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Robert Kugber

@robertkugber

Application support analyst at Nova Scotia Health supporting Oracle Cerner rollout and stabilization through troubleshooting and workflow validation.

Canada

Message

At Nova Scotia Health, I support the Oracle Cerner rollout and stabilization by helping clinical and administrative users resolve access, navigation, documentation, and workflow questions.

I investigate application concerns by capturing symptoms, business impact, and reproduction steps, then support workflow and fix validation and escalate unresolved issues to technical teams.

At Havenhill Synergy Limited, I monitor dashboards, alerts, and logs, document incidents, and coordinate technical follow-up. I also built Excel, SQL, Python, and Power BI reports and data checks that reduced recurring reporting time by 40%.

Earlier, I reviewed operational alerts and logs at Havenhill Synergy Limited, supporting 99% uptime across critical sites. At HGS, I improved issue resolution time by 20%, and as an Apple Technical Support Advisor at Teleperformance, I achieved 85% customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

At-the-Elbow Support Consultant

Current

Nova Scotia Health

Sep 2025 - Present (1 year 1 month)

Provides frontline application support during Oracle Cerner rollout and stabilization, troubleshooting access, navigation, and workflow issues. Supports testing and validation of fixes, documents results, and escalates unresolved issues to technical teams.

Oracle Cerner Troubleshooting Workflow Validation Technical Escalation User Adoption Documentation Communication Skills

Current

Remote Monitoring and Technology Support Associate

Current

Havenhill Synergy Limited

Mar 2021 - Present (5 years 7 months)

Monitors distributed systems, dashboards, alerts, and logs; investigates anomalies and service interruptions. Builds reports using Excel, SQL, Python, and Power BI, reducing reporting time by 40%.

Monitoring Troubleshooting Incident Documentation SOPs Excel SQL Python Power BI Vendor coordination

Monitoring and Control Analyst

Havenhill Synergy Limited

Jan 2018 - Mar 2021 (3 years 2 months)

Reviewed operational alerts and logs, documented incidents, and escalated interruptions to support 99% uptime. Prepared daily performance summaries and incident reports, analyzing recurring concerns.

Monitoring Incident Documentation Log Review Reporting Troubleshooting

Customer Support Analyst

HGS

Jun 2020 - Jan 2021 (7 months)

Handled customer and technical inquiries, documented interactions in Salesforce CRM, and escalated complex cases. Improved issue resolution time by 20% through accurate case capture and pattern recognition.

Salesforce Customer Support Troubleshooting Case Management Escalation Management

Apple Technical Support Advisor

Teleperformance

May 2019 - Sep 2019 (4 months)

Troubleshot Apple account, device, software, and connectivity issues through structured questioning and remote guidance. Documented cases, escalated unresolved issues, and achieved 85% customer satisfaction.

Apple Products Troubleshooting Remote Support Customer Satisfaction Documentation