Technical Support Analyst

Charles D. Capps

Allen, TX, *****

214-***-**** ***********@*******.*** www.linkedin.com/in/chuck-capps

Professional Profile

Accomplished MCSE certified system administrator and technical support analyst with in-depth and broad experience in both IT system and server administration and technical support for enterprise-level software and hardware. Recognized as a creative problem solver who effectively combines technology with customer service, organizational, and interpersonal skills to create and maintain a productive and cooperative work environment. Notably adept at EHR and EMR support, e-prescribing, document management, secure messaging, and patient portal in addition to basic SQL queries, root cause analysis and knowledge article writing, upgrades, Salesforce, case management, and software technical support. Known for a strong work ethic, high energy level, approachability, and commitment to corporate success. Focused on obtaining a technical support analyst role leveraging extensive background in IT software, hardware, and customer support.

Core Competencies:

Windows Server Administration

DHCP, DNS, FTP, IIS, TCP/IP, WINS, WSUS

Server and workstation optimization

Active Directory

VMware

Symantec Antivirus Corporate Edition

Hardware and software troubleshooting

Remote Support Tools; Cisco WebEx, Microsoft Teams, and RDP

Compaq, HP, and Dell servers

Work Experience

Catalyst Health, Plano, TX 08/2023 - 04/2024

Athena One

Senior Application Support

Analyzed and resolved complex software issues to ensure customer satisfaction.

Assisted patients setting up their patient portal accounts

Assisted doctors and their staff configuring and using Athena One

Research and analyze application workflows, identified areas for improvement, and implement changes.

Provide support for application related issue and performed root cause analysis to resolve issue.

Athena Health, Watertown, MA (General Electric, Virence) 12/2011 – 02/2023

Athena Practice and Athena Flow (formerly known as Centricity Practice Solution and Centricity EMR).

Senior Solutions Associate

Analyzed and resolved complex software issues to ensure customer satisfaction.

Created and published documentation and knowledge base articles that sped up analyst resolution of issues.

Ran SQL queries to make changes and correct erroneous data.

Trained new hires.

Assisted customers in updating e-prescribing software with newer version.

Supported provider’s enrollment and service levels for e-prescribing privileges with Surescripts.

Researched electronic script errors to determine the cause of failure and make corrections.

Troubleshooting HL7 interfaces

Training to prepare for eCR and CURES

HEALTHAXIS, Irving, TX 02/2003 – 03/2011

A leading IT solutions provider for healthcare payers including TPA's and insurance companies.

Senior System Administrator

Built, configured, hardened, and maintained all Windows NT, and Windows 2000, 2003, and 2008 servers, including Exchange, SQL, and web servers used for development, test, and production environments. Oversaw all enterprise administrator functions across multiple domains within the Active Directory forest.

Managed 180 servers.

Deployed multiple VMware servers to reduce physical server count.

Upgraded Exchange server from version 5.5 to 2003.

Deployed Websense email filter software resulting in a 95% reduction in spam.

Converted NT4 domain to Windows 2000 and deployed Active Directory.

Rolled-out Symantec Corporate Antivirus.

Overhauled DNS and WINS server configurations.

Built, configured, and deployed Blackberry, FTP, RAS, and OWA servers.

INTELLIMARK IT BUSINESS SOLUTIONS, Plano, TX 11/2002 – 02/2003

Consultant

Provided technical support for Lotus Notes to Exchange migration for Frito-Lay.

VOLT TECHNICAL SERVICES, Irving, TX 02/2001 – 11/2001

Support Engineer II, assigned to Microsoft Corporation

Provided Exchange 5.5 Premiere and Exchange 2000 technical support in both admin and connector groups.

Developed and delivered solutions.

Education

Associate’s Degree, Computer Science, Texas State Technical College, Marshall, TX

Certifications

Microsoft Certified Systems Engineer

Microsoft Certified Professional + Internet

Contact this candidate