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Summary
 Bilingual Electrical Engineer successful at coordinating diverse projects, improving departmental processes and increasing revenue.
Excellent interpersonal skills and ability to drive business forward with hands-on approach, from Product Marketing, Project Management and Operations to Business Development and Communications.Experience in Services, Technology and Manufacturing.

Complete Expertise in Sales and Product, Project & Life-Cycle Marketing. Deliver immediate results linking Segments, Product and Marketing Strategies to customer needs. International, multicultural and bilingual experience. Excellent interpersonal skills and ability to drive business forward with hands-on approach, from Product MarketingProject Management and Operations to Business Development and Communications.Experience in Services, Technology and Manufacturing.

Skills
C+, UNIX and LAN Microsoft Word, Excel, Power Point and Access
Experience
Cerner Implementation Expert and Trainer 02/2017 to Current Cerner Wichita, KS
  • Provided side by side support to physicians, pharmacist, and medical staff during Go-Live
  • Explained the benefits of Cerner EMR software to staff and illustrated time saving tips to enhance work production.
  • Walked providers and nurses through documentation, placing orders, creating encounters and completing tasks.
  • Successfully worked through software issues and provided prompt solutions.Worked with clinic managers and team leads to resolve workflow and software conflicts.
  • Provided a temporary work around solution and reported workflow details to the command center for optimization.Demonstrated specific software functions to providers, pharmacists and nurses.Lead support using behavioral health specific solutions conducting charting for group and one on one sessions.
  • Assisted physicians in setting up Dragon and worked side by side to ensure satisfactory experience.Assured the workflow for the specific behavioral clinic is enforce.
  • Provided support in everything from medical administration, rounding, round charting and documentation to providers and medical staff.
Business Owner and General manager 02/2013 to 02/2016 Independent Contractor Wichita, KS
  • Achieved over 50% yearly growth and 120% business profits.
  • Delivered exceptional customer service and experience with new and repeat customers.
  • Accomplished partnership with Dillon's and other wholesale accounts.
  • Managed three to five employees, payroll and working schedules.
  • Analyzed all aspects of the business, costs, revenue and customer reports.
  • Created marketing operations calendar.
  • Coordinated and attended events to help promote the business brand.
  • including fundraising and community events.
Marketing Director 01/2008 to 01/2013 Suede Go-Live Productions Wichita, KS
  • Developed largest Latin-based entertainment organization with $5 MM annual sales.
  • Worked with sponsors and vendors to execute monthly and quarterly media programs including: TV, radio, print, and other projects.
  • Managed events/concerts from initial concept through publication and execution of the show, worked.
  • on brochures, web content, advertising, public relations, direct mailers, posters and electronic media.
  • Managed all aspects of events of customers and vendors.
Outreach Manager 02/2007 to 02/2008 Medicare Wichita, KS
  • Educated, trained and counsel Medicare clients and staff.
  • Generated presentations for different Organizations.
  • Provided bilingual assistants to staff and clients.
  • Organized, supervised, and coordinated different community activities to develop more clients.
Associate Engineer 01/2004 to 01/2007 Mid Continent Controls Wichita, KS
  • Executed drawings in AutoCAD for mechanical designs.
  • Performed design work using AutoCAD, Orcad Capture & Layout; including PCB layout and.
  • software design.
  • Executed switch design projects.
  • Generated test procedures for new switch panels and builds test equipment.
  • Assisted with writing installation manuals.
  • Generated assembly and "C" language software for embedded applications.
  • Generated PC based system diagnostic software.
  • Tested electronic assemblies.
  • Debugged new product designs and researched issues to ensure product is functioning properly.
  • Assisted Design Engineers with design projects..
Student Assistant 01/2001 to 01/2003 LSI Logic Drive Integration Lab Wichita, KS
  • Executed tests for the different disk drive capacities.
  • Generated benchmarking tests in DOS for disk drives.
  • Coordinated the execution of the various programs and tests.
Student Assistant 01/1999 to 01/2001
  • Created presentations, and computer operated programs to professors.
  • Managed daily department operations by filing, typing and answering phone calls.
  • Assisted professors and students with departmental affairs.
WSU Mechanical Engineering Department Wichita, KS
Languages
English, Spanish: Native Fluency
Education and Training
Bachelor of Science: Electrical Engineering Math 2004 Wichita State University Electrical Engineering Math Teaching Fellow at Columbia Business School: "Internet and Marketing."
Skills
advertising, AutoCAD, benchmarking, brochures, C" language, C+, concept, clients, customer service and experience, documentation, DOS, English, filing, fundraising, disk drives, LAN, Latin, Layout, marketing, mechanical, Access, Excel, Power Point, Microsoft Word, Orcad, payroll, posters, presentations, Programming, public relations, publication, radio, sales, software design, Spanish, switch, Teaching, phone, TV, test equipment, typing, UNIX, web content
Additional Information
  • United States Citizen *Leukemia and Lymphoma Society Woman of the year candidate *Man and Woman of the Year Kansas Chapter Volunteerism Award *Provided bilingual assistance to Father Jose Machado at Our Lady of Perpetual Help
This resume is created in 7 minutes.
Professional Summary
Self-motivated, innovative and goal-oriented management professional with expertise in implementation,  account and customer support management. Dedicated team player skilled at mediation and conflict resolution offering expertise in process improvement and customer retention. Exceptional leader who operates efficiently and creatively in fast-paced environments with strong ability to adapt.
Skills
  • Project planning and development
  • Strategic Management
  • Advanced Problem Solving


  • Relationship Management
  • Team Leadership
  • Customer Retention


Work History
Customer Service / Service / Dispatch Manager, 04/2018 to Current
C&C Air Conditioning, Heating & Plumbing Middletown, NJ
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates. 
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Evaluated interactions between associates and customers to determine areas in need of improvement.
  • Enhanced customer satisfaction ratings by managing all client inquires through resolution.
  • Strategized long-term business needs while driving customer feedback for process improvements.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Developed and implemented a high-quality work environment as measured through employee satisfaction ratings.
  • Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Implementation Project Manager, 04/2006 to 03/2018
Sprint Woodbridge, New Jersey
  • Provided overall project and customer life cycle management support for high profile Corporate and Business clients; building, enhancing and maintaining customer relationships.
  • Coordinated and managed all activities within customer implementation cycle: including project concept, planning, analysis, design, testing and deployment phases to ensure completion within time frame and budget .
  • Collaborated with key stakeholders, business, and technology teams, to agree and define change requirements in accordance with overall business strategy.
  • Analyzed and assess impacts of new product and program launches performing risk assessments and issue management related to project launches to mitigate exposure.
Project/Program Manager II, 10/2001 to 04/2006
Sprint (merged from Nextel Communications October 2005) Piscataway, New Jersey
  • Responsible for management of cross functional projects within business organization to ensure adequate processes and procedures are identified to encompass all impacted areas.
  • Partnered with project initiative owners within business and support operations as well as all impacted stake holders to guide program from concept through development, launch and post-launch assessment.


Fulfillment Operations Supervisor, 04/1997 to 10/2001
Nextel Communications Piscataway, New Jersey
  • Supervised and supported fulfillment operations staff of 45+ employees; responsible for the recruitment, hiring, development and annual performance reviews of fulfillment operation representatives.
  • Responsible for development, training and coaching of fulfillment operations group and execution of new processes and procedures.
Manager/Floral Designer, 03/1986 to 04/1997
Arne Kalma Flowers Matawan, New Jersey


  • Managed all event planning, including contract signing, fee collection, event booking and all even details.
  • Fostered relationships with local and national wedding suppliers to obtain best price, quality, and delivery of products.
  • Managed relationships with clients and translated marketing and social media needs into results-driven strategies.


Education/Training
Associate of Arts: Continuing
Brookdale Community College - Middletown, NJ
Advanced Project Management - Certificate : 2011
Skillpath - Mission, KS
Project Management - Certificate : 2005
Skillpath - Mission, KS
Other Skills
Software: MS Office, Outlook, Google Docs, iOS, Android
This resume is created in 7 minutes.
Professional Summary

IT professional seeking a position with room for advancement in a well established environment. Demonstrated success troubleshooting and resolving problems in high pressure deadline driven environments. Exhibits great decision making and communication skills needed to maintain operation in an organizations IT architecture and business needs.

Education
Bachelor of Science: Computer Science 2019 Troy University, Montgomery, AL Expected December 2019
Certifcations
CompTIA Security +

Technical Skills
  • Platforms - Windows 7, Windows 10, Macintosh, Linux
  • Networking - TCP/IP, Ethernet, VPN
  • Hardware- Dell, HP, Lenovo computers
  • Applications - Citrix, VMware, MS Office365, Adobe Acrobat, Adobe Reader, BMC Client Management, Trend Micro
  • Printers - Canon, HP, Xerox (Network, USB)
​​
Related Skills
Server Management, Cisco Umbrella, Cisco IronPort, Technical Support (phone, remotely, email and on-site), DNS, DHCP, LAN, WAN, Inventory Management, Vendor Relations
 
  Applications & Utilities
Windows(/7/8,10); Active Directory; MS Exchange; MSOffice; MS Outlook; MS PowerPoint, MS Excel, BMC Client Management; Norton Anti-Virus; Symantec Antivirus, Treat Advice, Knowbe4, Foortprints




Experience
Palomar Insurance Corporation Montgomery, AL IT Specialist III 03/2018 to Current
  • Experienced with VMware vSphere
  • Experienced creating new VM's and managing excising VM's in Citrix-DDC in our virtual environment
  • Great understanding of updating the master image (Vdisk) inside vSphere to deploy to both test or production environments 
  • Plan maintenance windows to patch servers, implement upgrades/updates to current image (Windows 7 Enterprise) in an virtual environment
  • Install and configure operating systems and other software and routinely test installed software for performance issues in an virtual environment
  • Responsible for creating phishing campaigns and deploying them quarterly to users for cybersecurity training purposes using Knowbe4.com
  • Work with all of the vendors for problem resolution for our environment
  • Provides 2nd and 3rd level end user support
  • Maintain all documentation including installation, configuration, troubleshooting, customer assistance, and/or training, and system requirements
  • Maintain security, backup, and redundancy strategies
  • Monitored multiple databases to keep track of all company inventory.
ServisFirst Bank Birmingham, AL Computer Analyst II 03/2016 to 03/2018
  • Help provide support for Local Area Network (LAN) and Wide Area Network (WAN)
  • Serves as admin for checkpoint firewall for Threat Prevention, whitelisting/blacklisting URL's for end users
  • Responsible for pushing the latest security patches to 500 + client devices and servers using Trend Micro and BMC Client Management.
  • Work daily with multiple outsourced 3rd party companies like FBS, FIS, Rightstar, Trend Micro, CNC Technology to troubleshoot issues with end users
  • Duties included testing, maintaining, and monitoring computer programs and systems, including coordinating the installation of new and updated applications.
  • Mange and troubleshoot roughly 30 virtual servers in our environment.
  • In depth knowledge of both Mitel and PBX phone systems
Lemak Sports Medicine Birmingham, AL Tier 1 Support Technician 12/2014 to 03/2016
  • Provided support to end users by resolving connectivity issues, mapping network drives, installing network printers, troubleshoot issues with DICOM Imaging & communication issues
  • Installed computers and phones for end users. Responsible for inventory management and ordering new equipment
  • Installed and managed QuickBooks and scanners for the Accounting Dept. (Canon CR190ii, Panini Vision X, Panini I Deal, Digital Check)
  • Created user accounts, email, membership groups, printers and scan folder on designated copiers
  • Managed and setup VoIP Phones (PBX)
Rosewood Group Montgomery, AL IT Support Specialist 04/2011 to 12/2014
  • Provided support for client's servers, computers, printers, cables and other equipment
  • Served as one of the primary contact for computer hardware and software problems, as well as network issues
  • Responds to all client requests for technical support by phone, email and on-site support (Ticket system)
  • Provided end user support for 50 different business accounts (Dentists, Law offices, Advertising Agency, Churches, United Way etc.)
  • Managed servers, computers, printers, surface pro, etc...

CompuTech PC Restored Deatsville, AL Computer Repair Specialist 02/2010 to 04/2013
Sole Proprietor for CompuTech PC Restored
 
  • Responsible for diagnosing, repairing and testing computer problems before returning them back to customers
  • Explained the problems in a clear and understandable way, and give customers options for repair
  • Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Oversaw the daily performance of computer systems.
  • Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
  • Build custom computers for customers
Ivy Creek Medical Wetumpka, AL Sales/Marketing Representative 02/2006 to 04/2012
  • Worked closely with physicians, case managers and nurses to identify the needs of their patients
  • Made recommendations for improving relations with referral sources and increasing referrals and develop strategies based on on-going analysis of pertinent information
  • Planned work schedules on weekly and monthly basis with the help of sales team involved in different areas; discussed future targets with each area's sales manager
  • Emphasized product features based on analysis of the equipment doctors prescribed most for their patients
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Professional Summary
A challenging position as an Epic application's consultant where my in-depth software knowledge, technological expertise, and health care industry insight can be deployed to the success of any organization.  Experienced in Electronic Medical Record(EMR)/Electronic Health Record(EHR)Vendors like EPIC, Cerner, McKesson, Allscripts.
Skills
  • Epic
  • Dragon Medical
  • McKesson Heo/Paragon Support Specialist      
  • Cerner Millennium Trainer 

 
 
  • Project management
  • Data management
Work History
Epic Cadence / Ambulatory / beacon Ate Support Consultant, 02/2018 to 03/2018
Northwestern Medicine Lake Forest Hospital Cancer Center Lake Forest, IL
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  •  Provided elbow support to physicians on how to circumnavigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders. 
  • Configure work flow analysis and changes/configure EMP/SER records. 
  •  Provided hands on initial Go-Live and ongoing EPIC modules.
Epic Go-Live Consultant, 11/2017
Marshall Medical Center Placerville, CA
  • Provided to inpatient Medical/Surgical, ICU and Obstetrics nursing staff and physicians of all specialties (Pulmonary, Cardiology, Surgery, Urology, Neurology...Etc.,) respiratory/physical therapists and Monitor Tech/Unit Clerks 
  • Demonstrated how to complete transfers to the unit, change accommodation codes, find consults and the document them on the Consult flowsheet, set various reports in the system for easy reference
  • Assisted staff in setting up Patient Lists, Patient List and Summary reports, organizing their activities and showing them how to find things in the chart, placing orders, add/remove LDAs, documenting blood administration and other items on documentation flowsheets 
Epic Ambulatory Go-Live Consultant (Team Lead)/ Senior Activ, 07/2017 to 07/2017
Mobile Hospital faithlope , alabama


  • Supported and trained Epic Ambulatory Work flow.
  • Provided elbow support during Pre Go-live Optime testing and Go lives.
  • Configure work flow analysis and changes/configure EMP/SER records.
  • Provided hands on initial Go-Live and ongoing EPIC modules.
  • Clindoc and ASAP support on the floor (Continuous Care Center and ICU ).
  • Provided end user solutions to all phases of care for inpatient documentation enabling transition from training experience to patient care on medical units within the floor,.
  • Proactively troubleshoots workflow issues and report any technical issues to command center.
  • Create and maintain documentation for supported applications.
Medical Epic Ambulatory Trainer /End User Support, 05/2017 to 06/2017
Saint Francis Hospital: Pathology Department Tulsa, OK
  •   Trained all Specialties Physicians in Medical Dictation
  •  Assisted other departments to implement Dragon into the workflow of the Inpatient Physicians 
  • Troubleshoot Epic software and printing issues 
  • Work closely with Operational Readiness Leads to facilitate completion of test script review and signoff, analysis of go-live critical reports, super user identification, credential trainer identification, and end user testing coordination
  • Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Inpatient, 03/2017 to 04/2017
InpatientThomas Jefferson Hospital Philadelphia
  • Trained and provided support to physicians, physician assistants, nurses and front desk staff in the ICU department.
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  • Provided elbow support to physicians on how to circumnavigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders.
  • Provided elbow support during Pre Go-live Optime testing and Go lives.
  • Configure work flow analysis and changes/configure EMP/SER records.
  • Provided hands on initial Go-Live and ongoing EPIC modules.
  • Clindoc and ASAP support on the floor (Continuous Care Center and ICU ).
  • Provided end user solutions to all phases of care for inpatient documentation enabling transition from training experience to patient care on medical units within the floor,.
  • Proactively troubleshoots workflow issues and report any technical issues to command center Epic Super User - Inpatient.
Epic Go-Live Consultant, 02/2017 to 03/2017
Houston Methodist St John Nassau
  • Live support for specialty clinics (Family Medicine, Infectious Diseases and Cardiology).
  • Provide at-the-elbow and over-the-shoulder personal support to clinicians both on the inpatient and ambulatory side of the hospital.
  • Troubleshoot navigational problems and questions from end users.
  • Assisted clinicians on efficient use of Hyperspace.
  • Assisted end users in creating preference lists, developing standardized workflows and using SmartTools (SmartPhrase, Smarttext, Smartlinks, etc).
  • Provided elbow support to physicians on how to document encounters, manage In Basket and navigate medications and orders.
  • Resolved system issues by effectively communicating with project and team leads, command center and support staff.
  • Opened tickets for open issues and followed up with command center to ensure speedy resolution.
Epic Inpatient Ambulatory Implementation, 07/2016 to 08/2016
Temple University Hospital, PA
  • Trained and provided support to physicians, physician assistants, nurses and front desk staff in the ICU department.
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  • Provided elbow support to physicians on how to circumnavigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders.
  • Provided elbow support during Pre Go-live Optime testing and Go lives.
  • Configure work flow analysis and changes/configure EMP/SER records.
  • Provided hands on initial Go-Live and ongoing EPIC modules.
  • Clindoc and ASAP support on the floor (Continuous Care Center and ICU ).
  • Provided end user solutions to all phases of care for inpatient documentation enabling transition from training experience to patient care on medical units within the floor,.
  • Proactively troubleshoots workflow issues and report any technical issues to command center.
Epic Cadence Go Live Support, 06/2015 to 01/2016
Greenville Health System Cancer Center Greenville, SC
  • Proficient in all aspects of design, development, testing and best practices of Epic applications implementations.
  • Knowledge of Epic product suites and its implementation process standards.
  • Demonstrate or acquire knowledge in Epic applications in order to design, document and develop functional and technical specifications.
  • Proficient in troubleshooting and problem solving, performing root cause analysis on development and production support related issues.
  • Served as a liaison between the end users and the escalation team on open, unresolved issues.
  • Took ownership of open end user issues by efficiently documenting their concerns and working with the escalation team to achieve quick and proper resolution.
  • Participated as a strong team player with team to provide an efficient and professional presence at the client site.
Epic Ambulatory Support Specialist, 04/2015 to 05/2015
Northwest Community Hospital Arlington, Illinois
  • Trained and provided support to physicians, physician assistants, nurses and front desk staff in the ICU department.
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  • Provided elbow support to physicians on how to circumnavigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders.
  • Assisted staff on how to navigate patient visit workflow on the scheduling page.
  • Opened tickets to add or correct glitches and omissions in the system.
  • Provided elbow assistance on how to complete LOS for new and established patients.
  • Maintained a flexible attitude in working with different medical staff members as needed.
Epic Inpatient Ambulatory Implementation, 02/2015 to 03/2015
Lehigh Valley Health Network Regional Burn Center Allentown, PA
  • Trained and provided support to physicians, physician assistants, nurses and front desk staff in the ICU department.
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  • Provided elbow support to physicians on how to circumnavigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders.
  • Assisted staff on how to navigate patient visit workflow on the scheduling page.
  • Opened tickets to add or correct glitches and omissions in the system.
  • Provided elbow assistance on how to complete LOS for new and established patients.
  • Maintained a flexible attitude in working with different medical staff members as needed.
Epic Ambulatory Support Specialist, 09/2014 to 09/2014
South Coast Medical Center Laguna Beach, CA
  • Provided support for end users on Ambulatory module implementation.
  • Provided assistance to physicians on how to complete progress notes using Smart Texts and SmartNotes.
  • Assisted physicians where needed, to create, modify and cancel normal, standing and future orders.
  • Provided elbow support to physicians and nurses on scheduling and using their in-baskets.
  • Served as a liaison between the end users and the escalation team on open, unresolved issues.
  • Took ownership of open end user issues by efficiently documenting their concerns and working with the escalation team to achieve quick and proper resolution.
  • Participated as a strong team player with team to provide an efficient and professional presence at the client site.
  • Proficient in all aspects of design, development, testing and best practices of Epic applications implementations.
  • Knowledge of Epic product suites and its implementation process standards.
  • Demonstrate or acquire knowledge in Epic applications in order to design, document and develop functional and technical specifications.
  • Proficient in troubleshooting and problem solving, performing root cause analysis on development and production support related issues.
Epic Cadence Go Live Support, 06/2014 to 06/2014
University of Michigan Health System: Volk Michael L MD Ann Arbor, MI
  • Team member in the implementation of Epic Inpatient go-live project.
  • Provided answers to questions in a consistent and positive manner in order to re-enforce information given in classes.
  • Provided elbow support during Go-Live.
  • Provided issue resolution and updates for end users.
  • Worked with the training team to enhance and educate end users on tip sheets during the go-live phase.
  • Trained end users in the workflow process.
  • Escalated unresolved End User security issues.
Epic Inpatient, 03/2014 to 04/2014
University of North Carolina Health System Chapel Hill, NC
  • Provided elbow support to all clinicians on the floor for Epic Inpatient implementation.
  • Adept knowledge and understanding of EPIC Inpatient functionality and workflows.
  • Provided end user solutions for all phases of care for inpatient documentation enabling transition from training experience to patient care on medical units within the hospital.
  • Efficiently supports clinicians to navigate through their clinical workflow on the hyperspace.
  • Proactively troubleshoots workflow issues and reports any technical issue and other issues to command center.
  • Assisted the clinicians to set up and utilize smart tools - smart text, smart phrase.
  • Educates and assists the physicians on how to document encounters, manage their In-basket, orders, preference list and efficient use of the Smart sets.
Epic Inpatient Ambulatory Implementation, 10/2013 to 11/2013
Brookdale Hospital Medical Center NY
  • Trained and provided support to physicians, physician assistants, nurses and front desk staff in the ICU department.
  • Trained Physicians to configure Smart Sets, Smart Links, Order Sets, Smart Phrase tools.
  • Provided guidance to physicians on how to use their in-baskets.
  • Provided elbow support to physicians on how to navigate tool bars to place medications and orders, search medication history and also use preference list, associate diagnoses and close orders.
  • Assisted staff on how to navigate patient visit workflow on the scheduling page.
  • Opened tickets to add or correct glitches and omissions in the system.
  • Provided elbow assistance on how to complete LOS for new and established patients.
  • Maintained a flexible attitude in working with different medical staff members as needed.
Epic Cadence Go Live Support, 02/2013 to 03/2013
Reading Health System Wyomissing, PA
  • Trained physicians and nurses on encounters and one-on-one visits with patients.
  • Provided elbow support to physicians on how to document encounters, manage In Basket and navigate medications and orders Guided on how to send letters to patients.
  • Trained end users in various departments including vascular surgery, cardiothoracic surgery.
  • Trained end users on linking orders on normal, future and standing appointments.
  • Trained end users on how to create personal note writer macros.
  • Also, to organize, edit and delete macros.
  • Trained clinicians on how to enter physical exam and ROS findings into the system.
Education
Associate of Science: Texas Clinician Nursing Aid(CNA), Texas Woman's University - Denton, TX
This resume is created in 7 minutes.
Professional Summary
N/A
Skills
Work History
Senior Engagement Leader, PMP, 02/2015 to Current
Cerner Corporation
  • Develop processes, tools and documentation that enabled customers to effectively integrate Siemens healthcare IT software solutions.
  • Projects included development of: Patient-Centered process flows, Meaningful Use implementation methodology and implementation methodology for Siemens' clinical software solutions, included Ambulatory, Physician, Med Rec and ePrescribing.
  • Manage the Soarian Financial and Soarian Scheduling application methodology release oversight.
  • Participated in program to develop next generation of implementation methodology including: pre- defined starter model content that utilized standard values across applications to reduce time and effort for application design, configuration, interoperability, and integration.
  • Develop methodology to implement software features related to Meaningful Use for customers successful attestation.
  • Develop Primavera and MS Project plans for use in implementations.
  • Participate in New Sales and bid projects.
  • Mentor new team members.
Implementation Methodology, 10/2005 to Current
Siemens
  • Lead Methodology developer for Clinical Solutions at Siemens.
Principal Consultant, 05/1998 to 11/2005
Siemens
  • Project Lead.
Education
Bachelor of Science: Cardiac Rehab, 1993
West Chester University of Pennsylvania
Cardiac Rehab Activities and Societies: WCU Women's soccer team WCU Baseball statistician Villanova University MBA PreRequisitions, 2000 - 2001 Activities and Societies: Economics and Marketing Classes Villa Joseph Marie, HS Yes, Academic, 1
This resume is created in 7 minutes.
Professional Summary
I am a dedicated and conscientious professional with excellent communication, organizational and problem solving skills. I offer over 20 years of Healthcare experience from payor, practice, and vendor side. Claims processing, call centers, EDI, project implementation, and providing end user support are my strengths. I seek a professional opportunity to allow growth, stability and advancement within an established company. I specialize in driving results for the end user, and motivating my team to give their best efforts for the customer.
Analyst Experience
My technical experience includes electronic data interchange (EDI) related to 835,837P,837I,270,271,277 and 999 files. I have created logic for electronic and paper claims as it corresponds to UB04 and HCFA standards. I have worked with various vendors to set up new connections for patient data transfers. I am able to translate raw files to resolve third party rejections, convert files in various formats, read loop and segment data for claims, remittance and eligibility, Conduct testing with end users to ensure all requests are successful in production environments. I work quickly to resolve HL7 issues to minimize patient impact. Oversee tracking of all EDI requests, processing, document all EDI solutions for development life cycle, and maintain trading partner agreements and requirements. Developing relationships with third party vendors has been a key to success. Providing root cause analysis to stakeholders is vital when production is impacted.
Client Management Experience
I effectively work on own initiative, as part of a team, or leader of a group. I love being involved in a project from evaluation, conception to completion, provide leadership, motivation and strategic direction to a multifaceted team. I am a team player, with a strong attention to detail, and ability to work with staff at all levels within an organization. I have shown a proven ability to achieve results in very high pressure environments and keep my team motivated. The end goal is delivering to the client and customer satisfaction.
Professional Experience
Contract EDI Analyst for Blue Shield of CA Sep 2016 to Current
Modis El Dorado Hills, CA
  • Lead and provide analysis on various claim automation improvement projects including Top Trading Partner Offender Rejections, Unable to ID Provider, Invalid Codes, Resubmit to Anthem, COB Duplicates and COD Denials.
  • Utilize the following  internal data resources to compare and review data for research Business Objects for reports, Edifecs TM for transmission and claim files, Facets for patient and claim data, Provider Initiate Hub and CDM for provider data.
  • Conduct test files thru NPE environments.
  • DCO contributor and liason for P&L to review DLPs for process improvement in Documentum scoping roles and responsibilities for 837,837 and 27xtransactions.
  • Review new DLPs created by analyst  and update with suggestions to improve documentation.
  • Support and guide internal and external customers identifying errors and process for improving auto adjudication.
  • Participated in IT/EDI meeting in San Francisco to gain understanding of the relationship and responsibilities for both teams.
  • Work with BPO teams to provide issue resolution and process improvement recommendation to reduce claim errors.
  • Continued self improvement thru ELearning Courses and Webinar for Healthcare Issues facing Trump Administration.
Contract Programmer Analyst/Implementation Lead for Scripps Healthcare Jun 2015 to Apr 2016
Syntel INC San Diego, CA
  • Subject matter expert for PMA team.
  • Led and implemented Scripps  Healthcare retirement project for IDX/Flowcast team.
  • Led a team of 10 to deliver application transition impacting over 1800 end users.
  • Facilitated, tested and implemented GE's Ecommerce application.
  • Technical writer for policy and procedure documentation and authored PMA handbook.
  • Team lead for Change Management and Scrum meetings.
  • Conduct nightly calls with Offshore team for project timeliness and SLAs.
  • Managed priority requests related to claim forms, claim form logic, rule banks, interface and eligibility issues.
  • Led implementation project meetings for new initiatives related to go-live projects.
  • Triaged and assigned Remedy support tickets.
  • Close relationship with GE, clearinghouse and statement vendors to meet project goals.
  • Interacted with business services, managed care, operations, security and end users.
  • Escalate unscheduled interruptions and work quickly to resolve and identify issue
  • Analyze complex issues to resolve and identify root cause and propose solution.
  • Facilitated month end process for PMA team.
Contract EDI Analyst/ Data Implementation Specialist Dec 2014 to Jun 2015
Teledoc Dallas, TX
  • Project Implementation lead for new clients to utilize telemedicine services.
  • Worked closely with client and Account services testing data file. and on board process.
  • Lead for weekly Scrum meetings.
  • Created project management excel spreadsheets to review large data using concatenation and VLookups.
  • Created and dropped test files in servers.
  • Compiled weekly, and monthly data file requests for account management teams and reported to senior leadership.
Data Analyst III/ Technical Project Lead Jan 2014 to Dec 2014
Med Synergies Irving, TX
  • Led multiple application teams: IDX-Flowcast/Groupcast,Centricity PM and Allscripts.
  • Triaged and assigned support tickets from internal customers.
  • Managed cleanup projects to improve productivity for end users.
  • Authored team SOPs.
  • Chaired multiple claim automation projects to completion.
  • Created documents and testing for ICD10 readiness.
  • Managed daily claim reconciliation thru clearinghouse reports and reported to appropriate provider markets.
Provider Claims Resolution Specialist Sep 2010 to Dec 2013
United Healthcare Plano, TX
  • SME/technical lead for team.
  • Senior member of Escalation team.
  • Lead for Claim Interface project wit Optum.
  • Leader on Texas Interest Claims team.
  • Team lead for weekly Scrum meetings.
  • Performed complex adjustments on closed, denied claims.
  • Macro champion for team.
  • Identified, resolved and educated providers to prevent re-work of claims.
  • Processed high dollar inpatient and outpatient claims.
  • Participated in quarterly release testing.
  • Conducted and participated in continuous training for CMS and state requirements.
Collection Specialist Jan 2010 to Aug 2010
American Institute of Gastric Banding/Care Physicians Associates Richardson, TX
  • Managed diagnostic claim collections including claims over 10k.
  • Reduced A/R of 120 days and older to 60 days.
  • Contributed to improvement process and reducing backlog.
  • SME for adjustments, payment posting, A/R reports and EDI.
  • Reduced paper eob backlog to 50 percent.
EDI Support Specialist Oct 2007 to Sep 2009
Aprima Medical Software Dallas, TX
  • Analyzed and resolved customer inquiries on EDI. Insurance Payers and clearinghouses.
  • Liaison between clearinghouse and payors.
  • Utilized SQL and DLL to resolve software issues.
  • Created online knowledge base articles for internal and external customers.
  • Conducted site visits to target high volume EDI issues and provide education.
  • Resolved errors for claim and remittance.
  • Conducted troubleshooting for transmission issues.​
Senior EDI Implementation Specialist/ EDI Support Analyst Dec 2001 to Apr 2007
GE Healthcare Information Technologies Carrollton, TX
  • Facilitated EDI Implementation process for all direct clients on GE Centricity PM for claim, remittance and statement transmissions.
  • Claim and remittance interpretation for UB92 and HCFA formats.
  • Performed system evaluations for provider and clearinghouse setups related to EDI.
  • Reviewed A/R reports in effort to reduce backlog.
  • Assisted and educated client to resolve claim rejections and interpret files and reports.
  • Managed caseload averaging 30 to 35 new clients.
  • Project lead for Support team.
  • Triaged and assigned support tasks for 8 team members.
  • Facilitated and organized onsite training for yearly user conferences.
  • Expert in electronic remittance and championed claim transmission issues.
Senior Service Associate/ Lead Analyst Feb 1997 to Dec 2001
United Healthcare Plano, TX
  • Senior account supervisor for American Airlines account.
  • Resolved complex claim issues and processed adjustments.
  • Handled supervisor calls.
  • Worked with eligibility team to resolve enrollment issues.
  • Successfully cross trained on 3 different claim payments systems.
  • Managed provider demographics for over 5,000 providers.
  • Knowledgeable of HMO,PPO, POS,EPO and Indemnity products.
  • Lead and completed multiple state cleanup projects.
  • Supported new hire and development.
  • Conducted peer audits.
  • Resolved demographic and contract issues both internal and external.
Areas of Excellence
Project planning, process analysis, project management, project implementation, quality assurance, change management, EDI, business analyst, claims processing, benefit analysis, revenue cycle billing
Technical Skills
Scrum methodology, Agile, Six Sigma, SharePoint, Ultra Edit, IPSwitch, Word, PowerPoint, Adobe, Lotus Notes, SQL Server, My SQL Server, SaleForce, Remedy, MS Project, RDP, WinSCP, FTP/SFTP. WebEx, Sametime Connect, Microsoft Lync, Skype Business, VPN, HyperTerminal, Citrix, DameWare, Net Meeting
Soft Skills
Strong desire to succeed, multi-tasking, detail oriented, organized, highly valued, confident, knowledgeable of EDI, adheres to deadlines, effective communication skills, ability to lead and manage specific improvement directives,  willingness to assist and mentor team members and knowledgeable of all healthcare products
Education and Training
Business ORU Tulsa, Ok, USA Completed coursework towards, Aug 1990
Languages
  • English- Fluent
  • Spanish- Working
  • French- Basic
This resume is created in 7 minutes.
Professional Profile
Focused IT professional with 10 years of experience involving NetBackup administration for regionally dispersed companies performing backups at multiple sites. Experienced supporting data center operations and various monitoring tools to ensure system availability.
 
SUMMARY OF QUALIFICATIONS
I started my career with a Computer Operated Accounting diploma and positions that led me into the IT field. I quickly found myself in more responsible positions and that, along with my desire to learn, gave me a strong foundation in both applications and hardware support. Specific skills that I have acquired over my career include:
* Hardware experience with NetBackup 5220 / 5230 backup appliances, DataDomain DD990 / DD880 / DD690 / DD670 / DD160 deduplication storage systems, various robotic tape libraries and standalone tape drives, and physical commissioning/decommissioning of various server brands in a data center including Compaq, HP, IBM, Dell, and Sun.
* Software experience with NetBackup, NetBackup PureDisk, and Backup Exec (and to a lesser extent: Avamar and HP OpenView Storage Data Protector.) Experience with Microsoft Windows Operating Systems (Windows 2000 up to Windows 2012 Server) and various UNIX/Linux flavors as they pertain to backups and restores. 
 
In addition, I have accumulated 4 years of experience supervising from 1 to 5 individuals.
Experience
02/2014 to 12/2015
Backup Administrator/Engineer Choice Hotels International, Inc Phoenix, AZ
  • Received Star Award (with bonus) for stabilizing the backup environment.
  • Designed and implemented 2 new backup environments utilizing new NetBackup 5230 backup appliances and reimaging older 5220 backup appliances.
  • Implemented NetBackup AIR (Auto Image Replication) to remote DR site and vice versa.
  • Administered 2 NetBackup environments encompassing over 2000 Windows, UNIX and Linux servers (including VMs.) Created, performed, monitored and maintained server backups and restores using NetBackup (v7.5.0.4-v7.6.0.4) on Solaris and Windows master/media servers, NetBackup 5220/5230 backup appliances and Spectra Logic Spectra T120 tape libraries.
  • Performed disaster recovery testing and implementation.
  • Created daily reports for distribution to other departments using NetBackup OpsCenter Analytics.
  • Upgraded NetBackup software on master and media servers and appliances via remote software and physically in the data center.
  • Created and responded to trouble tickets for failed backups, restore requests, NetBackup changes/additions, etc.; documented the support and diagnostic activities; resolved and closed trouble tickets.
  • Contracted through MDI Group for first 2 months of employment; same duties as listed above.
02/2011 to 01/2014
Backup Administrator Coventry Health Care, an Aetna Company Phoenix, AZ
  • Stabilized remote NetBackup PureDisk backup environments and eventually migrated to Windows Server 2008 based NetBackup and DataDomain DD160s at all remote locations.
  • Administered 5 NetBackup environments encompassing over 2000 Windows, UNIX and Linux servers (including VMs.) Created, performed, monitored and maintained server backups and restores using NetBackup (v7.0-v7.5.0.6) on AIX and Windows master/media servers, NetBackup PureDisk (v6.5.1.2-v6.3.3), DataDomain DD990 / DD880 / DD690 / DD670 / DD160 deduplication storage systems, NetBackup 5220 backup appliances and IBM 3584 tape libraries.
  • Installed and upgraded NetBackup software on master and media servers, and Windows, UNIX and Linux clients.
  • Performed disaster recovery testing and implementation.
  • Created and responded to trouble tickets for failed backups, restore requests, NetBackup changes/additions, etc.; documented the support and diagnostic activities; resolved and closed trouble tickets.
  • Racked and stacked NetBackup master and media servers in the data center when needed.
  • Contracted through Monument Consulting for first 2 months of employment; same duties as listed above.
06/2006 to 06/2010
Systems Operations Technician/Backup Administrator Bechtel Corporation Glendale, AZ
  • Administered 5 different backup environments encompassing approximately 400 Windows, UNIX and Linux servers (including VMs.) Created, performed, monitored and maintained server backups and restores using NetBackup, NetBackup PureDisk, Avamar, Backup Exec, HP OpenView Storage Data Protector, HP StorageWorks MSL6000 tape libraries and standalone DLT tape drives.
  • Installed backup software on servers requiring backups.
  • Performed disaster recovery testing and implementation.
  • Monitored network, server, database, application, website, power, UPS and A/C availability and functionality using utilities such as Big Brother and Servers Alive as well as daily walkthroughs in the data center to identify any downed equipment not alerting via monitoring software.
  • Created and responded to trouble tickets for downed servers, failed backups, restore requests, reboot requests, etc.; documented the support and diagnostic activities; resolved and closed the trouble tickets.
  • Performed server reboots as requested via remote software or physical reboots in the data center.
  • Racked, stacked and removed servers and other equipment in the data center when needed.
  • Coordinated offsite tape storage with an information storage management company.
  • Contracted through EPC Global for first 7 months of employment; same duties as listed above.
02/2003 to 04/2006
Implementation & Support Specialist Purple Cactus Technologies Scottsdale, AZ
  • Installed, integrated, configured and tested Windows XP/2000/2003 computer systems and OASIS point-of-sale software for clients on-site and remotely.
  • Trained clients (on-site and remotely) and new department members on all aspects of the OASIS point-of-sale software.
  • Provided on-site and remote support to the client.
  • Tested custom OASIS programs and bug fixes.
  • Documented program procedures, enhancements, and fixes for clients and development staff.
08/2000 to 05/2002
Systems Specialist II American Express Phoenix, AZ
  • Provided intermediate and advanced administration support for 600 Windows 2000 and NT 4.0 Compaq ProLiant internet and intranet servers in a large data center.
  • Monitored 24-hour Brokerage application bridge call and websites on Sun Enterprise 10K brokerage servers.
  • Monitored server availability using Computer Associates Unicenter TNG, NetSaint Network Monitor, and Keynote Systems as well as periodic walkthroughs in the data center to identify any downed equipment not alerting via monitoring software.
  • Performed server and web application installations, changes, upgrades and restored server and website functionality via remote software or physically in the data center.
  • Communicated and documented outages and other events to facilitate a coordinated team environment.
  • Obtained classified clearance for a high-security environment.
  • Contracted through Analysts International, Inc., for first 6 months of employment.
  • Monitored American Express internet and intranet sites to ensure server and website availability using Internet Explorer and Netscape Navigator.
  • Communicated outages to proper personnel for the restoration of services.
  • Created HTML scripts for monitoring of web pages.
Education
Computer Operated Accounting Diploma Various online and in-class Windows and UNIX/Linux operating system courses, as well as several application courses. North American College Phoenix, AZ
This resume is created in 7 minutes.
Summary
Experienced Professional with over 15 years of experience in managing financial estimates, consolidation and financial analysis process, known for my commitment to achieving high level of accuracy using ethical work standards, as well as strong organizational, analytical and interpersonal skills.
Skills
Customer-oriented Skilled multi-tasker Demand forecasting Strong communicator Exceptional customer service skills Skilled in MS Office
Accomplishments
  • Recipient of Program Manger of the Year Award in January, 2012.
  • In 2014, managed a portfolio of 10 accounts totaling $9.6MM in sales.
Experience
12/2006 to Current
Program Manager Gexpro Services Albany, NY
  • Manage all aspects of the Wind Tower Programs including Sales, Quality, Supply Chain, financial and Account Management Prepare and update program budgets and monthly estimates Maintain and exceed all customer expectations and service levels Maintain overall profitability; meet/exceed Sales, GM goals Prepare monthly cost savings reports and cost accruals.
03/2004 to 10/2006
Implementation Leader Gexpro Services Schenectady, NY
  • Prepared large quotations and Implemented on site program at GE Oil & Gas Supported initial GE Wind kitting program kickoff and subsequently was chosen to lead the program.
01/2002 to 02/2004
Team Leader/Steam Turbine Buyer GE Supply Schenectady, NY
  • Procurement specialist for Steam Turbine Sourcing organization at GE Energy as a buyer Manage open orders report, report out at production, buyer meetings; maintain 90% positive fill rate to MRP for all line.
  • Provide quick, complete solutions to customers product and pricing questions Set accountability on all quotations Coordinate cost out actions from identifying new supplier sources, providing data for E-Auctions, Negotiations, and identify design changes to fulfill cost out obligations.
07/1998 to 12/2001
GE Supply Schenectady, NY
  • Inventory management, customer and vendor pricing issues as well as resolving any customer claims and disputes.
  • Prepare quotes and provide complete solutions for customer's requests Provide support for Outside Salesperson and Inside Sales team.
07/1996 to 07/1998
Accounting Specialist GE Engineering Services Albany, NY
  • Contract billing for firm price jobs and onsite service contracts Analyze costs and review with engineers and project managers Member of the audit team Perform account reconciliations Payroll and expense processing.
Education and Training
2006
Bachelor of Science: Business Management and Economics/Minor Finance Business Management and Economics Empire State College Saratoga Springs, NY, USA Business Management and Economics/Minor Finance Business Management and Economics
1993
Associate of Science: Accounting SUNY Cobleskill, NY, USA Accounting
Skills
Account Management, account reconciliations, Accounting, accruals, billing, budgets, contracts, customer service skills, financial, forecasting, Inside Sales, Inventory management, meetings, MS Office, MRP, Negotiations, communicator, Oil, Payroll, pricing, Procurement, Quality, quick, Sales, Supply Chain
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Professional Summary
Motivated professional with solid experience managing various levels of large scale projects, including budgeting and administration.
Skills
  • Project management
  • Strong verbal communication
  • Team leadership
  • Process implementation
  • Proficient with Microsoft
  • Self motivated 
  • Conflict resolution
  • Extremely organized
  • Staff development
  • Adept with use of Excel
Work History
Current Technical Client Services - Item Processing | Fiserv, Inc | Alpharetta, GA
  • Efficiently facilitates client transactions to ensure that funds are exchanged quickly while minimizing loss
  • Works directly with clients and various departments to rectify technical and/or operational issues by troubleshooting CWS, Fraud Guard system, CSO and other relevant software whule maintaining logs of interaction
  • Direct case volume of FiServ products as suggested by patrons 
  • Responsible for training new associates on IPCS processes and functions
  • Concentrates on client contact post install of supported application
  • Applies ticket application to successfully maintain updates and uses client facing  document and bulletin to present to patrons
  • Affiliate of the after hour support group and elaborates on procedures for after hour call/email support
March 2012-May 2016 Technical Client Services - ATM Services | Fiserv Inc | Alpharetta, GA
  • Efficiently reorganized Premier Clarity Projects, Branding Logo Change, and Bank Name Change with FDIC takeover
  • Researched and updated all required materials needed for clients by delegating Facet Cases to several departments (Operation, Desktop Service, Delivery Systems) while working daily on Facet Cases that were designated for EServices Department 
  • Advised administration on special projects by evaluating, correcting and providing follow up maintenance for new programs 
  • Directed numerous maintenance projects for Core Debit Card Limits, POS Limits, and Default Limits for Business and Consumer Debit Cards.
  • Assisted patrons with intricate matters concerning debit and ATM cards while referring to CP1 and CP2 
  • Helped customers obtain both business debit cards and consumer debit cards, as needed, by using Navigator
  • Offered clarification to clients that held out of balance accounts on their GL (general ledger), ATM or Settlement accounts and issued monthly FACS of their ATM status
  • Worked directly with Diebold and NCR regarding ATM download and IP address requests for various institutions 
  • Responsible for forwarding Stratus clients summary of daily ATM transactions to them
  • Collaborated with Fiserv Card Service on reports distributed to Depcon/ Web Director on a day to day basis
October 2011-March 2012 Implementation Specialist | Wells Fargo (Apex) | Atlanta, GA
  • Specialized in reforming customers outdated software databases to current format and following them as they familiarized themselves 
  • Analyzed, identified and corrected issues for quick but effective resolution for urgent matters
  • Verified daily project timelines to ensure that deadlines of pertinent tasks were met 
  • Initiated key partnerships with the management team, treasury management, and sales consultant to inform, address inquiries and collect requirements to present for pre-conversion, data extraction and post-conversion procedures to business customers
  • Designed data reports and improved Oracle database
  • Enrolled software database directors for orientation and mentored them through training 
  • Assisted business partners by troubleshooting technical problems
  • Recorded all dialogue, issues and solutions to complications, regarding clients, via the migration system
April 2009-November 2010 Service Specialist | Bank of America | Sterling Heights, MI
  • Balanced and completed reports for ATM, Cash Advance and Cash Vault machines daily
  • Handled deposit activity (Cash and Checks) for clients that were both business and regular consumers 
  • Expedited the opening of and addressed questions regarding checking, saving, and money market accounts for clients
  • Processed up to 15 night drops for business customers
  • Supported staff when short handed by manning drive-thru station and processing transactions
June 2007-April 2009 Credit Card Fraud Analyst | Bank of America | Kennesaw, GA
  • Mentored team members in the art of making sound decisions and offered effective problem solving solutions
  • Determined fraud on both consumer and business credit cards, handled claims associated with deceitful transactions, assisted customers with canceling and receiving new cards and supervised activity to determine erratic action for true customer
  • Authenticated customer identity by using UNIX and Fast Data Web Process Merchant calls by corroborating the true card and the Point of Sale assist
  • Approved temporary credit line increase to clients
  • Amended claim proceeding after FCI finalized the process
June 2006-June 2007 Account Manager | Bank of America | Kennesaw, GA
  • Consulted with clients to compute finance charges, alter late and overdraft fees, and process credit card and check payments by addressing up to 90 telephone calls per day 
  • Combined multiple credit cards and processed balance transfers
  • Executed finalization of co-applicant application for credit when suggested by the primary card holder
  • Offered assistance with billing and transaction inquiries 
  • Performed enhancements and marketed Amex, Gold Option and Mortgage
  • Worked directly with various departments to compose adequate solutions to complex problems
Education
Still Matriculating Associate of Arts Degree: Financial Advisor University of Phoenix Online
Additional Information
  • Recipient of awards and recognition for outstanding performance
  • Volunteer for Yearly Cancer Walk relay for life (10 Years), Habitat for Humanity
  • Acted as a presenter on behalf of Bank Of America for Career Day and implemented the Under-Privileged Children Christmas Project
This resume is created in 7 minutes.
Summary
To utilize my education, experience, and demonstrated skills to obtain a challenging position in the field of information technology
Skills
  • 8+ years Windows Server 2003/2008/2012
  • 8+ years Microsoft Windows 2000/XP/Vista/7
  • 3 years SQL experience
  • 2 years LAN setup and troubleshooting
  • ITIL v3 Certified
  • 1 year Unisys and I-Series Mainframe Experience
  • 8+ years Customer Service & Remote Support Experience
  • 3+ years Managing own project implementations
Experience
APPLICATION SUPPORT SPECIALIST 01/2014 to Current Arapahoe County Government Littleton, CO
  • Implement, configure, train, and provide continued support for the application suite provided for the county government   
  • Provide phone, remote, and in-person support to resolve customer issues
  • Work as liaison between the customer and third-party vendor when necessary
  • Assessed customer bug and enhancement requests and prioritized development
  •  Follow the ITIL process for incidents, changes, and service requests
  • Respond to and resolve customer issues within the service level agreement
  • Work with a project team to complete projects approved by management
  • Developed and maintained positive customer relationships.
IMPLEMENTATION SPECIALIST 03/2013 to 01/2014 Micros Denver, CO
  • Implement, train, and provide continued support of the Micros Point-of-Sale hardware and software
  • Assist the Sales team with any hardware/software setup for sales demonstrations
  • Manage Implementation projects from sales hand-off to completion
  • Configure client's LAN for the Point-of-Sale system's communication
  • Conduct site surveys to ensure proper configuration of software and hardware Provide phone, remote, and on-site support to resolve client issues with software/hardware
  • Track and update outstanding issues until fully resolved Perform software and hardware upgrades where applicable
  • Work with third-party vendors to meet client needs.
CLIENT SERVICE ANALYST 03/2008 to 02/2013 Lincoln, NE
  • Install, configure, train, and provide continued support of the software and consulting services of the Fiserv product suite Support hosted MS Exchange accounts Support hosted chat and secure email solutions Provided remote support in order to resolve client issues with their software Open cases for outstanding client issues and following through until resolved.
Education and Training
Bachelors of Science: Information Systems Management May 2016 DOANE COLLEGE Crete, NE Information Systems Management
Interests
ASSISTANT COACH Teammates Soccer Program Lincoln, NE 2007 Volunteer ASSISTANT COACH Southeast Varsity Girls Soccer Lincoln, NE 2006 Volunteer
Skills
ITIL v3, Mainframe, MS Exchange, Sales, SQL, surveys, Windows Server
Additional Information
  • VOLUNTEER WORK ASSISTANT COACH Teammates Soccer Program Lincoln, NE 2007 Volunteer ASSISTANT COACH Southeast Varsity Girls Soccer Lincoln, NE 2006 Volunteer