Highly motivated professional with over 10 years proprietary software application implementation/support experience in the healthcare industry. Implementation includes: Gathering business requirements, configuring application database, developing instructional materials, facilitating on-site and virtual training sessions, and providing post go-live application support
Adept in solving customer problems creatively and diplomatically to achieve positive outcomes.
Enthusiastic approach to working with diverse groups in achieving organizational goals.
Recognized consistently for proactive, problem-solving, and communication skills. Skillful in managing multiple projects simultaneously.
Skills
Personnel training and development
Troubleshooting (Problem Solving)
Data Management
Planning & Coordination
Application support
Root Cause Analysis
Written Communication
Quantitative Analysis
Microsoft Office (Excel, Word, OneNote, Sharepoint, Access)
Visio
Cisco Webex, Cisco Jabber
Zoom
Skype
Ring Central
Education
University of KansasLawrence, KSExpected in 05/1989 ā āMaster of Social Work:Medical Social Work - GPA:
University of KansasLawrence, KS, Expected in 05/1982 ā āMSW:Master Social Work - GPA:
Certifications
Nextgen Practice Management certified (NCP)
Accomplishments
Created a ticket system for inputting, tracking, and resolving service issues. Identified the most common support issues and developed reference aides to address the common issue areas. Within 6 months, there as a 35% reduction in support ticket submission in areas identified.
Standardized the accounting software curriculum for a large multi-specialty community based healthcare center. Standardization led to improved end-user adoption of the software evidenced by average post training surveys score of 4.7 out of 5.
Work History
Computer Aid - Contractor (Remote) Trenton, NJ, 05/2021 - Current
Learn property management software application purchased by company
Configure application database
Develop application usage policies/procedures
Receive tenant requests for maintenance via desktop phone application, email, or text. Process on average 10 requests per week.
Enter maintenance request information into property management application.
Dispatch request(s) to appropriate internal maintenance technicians via property management mobile application. If using external vendor, via email.
Inform tenant when request has been dispatched.
Once service is rendered, follow-up with tenant to confirm issue is resolved. If issue was addressed by external vendor, update request in application with resolution notes provided by vendor. If issue was addressed by internal maintenance technician, review service request to confirm resolution was entered correctly based on company procedure.
Developed end- user quick reference job aids for billing staff in community based health care centers.
Ensured positive customer experience by quickly resolving or directing resources to resolve accounting software issues
Interpreted and translated technical software information to non-technical end-users.
Identified and reduced repeated service tickets.
Addressed customer issues via webex, phone calls, and written communication.
Tracked and maintained content changes in software application.
Ohio Shared Information Services - Application Support Technician City, STATE, 03/2013 - 04/2015
Processed over 50 technical support requests weekly on wide range of accounting issues from billing staff in community based health centers.
Followed up with staff to confirm recommended resolutions addressed issue(s)
Created support documentation that empowered and enabled users of accounting software to extend skills, leverage application features and find resolutions to questions without intervention from subject matter experts.
Engaged software developer when problems with application could not be resolved without developers' assistance.
Interfaced with other internal departments when needed to quickly resolve customer's issue with accounting software.
Documented services in company's ticketing system.
At on-set of project met with billing staff subject matter experts in community based healthcare centers to provide overview of accounting software, complete billing department operational questionnaire, and discuss customization of application database.
Evaluated end-user training needs through interview, survey, or job shadow.
Converted technical information into user friendly, role specific training curriculum. Curriculum included: Introductory PowerPoint presentation, training scenarios, reference manual, and job aids.
Collaborated with field engineer to ensure application hardware (e.g. Server, computers, printers) were properly installed.
Set-up training classroom.
Prior to roll-out of software, used test scripts, facilitated train trainer sessions to confirm database configuration was accurate and complete.
Facilitated hands-on end-user training sessions via in person and virtual.
Tracked attendance during training.
Prepared and distributed posting training survey. Average survey score was 4.5 on scale of 5 indicating user adoption of software by end of training session.
Conducted project close session with project sponsors/ subject matter experts. During session, discussed recommended next steps to ensure success with utilization of software.
Provided post go-live support.
Managed between 15 - 30 calls for seven day period.
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