Customer Service Engineer
Resume:
H a rold Wiley I I I
***************@*******.***
P ROFESSIONAL SYNOPS IS
Accomplished in hardware deployments, software BETA and Pilot Program Management
Experienced systems implementation, integration and t raining
Disciplined in vendor, client communications and management
Structured problem - solving methodology (DMAIC)
Desktop support (Hardware, Software, and Satellite)
Inbound – Outbound & Help Desk call center support (15 years)
Professional customer service and telemarketing experience
CORE CO MPET ENC I ES
Ability to recreate errors and user error through problem solving testing procedures
Integration, improvement process knowledge for production and t ransactional systems
Healthcare claims, quality assurance, and implementation procedures
ANSI X12, H IPAA regulations, EDI mapping
Performance and load - testing experience
Proficient with claims, remittance advice, eligibility, credit card t ransaction
Overall insight to better meet customer expectation and bottom line objectives
Ability to assist customers and clients on the use and benefit of the product
Excellent up selling techniques for upgrading or enhancements of product line
Proactive professional with Liaison experience and SME (Subject Matter Expert) experience
Experienced with SOW (Statement of Work)
MS SharePoint, MS Word-Project, HTML, SQL, MS PowerPoint, MS Excel, MS Visio, Lotus Notes, UNIX
E DI, Bank payment solution & Back office processing & Credit card EDI support and implementation
experienced
Participate in problem-solving, data gathering techniques
Maintain customer database by updating and modifying accordingly
Product line implementation and support
Professional communication with vendors, banks, and other support organizations
PROFESSIONAL H IS TORY
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H a rold Wiley I I I
***************@*******.***
N CR - C ustomer Engineer Assistant / NCR Lead Tech - Contractor (2010 - P resent)
• Conduct multiple installations, swaps and maintenance
• Register, Computer and Signature Capture installations
• Provide excellent customer service
• Able to complete multiple task requested by lead engineer
• Ability to document complete bug report, with alternative solutions from development and installations
• Propensity to learn new technology
C entral Payment Corporation – C redit Ca rd Account Executive - ( 2005 - P resent)
• Conducted cold calls to potential merchants to grow the business via financial e-commerce
• Outside skills approach to recognize customer needs and deliver the appropriate product
• Explained, demonstrated features and benefits of products and services
• Created new sales opportunities and credit processing solutions
N ova I nformation Systems – E D I Business Representative - ( 2004-2005)
• Maintained inbound / outbound calls to potential merchants to grow their business via financial e-commerce
• Utilized well developed selling skills to recognize customer needs and deliver the appropriate product
• Provided quality service to customers and banking institutions to acquire and retain relationships and increase
u tilization of products and services.
• Explained features and benefits of products and services for purposes of creating new financial opportunities
M edunite (formerly N DC Health) - I mplementation M anager - (1999-2003)
• Provided general, technical and customer support to vendors and medical billing offices
• Served as liaison between Vendors and Sales team and Vice President of Support / Customer Relations
• Ensured the projects were risk free/completed on schedule.
• Defined project plan for each implementation
• Completed electronic billing via HCFA1500 paper to electronic processes to payers.
• Worked with all insurance payers throughout the USA as it related to claims process and adjudication.
• Responsible for over 75 vendors to transition from a legacy platform to a H IPAA compliant platform
• Supported over 300 vendors and 3 major platforms (UNIX, AIX, DOS, and OS/2)
• Trained physician offices and customer service departments on all product applications
• Demonstrated high-level understanding of the operations and developmental process
• Ensured product configuration met client's requirements for claims and credit card processing
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H a rold Wiley I I I
***************@*******.***
• Assisted in product demonstrations, physician and vendor office visits
• Developed processes and procedures for ensuring smooth integrations
N ational Data Corporation - C ustomer S upport M anager - (1996-1999)
• Led 28 front line CSR's and 8 technical support representatives
• Maintained and managed over 30,000 customer clients and 300 vendors
• Led and supported the vendors as it related to vendors on site (Escalation)
• Supported all printer function and setup to include remote testing
• Created and led vendor help support desk to assist end users with applications built on the SCO Unix, OS/2
and DOS
• Collaborated with senior managers to implement new processes and procedures
• Evaluated procedures and made recommendations for best practices
• Managed front line and second line support for a nationwide implementation of multiple (PMS) systems
• Created documentation for t raining and conducted classes for all support functions
• Established UN IX data testing of software and t roubleshoot EDI insurance claims & financial e-commerce
submission interface
• Implemented, t rained, and supported call t racking system (Lotus Notes)-(ACD system)-(QA)
• Demonstrated and recreated customers problems in which were escalated via customer support
• Assisted with in installation remotely
C yntergy - Systems Support Special ist - (1993 – 1995)
• Supervised the implementation and support of hardware and software for Holiday inn Worldwide
( InterContinental Hotels)
• Served as team leader for hardware upgrades and software installations
• Implemented and supported Hotel and Restaurant POS systems via IBM integrations
• Conducted formal t raining classes for executives and non executives
• Developed and supervised medium to large “train the t rainer” classes
M I L I TARY
Army Veteran (Honorable) (1985-1993)
E D UCAT IO N
Strayer University, Bachelors of Science (Fall 2013)
Aveta Business Institute – Six Sigma (ASQ)
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H a rold Wiley I I I
***************@*******.***
C ERT I F ICAT IO N
Six Sigma Green Belt Certified
Six Sigma Lean / DFSS Certified
Microsoft Office Specialist Expert (Word, Excel)
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