OBJECTIVE:

Current seeking an opportunity in management and project assistance that will also continue to enhance my strength in consulting, technical support and training and development. Also, seeking a position that will satisfy my passion for project management.

SKILLS:

• Expert in Management 5 Years , Consulting 7 Years and Customer Service 10 Years .
• Experienced in Office/Store Management overseeing staff of 12, products and inventory and training and staff development.
• Experienced in Human Resource Management such as recruiting, interviewing. HR documentation/forms and coaching.
• Skilled in Technical Support, troubleshooting and solving complex issues.
• Experienced in writing technical documents, SOP's and writing step by step procedures Type Speed: 60 words per minute.
• Knowledgeable in IT functions Desktop support Windows 7 and XP as well as troubleshooting various devices and applications requiring Tech Support such as iPads, iPhones, Androids, Samsung and Vizio TV's and Roku's.
• Trained in working in a Call Center environment including escalating and solving issues and serving as a liaison among departments for issue resolution and disputes and working with SLA's.

EXPERIENCE:

Confidential

• Provide support on multiple health insurance systems, enterprises portals and websites associate with the Affordable Care Act ACA and Center for Medicare and Medicaid CMS including systems in production, implementation, deployment and maintenance phases.
• Respond to incoming written inquiries from government officials, key stakeholders , agent brokers, healthcare providers and IT vendors to guide, provide feedback, research and resolve issues on system portals, outages, testing, severity issues, application and website issues and overall general healthcare inquiries.
• Troubleshoot in multiple systems daily by directing issues with enrollment, files, qualified healthcare plans, portal password resets and defect tracking while following mandatory guideline of SOP's.
• Open and escalate issues to Tier Two, Tier Three and outside sources for resolution and documentation of all inquiry in reporting/ticketing system Remedy .

Confidential

• Provide technical support for users within company and IT team requiring assistance with technical issues by phone, email, remote connection, VNC and Skype.
• Perform administrative duties for IT department including logging, ordering supplies and documenting procedures and network infrastructure.
• Set up new computers for new users which includes equipment placement , installing Operating System and programs, OS updates, set up accounts in active directory and log-in information, VMware, email client Thunderbird and World Client , Skype and resetting passwords. Also, configure IP and analog phones for users.
• Assist with monitoring, troubleshooting, preforming test/diagnostic and maintain maintenance and updates on all IT equipment and servers including VMware, Compellent, Active Directory, and email clients.
• Cut and execute cables for cable structuring and assist with research and configuration of servers for CPU's and other electronic components testing.

Confidential

• Provide technical support technical issues by phone, email or using a ticket management system Spiceworks .
• Created SOP of policies and produces for IT department
• Act as a liaison between offices, outsourced IT department and corporate concerning technical issues within offices.
• Set up new computers and profiles based upon company needs, configure IP and analog phones, install and uninstall programs, use remote desktop connection to trouble issues with email client Zimbra , servers and other technical issues and manage video conferencing system for company use Polycom .

Confidential

• Responsible for leading and delegating tasks among office team, resolve all issues in store including maintenances, staff concerns, and complaints by patients. Also, responsible for implementing weekly, monthly and yearly sales goals, reports, inventory and audits.
• Travel to company meetings, training events, other store locations, participant in conferences calls to communicate with corporate management for store needs and work with Optometrist to create a co-management environment.
• Coach and develop staff on consulting and selling techniques as well as evaluate employee's performance to help increase store profitability and direct selling strategies.
• Perform daily compliances including bank deposit, daily sales reporting, inventory control, and payroll processing.
• Lastly, Consult with patients about proper eye care, provide quality customer services perform administrative tasks and follow HIPPA policy and practice.

Confidential

• Supervise staff of 12 and responsible for all store operations including sales, profitability and personnel.
• Coach and develop staff on proper consulting and selling strategic of eyewear products and addition services such as contacts to obtain maximum store profitability for daily, weekly, monthly and yearly sales goals.
• Perform Human Resources management including recruitment, interviewing, and hiring personnel and conduct performance appraisals and salary administration.
• Handle all customer services issues, delegate's tasks, manage store inventory and conduct audits.
• Perform daily opening and closing procedures including bank deposits, cash on hand verification, payroll processing as well as generate and implement store budget.
• Office management such as customer service, answering phones, filing, organization, data entry, and POS functions and follow HIPPA privacy policies and procedures.