Customer Service High School

J.D. (Jacq) McDonald

***** ****** ****, *** *******, TX 78264

Telephone: 210-***-****, Email: abhcah@r.postjobfree.com

Career Objectives:

Seeking growth opportunities that utilize my strong organizational and IT-

computer abilities, people/customer service skills.

Skills:

I am a flexible employee who works well in team settings, on individual

tasks. I am able to adapt to new work environments with ease, quick to

learn new computer systems. I've excelled in IT programming and technical

support roles. I am fluent in the use of Microsoft Office and have advanced

knowledge of programming languages including HTML and Java Script. Typing

45+ wpm. 10-Key: By touch.

Work History:

. October 4, 2010 - June 01, 2011 XLHealth Corp - San Antonio, Texas

Enrolment specialist, Member advocate

At XLHealth duties included but not limited to, Chronic Condition

Verification (CCV) for special needs Medicare advantage plans. Member

outreach for plan review and conflict resolution, known as Just

Checking in (JCI). Dual Advantage plan (DSNP) eligibility research and

member outreach. Serves as liaison with all other division operations

and services to keep abreast of policy and procedural changes;

Maintains working knowledge of Medicare/Medicaid regulations, managed

care industry, pertinent legislation, and the competitive environment.

. October 5, 2009 - September 28, 2010 Transcom North America - San

Antonio, Texas

BU\IT Technician, Customer service representative

At Transcom, duties included maintaining IT hardware inventory,

training and workstation readiness and repair and LAN room access

logs; monthly PCI wireless scans. Answer Tier II service desk tickets

for equipment functionality and replacement, including Avaya phone

reprogramming and ftp firmware upgrades for WYSE terminals. Assisted

in 2008 xenApp 6 server build for Citrix virtual desktop and PC

desktop builds.

Responsible for floor support and individual assistance to internal

CSRs regarding customer care and problem resolution of technical home

networking and digital phone service issues. Acting as supervisor-on-

duty involving escalated interactions between the clients customers

and the CSR.

. January 1, 2009 - October 1, 2009 JHT Productions - Houston/San

Antonio, Texas

Web development and graphical arts supervisor

At JHT Productions I was responsible for overseeing web development

and design functionality as well as day to day technical support.

Resolving complex situations, acting as supervisor-on-duty as needed,

continuation training of domestic sales representatives, following up

on pending requests; created solutions beneficial to both the customer

and the client.

. January 30, 2006 - Dec 16, 2008 American Express TRS - San Antonio,

Texas

Business IT Specialist & Travel Counselor

At American Express Business Travel my duties included writing GUI-

based documentation, quick reference guides and conceptual, procedural

and reference documents. I was responsible for reporting issues for

product upgrades and IT errors, deploying account specific data and

networking with others to troubleshoot and problem solves technical

issues. This role required technical finesse, accuracy, strong

literacy and reliability. I am considered a Subject Matter expert on

several American Express Branded products, as well as overall

technical and consultative assistance. Furthermore I worked on

programming and deploying their new point of sale software (Gateway),

with one other programmer.

. September 2005 - December 2005 Time taken away from work to look

after my three children. During this time I also took on-line courses

in Graphic Design, JavaScript and HTML programming.

Education:

Texas Group 1 State Life and Health Insurance License

Completed: In progress

September 1996 - March 2000 Texas State University - San Marcos - San

Marcos, Texas

Education Level: 3+ years college, technical or vocational school

Major: Mass Communications

Minor: Sociology

Graduated: N/A Cumulative Hours: 36.0

Aug 1992 - May 1996 Judson Sr High School - Converse, Texas

Education Level: High School Diploma/GED

Major: Mathematics and Science

Graduated: Yes GPA: 3.75

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