Summary
Overview
Work History
Education
Skills
REFERENCES
LETTER OF RECOMMENDATION
Timeline
Generic

Michael John Mortensen

San Marcos

Summary

Dynamic Application Support Analyst with expertise in Allscripts and clinical software, delivering exceptional customer service at Sharp Health Care. Proven ability to resolve data integrity issues and enhance user satisfaction. Strong communicator with a solid foundation in Microsoft Office 365 and remote support tools, driving productivity and efficiency in fast-paced environments.

Overview

21
21
years of professional experience

Work History

Application Support Analyst

Sharp Health Care
San Diego
09.2015 - Current
  • Supporting Allscripts Enterprise Practice Management (PM), Enterprise Electronic Health Record. (EHR), Touch Works Scan. and Follow My Health.
  • Providing customer service support for end users to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity.
  • Provisioning user accounts for new practices and service additional account requests from existing practices.
  • Monitoring interface message and error logs, including demographic registration, appointment scheduling, physician order and test result interfaces; researching solutions to data integrity issues; correcting and resubmitting erroneous data; working with third-party data providers (i.e., labs, diagnostic service providers) to resolve data problems at the source, as necessary.
  • Understanding interface engine concepts and working knowledge of HL7 messaging formats.
  • Providing end user training on software and hardware via remote control or over-the-phone.

TAC Representative - Technical Assistance Center

Sharp Healthcare
San Diego
09.2013 - 09.2015
  • Support employees and patients of Sharp Healthcare, via 24 hour help desk. Call center environment: that includes creating help desk tickets and taking approximately 50 calls a day, while providing excellent customer service.
  • Knowledge of several applications, including patient portal web site, office applications, and clinical applications.
  • Active Directory knowledge, including password resets, new account requests, and adding applications for users.
  • Responsible for completing assigned help desk tickets, in a timely manner, and voicemail password resets.
  • Special projects, as assigned, that include processing PDA Agreements, installing applications/printers on employee computers (remotely) and troubleshooting printer issues.

Broker Liaison

Bexil American Mortgage dba American Mortgage Network
San Diego
11.2012 - 08.2013
  • Provided a high level of customer service to brokers, their staff and other employees within my own organization.
  • Assisted Account Executives (AE) in assigned territory. Maintained relationships with brokers, loan officers and loan processors.
  • Maintained the AE’s pipeline from origination to funding. Responsible for pricing, product guidelines and all loan submission requirements, such as GFE requirements and all initial documentation to disclose properly to borrower.
  • Primary point of contact between AEs and brokers.
  • Excellent communication skills.

Wholesale Lending Associate

Union Bank
San Diego
02.2011 - 11.2012
  • Assisted two high producing Account Executives as their loan assistant and inside support.
  • Maintained broker email distribution list, sent out daily blast to brokers, rate sheets, program niches, pricing specials, program changes and general notifications.
  • Received calls/emails from brokers and broker processors on loan scenarios, pricing, how to submit, appraisal appeals, rush requests and general status.
  • Worked very closely with operations, from start to finish, from loan setup to funding.
  • Technical website support for the entire Wholesale Sales Team, and brokers. Responsible for user maintenance and performed quarterly broker certifications.

Website Support Helpdesk and Production Support

Vertice, a division of Wachovia
San Diego
05.2004 - 06.2009
  • Broker Support Help Desk for Vertice website. Responsible for content and usage of company website.
  • Primary point of contact for outside sales representatives.
  • Trained wholesale mortgage brokers on all available functions of the loan management website.
  • Developed policies and procedures for the website support and production support functions.
  • Responsible for updating Broker emails and fax numbers through outside vendor and complete knowledge of software used to distribute company notifications and flyers to internal and external clients.

Education

B.A. - Communication

Arizona State University
Tempe, Arizona
06-1997

Interpersonal Communication

University of London
London, England
08.1994

Skills

  • Clinical Software, Allscripts, Cerner and EPIC
  • Microsoft Office 365, Ivanti, Dynamics CRM, BMC Remedy, Sharepoint, and MAC OS and Windows OS
  • Remote software Bomgar, and knowledge of Citrix environments, Workspace and Receiver
  • Mortgage loan software, Calyx Point, Encompass, Byte, Genesis, Contour, DataTrac, LMS (proprietary LOS system)

REFERENCES

  • Amanda, Patton, Amanda.Polizzi@sharp.com, 619-894-5629, Sharp Healthcare, mobile
  • Cristina, Ocampo, Cristina.Ocampo@sharp.com, 619-884-0914, Sharp Healthcare, mobile
  • Erwin, Maduro, erwinmaduro@gmail.com, 619-952-4876, Sharp Healthcare, mobile

LETTER OF RECOMMENDATION

Available upon request

Timeline

Application Support Analyst

Sharp Health Care
09.2015 - Current

TAC Representative - Technical Assistance Center

Sharp Healthcare
09.2013 - 09.2015

Broker Liaison

Bexil American Mortgage dba American Mortgage Network
11.2012 - 08.2013

Wholesale Lending Associate

Union Bank
02.2011 - 11.2012

Website Support Helpdesk and Production Support

Vertice, a division of Wachovia
05.2004 - 06.2009

B.A. - Communication

Arizona State University

Interpersonal Communication

University of London

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Michael John Mortensen