Customer Service Medical

Deborah D. Bergner

**** ****** ******

Norco, CA 92860

Cell 951-***-****

Home 951-***-****

**************@*****.***

********@*****.***

SUMMARY

Excellent Oral, written and communication customer service skills. Ability

to plan and organize, adjust to changing priorities, be assertive and self-

sufficient. Work independently with minimal supervision. Responsible,

proactive and motivated self-starter. Strengths include; commitment;

attention to detail; quality control; excellent customer/client

relationships; planning/organizing and project management.

1997-2009 Kaiser Permanente-Corona, CA

National Help Desk / IT Analyst

. Gathered and documented tracking system complex technical

information and investigate problematic issues for department

with regard to software and hardware failure via Remedy

Tracking System

. Create training documents which support internal travel and

expense reporting applications and train analysts on

supporting these applications

. Support end users, and analysts with troubleshooting

multiple(5000) applications, this includes; analyzing users

situation and offering alternate methods; follow-up with

user/client to ensure applications are effective and

operating properly, resetting secured passwords via active

directory

. Work with multiple IT groups to report technical issues for

immediate remediation

. Provide support for escalated issues, working with Kaiser

Permanent IT groups all over the USA to ensure technical

issues are resolved within the departments Security Service

Level Agreement

. Assist internal employees with technical troubleshooting on

clinical and mainframe applications

. Prepare and create software training for new analyst

. Provide 24 hour technical support for end users/new

application roll out

. Determine "high severity" technical impacts to local business

partners

. Recognize trends in software and hardware

functionality/failure

1991-1997 Kaiser Permanente- North Hollywood, CA

Regional Reference Laboratory/Management Systems

Coordinator/Asst Supervisor

. Supports Medical Center and Laboratory Personnel in the

interpretation of the modifications, enhancements, equipment

and instrumentation troubleshooting in all aspects of LAN,

WAN, Mainframe and DEC Platform Functionality

. Point of contact for Problem resolution and escalation of

Multi-Platform environment region wide.

. Liaison for the coordinator and the organization of medical

center and laboratory personnel documentation for new

policies, procedures, lab methodologies and tequniques

. Knowledge of medical terminology and medical transcription

. Responsible for troubleshooting and resolution in conjunction

with workflow, scheduling, monitoring work performance of LMS

staff consisting of seven data entry clerks

1979-1991 Kaiser Permanente-Carson, CA

Regional Endocrinology/Laboratory Lead Clerk

. LMS/KPDS/CRIS/Opas Core Trainer assisting in training and

education of all personnel in the endocrinology laboratory

. Developed and highly involved with KPDS/LMS/RMS

implementation

. Responsible for Specimen problem troubleshooting and problem

resolution of patient demographic information on both KPDS

and LMS functionality

Accomplishments

I created and designed training manuals for new analyst to assist and

provide them with pertinent program information. Currently, this program

has expanded and is operating successfully.

Trained Entire Helpdesk Staff (200 users) on new web based methodology for

resetting passwords - Password Express

Lotus Notes Certified

HRO High Reliability Organization - Completion

Medical Terminology Certified

*References available upon request

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