Technical Support Manager
Resume:
Tracy L. Dowell
Eaton Rapids, MI. 48827
******.*******@*****.***
Objective: A challenging career that includes advancement with in a growing established company.
NeoPollard Interactive Customer Accounts Representative
3/2017-7/2017 Take Inbound calls and take chats from Michigan Lottery players for support for the
online website, account issues and technical support. Answer emails from players,
outbound calls to player to notify them of issue with their account. Using NeoSphere
for players accounts.
Inovalon Medical Records & Call Center Representative
09/2015-3/2017 Complete telephonic welcome calls to engage & enroll patients into chronic
care management programs as well as obtaining or providing information.
Triage inbound calls & direct them to the proper party. Collect information
& simultaneously document data into Safhire. Schedule onsite reviews
and auto fax medical records on behalf of Health Plans. Follow up on status
of medical records. Place calls to verify provider location.
AmeriGas Client Relations Specialist
Eaton Rapids, MI Take inbound calls from customers that need delivery of propane, take
10/2012-08/2015 payments, document calls, handle billing issues, contract set up/changes,
new customer set up, Operate SAP, SharePoint, Outlook, many AmeriGas
specific programs. Data collation, month end reports, daily operations cash,
entry of truck and driver daily activities into system. Heap assistance program.
Broadstripe
Charlotte, MI
4/2008 – 4//2011
Technical Support Specialist
Take incoming calls from customers that are experiencing problems with their internet, email, basic computer, phone and cable. Troubleshoot techniques to get the services back online. Use ACSR and GLDS to bring up customer accounts. Utilize IBBS and Coordinator to look into issues with devices such as modems, EMTA, MTA & DCT's. Troubleshoot Networking issues.
KMG Prestige
Lansing, MI
9/02 - 7/06
Property Manager
Performed Section 8 certifications & Tax Credit for MSHDA and HUD using Classic Real Estate Program. Prepared yearly budget. Supervised 7 employees and multiple properties. Weekly and monthly financial reports, Inspections, payroll submission and hiring of all employees. Accounts receivable/payable. Resident accounting, marketing, training of new employees.
GTECH Corporation
Lansing, MI
9/98 - 8/02
Sr. Systems Operator/Telecom Technician
Operate and maintain online computer systems using Access, UNIX, VMS, PROSYS, SQL, IMPROMPTU. Performed batch processing. System maintenance of all files. Program new instant tickets into system. Balance sales on Excel. Backup daily lottery sales. Perform hotline and telecommunications duties.
Education: High School Diploma Associates Degree
Major: General/office Lansing Community College
Charlotte High School Computer Support/in process
Michigan Michigan
Tracy Dowell
Resume
Pg. 2
Certificates / Licenses:
Certified Occupancy Specialists, National Center of Housing Management, WA
Fair Housing, Greater Lansing Apartment Association, MI
Supervisor basic Safety, Kalamazoo Valley Community College, MI
Completion Computer Operator III, GTECH International, MI
Skills and Abilities:
Proficient in Microsoft Office Programs, SharePoint, Word, Excel, Access, PowerPoint, Outlook, SAP, Notepad. Experience with Adobe Acrobat, PDF files, Citrix Neighborhood Network, Power Site Accounting System, HUD Manager, Classic Real Estate Program, UNIX, PROSYS, SQL, VMS, ACSR accounting program, GLDS accounting programs, IBBS & Coordinator programs, Property law & Web Design training, Safhire, ITCC, NeoSphere. Type 60 WPM & perform data entry.
Honors and Activities:
I have achieved leadership honors, excellence awards, honorable mention honors from past employment. Employee of the week at Inovalon.
Notes and Other Information:
I have an upbeat, professional attitude and am very dedicated to my work. I enjoy working in a team setting as well as a fast paced, multi-tasking environment. I am open to obtaining new skills and would like to advance into a long-term career.
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