APPOLONIE ZANGER
Quincy
Summary
Over the past five years, I have been working at Intelerad Medical System - formerly know as Ambra Health, where I first joined as a Customer Success Analyst - responsible for product support overnight. I have since been promoted to Team lead - System Support working as the primary technical resource for customers, which range from major hospital networks to small radiology facilities. As a member of the Support Team, I play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. I am also responsible for real-time troubleshooting of company’s products and software and I also work to resolve various cases submitted by our customers daily in a timely manner.
Overview
14
14
years of professional experience
Work History
Team Lead - System Support
Intelerad Medical Systems
11.2020 - Current
- Respond to client problems (phone/portal) Escalations from Customer support Analyst L1 and actively monitor client sites.
- Log and document all incidents within a ticketing system and problems within ServiceNow received from customers or escalated from Customer Support Analyst L1
- Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
- Presents problem analysis and recommended solutions in a creative and logical manner working with R&D or Dev Ops Teams
- Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
- Refer incidents to other parties when an incident is beyond your current skill-set.
- Manage and exceed customers’ expectations by providing excellent service
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
- Participate in sharing knowledge and publishing Knowledge articles
- Participates in incoming Tier 1 phone coverage on a regular basis and or when needed
- Participate in, and potentially lead, ad hoc projects to help improve support operations.
Sr. Test Analyst
UST Global, CA, USA
07.2018 - 04.2020
- Review and Lead scripts development for UI and Web Services including API Rest services and SOAP XML services – Including AWS cloud service testing.
- Review architectural design for performance risks and potential issues
- Work with Business Analyst and developers when needed to ensure a complete understanding of performance requirements including SLA to match production response times and transaction rate
- Gathered NFRs and application design documents.
- Preparation of test plan development and test design documents by interacting with the client and other business stakeholders.
- Navigate the flow of the application manually and prepare the test data validation.
- Responsible for creating scripts and resolving scripting issues using LoadRunner VuGen and expertise in workload modeling.
- Executed load tests, stress tests, spike tests etc... And monitored response times, throughput, hits/sec, etc.
- Responsible for monitoring the application's performance for bottlenecks under Load and Stress tests using tools like CA Wily Introscope and Splunk.
- Test summary, report creation including and sharing to the clients on time.
- Defect Identification, reporting and escalation Management - Jira
- Environment: Windows operating system, JIRA, Micro Focus HP LoadRunner component (VuGen, Controller, Analysis), HP Performance Center, Java/J2EE environments, .NET environment, CA Wily Introscope, JMeter, Postman, SOAP UI, Splunk, C Programming Language, MS Office (Word, Power Point, Excel).
Performance Engineer
Core Solutions Group, OR, USA
10.2012 - 07.2018
- Same responsibilities and environment as described above with an emphasis on testing various UI applications via LoadRunner web HTTP/HTML and Truclient protocols.
Jr. Performance Tester
Indecon Solutions LLC, IN, USA
04.2011 - 10.2012
Education
Master of Science Degree - Information Systems
Illinois State University
Normal, IL12.2010
Bachelor of Science Degree - Business Administration
Illinois State University
Normal, IL12.2007
Skills
- 3-5 years of work experience in Windows administration and technical customer support
- Knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Experience running queries in SQL
- Experience with SaaS
- Experience in a medical and/or research environment
- Excellent customer service skills
- Excellent problem solving & analytical ability
- High attention to problem description, detail, and impact
- Ability to work under pressure
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Team Lead - System Support
Intelerad Medical Systems
11.2020 - Current
Sr. Test Analyst
UST Global, CA, USA
07.2018 - 04.2020
Performance Engineer
Core Solutions Group, OR, USA
10.2012 - 07.2018
Jr. Performance Tester
Indecon Solutions LLC, IN, USA
04.2011 - 10.2012
Master of Science Degree - Information Systems
Illinois State University
Bachelor of Science Degree - Business Administration
Illinois State University
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