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Customer Service Support

Location:

Granite City, IL

Posted:

August 25, 2017

Contact this candidate

Resume:

KEITH RAGSDALE

**** ******** ***** *****, ******* City, IL 62040

Mobile Phone: 314-***-****

Email: **************@*******.***

PROFESSIONAL PROFILE

A solutions-focused, highly professional and experienced Tier-1 helpdesk technician offering 9+ years of extensive experience fulfilling IT Helpdesk and Software Support roles with leadership skills within an office environment. Demonstrated hands-on experience in delivering high-impact results through the effective combination of technical expertise, acute attention to detail, and interpersonal communication techniques. History of serving at the helm of major IT infrastructures in the medical sector, successfully executing application rollouts, providing system upgrades, software & hardware installations, managing end-users accounts, database backups, as well as administering onsite and remote support to end-users while utilizing state-of-the-art strategies to identify and resolve complex issues that require urgency and rapid resolution. Capable of quickly grasping and understanding new ideas and concepts and applying them for efficient running of daily operations. Demonstrated a proven record of excellent software support skills with unwavering passion and commitment to highest levels of services. Now looking to a new horizon in an advanced and engaging software support environment.

CORE COMPETENCIES

Technical Support Operations Management Personal

Onsite/remote End-user support ● Problem Resolution ● Interpersonal Communication

Workflow Streamlining ● Staff Training ● Organized and Analytical

Data Backup & Recovery ● Office management ● Relationship Building

Software & Hardware Installation ● Process Improvement ● Leadership & Teamwork

OS migration & System Upgrade ● Team Collaboration ● Multitasking

Testing/quality assurance ● Policy Compliance ● Time Management

Implementing solution strategies ● Routing reporting ● Sense of Urgency

AREAS OF HIGHLIGHTS

Project Management – Experienced managing project operations from inception through completion to boost productivity and bottom-line objectives.

Decision Making – able to quickly analyze situations and weigh out the best possible options before making decisions to achieve profitable results.

Collaboration & Teamwork – Extensive experience in strategic partnerships in liaising and collaborating effectively with all levels of management, personnel, and clientele to ensure organizational expectations are met.

Leadership – Demonstrated success as a leader with excellent initiatives that are inherent in eliciting the best quality of team with commitment to highest levels of services.

Workflow Optimization – Displayed innovative methods in redefining firms sets goals and surpassing expected yield.

WORK EXPERIENCE

Helpdesk Software Support Sept 2009 - Current

NextGen RCM Services St. Louis, Mo

Knowledgeable of internal active directory, NextGen, Citrix and Medical Manager software and responsible for adding/updating/enabling/restoring, disabling/deactivating user accounts with password resets.

Keep current Track-It! queue with timely ticket updates and excellent documentation. Provides onsite and remote Tier-1 client support for end-users in United States and India.

Working and liaising with a cross-functional teams of both billing, follow up, and cash posting teams.

Conducting continuous supervision and annual checks to ensure all patients data and information are in accordance with HIPAA policies.

Military Civilian Recruiter (Army) Nov 2006 - Apr 2007

SERCO Fairview Heights, IL

Recruited, assess and advise applicants on eligibility and enlistment programs and options.

Promoted and enlisted individuals into military service. Conduct sales interviews.

Performed police and background checks, and conducted detailed interviews with candidates to evaluate characteristics, skills other factors in accordance with US Army regulation.

Handled all pre-qualifications processes, related paperwork and processed qualified applicants.

National Outpatient Medicare Office Patient Account Representative Oct 2002 - Nov 2006

HealthSouth St. Louis, MO

Maintained HIPAA compliant billing and collections regulations.

Contacting insurance companies to insure prompt payments to accounts.

Contacting patients to explain and discuss account status.

HIPAA compliant in billing HCFA 1500 and UB-92 claim forms.

Posting payments and adjustments to patient accounts.

Proficient in Tiny Term, Anzio, Hot Key, and Internet/Intranet programs.

Excels toward maximizing highest possible collections.

Displays high regard towards Protected Health Information.

Remote Assistant Operator Feb 1999 - Oct 2002

American Totalisator (AMTOTE) c/o Fairmount Park, IL

Technician/tour driver sent out to test, repair and maintain: parlors.

Maintained Ticket Issue Machines (TIM), Terminal Control Assembly (TCA), Tri-Bar remote television system, Jumbo-Tron television and an infield tote board.

Experienced in managing a workshop and providing excellent customer service.

Proficient with hand tools and with operating some heavy machinery.

MILITARY EXPERIENCE

United States Army USAEUR Vilseck, Germany Aug 1996 – Dec 1998

Specialist/E-4-Infantry Specialist/E-4 11-B Infantryman – Honorable Discharge

Skilled in operations and maintenance of the M-16A2, M60 rifle and combat weapons.

Operational understanding of infantry tactics and maneuvers.

Operating and driving along with maintenance and repair of the Bradley Fighting Vehicle.

Member of fire team - trained in weapons drills, reconnaissance missions, processing captured documents, operating turrets and fire guns, target sighting equipment, reading maps, compasses and battle plans.

Served in Germany and Bosnia-Herzegovina.

EDUCATION

General education with emphasis on theatre and communications

Southern Illinois University - Edwardsville

Edwardsville, IL 01/2001 – 12/2003

High School diploma

Granite City Senior High School

Granite City, IL – Aug 1993 – May 1996

AWARDS AND ACCOMPLISHMENTS

• US Army - Army Achievement Medal

• US Army - Army Service Ribbon

• US Army - Over Seas Service Ribbon