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Home Customer Product Support Representative Bremerton, WA

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

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