Paulus Bailen

Experience

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  Rain Spa & Salon / Unique Lives

  Jun 2009 - Sept 2010

  Network Administrator / Receptionist / Ticketing Agent / Office Assistant

  » Installed, integrated, configured and/or supported new and existing workstations, tablets, peripheral devices (printers, mfc, scanners, credit card terminals and mobile devices)» Deployed new software and updates throughout the network» Managed user accounts (added and deleted) and group policies (created and modified) on Millennium software» Trained and evaluated new receptionists on Millennium software» Developed, maintained and created manuals for spa procedures and software training» Created and maintained company website using Adobe Dreamweaver» Designed service brochures using Adobe Illustrator and effectively moved printing from outsourced to in-house» Devised product coding convention and managed product inventory and database» Created lecture series renewal mailer and processed subscriptions using Ticket Turtle Show less

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  CIBC

  Sept 2014 - Dec 2014

  Testing & Technical Services Analyst

  » Code development for web application testing automation using QTP» Created and executed test plans; uploaded test cases on ALM (Quality Center)» Assisted in expanding existing concept to extend data matrix’s versatility for data driven testing» Experienced in full SDLC» Familiarity in both Waterfall and Agile methodology» White-box and black-box testing, including unit, SIT and DIT testing

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  Quadient

  Apr 2015 - Dec 2015

  Application Support Analyst

  » Provided 1st level support/technical solutions for clients in accordance to Service Level Agreement response time» Managed enterprise clients’ support tickets and new feature requests» Monitored, updated and resolved incidence while ensuring client satisfaction through frequent client contact and case escalation when necessary» Acquired and updated product knowledge through NetDimension’s Enterprise Knowledge Platform (EKPs)» Developed and maintained knowledge database using Salesforce CRM by updating case notes and summaries» Developed content for customer communications using Inspire Designer / PrintNet T Show less

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  Stericycle

  May 2016 - Jan 2021

  » Managed and prioritized open requests to ensure issues are resolved accurately and within predefined SLAs» Provided tier 2 support for Scottsdale team members» Created documentation on resolution for common issues and how-to guides to enable new team members to adapt and learn quickly» Trained clients on portal navigation and dynamic report generation» Designated support team member for a number of client accounts with non-standard configuration» Developed ideas for Salesforce process that reduced triage and client response time by at least 50 percent» Investigated client issues by querying client database and extracted relevant data for analysis» Configured and set up new service providers, locations and account settings» Provided support on a rotational shift basis as scheduled Show less

  • Implementation Specialist

    Mar 2018 - Jan 2021

  • Client Services Specialist

    May 2016 - Mar 2018
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  Omnicell

  Jan 2021 - Apr 2022

  Customer-Centric Guidance: Provided guidance to customers on optimizing medication management and created more efficient workflows and maintained a strong customer-centric focus. This involved understanding and aligning with the unique needs of various healthcare organizations, but delving deeper at the departmental level.Autonomous Project Completion: Worked autonomously, either on-site or remotely, to complete project plan activities required a high degree of self-reliance and the ability to meet project milestones with minimal supervision.Implementation Methodologies: Developed an understanding of implementation methodologies and applications from a project management perspective which was crucial for effectively executing implementation tasks.End User Training and Support: Provided preceptor and end user training prior to rollout. support and guidance during implementation in healthcare settings demanded strong communication skills and adaptability to meet diverse user needs. Show less

  • Professional Services Specialist

    Apr 2021 - Apr 2022

  • Implementation Consultant

    Jan 2021 - Apr 2021
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  Smile Digital Health

  May 2022 - Feb 2023

  Technical Implementations Lead, Intermediate

  Task Prioritization: Organized conflicting requests and balanced concurrent projects, including escalations to teams and/or leadership as required. The role often involved dealing with a broad list of issues to analyze and address, as well as high-level problems to solve, without a concrete task list for the day.Remaining Current on Industry Trends: Monitored industry trends and best practices to set the direction for clients' initiatives which required continuous learning, adaptation and interfacing with other subject matter experts (HL7, FHIR, OpenID Connect, SAML, JavaScript, JSON, and XML).Effective Communication: Required excellent communication skills, both written and oral, including lead meetings, documented ideas, and persuaded others. This was crucial for ensuring effective collaboration with customers, colleagues, and other stakeholders.On-Call Support: Participated in after-hours on-call support rotations, though not a daily occurrence, demanded readiness to address urgent customer issues beyond regular working hours. Most clients were located throughout the North American time zone and a few outside as far as Australia. Show less