1. Seeking a Product Manager, Business Analyst/Project Management, or Senior Support Analyst position
Excellent references  High work ethic  Exceptional troubleshooting skills  Fast learner  Creative
Summary
Over ten years of experience as a Software Application Resource and Support Advisor with management
responsibilities. I excel at troubleshooting and training. Key strengths include:
 Managing staff and resources in a constantly changing environment
 Working with a broad spectrum of clients including executive management from business, clinical and
technical domains
 Learning new technologies and adapting to shifting priorities
 Quickly taking newly learned information and creating classes to expand that knowledge to clients and
staff
 Researching and developing creative solutions
 Developing rapport and relationships
Executives praise my work ethic and leadership, and the clients I work with praise my thoroughness and ability
to find a successful resolution to any of their issues.
Professional Experience
Expert Support Advisor/Product Application Resource
Allscripts Healthcare Solutions (formerly Misys Healthcare), Raleigh, NC April 2003 – Current
Expert Support Advisor and Product Application Resource for one of the nation’s largest healthcare information
technology solutions for hospitals, physician practices and extended care organizations. Work as an application
resource for practice management software that supports over 380,000 physicians, clinics and hospitals across
the United States. As an expert support advisor I manage our team members (US & abroad) in troubleshooting
and resolving escalated cases.
Expert Support Advisor:
 Manage the Misys Tiger practice management software team; tasked with staffing, utilization and
employee scheduling to ensure adequate coverage across all regions. Help to transition team member to
various products and through company changes.
 Manage afterhours support team, setup schedules and available as escalation manager.
 Create training materials for application staff and teach classes on advanced practice management
software topics.
 Mentored, evaluated and trained overseas staff from initial hire all the way through advanced training.
Teach product functionality/troubleshooting along with call handling process to provide the best
customer support experience. And I continue to setup their training for continuing educational topics as
well as direct new hires through the same process.
 Maintain application team’s sharepoint site with updated knowledge base documents, passwords and
utility programs. Create new knowledge base articles, troubleshooting guides and process flowcharts to
keep up with product and regulatory changes.
711 St Catherines Drive, Wake Forest, NC 27587 h-919-554-4209 c-843-267-7160 bryanmarkusen@gmail.com
Bryan W. Markusen

2.  Manage nationwide client projects to implement new software, awareness and implementation of
insurance regulation changes (HIPAA, ANSI 5010, ICD10), evaluate new sales opportunities and promote
cross-company application adoption.
 Effectively handle escalated issues, supervisor cases and high profile clients to ensure a timely and quality
resolution. Focus on clients needing assistance with consistent escalations, clients flagged for client
retention, and those transitioning between software products.
 Create client documentation, webinars, online knowledge base articles and other training materials for
clients. Provided in office training for new clients as well as main point of contact for training needs.
 Create and present training seminars at large (1000+ clients) nationwide conferences and small (~100 or
less clients) regional user conferences.
 Rapidly learn practice management and clinical software; both new applications acquired by our
company as well as updates to currently supported software.
 Contact nationwide clients to help resolve any problems they are experiencing with computer systems.
Have worked incoming call center to assist with client support.
Product Application Resource:
 Identify software product issues. Run analysis to find source, cause and affected software versions.
Develop workarounds, possible fixes and check for regulatory changes. Develop course of action and
escalation to our Research & Development team for them to implement fixes and patches. Help to
determine timeline as well as projected correction deployment (patch or software update).
 Alpha and Beta Test new software and updates for practice management software. Main point of contact
for beta clients to help identify issues or other software concerns.
 Upload and implement software patches on needed clients.
 Handle high level case issues from staff. Correct and rebuild data files on clients’ systems. Assist with
major out of balance issues on client data.
 Trained new contract R/D team on product and data functionality.
 Maintain resource team’s sharepoint site with updated knowledge base documents, updated software
issues, R/D fixes & patches and utility programs. Create new knowledge base articles, software issue
guides to keep up with product and regulatory changes.
IT Related:
 Work on server support team assisting clients with performance issues on database and terminal servers
in relation to their clinical and proactive management software.
 Install for the client or assist client with install process for practice management and clinical software on
AIX and Window’s servers.
 Install and update virus software on Window’s servers. Provide technical assistance for issues with
viruses.
 Provide technical support for printers on AIX and Window’s servers.
Results:
 Employee of the Month: July 2006, Sept 2007, June 2008, May 2009, May 2012.
 Support Outstanding Recognition Award: 2010, 2011.
 Allscripts 2013 Client Support Superstar Award for Outstanding Client Satisfaction.
 Successfully maintain highest level of client satisfaction and case resolution.
 Created effective training and materials for new and current staff to ensure their level of support remains
the highest within the company. The Tiger Practice Management team has consistently kept a high level
of client satisfaction and case resolution.
Office Manager/Technology & Business Consultant/Computer System Administrator
Jack W. Markusen, DMD PA, Myrtle Beach, SC 1990 – February 2003
Manager/Consultant/Computer specialist providing assistance in all areas of a dental practice. Setup and
maintained entire computer network. Trained and managed staff in business and computer operations.

3. Office Manager:
 Managed office staff. Interviewed, evaluated and hired new employees. Trained staff in office procedures
and policies as well as computer use.
 Worked in all areas of the office: accounting, collections, scheduling, insurance, office advertising and
promotion, patient coordination and clinical assistant.
Technology & Business Consultant:
 Evaluated business and clinical needs for new medical system. Created functional specifications and user
interface specifications to upgrade existing hardware and software.
 Evaluated different clinical/business software from various vendors to pick the best options to fit the
needs. Managed data transition from old to new software.
 Learned functionality of new clinical office software and then trained all staff on usage. Assisted with
troubleshooting as well as working with vendor to correct any found issues.
 Created clinical documents for patient management along with informative brochures for continuing
education.
 Created promotional marketing materials for distribution in mailers, newspapers and television ads.
 Designed, implemented and maintained company website.
Computer System Administrator:
 Transitioned computer system from AIX to Windows.
 Transitioned network from coaxial cable to Base T to wireless.
 Purchased and removed/replaced old hardware as needed: servers, pcs, laptops, printers, copiers and
operatory touchscreen monitors
 Installed/upgraded operating systems, clinical software, business software, virus protection and general
applications on all computers
 Maintained and helped with troubleshooting on all computer equipment.
Results:
 Successfully kept office up-to-date with latest technology so Dr. and staff could work more effectively and
provide better care to their patients.
 Increased patient activity through successful marketing and broader awareness with office website.
Technology & Business Consultant
Coastal Samaritan Center, Myrtle Beach, SC May 1999 – August 2002
Technology and business consultant for a non-profit counselling center.
 Interpreted business needs, user requests, and underlying user needs and documented requirements,
functional specifications, and user interface specifications to upgrade existing hardware and create new
Local Area Network.
 Analyzed new accounting and clinical software and implemented installation. Trained staff on new
software.
 Contributed to staff process improvements; creating process documents, guidelines, and training
materials; and patient informational sheets.
 Created and maintained company web site.
 Merged existing patient and local businesses data into usable databases. Patient data was merged
together to implement in new clinical/billing software. Business data was pooled to send out
communication about current projects, fundraisers and the center’s availability to the community.
 Project management responsibilities included setup and execution of annual charity golf tournament.
Sought out contributions and donations from local businesses.
Results:
 Created a functional computer network with improved software so staff could more effectively and
efficiently treat and bill their clients.

4.  Increased awareness of the center’s availability to the community as well as increased contributions and
donations from projects and fundraisers.
Skills
Accounting / Collections
Accounting Software
(QuickBooks, Quicken)
Alpha Testing
Antivirus Software
Management
Backup Software Management
Beta Testing
Building Partnerships and
Networks
Business Consulting
Business Process Analysis
Business Process Development
Business Process Requirements
Call Center Support
Call Center Management
Call Center Resource
Client Support
Client Resource
Clinical Assistant
Clinical Software (EMR, EHR,
MU, Patient Portal)
Cognitive Walkthroughs
Concepts
Contextual Inquiry
Data Analysis
Dental Software
Design Guidelines
Documentation
Emulation Software
Escalation Management
Flowcharts
Fundraising
Hardware Evaluation
Hardware Installation
Hardware Support
Heuristic Reviews
IBM AIX UNIX
Insurance processing (medical,
dental)
Interviews
Knowledge Base (KBase)
Localization
Management
Marketing
Mediation
Medical Software
Mentoring
Microsoft (Windows, Server)
Microsoft Office (Word, Access,
Excel, Outlook, Powerpoint,
Publisher, Lync)
Needs Analysis
Network Development
Network Implementation
Network Support
Observations
Patient Coordination
Personnel Management
Photo Manipulation Software
Practice Management Software
(Misys PM, Tiger, Allscripts
ProPM)
Presentation Development
Presentations
Process Analysis
Process Design
Process Flow Charts
Process Improvement
Process Workflows
Programming (Java, SQL,
COBOL, C++)
Project Management
Prototyping
Rapid Prototyping
Recommendations
Requirements Analysis
Root Cause Analysis
Salesforce (CRM, Support)
Shadowing
Sharepoint
Software Evaluation
Software Installation
Software Support
Standards (ISO medical, HIPAA)
Strategic analysis
Style Guides
Support Management
Support Resource
Task Analysis
Training Development
Training Instruction
Usability Objectives
Usability Testing
User Interface Design
User Interface Specification
Web design/web portal
Education
Bachelor of Science in Computer Information Systems, University of South Carolina, Columbia, SC, 2000.
 Cum Laude
 Dean’s List, College of Science and Mathematics
 USC Honor’s College
 Student Leadership Award
References
References are available upon request.