Experience — Robert Hagan

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Experiences

Researches and evaluates operational/functional area work-flow, investigates practices, processes and procedures; meets with decision makers and clients to define business requirements. Analyzes current business system issues and develops process improvement and participates in best practice.
Interfaces with business owners to understand, define and translate business requirements into functional specifications. Serves as a liaison between the client and the technical support staff.
Works with clients to define business problems/issues and desired outcomes.
Facilitates meetings, demos and training sessions with clients either in person or via videoconference, e-mail, and phone.
Develops recommendations on alternative approaches and possible opportunities, while determining the impact and long-term viability of solutions.
Works with clients to implement new/upgraded applications.
Provides guidance and training to ensure a smooth transition.
Plans, coordinates, and monitors testing events. Develops test plans; creates test scripts and facilitate testing involving other teams and clients.

Implemented code deployment and releases.
Provisioned customer network services on core equipment.
Ensured maximum possible service availability and performance.
Provided timely response to all incidents, outages and performance alerts and handled issue escalation to appropriate teams.
Collected and reviewed performance reports for various systems and reported trends in hardware and application performance to assist in predicting future issues or outages.
Monitored a wide variety of information and network systems that included, but not limited to telecom circuits, LAN/WAN systems, routers, switches, firewall, VoIP systems, storage/Cloud backup and core applications.
Completed change tasks by following change management process and identified areas of opportunity for the automation of process in order to reduce risk of error caused by human interaction.
Acted as a liaison between software vendors and the user community.
Technology supported included; Rundeck, Rally, App-Dynamics, Wily, SiteScope, Nagios, GoCD, F5 Load balancer, and other proprietary in-house applications.

Responsible for the enhancement, maintenance and the support of the Care Evolution HIE Application.
Subject Matter Expert for all Health Information Exchange issues.
Assisted in the implementation of HIE for CHE-Trinity hospitals.
Facilitated the automation and timely completion of user and provider provisioning processes and procedures.
Provisioned and maintained user security for the Careevolution Health Information exchange portals, ensuring compliance with agreed upon Service Level Agreements.
Provided functional and technical application analysis for the HIE Application build and configuration and ensured data integrity of patient data.

Developed technical and user instructions and documentations and provided training on new and changed applications for team members and business areas.
Performed quality assurance analysis and testing for updates to installed software products.
Analyzed, defined and documented system requirement for data, workflow and logical processes.
Provided advice, guidance, and assistance to team members and business areas on matters related to the implementation and operation of the Careevolution HIE application.
Responded to assigned Service Now tickets within the defined timeframes.
Provided on-call support and first line support to end users with the goal of enhancing and elevating proficiency in the use of the HIE application.

Performed regular project updates, host weekly meetings, manage templates, documents, and contact lists.
Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
Determines if an incident needs to be escalated according to priority and severity of the issue.
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Identify Incidents for review and resolution.
Document troubleshooting steps and service restoration details.
Create and submit knowledge articles.
Participate in Incident review following major Incidents.
Identify potential problems and/or increasing trend of repetitive Incidents.

Provides telephone, face-to-face and online application support to internal and external customers (through remote desktop, VNC, NTR).
Communicates updates, status, and completion information to manager and users, through company in-house application, voice mail, e-mail, or in-person contact.
Provisioned Single-Sign on accounts (Doclink, Invision, EDM, Active Directory etc.) for new healthcare providers and other users.
Worked with vendors for vendor supported applications, serving as the technical liaison between the vendor and internal clinicians. Conducted initial troubleshooting of issues before contacting vendor.
Trained team members and clinicians on the use of clinical applications.
Downloads and installs appropriate drivers and software utilities for clinical apps.
Connects users to networks and provides initial training in facilities and applications.
Work with the customer to identify, prioritize, and schedule enhancements and problem resolution.

Troubleshoot and fixed online issues for customer PC connectivity over the phone (Hardware, Software, and network issues).
Troubleshoot and fixed issues for Comcast Digital Voice customers.
Suggested new products to customers and explained new technologies to customers.
Software installations.
Support MS Office suite
Logged all troubleshooting calls accurately and on time with Remedy ticketing tool.
Documented all calls with detailed specifications in Remedy ticketing tool.
Took ownership of assigned ticket from beginning to prompt resolution.
Followed up calls to customers to ensure accurate event resolution.
Worked in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations, managed and diffuse angry or upset customers.

Robert Hagan