supervisor advanced technical support resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

I am a hard-working supervisor and team leader for a software development team of creative, attack the problem personnel. With over 20 years of exceptional experience in service, implementation and development under my belt, I focused my strengths on resolving issues and projects with the highest level of integrity. I managed and developed SIRT and InSight into an industry standard software platform that can easily transition to new technologies. I am always looking for better methods with new languages and technologies - I am never satisfied with the status quo. I am responsible for creating a team oriented atmosphere with my staff and always leaving the door open to address any of their personal or professional concerns.

  • Highly Professional
  • Collaborative Team Player
  • Multitasking and Prioritization
  • Problem Solving
  • MySQL
  • Verbal and Written Communication
  • Time Management
  • Positive and Upbeat
Work History
07/2014 to Current Supervisor, Advanced Technical Support MEDITECH | City, STATE,
  • Team responsible for the MEDITECH Statistical Information Retrieval Tool (SIRT). This tool is used to send back key system and application level metrics for MEDITECH customers. This data is used in proactively monitoring a customers system to prevent adverse events from occurring at MEDITECH customers.
  • Led a team that designed, developed and deployed a time tracking application to be used company wide. This system links to several MEDITECH internal systems such as Atlassian JIRA, Salesforce and the Account Management System. Statistical dashboards were created for management to review where time was being spent and used to aide in the allocation of resources in groups.
  • Team responsible for creating dashboards to assist MEDITECH application support groups in doing their day to day activities in a more timely manner. Leveraging Angular and a LAMP stack backend to speed up the data gathering from various MEDITECH systems and giving the end user an easy to understand visualization of the data.
  • Act as Scrum Master for my agile development team. Lead daily scrums for my multi project team of programmers. Responsible for reviewing and refining of our JIRA backlog.
  • Maintain Kanban board for multiple projects within group to make sure they remain on target for completion.
  • Responsible for holding product Stake Holders meetings to keep the projects aligned with their goals and meet expectations. Adjusting project schedules and targets as needs for the project change
  • Designed several SSRS report used by the Holiday dispatch group to direct call's to the correct on call programming resource
  • Established an environment where each member of the team can be effective and acheive career goals. Engaged in meaningful interpersonal interactions with staff, contributing positively to my team’s morale and career satisfaction
  • Keep comminucation lines open with my management team regarding my staff’s questions or concerns and promoting my staff’s accomplishments
  • Serving as a first point of contact for any personnel-related issues, maintaining an open door policy when staff need advice
  • Maintaining team logistics including vacation, sick, and telecommuting time as well as reviewing fringe, timesheets, and expense reports
  • Assisting staff with prioritizing their workload and monitoring the productivity of their team
  • Participated in the interviewing process with potential candidates
  • Converted home grown CSCT sytem for adverse MEDITECH customer event tracking over to use a Atlassian JIRA to achieve the same result.
01/2010 to 07/2014 Senior Programmer/Analyst, Advanced Technical Sup MEDITECH | City, STATE,
  • Worked on various high profile projects for multiple MEDITECH application groups
  • Designed and Developed in an internal database and user front end (CSCT) for tracking MEDITECH customers that were having slowness or downtime in their MEDITECH SYSTEM
  • Designed and developed the MEDITECH View Only EMR solution. This application was critical for sites going through a planned or unplanned downtime in that it would allow clinicians to have access their patients critical clinical data during the downtime event.
  • Troubleshooting and debugging, evaluating and installing software and content, coding enhancements and corrections fro MEDITECH customers
  • Demonstrated very strong technical skills, product knowledge, and debugging skills for multiple MEDITECH applications and programming technologies
  • Resolved both routine and complex technical issues, regularly performing root cause analysis
01/2006 to 07/2010 Senior Programmer/Analyst, Continuing Care MEDITECH | City, STATE,
  • Senior programmer for multiple MEDITECH applications including Administratives, Clinical, Financial and interoperability Groups
  • Proficient in multiple MEDITECH technologies/platforms as well as indutry standard programming languages
  • Acted in a peer review capacity to validate other programmers code
  • Displayed self-sufficiency in decisions impacting the customer database and application
  • Coded custom projects balancing both customer needs and standard product design
  • Volunteered for special projects and off hours responsibilities
  • Possess leadership skills and acted in a supervisory capacity when supervisor is unavailable
  • Effectively led both internal and external conference calls as well as group meetings as needed
01/2000 to 01/2006 Programmer/Analyst, Special Projects/Home Health/ MEDITECH | City, STATE,
  • Responsible for providing timely, accurate, and high quality software support to our customers
  • Programmer responsible for updating MEDITECH customers TEST and LIVE environments,
  • Worked closely with PtCT in diagnosing interface issues between MEDITECH Home Health and PtCT Nursing hand held devices
  • Supported multiple MEDITECH Home Health Application including, Billing, Admissions, Abstracting, Scheduling, MIS.
  • Troubleshoot and researched customer issues through analyzing code and data
  • Needed to Understand applications from a technical and user perspective in a patient care setting
  • Understood database configurations and their impact on code, data, and performance
  • 2006 - Programmer Continuing Care Group, Applications supported Billing, Admissions, Abstracting, MIS, Scheduling, Order Entry, Physician Order Management, Enterprise Medical Record, Medical Records, Physician Care System, Nursing
Expected in 05/1988 High School Diploma | Marian High School, Framingham, MA GPA:
Expected in No Degree | Chemistry University of Hartford, West Hartford, CT GPA:
Expected in 05/1999 Bachelor of Science | Computer Science Framingham State University, Framingham, MA GPA:
  • Google Project Management, Coursera - December 2021
  • Google Data Analytics, Coursera - November 2021
  • Agile with Atlassian Jira, Coursera - November 2021
  • Learning R, LinkedIn - October 2021

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Resume Overview

School Attended

  • Marian High School
  • University of Hartford
  • Framingham State University

Job Titles Held:

  • Supervisor, Advanced Technical Support
  • Senior Programmer/Analyst, Advanced Technical Sup
  • Senior Programmer/Analyst, Continuing Care
  • Programmer/Analyst, Special Projects/Home Health/


  • High School Diploma
  • No Degree
  • Bachelor of Science

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