Althea Mallette

Email: acqjbk@r.postjobfree.com

678-***-****

OBJECTIVE: Seeking a Tier 2 technical/analyst position that will enable me to grow in my career and obtain financial satisfaction

EDUCATION: Bachelor of Science Degree in Management Information Systems

Graduate Cum Laude, May 2005

Florida Memorial College Miami, FL

SKILLS: Operating Systems: Windows XP, VISTA, Windows 7 and 8, MAC

Software: Microsoft Office, Outlook, FC Client, SQL, Heat

EXPERIENCE:

2010-2015Insight Software/My Vision Express Weston, FL

Tier 1 Technical Support Analyst Supervisor (2 year-present)

Healthcare IT experience

Interviewed and trained new support Tier 1 staff members

Developed and implemented a career path for each of my employee

Developed Training and testing documentation for all internal staff to asses what has been learned

Developed restructuring for the support department to implement to protocols and procedures

Set goals and provided evaluation every 90 days for each staff member

Developed new departments in order to meet the growing needs of the company which will create staff growth

Possess knowledge of the ANSI X12 format including 835 and 837

Experience working with Practice Management applications

Experience with Payers and Clearinghouses

Experience with billing encounters, working claim edits and creating claims

Understanding of provider and group hierarchy as it relates to an electronic claim file

Provide QA testing and coordinating with the development team to ensure fixes are properly implemented. This also includes training subordinates the proper way to test and forward tickets to programming via our ticketing system (Kayako)

Tier 2 Technical Support Analysts

Provides technical support as well as customer service to our authorized Electronic Medical Records (EMR/EHR) software users.

Handles all escalated insurance rejection issues that may entail coordinating with the user clearinghouse or the insurance company to resolve.

Primary person for installs for Demand Force and The Appointment Book (TAB).

Run updates, database transfers, and communicate with proper programming department in order to resolve issues.

Assist with E-Prescribing, creating CCD files, Importing ERA’s to post payments.

Run queries on SQL database to resolve issues

Document all calls made and received through KAYKO

Track and open tickets generated by users as well as myself and other staff members

Provide assistance with escalated issue from tier 1 support staff.

Run testing on future software applications to ensure stability for implementation.

Provide training sessions for internal staff members and as well as customers.

2007-2009 Agco Corporation Duluth, GA

Technical Support Coordinator

Provides technical support as well as customer service to authorized dealerships in the US. And Canada via telephone

Document all calls made and received in Heat

Assist with the packaging of software material

Assist dealers with monthly bills.

Provide onsite assistance to dealers

Run testing on future software applications

2005 - 2007 The Answer Group Ft. Lauderdale, FL

Technical Support Engineer

Diagnose and support customers via telephone.

Utilize remote access applications as needed to assist end user.

Troubleshoot hardware problems and resolve and configure network connectivity problems.

Document all calls in FC Client database system.

Dispatch onsite repair or other 3rd party service.

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