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Technical Support Software

Newnan, Georgia, United States
August 28, 2017

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*** ****** *****, ******, ** 30263 • 404-***-**** •

Professional Summary

An accomplished Senior Technical Support Professional with over 17 years’ experience in Software Training, Management, Computer Operations, Data Analysis, Data Inventory, Electronic Records Management and Privacy, Technical, Help Desk, Software and Hardware Training. Highly knowledgeable and progressive-driven IT Professional with extensive experience in managing desktop support and system administration operations. She has proven abilities in cost control, process improvement, and seamless technology integration. Skilled in SQL/Windows Server, IT Compliance, IT Audit, collaborating effectively with vendors, customers, and staff at all organizational levels to reliably deliver solutions that meet business and technical requirements. Ms. Rhone continually searches for ways to increase efficiency, security, performance, and end user satisfaction. She is a C ertified Six Sigma Yellow Belt. Professional Skills

■ Data Analysis & Data Inventory

■ Meaningful Use

■ HIPAA Compliance & Privacy

■ Electronic Records

■ Database Management

■ Presentation & Briefings

■ Research & Tracking

■ McKesson Practice Partner

■ Lifecycle Management

■ Regulatory Compliance

■ System Upgrades

■ Disaster Recovery

■ Quality Control

■ Microsoft Application

■ Technical Documentation

■ Policy Development

■ Curriculum Design & Development

■ User Training & Development

■ Classroom Management

■ Application Support Analyst

■ Help Desk & IT Support Specialist

Professional Experience

Senior Software Support/ Technical Support Manager/Software Trainer (remote)

● Primary point of support for the Practice Partner end user community

● Provided on-site technical support and training to staff and physicians

● Served as the liaison between staff, customers and vendor

● Resolved open help desk tickets through communication with department staff to identify the issues involved and determining the best possible solution available

● Created, modified, scheduled and monitored application extracts for downstream systems and McKesson/EMDs

● Provided second level determination and resolution for Practice Partner EMR and Practice Partner Medical Billing

● Advanced the operational efficiency of the use for Practice Partner EMR and Practice Partner Medical Billing

● Educated customers as to the solution of software problems by answering questions, interpreting operation instructions, and providing references to the administration of end- user for Practice Partner EMR and Practice Partner Medical Billing

● Responded promptly to helpdesk notifications, customer complaints and concerns

● Support IT change control and audit policies and procedures to ensure compliance

● Assisted with finalizing forms, procedures, and documentation needed for maintenance of application programs

● Gathered, reviewed, and summarized information needed to determine solutions for client application software problems and determined when, where, and how to reroute problems to other technical areas

● Assisted with Lab Integration and migration

Practice Partner Product Support Representative/ Software Trainer/Implementation Consultant

● Facilitated functional, technical, and soft skills for new and existing employees to maintain a customer base

● Provided on-site and remote technical support and training to staff and physicians

● Determined, analyzed and developed approaches to solutions

● Evaluated interfaces, operational requirements and overall characteristics of applications

● Upgraded and maintained a detailed software system requirements specification

● Coordinated and trained product support specialist on new products and applications

● Conducted training sessions to develop and implement new procedures and troubleshooting techniques

● Assisted and trained representatives to deliver direct customer support, problem solving and resolution for our most complex and crucial customer issues

● Provided technical documentation, technical training for support groups, as well as suggestions for analysts

● Effectively created solutions, developed processes, and cultivated teamwork to meet learners' needs Mary Elizabeth Rhone • 404-***-**** • Implementation Specialist /Software Trainer/Team Manager (Contract)

● Provided on-site technical support and training to staff and physicians on completing telemedicine consults and utilizing the paperless electronic medical records system

● Served as implementation support for hospitals and physicians’ practices

● Conducted over 500+ hours of instruction courses for employees, 25 trainees per class

● Implemented rational database system in order to maintain inventory records for software and hardware

● Delivered training programmers to clients either in e-learning, group classroom setting, Virtual Learning Environment or on one-to-one basis

● Handled the tasks of designing manuals, exercises and handouts

● Maintained software and hardware tools that are used for training purpose Electronic Medical Records / Senior Technical Support Manager/Software Trainer/Implementation Specialist

● Provided on-site technical support and training to staff and physicians

● Facilitated electronic medical records training for facility and updated all training manuals

● Converted paper chart to Electronic Medical Records

● Managed Electronic Medical Records

● Handled the tasks of conducting training regarding software designing and developing a data management system by using HTML

● Maintained database that tracked all class rosters, paperwork, class attendance, and class critiques

● Handled the tasks of testing beta software for different software companies

● Guided users by providing instructions for use of different software in an easy way

● Developed and designed, easy and new software for trainees

● Responsible for implementing a rational database system in order to maintain inventory records for software and hardware.

Employment History

CTG Health Solutions, Buffalo, NY 10/2014 to 03/2017 Senior Software Support/EHR Trainer (remote)

McKesson Corporation, Alpharetta, GA 03/2012 to 10/2014 Product Support Representative/ Software Trainer/Implementation Consultant REACH Health, Inc., Alpharetta, GA 01/2011 to 07/2011 Implementation Specialist / Soft Trainer/ Implementation Specialist Piedmont Heart Institute, Atlanta, GA 08/2003 to 12/2010 Electronic Medical Records / Software Trainer/Implementation Specialist Education & Certifications

Argosy University, Atlanta, GA, M asters of Art, Education Technology Strayer University, Morrow, GA, B achelors of Business Administration, Management and Information Systems Six Sigma, Yellow Belt, C ertifications

Technology Capabilities

■ Proficient in SAP

■ Major Software/Systems


■ MS Windows Suite/Office Suite

■ WebEX

■ Database Management

■ Citrix/C-Tree Server

■ Active Directory

■ McKesson Practice Partner

■ Product Registration

■ Electronic Medical Records

■ Disaster Recovery

■ Medical Manager

■ Lab Integrations

■ Kronos Timekeeper

■ Adobe Acrobat

■ WordPerfect

■ SharePoint

■ SalesForce

■ ServiceNow

■ Google Docs

■ SQL Server/Windows Server

■ Confluence


Mary Elizabeth Rhone • 404-***-**** •

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