Kevin Patterson

• Delivered frontline technical support for Altera Clinical Performance Manager and Sunrise Charge Logic to clients in US, Australia, Canada, and Guam
• Diagnosed and resolved wide range of issues including application configuration and user workflow errors, as well as web-based connection issues for all clients
• Ensured government reporting and regulatory compliance
• Partnered with development and implementation teams to conduct thorough analysis of recurring client issues
• Developed comprehensive best-practice guidelines to address challenges
• Enabled clients to add enhancements expanding application functionality to meet up-to-date market needs based on state laws and regulations
• Utilized SQL profiling and scripting tools to diagnose and resolve complex database and application issues
• Leveraged PowerBI Desktop and PowerBI Report Server to maintain and troubleshoot reports and dashboards
• Collaborated with development, solutions, and services teams to resolve client issues, including installs and updates
• Designed and conducted comprehensive training for team members

• Provided frontline technical support for Paragon RxWriter and Sunrise Charge Logic
• Diagnosed and resolved range of issues including physician electronic signature errors, medication error alerts, prescription transmission failures, e-prescribing workflow issues, application and configuration errors, data import issues, and workflow bottlenecks across 120+ hospitals
• Resolved 50+ physician electronic signature errors per month
• Reduced prescription transmission failures by 80%
• Facilitated faster medication orders, increased patient satisfaction, and reduced prescription delays
• Utilized SQL profiling tools and script writing to analyze and resolve complex technical issues within Paragon application
• Collaborated with development, solutions, and services teams to discover solutions to complex application code defects
• Created, implemented, and led training program for new Paragon offshore afterhours team
• Spearheaded development of comprehensive training materials and knowledge base for client's charging application
• Supported and guided beta clients, resolving complex issues and ensuring error-free system implementation
• Cultivated relationships with development and implementation teams, developed best-practice workflows, and conducted semi-annual remote client learning labs

Frontline after-hours support for Paragon Financial, Pharmacy, and Clinical Lab applications utilizing CRM case logging tool

• Maintained highest case resolution rate on team, consistently exceeding performance metrics, and recognized for exceptional customer service
• 70% reduction in case resolution time, significantly improving customer satisfaction
• Streamlined client workflows, optimizing job scheduling, reducing average job processing time, and improving system response time by 30%