Quality Assurance Salt Lake
Resume:
Brent Rich
American Fork, UT *****
*********@*****.***
• Experienced: 25 Years installing, configuring, and troubleshooting MAC and Windows compatible computers hardware/software
• Leader: 10+ years managing large teams in internal support centers by training, developing, and problem solving
• Proven: Successful track-record planning, implementation, and completion of large projects
• Skilled: Expert in operating systems and applications ranging from Microsoft, and Medical Software/ Devices & hardware
Work Experience
Clinical Informatics Analyst
Intermountain Healthcare (IHC) - Salt Lake City, UT May 2017 to November 2023
• Led a team of 12 responsible for problem solving, system trouble shooting, system productivity projects
• Managed process improvements systemically improving client / provider experience eliminating thousands of broken orders.
• Quality Assurance Leader-tested and validated code for new version upgrades, ensuring right-the- first-time deployments.
• Order Systems SME--System upgrades based on client feedback and specification
• Earned ITIL Certification
Senior Technology Engineer
Cerner Corporation - Kansas City, MO
November 2011 to April 2014
• Led installation, configuration, and integration of the latest and greatest software and hardware solutions from our vendors
• Led system and equipment QA of clients to ensure successful conversions to newly acquired technology
• Managed demo process for CareAWare Solutions and equipment for tradeshows, client sales, and presentations
• Managed 3 rd party vendor relationships for software and hardware upgrades, and providing solutions for system integration
• Led installation, configuration, and integration of the latest and greatest software and hardware solutions from our vendors
• Led system and equipment QA of clients to ensure successful conversions to newly acquired technology
• Managed demo process for C
Senior Systems Engineer
July 2006 to November 2011
• Designed, built, and implemented the demo process of Cerner’s latest innovations in Software/ Hardware solutions
• Supported on-site innovation center to ensure successful execution of client visits and demonstrations
• Supported executive cabinet for all internal presentations to the company PC/LAN Support Communicator
Downey Savings & Loan - Newport Beach, CA
July 2006 to July 2008
• Planned and implemented corporate wide application installations and upgrades
• Configured and distributed loan processing/origination software using written batch files and remote software Intel Landesk.
• Improved system efficiency by testing and comparing software and hardware performance issues Associate Support
September 2003 to July 2006
• Promoted to Team Lead after one year, managing 14 associates
• Improved call support by decreasing call wait times and Service Request closure time through better training & coaching
• Solved customer issues related to personal hardware/software Tier 3 MSN Technical Support Advocate
Teleperformance USA - Salt Lake City, UT
January 2003 to June 2003
• Received exceptional ratings in all areas when QA evaluations were implemented
• Promoted from Tier 1 support to Tier 3 support after only three months
• Fielded tier 3 support calls for MSN customers dealing with both narrowband and broadband issues. Credit Analyst
Netgateway - Newport Beach, CA
March 2000 to December 2000
• Performed system maintenance on PC and MAC OS systems and installed and configured NT 4/0 and Windows Servers
• Improved overall production, performance, and compatibility by testing compatibility and working with third party vendors
PC Coordinator
Chicago
July 1998 to March 2000
• Planned and implemented corporate-wide OS upgrades from Windows 95 and WFW 3.11 to NT 4.0, including remote and in-store branches.
• Provided technical support for over 2500 PC workstations locally and remotely throughout California, Arizona, and Chicago
PC/Help Desk Support
L3 Communications - Salt Lake City, UT
March 1998 to July 1998
• Performed system upgrades on PCs from windows 3.11 to Windows 95 and NT 4.0.
• Provided general troubleshooting and PC support for clients developing and programming a wide variety of computer chips and aviation computer-related hardware Education
Utah Valley State College - Salt Lake City, UT
July 1998
Skills
• Software Troubleshooting
• Systems Engineering
• Help Desk
• Technical Support
• Software Testing
• Operating Systems
• Microsoft Windows
Certifications and Licenses
ITIL Certification
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