In May of 2006, I joined Rick John’s Tier 2 Order Management Support team. In the healthcare world, “orders” are the way things get done. Need a new bedpan? Here’s an order. Need a lunch? Here’s an order. Lab results? Here’s an order. Order Management is the core of the Cerner Millenium Platform (over 40 million lines of code). When nurses and doctors find bugs in the applications they are using, it goes to a Tier 1 Support representative. When they can’t figure out what’s wrong, they push it to Tier 2 where software engineers run the code in debug to isolate the issue.
I went through one week of training, and started closing trouble tickets immediately. I debugged easily in a programming language I’d never used (Visual Basic). I triaged all incoming requests and routed issues to the right engineers. I authored the “Hithchiker’s Guide to the Order Management Univerise,” a technical training module that could bring any new hire up to speed in days instead of months.
Here is what Rick John had to say in 2006:
To Whom it May Concern:
Trafton Esler served as a college intern on my team for three months during the Summer
of 2006. He was responsible for triaging all of our incoming Tier 2 activities, investigating some Tier 2 activities to closure, and creating useful documentation for our use and for future new hires.
Trafton was first tasked with triaging all incoming activities. This included reviewing all new activities coming from Tier 1 support and ensuring that they were ready for investigation by software engineers. Trafton quickly picked this up and progressed into actually troubleshooting some of these activities on his own. On his own, Trafton also started sending out a summary of all activities triaged that day. The summary included a description and current status of the actvities triaged. This was useful for the team to quickly find incoming issues that were similar to issues they were already working on.
Trafton’s second task was to create a document that he would want if he were just starting. This was a daunting task considering the amount of knowledge required by this team for efficient troubleshooting. Trafton ran with it though, and created the affectionately known Hitchhiker’s Guide to the OM Galaxy.
In the fast paced, stressful environment on which most Cerner associates thrive, Trafton
was able to blend in quickly and provide value to the team and the company. He expanded most of the tasks I gave him past what I expected of him and was willing to share possible improvements to our process where he saw flaws. I would recommend him for any position requiring a motivated person willing to adapt to most situations.