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Support Services Associate (tier I) Resume

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Chesapeake, VA

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TECHNICAL SKILLS:

Customer Service ~ Healthcare Compliance ~ Confidential Veteran ~ Team Leader and Team Player ~ Detail oriented ~ Self - Motived ~ Researcher ~ Problem Solver ~ Flexible~ Experience: Heat, CTI, Bomgar, Server EPS,CHCS, VMware, Active Directory, routers, switches and Unix ~ Knowledge: Windows PowerShell, Wireshark, Group Policy, Microsoft software (Word, Excel, Outlook, PowerPoint, VISIO, Access, Outlook) ~ Experienced in utilizing multiple electronic data systems at once

EXPERIENCE:

Confidential, Chesapeake, VA

Support Services Associate (Tier I)

  • Working knowledge of Heat, CTI, Bomgar and Server EPS in a Windows environment
  • Provides problem resolution for store system customers, store support center, distribution center, and field customers or escalation to appropriate IS group
  • Develop and maintain a basic working knowledge of store applications, corporate/dc/field issues to determine proper course of action for problem solution.
  • Perform hardware and software troubleshooting in accordance with documented requirements and departmental standards to ensure technically accurate solutions.
  • Provide accurate call documentation; detailing specific issues, procedures and results.
  • Recognize potential global issues based on the type or volume of calls coming in and sharing information with Team Leader on duty
  • Familiar with Six Sigma Process Improvement and Java, Visual BASIC, VB .NET, Python programming languages
  • Maintain familiarity with and utilize all methods of communication resources including but not limited to telephone, voice mail, email, and web chat.
  • Flexible and adaptive to change; Excellent customer service
  • Ability to communicate clearly and professionally, both verbally and in writing.

Confidential

First Line Supervisor

  • Provide direct technical and management oversight of Blood Donor Center (BDC) operations
  • Analyze and rectify technical problems pertaining to collection of specimens, laboratory data and instrumentation
  • More than 10 years customer service in a healthcare environment
  • Experience working in with multiple data systems at once to input data
  • Department Safety Representative, performed audits and inspections internally as well as at satellite facilities. Held safety training classes monthly
  • Oversee day to day operations for the Navy's largest Blood Donor Center by providing outstanding leadership to 47 personnel, administrative support and guidance in the collection of over 6,000 blood products valued at $3million per year in support of wounded warriors and numerous military facilities abroad
  • Ensures that the Armed Services Blood Bank Center (ASBBC) is complying with all Food and Drug Administration (FDA) regulatory guidelines as well as College of American Pathologists (CAP) and American Association of Blood Banks (AABB) standards
  • Draft, validate and revise standard operating procedures (SOP) to reflect daily processes and procedures of the blood donor center
  • Provide technical advice and support to other staff
  • Collaborate with other labs, hospitals and donor centers to achieve the goals of the department
  • Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes
  • Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures
  • Plan and conduct new employee orientation to foster positive attitude toward organizational objectives
  • Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals and absenteeism rates/trends

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