Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Skilled HIT professional with broad base of experience in technical support and operations. Smart worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of clinical workflows, quality assurance, healthcare terminology, and compliance practices. Background includes equipment maintenance, software updates and security management. Excellent multitasking and communication skills. Knowledgeable Information Systems Technician adept at technical troubleshooting and end-user training. Effective at analyzing issues, developing solutions, and managing escalations for advanced problems.

  • Workflow management
  • Application troubleshooting
  • Software implementation and training
  • HIPAA compliance
  • Team liaison
  • Stakeholder relations
  • Preventive maintenance services
  • Confidential Environment Permissions Contorl
  • LEAN process refinement
  • Interpersonal and written communication
  • Project life-cycle management
  • Documentation and control
  • Conflict resolution
  • Relationship building
  • Computer-aided support for workstations and servers
Work History
Support Services Engineer , 11/2019 to Current
Citrix Systems Inc.Fort Lauderdale, FL,
  • Managed own backlog of incidents and scheduled work with customers to resolve issues remotely
  • Helped troubleshoot and resolve Enterprise Server Hardware issues with Dell and other vendors
  • Assisted SIEM administrators resolve complex issues in their unique environments with various network topologies
  • Worked on application components installed on virtual machines and physical hardware and performed repairs, clean uninstall /reinstalls, and reviewed performance before and after using various diagnostic programs
  • Reviewed logs to find errors specific to performance, taking the appropriate action to resolve issues in communication and permissions
  • Assisted internal stakeholders in identifying and formulating plans for resolving cross-platform issues to improve customer experience and maximize utilization of the program overall
  • Reviewed system metrics and reports to identify problematic log sources that caused massive latency and reduced processing of incoming logs
Contract Administrator, 03/2018 to 05/2019
Zoll Data Systems Inc.City, STATE,
  • Managed account and product access for all ZOLL Hosted (Citrix) cloud and ZOLL Online (Saas App) platform users
  • Administered all software licensing and delivery
  • Performed licensing and usage audits for multiple systems and made corrections as necessary to both the software environment(s) and billable charges respectively
  • Monitored all incoming contracts and service agreements for correct pricing and information
  • Worked directly with customers to resolve invoicing disputes and issues with program utilization
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and responsiveness of customer service department
  • Analyzed revenue for and advised key customers on how to structure their ambulatory billing departments to improve claims submission and maximize returns; enabling them to meet their financial obligations
Rescue Net Dispatch & Billing Support , 03/2015 to 03/2018
Zoll Data Systems Inc.City, STATE,
  • Acted as system administrator and technical support for multiple, cross-platform Enterprise and Cloud-Based applications
  • Assisted DBAs with management of stored procedures to maintain healthy SQL environments to improve system performance
  • Created, edited, and repaired Crystal reports and advised users on analytical reports that could be used to track and improve departmental performance
  • Trained administrators and end users on development of workflows, appropriate use, and system maintenance to maximize efficiency and reduce dispatching and order processing times
  • Developed strong, working knowledge of the US Payer landscape, HCPCS & CPT coding, Charge Master auditing, and clearinghouse submissions to help customers reduce claim rejections and denials
  • Top performer resolving 200+ complex customer software issues monthly while maintaining highest historical NPS score for customer satisfaction (95 - 100%)
  • Thoroughly investigated, identified, and fought to resolution on a major issue with the MediCal - Conduent California state claims submission system that was resulting in millions of dollars of erroneously denied payments on ALS & BLS emergency claims
Chief Support , 10/2013 to 01/2015
Medical Mastermind Inc.City, STATE,
  • Performed advanced troubleshooting on Windows and Mac operating systems for web-based clinical application with a myriad of clinical practice specialties
  • Trained hundreds of clinicians and medical support staff on the use of the EHR product; including: creating and editing clinical workflows, encounter note and treatment plan automation, e-prescribing, and advanced reporting for regulatory compliance
  • Developed working templates for review of systems and document types for secure PHI storage and transmission within a certified HIT product
  • Worked with state-level immunization registries to ensure successful, secure transmission of patient immunization records via encrypted HL7 SFTP
  • Implemented bi-directional integrations between the software and laboratory partners utilizing data dictionaries to perform the appropriate conversions to other SQL DB structures
  • Submitted over 50 individual and group attestations to the CMS Meaningful use EHR incentive program with 100% success rate; including 3 successful audit appeals through Figliozzi & Associates of Maryland on physicians' behalf
  • Developed, documented, and distributed new procedures for solving problems with application communication to hardware and for common issues that would arise within the program itself
BBA: Healthcare Administration, Expected in 2014
Belhaven University - Jackson, MS
Associate of Arts: General Studies , Expected in 2004
Holmes Community College - Ridgeland, MS

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School Attended

  • Belhaven University
  • Holmes Community College

Job Titles Held:

  • Support Services Engineer
  • Contract Administrator
  • Rescue Net Dispatch & Billing Support
  • Chief Support


  • BBA
  • Associate of Arts

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