Support Analyst Application
Resume:
Nicole Clark
************@*****.***
https://www.linkedin.com/in/nicoleclarkd/
Summary Statement
Technical Application Support Analyst with 20 plus years in the IT industry, including Telecommunications, Healthcare, Pharmaceutical Biotech and cloud based and CRO industries. Excellent communication skills with demonstrated servant leader mindset, trusted listening skills, patience and empathy with both team members and clients. Known for problem solving, troubleshooting and research abilities in fast paced environments.
Core Competencies
ServiceNow, Safes Force, Citrix, Filezilla, Microsoft SQL, VPN, Remote Desktop Connection, (Securelink), EHR, EMR, HL7, Healthcare Information, HIPAA, SaaS, Oracle), Mirth, Zendesk, AdminLTE, Patient Chat, Power BI, Active Directory, Microsoft Teams, Remote Work, Knowledge Base, AHA!, Rally, Microsoft Office Suite, Dynatrace, Azure, Duo Mobile, Microsoft Authenticator, Amazon Workspace, VoIP,
Work Experience
Application Support Technician II
Avidex – Cary, NC
oComputer system configuration to ensure optimal performance
Assisting the project team in coordinating implementation efforts among subcontractors, customer staff, and project stakeholders
Managing technical documentation for team members to provide clear functionality and technical requirements for team members
Actively participate in implementation meetings with other departments to understand project requirements
Handling installation support escalations while onsite at customer locations
Providing customer training on system operations and functionality
Technical Support Analyst
Reported to Manager of Incident Resolvers by providing excellent customer service while resolving technical incidents or requests raised by end users via telephone and email systems regarding Regulatory Information Management.
Calyx formerly Parexel - Morrisville, NC
March 2019 to May 2023
Provided user support, coaching and mentoring the end-users in the working of the client facing systems
Maintained rapport with customers by displaying an understanding of their support requirements.
Maintained high levels of incident ownership through the incident lifecycle to obtain customer satisfaction.
Managed updates to all parties with Incident and requests statuses until resolved.
Great understanding of the escalation procedure.
Provided users with updated licenses for regulatory publishing, submissions and registrations.
Provided shift coverage within current Service Desk operations when scheduled.
Entered Change request to the engineers along with the Business Reason provided by clients into AHA!
Technical Support Specialist Tier 3
Medfusion - Cary, NC
January 2018 to March 2019
Obtained connectivity with client servers to resolve client integration support related issues Established and
maintained an in-depth knowledge of Medfusion's integration to electronic medical records system
Served as subject matter expert on Medfusion owned integrations
Developed and maintained documentation designed to improve support education and efficiency.
Obtained knowledge of Medfusion's integration API's, and utilized materials designed to assist and support the 3rd
Partner integrations
Sr. Technical Consultant/ Interface Consultant
Allscripts - Raleigh, NC
March 2006 to October 2017
Supported HL7 interfaces between Allscripts EHR and various third party vendors (ex: LabCorp, Quest, independent hospital labs, etc).
Experience with identifying and correcting connectivity issues between interfaced clients.
Worked with the clients and labs to correct data issues.
Analyzed technical issues associated with Windows Database Servers.
Executed SQL statements against IBM Informix database tables.
Worked with Network services, Development, field engineers and third party vendors to identify and correct Server/connectivity issues.
Windows Interface troubleshooting including steps such as creating interfaces, rebuilding Connection Pools and COM+ services, checking and repairing IIS, running and interpreting Error Reports, checking Windows services and Event Viewer to identify errors.
Set up, ran and trained clients to use their Error Reports to monitor current issues they may be encountering.
Initiated and participated in Conference calls with various 3rd party entities to isolate issues affecting common clients.
Worked closely with Interface Development (as well as Application Resource teams) to identify problems and issues that were affecting client productivity.
Provided daily use of vi Editor and sql queries to troubleshoot client problems
Utilized Salesforce.com to document detailed call resolution steps and run reports.
Provided 24/7 after hour's beeper support to address escalated issues, pre-planned upgrades, server migrations and network changes.
Education
Bachelors of Science in Business Administration in Business Administration Fayetteville
State University - Fayetteville, NC
August 1988 to May 1993
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