Patrice S. Martin

Decatur, GA ***** ac0fhs@r.postjobfree.com 404-***-****

Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Microsoft SharePoint

iSupport Help Desk Solutions

HP Quality Center (HPQC)

Customer Service

Software Development Life Cycle (SDLC)

Active Directory

Medical Terminology

Professional Experience

CARTER CONSULTING, INC., ATLANTA, GA (9/2015 to 9/2016)

Help Desk Analyst, National Center for Immunization and Respiratory Diseases, CDC

Monitored and supported PEAR (Provider Education, Assessment, and Reporting) an online performance auditing system geared at increasing oversight and policy compliance for over 43,000 vaccine providers nationwide participating in CDC’s Vaccines for Children (VFC) program

Prioritized customer requests based on the criticality of the problem and to meet established timelines to determine appropriate response

Managed ticket resolution including issue detection, research, escalation and resolution

Generated reports detailing recurring system errors, user challenges and ticket trends

Provided on-site and remote technical support for internal and external users

Designed, developed and updated comprehensive training materials for over 1,500 users

Developed and maintained standard operating procedures (SOPs)

Assisted with documenting business processes for our customer

Supported system enhancements through the development of user stories and technical requirements

Tested and coordinated testing of new installations and upgrades

NORTHROP GRUMMAN, ATLANTA, GA (11/2013 to 9/2015)

User Support Specialist, National Center for HIV/AIDS, Viral Hepatitis, STD, and TB Prevention, CDC

Troubleshot and resolved technical issues encountered by internal and external customers

Diagnosed, identified, isolated and analyzed problems utilizing historical database records

Maintained thorough support logs and tracking of all issues and calls

Conducted surveys and data collection activities for business intelligence reporting

Provided support related reports to management (volume, time to open issues and close issues)

Recommend changes to support procedures and user guidance as part of ongoing process improvement

Viewed and monitored all support incidents, manage Service Level Agreements (SLA’s) and update knowledge sharing database

Worked with service providers/vendors to ensure remote and/or on-site Field IT operational support, maintenance, problem solving, configuration and installation

Partnered with project leaders on business initiatives to design and develop the required help desk infrastructure

Conducted User Acceptance Testing (UAT), recommend system or process enhancements and the execution of project deliverables

Assisted with designing curriculum for end-user training and conduct the training for all users

Revised user training manuals and procedures and create frequently asked questions (FAQs)

Adhered to the Software Development Life Cycle Management (SDLC) plan and policies

QTC A LOCKHEED MARTIN COMPANY, ATLANTA, GA (1/2009 to 8/2012)

Case Coordinator

Liaison with The U.S. Department of Veteran Affairs, active duty personnel, veterans and providers of healthcare. Determined Veterans eligibility for benefits, entered and recorded patient's insurance information and requested medical information from other facilities

Triaged daily download of referrals and ensure appropriate worksheets are assigned to corresponding conditions as identified by Veteran's Administration

Verified appropriate Current Procedural Terminology (CPT) codes and Contract Line Item Numbers (CLIN) are assigned to each case

Communicated directly with claimants and providers and obtain medical history for specific conditions.

Reviewed claimant medical records and determining appropriate examinations, tests and specialist required for each case

Scheduled appointments for examinees including follow-up appointments and rescheduled appointments. Assisted in the billing and payment process

Performed compensation and pension disability examinations

Ensured that medical records/charts had been pulled, patient data was current, appropriate paperwork was in order, and charts were reviewed/prepared and triaged disability claims

Monitored exam process data entry, and maintained accurate databases

SOUTHWEST GEORGIA PUBLIC HEALTH DISTRICT, ALBANY, GA (8/2007 to 12/2007)

Intern

Assisted the Director of Epidemiology with training, presentations, technical assistance, and consultative services regarding epidemiology and the control of public health issues of all kinds

Helped with performing formal case control and cohort studies of complex health issues (ex. foodborne investigations, infectious disease outbreaks)

Provided training, technical assistance, and consultative services regarding epidemiology and the control of public health issues to surrounding communities

Disseminated statistical information internally and externally and formulate reports

Met with community outreach leaders, town hall leaders to provide support and technical resources within the district and its communities

Education

B.S. in Health Care Administration, Albany State University, Albany, GA 2008

Microsoft SharePoint Foundation 2010 Level 1 Training, Atlanta, GA 2014

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