Client-Focused Software and Data Analyst
Resume:
Timothy Sullivan
Philadelphia PA 19114
Mobile: 215-***-****
*********@*****.***
Profile
Very quick and efficient at resolution of communication issues
20+ years Customer Service experience
Highly organized and detail oriented
Trained in Unix, C++, Visual Basic, Database Administration, and Internet programming to include HTML, Java, and ASP
Qualifications
Design, implement, and train individuals in the use of object-oriented database applications utilizing Unix and Microsoft Windows
Design relational databases with SQL and Oracle
Use structured programming techniques to process files, manipulate data, and correct errors in programming code
Translate business necessities into Windows applications
Employment Experience
Business Reporting and Integration Analyst
Cobblestone Software Apr 2022 – Aug 2025
Create custom reports and graphs using Stimulsoft software
Work directly with clients to schedule and implement these items into their systems
Handle any issues with custom items through a support system
Report quarterly to management with progress and impediments to custom items
Coordinate with IT to implement any necessary updates to Stimulsoft software
HRIS Analyst
NEMR Total HR Aug 2019 – Jun 2020
Use various means to collect data and report data to other departments within the company
Create and maintain information systems and databases
Handle data regarding employee productivity, attendance records and salary information
Work with the HR department in order to provide the information they need
Make sure that security protocols regarding information systems are in place and followed
Enter employee data into various information systems and recall data as needed
Respond to customer issues via telephone or in written email
Manage and handle support cases
Software Developer
NextGen Healthcare Information Systems Nov 2014 – Apr 2018
Work in an agile development environment
Design, develop and deliver software solutions per requirements and committed schedules
Test, debug and add enhancements to existing applications
Produce detailed technical specifications based on requirements and design
Perform code review and provide recommendations
Serve as a technical expert in the design, development, coding, testing and debugging of new software or complex enhancements to existing software
Analyze, correct and test defects assigned to the team in between release cycles
Actively participate in and contribute to all scrum calls
Work under minimal supervision in a highly collaborative environment
Client Support Representative II
NextGen Healthcare Information Systems Nov 2013 – Nov 2014
Responsible for providing advanced level support to clients, utilizing a less broad but deeper product skillset
Balance numerous priorities across escalation channels, including email, instant messaging and in-person requests
Respond quickly to requests for assistance in specialty areas via all standard channels, including in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer
Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization
Document customer information and recurring technical issues to support product quality programs and product development
Provide support to tier-I representatives when needed
Work directly on issues at manager's direction which are suited for the skillset
Address significant escalations at the direction of a manager
Client Support Representative I
NextGen Healthcare Information Systems Nov 2011 – Nov 2013
Respond to customer product inquiries or issues via telephone or in written internet-based email or chat sessions
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
Manage and handle support cases. This includes phone etiquette, proper documentation, fully managed cases and alignment with team performance expectations
Implementation Specialist
Micros POS Aug 2006 – Nov 2011
Jun 2003 – Dec 2005
Documentation of customer specific databases and report packages, based on customer specifications and established standards before, during, and after installation
Design database and report structures, identify and source custom application requirements, develop customer specific databases and report packages, configure applications and operating systems, and configure/test complete systems according to design specifications
Analyze and/or modify centrally developed customer specific database, reports, documentation, and related applications as required to ensure that all customer requirements are met prior to system installation
Lead in large/complex system installations as required and other field/in-house activities to maintain a high-level of knowledge on assigned products.
Consult with customers to determine and review hardware, software, or system functional specifications to ensure customer satisfaction after during and after installation
Provide end-user staff and/or management training and live support coverage at customer sites on and after the system live date with the expectation of ensuring a smooth installation process and minimizing a need for post-installation support requirements
Address customer issues list and provide support services to obtain customer satisfaction with the system. Answer incoming customer calls in a timely manner and/or take assignment of cases as department needs dictate
Assistant Manager
Gentle Touch Car Wash, Philadelphia, PA Oct 1991 – June 2003
Manage facility during absence of supervisor
Completion of daily reports for financial statements
Regular ordering and monitoring of supplies
Responsible for development of employee training
Maintain communication between shifts to increase profitability and functionality
Develop and implement marketing strategies for increased customer base
Help Desk/Associate
Bluegrass Technology Inc., Philadelphia, PA Sep 1997 to Mar 1998
Scheduled sales demonstrations using PCAnywhere
Processed new orders for software
Prioritized and directed new contacts for the sales department
Maintained office supplies at functional levels and tracked departmental use
Education
CHI Institute, Franklin Mills, PA Apr 2000 to Jan 2002
Major: Computer & Internet Programming
Diploma Awarded January 2002
References available upon request
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