Technical Support AnalystII Resume

SUMMARY:

To obtain a technical position that will allow me to leverage my work experience and education for the benefit of my employer with the opportunity to grow.
Proven track record as a hard working, dependable employee. Flexible in the types assignments I am willing to assume. I have learned to handle job assignments with a minimum of supervision.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support AnalystII

Handled all aspects of Customer Service to Dental offices for supporting Electronic Insurance claims, billing statements, patient online eligibility, integrated credit card processing, Eforms and E Reminders. Trained Integrated Credit Card Processing in various dental softwares to the department. Wrote documentation with the various services in the Electronic Services Department. Coordinated Software Maintenance Requests between the Electronic Services Department and the Programming Department. Trained new employees by assisting them with clients on the phone and software training. Assisted Clients in general troubleshooting and problem solving by using written and oral communication. Reported all hardware and software issues to Programmers and Supervisors using written and oral communication. Conducted research for various modems, printers and general software issues. Recorded all issues in both in - house and clearinghouse operations in Excel 2000 formats. Beta tested transmissions through Internet and Credit Card transactions through various dental software. Beta tested Electronic Remittance Advice. Compiled Knowledge Base articles in Word format to assist end users and internally in the Department. Documented Electronic Services Department meetings once a month. Assist R1 Technicians for resolving solutions. Awarded recognition for beta testing Electronic Insurance Company Payers and outstanding customer service. Promoted to Technical Support Representative III in May 2005. Awarded the Exceed Customer Award for outstanding customer service in November 2013.

Confidential

Technical Support Representative

Handled all aspects of customer service to dental offices and assisted clients in implementing the Softdent Clinical Management System. Assisted clients in troubleshooting and solving problems with the software by using written and oral communications. Conducted research for solving specific software issues. Awarded Employee of the Month in November 2000 and received numerous letters of recognition from dental office clients.

TECHNICAL SKILLS

Proficient in Microsoft Office 2007, 2010 and Microsoft Office 365 including Word, Excel, PowerPoint, Outlook and Lotus Notes/IBM Notes version 9.0. Working knowledge of Windows 2000, XP, Vista, Windows 7, Windows 8.1, Windows 10, Windows 2003 Server, Windows 2012 Server, Windows 2016 Server and MS-DOS with the basic commands, Clientele version 7.0,7.3 and 8.5, Genesys Pure Cloud, Skype, Softdent Clinical Management Software for all versions, Patientbase, ExactDental, WinOMS, Orthotrac and Confidential . Knowledge with Electronic claims and statement submissions under HIPAA format, Electronic Patient Forms, Electronic Reminders and Electronic Prescriptions. Microsoft SQL primarily in attaching databases and rebuilding logins. Proficient in Ipad Support and Softdent Cloud. Working knowledge with dial-up, DSL and Broadband modems and basic networking. Proficient in printers and Integrated Credit Card Processing Systems. Experience with Bomgar Remote Access Software. Completed the A+ certification course. I can type up to 45 words a minute on electronic keyboard. Also experience working with Macafee, Norton Internet Security and AVG. Received Quality Advocate Certificate at Carestream November 2013.

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