Customer Service Software

LaDonna Powell

***** *. **** ******* . ******, ks 66219 . Phone 913-***-****

E-MAIL **********@*****.***

OBJECTIVE

SEEKING A POSITION IN THE INFORMATION TECHNOLOGY AND/OR SUPPORT ANALYST

FIELD. HIGHLY DRIVEN, VERSATILE, QUICK LEARNER. ABILITY TO PROVIDE

SOLUTIONS FOR TECHNICAL ISSUES USING SKILLS FROM MANY DIFFERENT

TECHNOLOGIES AND COMPUTER PLATFORMS. I ALSO PROVIDE EXCELLENT CUSTOMER

SERVICE

EXPERIENCE

ScriptPro, LLC

2006-2010 Mission, KS

Applications Systems Analyst

Provide advanced internal/external technical support for ScriptPro

proprietary software systems

Support activities include encoding, debugging and testing of ScriptPro

proprietary software systems by writing and editing software programs

after conducting a technical analysis and review of system performance

2006 Provide proper documentation of software changes, network diagrams and

call notes

Provide technical support for communication hardware, including serial

and TCP/IP Network Configurations

Complete remote software configurations and upgrade support for new

system installations

Complete software configuration and upgrade support for installed

systems

2003- 2006 Security Clearance for Access to Department of Defense Pharmacy Sites

I-Plexus, Solutions

Kansas City, MO

EDI Customer Analyst

Supported membership EDI processing

Responsible for providing IT support to the operation teams for system

tables related to claims, e.g. diagnostic code, procedure code,

modifier code, pricing tables

Provided support to the operational teams to insure the correct

application of claim, membership and eligibility data within all

systems

Supported the processing of inbound Claim EDI data and Member EDI data

from the health plan

2003-2005 Work closely with vendors and customers to bring in orders and invoices

electronically through use of the standard EDI protocols

Vantagemed Corporation

Kansas City, MO

EDI Analyst

Responded to customer issues and periodically getting involved in

special projects as requested

Escalation point for EDI customer issues

Coordinated Level 2 problems with appropriate technical, professional

and 3rd party service personnel along with users who reporting the

problem

Documented, update and close incidents in the CRM

Monitored the CRM queue for new incidents

Trained customers on setup and troubleshoot issues with setup,

including Claims taker and Code Wizard products

Troubleshoot, train and resolve issues with Bill Advantage

Installs of Vantagemed EDI products

Work with customer to understand issues and explain resolution of the

issues

Adhere to Vantagemed Service Levels Agreements

Maintain security and privacy of client data

Customer Support Analyst

Diagnose and resolve customer hardware and software problems via

telephone regarding medical billing software for legacy (UNIX based)

and core product (windows based)

Assist with software development through component and integration

testing

Update and maintain existing knowledge base support solutions

Remote troubleshooting, effectively investigating and resolving

customers inquiries in an inbound call center environment

Updating existing clients for HIPAA compliancy, assuring privacy of

medical records and encryption of the transmission to EDI insurance

claims

Worked with insurance carriers and clearinghouses finding solutions

for claim rejections

System maintenance on UNIX, Linux, ScoUnix, Windows 2000/2003 and XP

servers, SQL database

First escalation point for clients to report hardware/software issues

Coordinated, implemented, and communicated the organization's

strategies and initiatives to assure HIPAA Compliancy for multiple

legacy systems. Responsible for ensuring that Application software and

EDI-related production and procedures are maintained and properly

executed

Communitech

Kansas City, MO

2002-2003 Technical Support Representative

Provided technical support to clients via e-mail/phone supporting web

hosting accounts. Assisted with getting them started with their

websites and setting up email accounts. Would also troubleshoot issues

regarding their websites and email, using our web servers to access the

accounts

Identify customer's questions and offer complete and accurate answers,

document all issues in tracking system

1998-2002 First escalation point for clients to report issues and help determine

if a ticket needs to escalated

Troubleshooting server side problems, Reported Outages

Sykes, Inc

Manhattan, KS

Tier II Helpdesk Technician

Provided direct support to 1st level technicians taking inbound calls

2001-2002 supporting SBC/DSL

Provided training needs to specific technicians, whom required

additional training, to assure quality service.

Monitored technicians verified proper troubleshooting steps were taken

and assured that issues were being resolved within a timely manner

Dispatched specified technicians to the field accordingly

Customer Support Technician - Level I

Answered inbound calls providing technical troubleshooting and customer

1999-2001 service support for SBC DSL Internet services

Supported customers with self-install DSL

Assisted with resolving any software/hardware issues relating to DSL

service

Followed professional and technical guidelines provided by support

managers

Customer Relations/Case Mgmt Supervisor - Level II

Provided direct support and assisted 1st level technicians with

1998-1999 resolving hardware/software issues

Verified feature specifications and repairs on current and discontinued

products, parts and warranty options

Responded to escalated cases from CSR and clients regarding warranty

and customer dissatisfaction issues

Researched alternatives and communicate possible resolutions to clients

Negotiated with irate customers who requested a supervisor

Provided technical support to customers and authorized resellers

resolving technical and non-technical issues

Took ownership of cases that couldn't be resolved by 1st level

technicians or service centers

Customer Support Technician - Compaq Computer

Answered inbound calls for Compaq personal computers and laptops

Provided troubleshooting steps for computer hardware/software related

issues

Resolved technical issues on basic operation or maintenance of personal

computers

Followed guidelines in issuing service events and resolutions on

technical issues

Answered general questions about warranty and usage of personal

computers

Met targeted productivity levels, maintained call control and met

targeted goals

skills

SECURITY CLEARANCE FOR DOD ACCESS

12 plus years experience with Information Technology, Customer Service

and various Help Desk Positions

12 plus years experience with Information Technology, Customer Service

and various Help Desk Positions

Experience with Evaluating, Processing and Handling of Insurance

Claims

Experience with SQL scripts, Database Management Programming Language-

RPG, COBOL

Experience with Microsoft Operating systems: DOS Windows NT, 95, 98,

EDUCATION XP, Vista, 7 Windows 2000, UNIX, Linux, SCOADMIN

Ability to work well as a team member and excellent customer service

skills, self starter and enjoy learning new technology

Familiar with various call tracking systems and know the importance of

documenting calls

MAnhattan Area Technical

College

Computer Technology ? 1992-1993

Computer Programming - RPG and COBOL ? 1993-1994

*References Available Upon Request*

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