Technical Writer Resume Profile, FL - Hire IT People

SUMMARY OF QUALIFICATIONS:

Ensure comprehensive and total quality performance when it counts.
Excellent communication skills when dealing with difficult situations.
Excellent presentation skills creation and delivery with a keen sense to relate to any audience
High energy, motivated, team player with a strong work ethic and high-level experience in software end-user education

COMPUTER SKILLS:

Microsoft Office products, Word Perfect 5.1, 5.2, 6.1, Lotus 123-Release 4, DrawPerfect, Harvard Graphics, ACT, Lotus Notes, Snag It, Visio, WebEx, and Dragon Speak, Anazasi System

WORK EXPERIENCE

Confidential

MIS Specialist:

Conducted training for SCMHC end users on Anasazi System.
Conducted training on Dragon speak software database to medical professionals as well as end users on new software functionality.
Supports data system activity within the center to include training, implementation and maintenance of database systems
Maintains integrity of all SCMHC data in their respective software systems
Assists in the trouble shooting of various equipment installations as well general user support
Coordinates and develops agency wide computer training modules to ensure user system proficiency
Developed visual aids and quick reference guides
Revised tools that assist in documenting processes as related to current software functionality
Tested software functionality

Confidential

Consumer Data Support Representative

Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
Assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. Assist in training new employees.
Handles business transactions in connection with activation of new customer accounts on a computer terminal
Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts.
Offers alternative solutions where appropriate with the objective of retaining customer's business

Confidential

Software Implementation Specialist, Ameripath Anatomic Pathology Services, Contract Position

Educated end users on new software functionality
Educated new contractors on life cycle and education strategies, as well as business process alignments as related to current software functionality
Developed visual aids and quick reference guides
Gathered requirements of laboratories Derm , Cyto - GYN, Cyto - NonGYN, Histology, Esoteric regarding software functionality
Revised tools that assist in documenting processes as related to current software functionality
Worked with Implementation Project Managers IPMs and Subject Matter Experts SMEs in order to deliver requirements
Tested software functionality

Confidential

Customer Service Manager/Technical Writer/Software Trainer

Planned, organized, and supervised Claims Customer Service Department.
Developed protocols for intake, referral, eligibility verification, and benefit checking and oversaw the training of staff in these protocols.
Recruited, hired, and provided orientation for Claim Department staff.
Performed employee performance evaluations, employee relation's ongoing training, and dissemination of Horizon Health information.
Audited and monitored ACD phone system environment.
Investigated and resolved all written and complex verbal claims inquiries requiring extensive research for providers to ensure correct and timely payments.
Worked with end users to administer and support technology based solutions delivered through the Information Center.
Identified trends found during the investigation process and notified management of findings.
Developed and maintained comprehensive curricula for training individuals on the installation and use of HBS in-house software systems.
Conducted training sessions on the systems with individuals or in groups.
Made routine visits to major HBS offices to conduct initial training as well as refresher courses.
Maintained and updated all training manuals.
Assisted with and participation in IS usability labs.
Provided expertise in QA testing of the custom software system.

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Technical Writer Resume Profile

FL

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