Customer Service Technical Support

Henry A. Wiggins

Atlanta, GA ***** 678-***-****

*********@*****.*** www.linkedin.com/in/henrywiggins/

Technical Professional

Increase Efficiency and Reliability Through Technical Optimization

Healthcare and Security Information technology professional specializing in Support, operations and data integration of electronic medical record systems. Interface engine experience using Cloverleaf, eGate, eLink, ConnectR, Jaguar and Iguana. EMR experience using Meditech, McKesson Star, Allscripts, eClinicalWorks, Eclipsys, and Invision Database. Proficient in using SQL, Excel, C#, in SQL Server, Oracle, MySQL, UNIX/Linux shell, bash scripting, VB Script and DOS batch file scripting. Training in Tableau.

Areas of expertise include:

Database Integration

Electronic Health Records

Incident Management

Quality Assurance Testing

Problem Management

Regulatory and Compliance

Change Management

Vulnerability Management

Vendor Management

Database Activity Monitoring

Technical Skills

Microsoft SQL Server, SSIS, SSRS, Oracle, MySQL, DB2, Excel, C#, VBA, Project Management,

Perl, Power Shell, Visual Basic, VB Script, JavaScript, HTML, CSS, Microsoft Visual Studio, DOS/Windows batch, UNIX / Linux shell, Bash shell

Work Experience

WIPRO, Atlanta, GA 9/2024-1/2025

Technical Support Representative

Provide customer service and technical support for patients using Vivify remote patient monitoring

Troubleshoot issues patients are having with tablets, blood pressure machines, scales, and pulse oximeters

Answer questions about activation and retrievals of healthcare kits sent from Vivify

Schedule deliveries and retrieval of kits to and from patients

Resolve customer service issues and escalate as required.

Use Service Now and other applications to document customer calls

Investigate and/or resolve inquiries according to knowledge base articles and other reference materials

NORDSTROM, Atlanta, GA 2023 - 2024

Sales Associate

Provide sales and excellent customer service to patrons in the women’s apparel department.

Provide memorable, highly personalized customer service through recommending certain styles of clothing

Offer customers promotional products and services, resolve customer service issues and escalate as required.

Maintain store appearance with respect to visual merchandising, housekeeping and maintenance standards.

Efficiently and accurately conduct customer transactions using the POS (point-of-sale) system.

Consistently achieves the personal, team, and store financial goals on a daily, weekly, and monthly basis resulting in increased financial performance for the company.

OPENTEXT, Alpharetta, GA 9/2019 – 10/2023

Technical Support Engineer

Provided technical service to enterprise customers using Opentext software including Documentum Administrator, Documentum D2 and EMR-Link cloud software. Agile and SDLC methodologies were used following ITIL standards. Documented processes and procedures for our cloud services and on-premise applications.

Subject Matter Expert for Saas cloud software EMR-Link. Coordinated continuous delivery application updates and provided continuous integration support and defect resolution with development teams and conducted training for end users.

Mentored other analysts, application teams, and other users on EMR-Link cloud application used for interoperability between clinics, doctor’s offices, long-term care facilities and laboratories.

Managed open cases to resolution using Service Now. Kept customers up to date on the status of their cases resulting in high CSAT scores that drive renewals.

Identified and recommended process improvements and solutions for Documentum customers with on-Premise installations which included both Windows and Linux operating systems.

Report data to increase the efficiency of SQL Server, DB2, Sybase and Oracle databases as well as improving security. Communicated project status to management and customers.

Used ITSM and Jira for reporting and tracking bug fixes and defects

ANTHEM, INC., Atlanta, GA 8/2016 – 11/2019

Technical Project Analyst

Managed projects in collaboration with database governance and information security using Agile and SDLC methodologies following ITIL standards. Documented processes and procedures for database administration.

Identified and recommended process improvements in reporting data to increase the efficiency of SQL Server, DB2, Sybase and Oracle databases as well as improving security. Communicate project status to management and project stakeholders.

Designed reports, test plans, and documentation to improve the throughput of database governance projects. Developed tracking and verification processes of database users’ activities to ensure compliance. Lead data transformation and data integrity for Oracle-based application InfoHub.

Subject Matter Expert for exceptions and whitelist module of InfoHub application. Coordinated application updates and defect resolution with development teams and conducted training for end users.

Trained database administrators, application teams, and other users on InfoHub application used for database inventory, remediating vulnerabilities, and tracking exceptions and whitelists.

Issue and problem management using JIRA, escalating more complex issues to appropriate teams for resolution keeping MTTR less than 8 hours.

ST. JOSEPH'S / CANDLER HEALTH SYSTEM, Savannah, GA 2015 - 2016

Interface Programmer / Analyst

Led physician office integration projects of hospitals’ EHR system with remote offices. Created project plans and data flow diagrams using MS Project and MS Visio. Developed SQL scripts and mapped data using SSIS and SSRS. Designed medical reports, flat files, and integration testing plans. Created FTP scripts for file transfers.

Supported revenue cycle activities including charges, payments, and collections by developing integration packages for communication between systems and stored procedures using MS SQL and SSIS packages, REST, JSON, SOAP, XML and other web services.

Managed incident resolution of Meditech EMR version 6.1x and 5.6x NMI, Revenue Cycle and DR modules, evaluating HL7 messages for specifications matching, and data mapping, tracing from source to destination.

Build integration solutions using SSIS packages, VB, vbscript, SFTP, and batch file processing.

EXPLORYS (Raeder Landree), Cleveland, OH 8/2014 – 1/2015

Data Integration Specialist

Gathered requirements, analyzed data, and designed solutions for data integration. Built intake solutions of raw 837 data into Hadoop data mart and data warehouse using SaaS. Created scripts for retrieving data from clients and wrote queries for parsing logs and developed SQL scripts, objects, and tables to create reports.

Facilitated analysis, visualization, and reporting of health outcomes in Big Data fabric, developing data acquisition processes with physician office EMR/EHR systems.

Increased efficiency, generating reports and process data files automatically using modern DevOps software, Jenkins and Splunk.

UNIVERSITY HOSPITALS CLEVELAND (Staffing Solutions), Cleveland, OH 7/2014 – 8/2014

Project Coordinator

Managed technician team. Directed and trained techs for hardware deployment. Organized and designed deployment plans for new hardware distribution and old hardware updates. Managed active directory configuration of new implemented hardware, subgroups and organizational units. Created new objects and accounts.

CATHOLIC HEATH INITIATIVES (HC Tec Partners), Denver, CO 1/2014-5/2014

ICD-10 Project Coordinator / Test Lead

Developed test plans, scenarios, and scripting processes for test analysts. Facilitated execution during testing of healthcare applications for ICD-9 to ICD-10 conversion for nationwide chain of hospital systems.

CATHOLIC HEALTH INITIATIVES / JEWISH HOSPITAL (Tek Systems), Louisville, KY 2/2012 – 12/2013

Applications Analyst

Managed incident resolution, and led technical support for healthcare applications. Supported projects for McKesson Star implementation. SME for Teletracking, Cerner / Bridge MedAdmin and integration with Siemens Invision and Meditech. Integration of Meditech 5.6 with Teletracking.

ANALYST/PROGRAMMER, CLINICAL TRANSLATIONAL SCIENCE COLLABORATIVE/CASE SCHOOL OF MEDICINE, ACADEMIC COMPUTING (KELLY IT)

Cleveland, OH – 9/2010 - 6/2011

Application development and installation of semantic web applications

Created statistical spreadsheet reports for the Clinical Translational Science Collaborative

Applications support for Web Grants application using HTML and SQL Server

Development using ASP.NET, VB Script, Java, JSP, JavaScript, PHP, XML, HTML, CSS, web services

Database development using MS SQL Server 2008 and MySQL 5.0

Project management, documentation, testing and evaluation with recommendations

APPLICATIONS ANALYST, UNIVERSITY HOSPITALS HEALTH SYSTEM (CSC 2008-2009)

Cleveland, OH 3/2008 – 9/2010

Application support for ancillary clinical applications Worx, Midas, Teletracking, Health Touch, OTTR

Support and analysis using MS Excel, SQL Server, and Crystal Reports

Managed issue resolution at Go-Live command center for Eclipsys EMR system

Implemented HL7 interface mapping, routes, and evaluate messages for accuracy

Integration analysis using Cloverleaf, eGate and eLink interface engines

Created SQL, VB scripts, and database objects (tables, stored procedures, etc.)

Unit and integrated testing of software and the development of testing scripts

Utilized and maintained appropriate change control procedures and standards.

Education

Master of Business Administration (MBA), Weatherhead School of Management,

Case Western Reserve University, Cleveland, OH

Bachelor of Arts (BA), Mass Communications, Clark Atlanta University, Atlanta, GA

Associate of Applied Business (AAB), Microcomputer Systems Management,

Bryant and Stratton College, Cleveland, OH

Certifications

CompTIA, A+ Certified Professional #COMP10590199 11/28/2001

CompTIA, Network + Certified Professional #COMP10590199 12/5/2001

Google Foundations of Cybersecurity Credential ID Y55MNYM21PZS 8/20/2024

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