Customer Service Help Desk

SKILLS AND CAPABILITIES:

Software experience: Microsoft Visual Basic 6.0, Microsoft Office 2010, Visual Basic for Applications for MS Access, SQL, Crystal Reports, Microsoft Project 98, Microsoft Visio 2000, Visual Cron, GEO Access, Intellicred and Perfect Practice.

Experience with stand-alone personal computers and networks.

Operating System experience with Windows 95, 98, 2000, NT, XP, 7 and 8 Networking.

Have written, verbal, office management, customer service and administrative skills

Ability to multi-task

Knowledge of Mental Health and Substance Abuse Insurance / Outsourcing

Knowledge of Property and Casualty and Health Insurance Industry

EXPERIENCE:

Product Specialist - West Point Underwriters - February 2016 - October 2017

Create, maintain and enhance complex Excel spreadsheets with new data fields, edits and rating algorithms

used in conjunction with .NET code to create a web-based application. Created and revised complex

formulas using VLookups, Nested IF statements, named ranges and SQL Select Statements to update Excel

sheets for both internal and external customers. Support .Net developers and QA team members. Tested

new and modified spreadsheets for accuracy of design and data integrity. Redesign existing Spreadsheets

for better external customers QA process.

Director of Information Systems and Reporting

Advanzeon Solutions, Inc. - Tampa, Florida - March 2014 to Present

Create, design, maintain and process reports for internal and external customers. Interpret criteria for the creation, maintenance and release of databases for use by customers. Work with end users to gather the needs of the business to design or purchase and maintain automated solutions. Used Visual Cron to read VBA code to automate reports for distribution. Train customers on the forms and processes of the program. Using MS Access And SQL for the translation of data in MS Excel, MS Word, text files and Adobe Acrobat. Creating Mail Merges for mailings. Create, maintain and improve user friendly Ad-Hoc programs using MS Access and VBA for Access. Staffed IT Helpdesk.

Business Analyst - Albertelli Law Group - Tampa, Florida - July 2013 to March 2014

Interpreted Department needs and turned into criteria for the creation of Reports and Merged Documents

for the Development team. Quality control checked reports and merged documents. Assisted Development

team in troubleshooting and correcting issues. Liaison between non-technical departments and tech

developers. Created and organized data entry screens for the day to day operations. Provided backup

assistance to Helpdesk.

Data Analyst and Report Administrator - Advanzeon Solutions Inc.– October 2001 to July 2013

Create, design, maintain and process reports for internal and external customers. Interpret criteria for the creation, maintenance and release of databases for use by customers. Work with end users to gather the needs of the business to design or purchase and maintain automated solutions. Used Visual Cron to read VBA code to automate reports for distribution. Train customers on the forms and processes of the program. Using MS Access and SQL for the translation of data in MS Excel, MS Word, text files and Adobe Acrobat. Creating Mail Merges for mailings. Create, maintain and improve user friendly Ad-Hoc programs using MS Access and VBA for Access. Staffed IT Helpdesk.

Application Developer and Business Systems Analyst

Echevarria and Associates – Tampa, Florida - August 2000 – July 2001

Design and maintain forms and tables for company's own database, Compass. Write SQL for updating, maintaining, deleting and searching purposes. Write Stored Procedures for document creating program and document management engine, DocMaster. Performed systems analysis duties, wrote user guides and trained Closing Department employees on RamQuest and Excel programs. Performed DBA Duties, such as error checking, logging errors and disk space availability issues. Worked with multi-person teams to discuss needed enhancements for Compass and DocMaster. Performed various help desk functions for firm as needed.

Loss Mitigation Specialist and IT Liaison

Echevarria and Associates – Tampa, Florida - June 1999 - July 2000

Preparing and processing of Deeds in Lieu of Foreclosure, Mobile Home Certificates of Title, Loan Modification Agreements, and Satisfactions of Mortgage. Helped design, upgrade and maintain Soft Front database for Title, Closing and Loss Mitigation Departments. Performed various help desk functions as needed by various departments. Trained department employees on the newest systems and software.

Title Abstractor

Echevarria, McCalla, Raymer, Barrett, and Frappier – Tampa, Florida - January 1997 – June 1999

Conducted property, personal and tax/lien searches for foreclosure and closing proceedings orchestrated by firm. Updated search criteria for the Notice of Lis Pendens and for the Title and Closing Departments. Created and maintained reports and logs for use by departments. Performed various help desk functions and Internet research as needed by Title Department.

EDUCATION:

Bachelor of Science Degree - December 2001

Major: Information Systems Management

University of South Florida, Tampa, Florida

CERTIFICATIONS:

Windows 95/Office 97

Word 97-Customized

Excel 97- Presenting Information and Expert Topics and Data Management

Access 97-Introduction

Project 98-Introduction and Intermediate.

References available upon request

Contact this candidate