SUMMARY

• Results-oriented professional with experience in various high-volume environments.
• Able to handle 1000 plus customer service calls per day.
• An aggressive problem solver with teh ability to establish priorities and initiate viable courses of action to obtain objectives.
• Skilled at organizing complex projects, defining project priorities, and delegating tasks.
• Familiar with TCP/IP, Exchange, Platform Integration and ITIL framework.
• Familiar with multiple ticketing systems; ServiceNow, Jira, Remedy, AtTask and Heat
• Extensive experience in Dameware, PC Anywhere, MS Office Suite, Windows xx, MAC and Peripherals.
• Quickly learn procedures and methods.
• Excellent verbal and written communication skills.

EXPERIENCE:

Modal Resource Consultant

Responsibilities:

• 100% traveling assignment
• Provide consultative services for M*Modal software to UCI and UCSD
• Point person for implementing, integrating, testing and upgrading M*Modal software within EPIC hosted platform
• Train staff and physicians, create documentation, support templates and how-to videos.
• Provide tech support for all issues regarding software, hardware on site and remote
• Hosted and coordinated conferences between vendors and clients to discuss/resolve concerns and issues
• Managed, maintained and created user logins, created procedures and guidelines for requesting access
• Created reports to monitor utilization and provide statistical data for management

Application System Analyst/System Security Administrator

Responsibilities:

• Provide senior consultative services for MModal and Spheris applications, new project implementations, providing support directly to customers and stakeholders in new product development, provide Subject Matter Experts to teh Learning Team, halped coordinate product releases, providing content and feedback for continuing education of Customer Care Center staff.
• Demonstrate a thorough understanding of teh ADT and document upload interfaces and their significance in teh healthcare documentation industry, and more specifically to teh healthcare transcription industry
• Submit Product Enhancement Requests on behalf of customer, and provide updates back to customer on status of request
• Ensures Clients are aware of upcoming product releases and coordinates upgrades as necessary.
• Supports corporate technology initiatives
• Traveled to client sites and hosted webinars to halp train clients, IT staff, Doctors and Transcriptionist
• Create end user and in-house tech user accounts for access to applications
• Monitor Qcare, Remedy and AtTask (incident/project tracking application) for assigned tickets, working issues until resolved.
• Access client’s networks through Citrix, VPN, Web Portal, Net Support, PC AnyWhere, LanDesk, Dameware and RDP
• Created documentation for Staff and Clients, provide webinar training on applications for Clients and Staff
• Populated and maintain Support Knowledgebase for in-house product support
• Enforced and followed HIPAA and Best Practice guidelines

Part Time Entry Level Collection Specialist

Responsibilities:

• Outbound calls to clients to collect on past due accounts
• Received inbound calls to process payments and answer inquires
• Resolve client issues and request, provide pay-off information

Supervisor of Operations/Project Coordinator

Responsibilities:

• Responsibilities included problem detection and solving, fixing and reinstalling software and hardware, and maintaining teh company network.
• Maintained and setup new user security accounts for Windows, UNIX, Biometric, Geneva and Kronos.
• Fingerprinted end-users in Biometric/Privacy Shell application for access to hospital network and applications.
• Monitored UNIX servers for space utilization and purged data when needed.
• Posted data to payroll records in Geneva/HR and Kronos application.
• Structured and maintained payroll databases using Kronos Timekeeper/web base application.
• Troubleshoot, diagnosed, installed, upgraded, configured, and repaired computer systems.
• Monitored and maintained Patcom/Keane patient and accounting Application and Threshold/Keane Pharmacy/Scheduler/Accounts Payable application on UNIX servers.
• Supervised employees, scheduled work hours, resolved conflicts, monitored staff projects as well as their progress and production. Worked multiple shifts when required.
• Provided technical support and conducted seminars to on/off site end-users in hardware/software in Microsoft Office Suite applications.
• HIPAA Computer Security /Coordinator-halp create policy and procedures on computer security.
• Executed daily, weekly and monthly backups on severs and applications such as Misys, RIS, Patcom-Unix(Keane), Threshold-Unix(Keane), RazorsEdge, Medi and MRS using DDS4 tape drive and Window servers using Veritas Backup Application
• Troubleshooting on network connectivity, desktop configuration, printers’ connectivity, and network access issues regarding permissions. Submit batch jobs to run specific backup programs.
• Create documentation for staff and end-users.
• Prepared personal computers for rollout.
• Handle and trouble shoot different online printers such as laser, line, label and embossers.
• Light bookkeeping of inventory and ordered supplies.
• Set up A/V equipment for conferences.
• Installed Web based Database applications on handheld devices and smartphones.
• Set up wireless connections on tablet pc's and Ipaqs.
• Access end user’s pc using Dameware application

M4 Technical Customer Support

Responsibilities:

• Designed, implemented, maintained, and upgraded databases for offsite Methadone Hospital clinics using Microsoft Access.
• Provided phone support for Windows and MS Access.
• Created queries in MS Access at end user’s request.
• Performed data analysis queries in MS Access and SQL.
• Repaired and recreated databases in MS Access.
• Provided support of M4 application and J5 (DOS) application.
• Traveled off-site to clinics and provided hands on support in MS Access (M4 application).
• Test and calibrated dispensing pumps using M4 application.
• Installed and configured ARC Backup application for all clinics.
• Tested new versions of M4 and SQL software.
• Documented customer support calls using Heat Tracking Application.
• Used PC Anywhere to access client personal computers remotely.
• Assigned special projects such as Beta Testing.
• Troubleshoot and calibrate printers and label devices.