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Technical Support Active Directory

Upper Marlboro, Maryland, 20772, United States
January 30, 2018

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La juan ayers

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

Upper marlboro, md 20772

(202) ***-**** cell

(301) ***-**** home


To secure a management position that will allow me to utilize my skills and talents. As well as acquire additional skills and knowledge that will enhance me as an individual.

Quality Technology 12/2013 to 03/2017

Tier 3 Lead Supervisor

Managed 10+ Tier 1/2 Support Technicians

Tracked metrics weekly/ monthly

Performed QA reviews on 40 tickets per week, 160 per month in the production environment

Revamped Standard Operation Procedures

Reconstructed technical language in SOP’s and other technical documents to simplify language for staff

Created a structured environment for the Falls Church office

Assisted with creating the life cycle documentation for all supported systems

Trained newly hired, established and upper management on a multitude of systems and applications

Involved in creating and writing newly implemented processes

Ensured processes executed and followed by all

Acquired skills for Windows 10 Active Directory and Outlook 365

Proficient in Remedy 8.1

Achieved SME status

Extensive knowledge of Hard Downs and Severity 1's

Staff members under my supervision were quickly promoted from Tier 1 to Tier 2

Used provided scripts to pull a variety of reports

Worked closely with system Architects/ System Leads when encountered difficult emails to determine the best course to properly process a certain email

Adapted to critical changes at a moment's notice while following proper procedure and protocol

Provided technical support to insurance companies having issues accessing PQRS, PV-PQRS, HEIDS, Qnet…..

Knowledgeable about MIPS, QPP and eCQM programs

Insight Global 09/2013 to 12/2013

●Initial point of contact for customers when in need of technical assistance

●Assisted customers by phone and electronic mail

●Resolved customer's issues in a timely manner

●Created account for several supported systems

●Designated account administrator for several supported systems

●Coordinated triage activities to direct issues to the correct processing destination

●Troubleshoot events using predefined instructions

●Supported the after-hours helpline regularly

Unity Healthcare Inc. 05/2009 to 09/2013

●Utilized the electronic health record (EHR) to perform HIM’s duties

●Trained other staff members on the proper use of the EHR

●Manually filed/pulled charts for daily clinic use

●Released protected information accordingly

●Registered patients, verified insurances, collected proper documentation

●Scheduled appointments according to the provider's’ schedule

●Project management for three record room conversions

●Purged charts according to standardized purging schedule

●Assisted in areas when needed


Prince George's Community College; Certificate of completion in MBIC 2006

Everest College; Certificate MIBC 2008

Certified Coder Credentials (CPC); May 2010

University of Phoenix; BS of Science Healthcare Administration (tentative graduation date April 2018; 36 credits remaining)

Awards and Acknowledgements

Star Award, Everest College

New Hire Achievement Award, Quality Technology

Dean’s List, Strayer University

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