AREAS OF EXPERTISE

• Keen attention to detail
• Excellent customer service
• Ability to work effectively in a team
• Flexible/ Adaptable
• Good communication
• Active listening skills
• Ability to type 60 WPM
• Able to provide support and assistance to users
• Good at identifying problems/issues

TECHNICAL SKILLS

• Install troubleshoot and support OS hardware and applications
• Performing Backups
• System Restore utility and restore files
• Install restore migrate and upgrade to Windows 8
• 7
• Vista and XP
• Office Safety Procedures
• ESD
• VoIP
• Command Line Prompt
• Build PCs; repair and install desktop laptop mobile device and printer hardware
• Create Networking Connections
• Network Topology Designs
• Sharing files and resources
• Manage folders
• User Account creation and set access permissions
• Remote Desktop Support Services
• Google Apps
• Android OS iOS
• App Store
• Android Market
• Defrag hard drive
• Malware detection and removal
• Proper disposal/destruction of data
• Install and configure MS Office and other software
• Hard drive sanitation methods
• Establishing LAN
• MAN
• WAN and PAN connections
• Hubs routers switches modems
• Use of Firewalls and Proxy servers

PROFESSIONAL EXPERIENCE

Medical Office Assistant

Confidential, Columbia, MD

Responsibilities:

• Greet patients, Provide front office support to Doctors, Nurses and Medical Assistants, Schedule new and follow - up appointments, Check-in & Check-out patients, Answer multi-line phone to assist patients, Process co-payments, Perform end of day payment reconciliation, Maintain office organization and cleanliness, Place office supply orders

Operations Team Lead

Confidential, Columbia, MD

Responsibilities:

• Provide training to team members Assist with Meaningful Use Managing team duties
• Manage a metrics driven environment Analyze and report metrics
• Make any necessary workflow changes Manage Salesforce admin account access
• HIE subject matter expert - assist developers to create auto-registration website through use of JIRA
• Audit user and organizational level accounts Manage Ambulatory Audit process
• Investigate and resolve PDMP issues through use of HID Maintaining current policies
• Analyze user metrics Maintain positive relationships with key Stakeholders
• Use Excel to analyze user data through VLOOKUP and the creation of pivot tables Analyze account metrics Business intelligence analysis
• Conduct 1 on 1 meetings with team members bi-weekly
• Conduct team meetings bi-weekly
• Remote control virtual sessions to assist users
• Remote control virtual sessions to operate various types of EHRs (eClinicalWorks, Practice Fusion, Athena, Amazing Charts, Care360, etc.) in order to assist users with pulling patient data
• Manage the credentialing of Doc Halo users
• Manage the credentialing of Confidential Direct secure emailing users
• Create and run Ad Hoc reports
• Provide customer support service for providers and consumers.
• For example password resets, creation of users, initial questions, patient hotline, patient opt-outs, etc.
• Provide technical information to interested physicians/hospitals via initial emails and conference calls.
• Utilizes and supports the Customer Relationship Management (CRM) (Salesforce) system to track and report on Support Cases
• Support outreach efforts that encourage physician adoption of EHR's and participation in HIE to include;
• Presentations to Medical Societies, Clinical Meetings on the REC Program
• Support Program Reporting Requirements
• Excel-based reporting customization
• Regular updates of company websites

Operations/Business Analyst

Confidential, Columbia, MD

Responsibilities:

• Provide customer support services to healthcare providers and consumers
• Provide technical support through password resets, remote desktop, troubleshooting, etc.
• Provide technical information to interested physicians/hospitals via emails and conference calls
• Utilize and support the Customer Relationship Management (CRM) system (Salesforce) to track and report on Support Cases
• Monitor status and security of accounts by running reports and updating Excel spreadsheets
• Manage and maintain ambulatory compliance audits
• Support outreach efforts that encourage physician adoption of EHR's and participation in HIE

Help Desk Analyst

Confidential, Calverton, MD

Responsibilities:

• Assist users in accessing their government application website (eOPF)
• Ask users detailed questions in order to gain an understanding of their issue
• Walk users through technical issues within website application
• Team support to a 24x7x365 helpdesk
• Assist users with altering the settings in their computers in order to be compatible with website
• Create, escalate and close tickets in ticketing system (BMC Service Desk Express)
• Properly identity and document user technical issues
• Securely verify the identity of each and every user
• Properly test and report system issues to Operations Team

Lead Teacher

Confidential, Washington, DC

Responsibilities:

• Communicated with parents on a daily basis to give updates on child's daily progress
• Observed children and documented milestones reached and those that needed extra attention
• Organized classroom and properly sanitized room and toys daily
• Took care of children's basic needs (diaper changing, feeding, utilizing nap times, etc.)

Family Support Worker

Confidential, Gaithersburg, MD

Responsibilities:

• Led activities during face-to-face interactions with families and center-based group activities in order to provide instruction on infant and toddler development through play and various other activities
• Implemented problem solving skills in families
• Modeled positive parent-child interactions for parents
• Linked families to community resources (education, employment, health screening, training support services, etc.)

Production Technician

Confidential, Beltsville, MD

Responsibilities:

• Project Leader
• Documented and managed amount of time spent on each project
• GPA calculation for college applicants in order to assist college in determining admittance

Student Assistant

Confidential, Greenbelt, MD

Responsibilities:

• Worked under the guidance and direction of Archives staff on substantive projects to successfully organize and identify voluminous records
• Completed numerous assigned tasks effectively and efficiently to preserve and provide public access to the historical records of the United States Federal Government

Front Desk Office Assistant

Confidential, College Park, MD

Responsibilities:

• Accurately performed data entry in Microsoft Word and Excel
• Developed and maintained payroll tracking system for Graduate students' accounts
• Responded to telephone calls on a multi-line phone and routed phone calls appropriately