1. 9712 SOUTHMILL DR, GLEN ALLEN VA 23060
PHONE 571-346-0210 EMAIL JEFFREY.FOXWELL@GMAIL.COM
Jeffrey S. Foxwell
Summary
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 Experienced Operations and Implementation Specialist, with a focus in software deployment
 Proven record of engaging customers to facilitate successful partnerships throughout the lifecycle
 Employs continuous improvement mindset to simplify processes and workflows
 Adeptly moves between strategic and tactical mindset, leading to balance between customer and
organizational outcomes
Work Experience
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HCAIT&S Capital Division 2014-Present
Service Desk Analyst
 Owns support relationship for the 17 main hospitals in the Capital Division, including all the
outlying clinics.
 Creates a positive customer support experience by building strong relationships through deep
problem understanding,
 Drives for timely resolution or escalation: communicating promptly on progress,and handling
customers’ concerns as they arise, and engaging appropriate internal resources.
 Analyzes and resolves incident reports, achieving goals for first call resolution.
 Thoroughly document resolutions,ensuring visibility into customer needs.
 Adheres to HIPAA and other security protocols, ensuring safety and security of patient
information.
Alere Informatics 2006-2014
Interface Analyst / Tier Two Technical Support
 Partnered with Director of Operations to develop and implement a department specifically focused
on delivering support for system-specific interfaces.
 Provided escalated support for HL7 interface related issues,supporting over1500 hospitals
 Managed multiple implementation projects, leading to increased revenue recognition velocity
 Systematically improved data processing by partnering with customers to attain a holistic
understanding of their internal processes and building customsolutions to facilitate processing of
their data through the HL7 protocol
 Modified SQL queries in Visual Basic to manipulate output ofHL7 messages through Visual
Basic

2. Software Test Engineer
 Executed both manual and automatic test cases for requirement based testing of software products
in Quality Center
 Developed and tested various patient scenarios on different Point-of-Care instruments to create
data for test cases
 Designed requirement based test cases for manual testing
 Participated in rollout of AGILE project management for software development teams
 Created training materials and documentation utilized by all Alere Informatics departments and
customers
 Used queries to confirm data matched the requirement for the User Interface in SQL
Implementation Engineer / Technical Support
 Maintain a detailed record of customer issues in our customer relationship management
tools [HelpDesk and Salesforce.com (SFDC)]
 Coordinated, configured, and installed multiple data management products, including the
RALS brand, in over 30 hospitals across the United States
 Used network, device, and machine troubleshooting skills to help customers resolve
technical support issues
System/Language Utilization
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 SQL 2000 & 2008
 Visual Basic
 AtTask
 Salesforce.com
 HelpDesk
 HP Quality Center
 MS Office Suite
 Windows 2000 / XP / Vista / 7
 Crystal Reports
 VMware
 HTML
 Adobe Photoshop
 HL7 Protocol