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[event]
WORK HISTORY
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[event]
January 2019 – June 2021
Integrations Analyst (Remote)
ICANotes LLC
- Worked with internal and external data exchange partners, including hospitals and their software vendors, on setting up secure messaging using national standards, and validation of HL7 messages.
- Leveraged industry standard interface protocols, including HL7, to analyze and aid in the creation of analysis templates, design and data mapping specifications and test plans.
- Enhanced information systems to enable the receipt and use of standards-based messages, including HL7 electronic health record (ELR) or HL7 clinical document architecture (CDA) from EHRs, using Mirth integration engine software in addition to modifying information systems.
- Assisted with the maintenance of integration infrastructure, including routine support, upgrades, and problem diagnosis.
Monitor integrated system dashboards and performed data analysis to identify issues or potential issues and resolved or communicate them accordingly.
- Planned, organized, coordinated, and lead Integrations projects & strategic communications.
- Collected & organized information pertinent to projects from customers, vendors or other stakeholders and performed requirements analysis based on the gathered data in preparation for the execution of new integration projects.
- Coordinated with Engineers & Product Management to generate, deliver & follow up on project quotes.
- Coordinated and monitored project tasks, communicating and troubleshooting with internal staff, third party vendors and customers as needed to meet project deadlines.
- Worked with the ICANotes Support team and third party vendor teams to provide integration support & assistance to customers.
- Organized & maintained project data in a clear, accurate format for ease of access & use.
- Developed internal knowledge bases and wikis for integration support and functionalities.
- Communicated integrations-related announcements, news or issues to internal staff and customers as appropriate.
- Monitored & responded to department-specific Slack channel
- Diagnosed, troubleshooted and resolved integration related questions, issues & other requests.
- Maintained internal integrations contact directory, policies & procedures, and technical documentation.
- Completed individually assigned tasks and projects as required.
- Served in a customer support or account management-capacity in times of need.
- Administered, maintained and updated the ICANotes WordPress site.
- Designed graphical assets in Photoshop for company use as requested.
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Aug 2018 – Dec 2018
Product Analyst (Remote)
ICANotes LLC
- Planned, organized, coordinated, and lead Integrations projects & strategic communications.
- Collected & organized information pertinent to projects from customers, vendors or other stakeholders and performed requirements analysis based on the gathered data in preparation for the execution of new integration projects.
- Coordinated with Engineers & Product Management to generate, deliver & follow up on project quotes.
- Coordinated and monitored project tasks, communicating and troubleshooting with internal staff, third party vendors and customers as needed to meet project deadlines.
- Worked with the support team & third party vendor teams to provide integration support & assistance to customers.
- Organized & maintained project data in a clear, accurate format for ease of access & use.
- Developed internal knowledge bases and wikis for integration support and reference.
- Communicated integrations-related announcements, news or issues to internal staff and customers as appropriate.
- Completed individually assigned tasks and projects as required.
- Served as customer support in times of need.
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Feb 2018 – Aug 2018
Implementation Coordinator (Remote)
ICANotes LLC
- Planned, organized, and coordinated Integrations projects & strategic communications.
- Collected & organized information pertinent to projects from customers, vendors and other stakeholders and performed requirements analysis based on the data in preparation for the execution of new integration projects.
- Coordinated with Engineers & Product Management to generate, deliver & follow up on project quotes.
- Coordinated and monitored project tasks, communicating and troubleshooting with internal staff, third party vendors and customers as needed to meet project deadlines.
- Worked with the ICANotes Support team and third party vendor teams to provide integration support & assistance to customers.
- Organized & maintained project data in a clear, accurate format for ease of access & use.
- Completed individually assigned tasks and projects as required.
- Serve in a customer support in times of need.
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Jun 2016 – Feb 2018
Support Team Member (Remote)
ICANotes LLC
- Responded to Customer support enquiries by phone, email and chat, troubleshooting customer issues and educating customers on ICANotes program functionality.
- Worked with third party vendors to resolve issues with customer billing claims, remittances and accounts, lab results, text message reminders, secure document transmission / downloads.
- Generated internal bug reports and worked with the ICANotes development team to identify and resolve program-related issues.
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Mar 2015 – Jun 2016
Level 2 Technician (Remote)
Support.com
- Provided tier two support to the call floor.
- Worked closely with both floor agents and supervisors.
- Handled escalation situations.
- Provided support to floor agents taking live calls, answering their questions and researching policy and procedure for questions without immediate answer;
- Assisted with management of 15+ person teams.
- Monitored call states of floor agents and reaching out to them as needed;
- Assisted agents with system and work related tool issues, including troubleshooting and further guidance when more advanced troubleshooting is required;
- Helped Command staff monitor line adherence to ensure that the floor agents are maintaining their proper schedules;
- Provided coaching to floor agents as assigned;
- Handled supervisor escalation phone calls from floor agents for those customers wishing to speak with a supervisor.
- Monitored and reported trends from the call floor to the supervisor staff of issues that may require addressing, such as call trends and re-occurring errors.
- Assisted with the training class nesting process;
- Worked with outlier agents on specific KPIs.
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Mar 2014 – Feb 2015
Client Services Remote Services Technician
(Remote)
Support.com
- Responded in real time to inbound customer questions and problems.
- Troubleshot and resolved service and technical problems using remote control tools on PC / Mac and Smartphone.
- Resolved customer complaints and situations calmly and courteously.
- Educated customers in the use of installed products, service offerings, billing, charges, and product features.
- Made outbound calls to touch base with new customers, ensuring the customer is satisfied with their new installation.
- Met retention, sales and customer service performance metrics.
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Sep 2013 – May 2014
Certified Computer Technician
Staples (US)
- Certified in store technician responsible for computer troubleshooting, repair, and manufacturer facilitation.
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Aug 2008 – Sep 2013
Certified Computer Technician
Staples Business Depot (CAN)
- Head Easytech computer in-store technician, responsible for computer troubleshooting, repair, and manufacturer facilitation, as well as ensuring store data privacy requirements were met.
- Produced in-store signage as needed using Photoshop.
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Apr 2005 – Sep 2007
Associate Attorney
Chartered Law Firm of Aubin Wade Robinson
- Drafted legal documents, prepared statements of legal opinions and
negotiated settlements of civil disputes.
- Advised clients of their legal rights and all matters related to law, researched legal precedents and gathered evidence, plead clients’ cases before courts of law.
- Responsible for Network and software troubleshooting.
- Designed website logo and bespoke business cards in Photoshop.
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EDUCATION
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2001
Juris Doctor, Law
University of Florida Frederic G. Levin College of Law
Studied with a focus on Intellectual Property law.
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1998
Political Science and Government
University of Florida
Minored in English with training in Business and Technical Writing.
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CERTIFICATIONS
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- LinkedIn – Become a Project Manager (Jul 2020)
- LinkedIn – Managing Project Stakeholders (Jul 2020)
- LinkedIn – Microsoft Project 2019 and Project Online Desktop Essential Training (Jul 2020)
- ICANotes EMR Certified
- Apple Certified Associate – Mac Integration 10.11
- CompTIA Security+
- CompTIA Network+
- CompTIA A+ Certified Professional IT Technician
- Florida Bar Licensed Attorney
- Hewlett-Packard Accredited Platform Specialist (HP Desktops, Workstations and Notebooks 2010)
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[column width=”5″]
[section_title align=”center” text=”Skills”]
[progress_bar text=”Business / Technical Writing” percent=”100″]
[progress_bar text=”Troubleshooting / Repair” percent=”100″]
[progress_bar text=”Customer / Vendor Relations” percent=”100″]
[progress_bar text=”Adobe Photoshop” percent=”100″]
[progress_bar text=”CSS3″ percent=”80″]
[progress_bar text=”HTML5″ percent=”90″]
[progress_bar text=”PHP” percent=”70″]
[progress_bar text=”HL7″ percent=”50″]
[progress_bar text=”Wordpress” percent=”80″]
[progress_bar text=”Javascript” percent=”40″]
[section_title align=”center” text=”TESTIMONIALS”]
[testimonial]
Jacob Navok
CEO / Genvid Technologies
“Sushil has impressive skills with Photoshop, web design and copy editing. He is dedicated and diligent, and won’t stop working until the job is done to everyone’s satisfaction.”
[/testimonial]
[testimonial]
Matt Bjorkman
Graphic Designer / Freelancer
“He is an excellent mentor and tutor, he both inspired as well as taught me the skills I needed in order to work within the field of Graphic Design.”
[/testimonial]
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