SUMMARY:
- Enthusiastic System Support Analyst seeking to benefit an IT Department with strong support knowledge and leadership skills. Support is a passion for me and I truly excel in this area.
- Excellent customer support and communication skills
- Proven ability to learn quickly, specifically in technical areas
- Self - motivated with the ability to work independently
- Relational skills that promote effective interaction with a wide range of individuals
- Exceptional organizational skills derived from a career of balancing day-to-day duties
- Support end users remotely and on site
- Identify, troubleshoot, research, support and resolve customer application issues
- Escalate issues to development team, as necessary
- Vast technical knowledge, possess both deep functional and technical knowledge of supported applications
- Demonstrated ability to teach and coach classroom and web-based training
- Assist with process flow for resolution of issues and application defects
- Familiar working in .Net, Java and Oracle based applications
- Comfortable running and updating SQL Queries in PL SQL
TECHNICAL SKILLS:
WebEx, LANDesk, Remote Desktop, SharePoint, Borland Star Team, PL SQL for Oracle, MS Office
PROFESSIONAL EXPERIENCE:
Confidential, Bremerton, WA
Home Customer Product Support Representative
Responsibilities:
- Provide training via telephone and desktop sharing
- Competency using Microsoft Windows
- Exception communication & verbal skills
- Strong soft skills
- Excellent computer skills
- Ability to work independently and in a team setting
- Able to easily build rapport with customers
Confidential, Tacoma, WA
Senior Support Analyst
Responsibilities:
- Primary support for multiple large scale financial application, utilized by more than 20,000 teammates
- Provide Tier 3 application support to customers (500+ nationally and internationally)
- Analyze problems, answer questions and provide training
- Identify, test, and document workarounds for defects
- Provide timely updates to customers on open support issues
- Built and maintained successful relationships with application users
- Research issues on various databases, internal & external applications to resolve inquiries
- Generate and document manual processes to be used for daily system analysis and health checks
- Introduced new processes to the support and development teams for working support tickets
- Implemented triage process for aging support tickets and tasks, maintained reporting for triage across the support and development teams
- Quality Assurance multiple application releases
- Manage the Quality Assurance process for multiple application releases
- Create training manuals
Confidential, Tacoma, WA
Trainer, Accounts Payable
Responsibilities:
- Successfully rolled out an imaging application for use in Accounts Payable and throughout 2,000+ patient treatment centers and a new teammate reimbursement application via on-line meeting center and conference call for use throughout the company.
- Execute and/or review results of test plans to ensure the system meets requirements
- Document new processes
- Create training materials and manuals (paper and electronic)
- Trained Accounts Payable teammates
- Verify invoice accuracy and validate center identification
- Code and key invoices; match back-up to invoices
Confidential, Tacoma, WA
Trainer, Reimbursement Operations
Responsibilities:
- Trained new Reimbursement Operations teammates on multiple applications to perform their job duties
- Monthly and weekly billing procedures
- Proper claim accounting
- Process for working credit balance accounts
- Develop training materials and processes around new application functionality or changes
- Setup billing templates
- Managed security settings for billing system
Confidential, Tacoma, WA
Patient Account Representative
Responsibilities:
- Performed revenue cycle billing
- Collected outstanding revenue from responsible insurance companies
