Customer Service Software

Craig T. Reed

**** **** ***** 678-***-****

Douglasville, GA 30135 **********@*****.***

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Technical Summary

** **ars experience in supporting software and hardware for large client base .

Adaptive and dedicated technician providing excellent quality customer service.

Proficent communicator with savy and novice users. Effective in a fast pace ACD

call enviornment. A critical thinker having the ability to act quickly to diffuse

frustrated customer’s situations. Indentified problems with software and hardware to

discover resolutions for both customers and team . Knowledgeable of all Windows

Operating systems and Microsoft Office Suite. Diagnosed and recommended

hardware upgrades.

WORK HISTORY

EMDEON BUSINESS CORPORATION (formerly WEBMD) 2002 – Oct 2010

Technical support

Assist customer in editing data in practice management software. Train customers in

daily usage of software Install and setup and configure WebMD’s proprietary Remote

dental electronic claims software.. Trouble-shoot software and hardware related

questions concerning Remote. Access client’s computers using desktop remote

software to diagnose and correct problems. Coached customers through manual

commands in Windows. Contributed in the updating of the WebMD intranet software

database, Assisted in testing the new versions of Remote software. Edit and create

batch files.

1999 -

VITALWORKS/ INFOCURE

2002

Software support

Provide Quality Customer Service. Support for Wisdom and DR practice management

software and medical billing. Train customers in daily usage of software. Resolved data

issues. Create customer reports for customers. Created new batch files for failed

functions. Troubleshoot software, printer and networking issues for PC, Dos and Mac

operating systems. Resolve certain issue using Pc anywhere. Install and upgrade

various software and hardware components. Coordinate with Quality Assurance to

provide resolutions for clients regarding software issues. Assist clients in implementing

backup procedures.

Data conversion specialist

Convert existing Paradox and Microsoft Access databases to the SQL Server.

Use SQL utilities to create Databases and configure ODBC connections to the

database, debug database

Provide phone support for end users on software and hardware related issues.

COMPAQ

1998 -1999

Help desk support (Tier 1 and 2)

EDUCATION

Computer Classic Skills,

Courses taken - Microsoft Windows NT 4.0 Administration, Windows NT 4.0 Core

Technologies

Atlanta Metropolitan College

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