Sr .NET Developer /Software Engineer
Resume:
Michael K. Halloran
Waltham, MA 02453
Phone: 617-***-****
E-mail: ****@************.***
Objective: Technical support position dedicated to providing customers with the highest quality of service possible.
Experience:
Nuance Communications, formerly eScription, Inc. March 2007 – June 2010
Applications Support Engineer
• Provide customer support of eScription speech recognition and medical transcription products, applications, and databases.
o Ticket and support tracking via Kayako Support Suite, SharePoint 3.0 and SalesForce.com.
• Experience troubleshooting interfaces including HL7, audio, and outbound EMR systems.
• General application and SQL server maintenance and diagnostics.
• Knowledge of regulation HIPPA and OSHA standards.
• Generated Pivot Table and VBA Excel reports for customers.
• Served as a “last resort” troubleshooter for medical transcriptionists that used EditScript MT, and application that ran on top of MS Word. Most problems consisted on VBA, macro, and template issues.
• Primary Customers
o Hoag Hospital
o Saint Agnes Medical Center
o John Muir Health
o Carson Tahoe Regional Healthcare
o Gwinnett Health System
o Nemours Children’s Clinic
o Olmsted Medical Center
o St. Luke’s Hospital
o Western Maryland Health Services
• Projects and Presentations
o Ticket Quality Assurance Project – Project dedicated to allowing team leaders to perform issue volume and employee quality assurance with customer tickets.
o Sustaining Releases Project – Project to assure that customers are upgraded to the most recent versions and patches of our software releases.
o Alerts Efficiency Project – Project trying to reduce and eliminate the number of on-call and false alarm automated tickets.
o Customer Support Project – Developed a MS PowerPoint presentation for Support Department Head for the company’s 2007 User Meeting to helping customers receive a better response from the support department.
o Reports Life Cycle Presentation – Presentation on the high level process of the report development process and troubleshooting when errors occur.
SiemensDematic/Siemens Logistics and Assembly Inc. September 2004 – March 2007
Control Room Supervisor/Project Developer
• Maintained regular scheduled duties and supervised the additional control room operators.
• Became lead project developer and programmer for Logan International Airport and for Baltimore Washington Intl. Airport operational reporting.
Control Room Operator/Developer
• Operated the control room for baggage belts in the international terminal at Logan International Airport.
o Monitored and facilitated baggage flow.
o Dispatched technicians and electricians to remedy problems.
o Communicated with ticket agents, flight attendants, grounds crew, and other airport personnel.
• Developed a MS Access database to keep track of alarm logs, general communication and daily occurrences.
• Developed a MS Excel spreadsheet programs (VBA) for employee evaluation and operational downtime reporting.
• Performed data analysis and gave presentations of data reports to Massport and TSA personnel.
• Developed a MS Access/Excel program (VBA and SQL) to report operational downtime reporting for Baltimore Washington Intl. Airport, partner site.
United Parcel Services (UPS) (Temporary) July 2004 – September 2004
Administrator & Developer
• Ran daily, weekly and monthly reports for the Eastern New England Technical Support Group.
• Developed and maintained various MS Access databases.
MetLife Financial (Temporary) May 2004 –July 2004
MS Excel Guru/Visual Basic Programmer
• Assisted QA department with the design and development of contractor time cards.
o Developed monthly/quarterly tracking sheet of all MetLife contractors via MS Excel consisting of high-level functions, VBA, macros, and graphical user interface.
o Performed daily recalculating of formulas and errors made by less savvy users.
Computer Skills:
• Windows 95/98/Me/NT/2000/XP/Vista/Version 7. Macintosh OS X, Unix/Linux.
• Microsoft Office 97/2000/XP/2003/2007: Word, Excel, PowerPoint, Access, and Outlook.
• Microsoft Internet Explorer, Mozilla Firefox, Chrome, Netscape, AOL, and Instant Message technology.
• VBA/Visual Basic 6.0 programming for MS Office Applications.
• Experience with FTP clients, e-mail clients, and Telnet clients, including MS Outlook and Lotus Notes.
• Experience with Help Desk software; Remedy, SalesForce, and Track-It.
• HTML experience, using Communicator, MS FrontPage and Dream Weaver.
• Remote user support with PC Anywhere, LogMeIn, Citrix, VNC, Cisco VPN, and AS5300.
• Hardware installations; disk and hard drives, CD ROM drives.
• Novell and Microsoft NT experience; Exchange, PDC, Terminal, SQL, and Proxy servers.
• Printer support, including Break/Fix experience with HP, Lexmark, and Xerox Printers.
• Database Experience: MS Access, ACT!, and SQL (including Crystal Reports).
• Programming Languages: Pascal and VBA, with experience in IBM assembly, C/C++, Perl, and Java.
• File processing techniques, algorithm analysis, and computer architecture.
• Software Engineering: Project management, planning, tracking, SQA, configuration management, and risk management.
• Graphic design using Adobe PhotoShop and Ofoto ver. 1.1.
• Audio production and editing with Adobe Audition, Sony ACID Pro, and SoundForge Pro.
• Video production and editing with Sony Vegas Pro
Education: University of Massachusetts at Dartmouth, North Dartmouth, MA.
Major: Computer and Informational Science.
Additional Classes:
• eScription Support Department Training – On-site, Needham, MA.
• eScription New Hire Products and Technical Training – On-site, Needham, MA.
• HDI Customer Support Specialist –
• Customer Support Training - On-site, Needham, MA.
• HDI Certified Customer Support Specialist.
• SQL Querying - Level 1 Fundamentals of Querying – New Horizons, Waltham, MA.
• SQL Querying – Level 2 Advanced Querying – New Horizons, Waltham, MA.
• COGZ CMMS Software training – On-site at BWI Airport, Baltimore, MD.
• Communicating with Diplomacy and Professionalism – SkillPath Seminars, Boston, MA.
• Administering Microsoft Windows NT 4.0 – New Horizons, Boston, MA.
Activities:
• Founder and president of Strength in Numbers, an East-coast chapter of a national, cultural organization.
• Founder of MKH Music Inc, musical production company.
• Music administrator of United Remixers Guild.
• Disc Jockey.
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