Failovers, OMSServiceProvider, WFMS Que processing and Crystal ReportWriter.

Pharmacy Support Programmer III March 2004-March 2010

Develop and devise logic procedures, perform coding and testing/debugging programs;

Provide detailed focus on root cause analysis on high impact problems that when resolved will provide greater customer satisfaction and/or reduce the cost of support;

Work with various aspects of hospital functions such as Cartfill Lists, Demand Medication Administration Reporting, Patient Drug Labels, Day-End processing/reporting, and various Charging related processing;

Test future programmatic changes to the system, Assist Implementation specialists in creating smooth transitions for new customers;

Experience educating customers and developing education sessions for customer via Web Education.

Delta Health Systems

Senior Customer Support Analyst III March 1998-March 2004

Unix SQL: develop scripts to provide data integrity for customer and generate reports for management;

Experience with NT environment (disk and user administration, event logging, modem configuration, etc);

Remote Access Software and Services for Unix (SFU);

Experience with Telecommunication diagnostics such as PC Anywhere, Dial-up Networking, CITRIX, Walk client users from entering patient chart with a wide range of medical processes which include: clinical referral, patient status charting, medication listings, Medicare pay source forms, document communications, verbal orders, assessments, visits, transfer to another facility, resumption of care and discharges;

Develop, coordinate and instruct education classes on new system releases, functionality and changes;

Work with Home Care Administrators, nurses and pharmacists to resolve issues regarding current HIPPS, HHRGs and HCFA regulations;

Educate customer(s) on managing system data, patient data, and system maintenance;

Implementation of testing modules for various sections of nursing application;

Creation of documentation for customer proactive ownership and develop education plan for department;

Provide customer support for daily problem resolution with includes: logging/tracking issues, problems and requests, documenting/researching all problems/resolutions, follow up ensuring satisfaction communication status updates to users.

Clinical Link Programmer II May 1996 - March 1998

Program languages: Pascal, C, C++, JAM product by JYACC, SQL;

Knowledge of Quality Assurance to ensure that projects are instituting and following quality practices as well as building quality software;

Complete coding projects assigned, responsible for maintaining data in quarterly updates for MediSpan, files, perform customer updates for the Release Control Department as needed;

Test application changes prior to Customer release and create release notes for customer base;

Korn Shell: create and execute shell scripts, nested Korn shells from C Shell.

References Available Upon Request

Contact this candidate