Customer Service Manager
Resume:
Jamill Kamagate
*** ******** ***., ******* ** ***30
*********@*****.***
WORK EXPERIENCE
*/**** ~10/2013 Horizon Software International, Duluth GA
Application Support Analyst(Contract)
• Troubleshoot and supported school districts within the US and Europe.
• OneSource, Vboss, Fastlane, MealPay, and MyPaymentsPlus applications supported.
• Documented and tracked work orders within the ticketing and tracking software system NetSuite.
• Executed Queries within the SQL Management Studio R2
8/2012 ~5/2013 Gwinnett Medical Center, Lawrenceville GA
Application Support Analyst (Contract)
• Prioritized and escalated work orders and helpdesk calls to ensure the fastest processing and most efficient
support possible.
• Documented and tracked work orders within the ticketing and tracking software system Footprints.
• Worked closely with Product Support Specialists to process system change requests, as well as aid in
identifying, reporting, and resolving product issues.
• Maintain a working knowledge of all the software products(CAF, CareMedic, Clinivision, Collection
Manager, EasyWeb, HEC, HED, HAM, Admin RX, Horizon Clinicals, HEO, HIC, HSS, HPP, Kronos, Meds
Manager, MRM, Muse, NextGen, Omnicell Supply, PeerVue, PowerScribe, Bed Management Suite,
RevRunner, Webstrat,)
10/2011 ~7/2012 McKesson, Alpharetta GA
Enterprise Clinical Scheduling Analyst(Contract)
• Processed Change and New requests that came into the Scheduling Department through an Outlook form.
• Attended meetings with each of the Service Line Management Team or CPM Management to align FOCUS
and the Master Slot Information List accordingly.
• Updated customer dashboard on a weekly basis with changes to EAE and PA.
• Setup alerts for the EAE, PA, and Service Line Managers
• Responsible for adding links to the HSES and Upgrades website.
• Responsible for providing help desk support to customers and solving their problems related to McKesson
software(Connect, Data Acquisition System, Domain Expertise Group, Enterprise Prescription Writer,
Horizon AdminRX, Horizon Ambulatory Care, Horizon Care Alerts, Horizon Care Records, Horizon Expert
Notes, Horizon Expert Orders, Horizon Expert Plan, Horizon Meds Manager, Horizon Order Management,
Horizon Patient Folder, Horizon Perinatal Care, Horizon Physician Portal, ITA Scorecards).
4/2011 ~9/2011 Ricoh, Tucker GA
Product Support Analyst(Contract)
• Prioritized and escalated support and helpdesk calls/e-mails/faxes/web form submissions to ensure the fastest
processing and most efficient support possible.
• Remote access configuration for desktop and laptop PCs using direct VPN network access.
• Actively worked with out-sourced first-level support to improve the ticket content quality. Participated in
cross-functional, international conference calls and meetings.
• Documented and tracked the status of the project’s milestones, challenges, and alternative resolutions to
provide management with useful and accurate operational data.
• Coordinated with various key department personnel for new software/hardware product roll-outs or recalls.
6/2006 ~ 10/2011 Prommis Solutions, LLC, Roswell GA
Desktop Support Analyst
• Responsible for day-to-day operation of all PCs and peripherals (stand-alone and networked). Diagnosed and
resolved hardware/software problems.
• Provided daily support to all local and remote users (over 1000 users company wide).
• Provided support to all Lotus Note users.
• Implemented and created inventory tracking system.
• Created and executed queries within Microsoft SQL Server environment.
• Created and maintained reports for departments in Crystal Reports.
• Responsible for the development of training materials and assisted in conducting training and workshops.
• Worked closely with ITS Business Analyst in analyzing and mapping processes.
• Supported audio-visual components for scheduled training classes and workshops.
4/2003 ~ 6/2006 American Intercontinental University (AIU), AtlantaGA
Helpdesk / IT Support Specialist
• Provided direction and assistance to students in laptop maintenance, virus removal, re-imaging laptops using
ghost cast server, and indepth troubleshooting.
• Primary contact to students / faculty for wireless configuration support on campus and also telephone support.
• Responsible for configuring BIOS/CMOS, NIC, Local Administrator Groups, VPN, RAS for Dell
Laptops/PCs, and CD-RW installation /configuration.
• Connected printers and mapped network drives for staff and faculty.
• Setup Cisco IP Phones (Cisco 7940 IP Phone) for staff and faculty on a Unity Server.
• Assisted the corporate IT team setting up various TCP/IP protocols and firewalls.
• Responsible for maintaining network connectivity in all classrooms and offices.
• Provided support to all Blackberry users as well as the Blackberry Enterprise Server.
• Responsible for training new staff members as well as student workers.
• Primary Administrator over Footprints Ticket Tracking Software ~ created a new ticket tracking project to
access all student IT issues.
• Setup technical equipment such as projectors, VOIP conference phones and laptops for power point and
macromedia breeze presentations for all conferences and student functions.
• Installed Windows XP desktop hardware in a 2003 AD network environment.
• Maintained system logs and operational histories for computer systems and their associated peripheral
equipment.
• Assisted the corporate IT team in recovering the SAN Server.
• Maintained Veritas Backup Executive to backup all server data.
2/1998 ~ 3/2003 Sage Inc,, Norcross GA
Product Support Analyst
• Troubleshoot and supported software program which consist of (5) modules (Accounting, Payroll, Order
Entry, Point of Sale, and Job Costing).
• Consulted and assisted on a daily basis with clients to create and implement basic functions of the program.
• Managed clients expectations and effectively interacted with clients/partners to enhance their ability to
achieve their goals using the software application.
• Offered extensive instructional use of the program such as how to update accounts receivables, accounts
payables, and general ledger transactions.
• Analyzed and determined causes of inaccurate account balances by various reports, payables or receivables
aging, trial balance, activity reports, and journals.
• Instructed clients on payroll functions such as creating earning, liabilities, deduction codes and processing
Direct Deposit through the NPC (National Payment Corporation).
• Assisted in implementation of data conversion from prior versions to newer versions of the program.
• Installed and upgraded 2003 network environments for clients.
• Consulted and Implemented ERP systems to achieve processes for various clients companies.
• Created custom query reports using DacAccess Custom Report Writer from the Pervasive (SQL) Database
and Crystal Reports.
• Recognized for outstanding quality of customer service with numerous customer-support awards and personal
recommendations from clients.
• Implemented and trained users on the Daceasy program at various client sites on various operating systems.
TECHNICAL SKILLS
Databases - Oracle, Access
Languages - JavaScript, HTML, Unix/Lunix, Visual Basics 6.0, SQL
Office Software– Dunn and Bradstreet General Ledger System, B & B, CMAK, People Soft, Templink, Hprd,
Daceasy, Timeslips, Lotus Notes, Footprints Ticket Tracking, Witness, JDE, ERP, Peachtree Accounting, Macola,
ESynergy, Crystal Reports, Multimedia, Photoshop, FOCUS, SAP, OneSource, Vboss, Fastlane, MyPaymentsPlus,
Meal Pay, GotoAssist, NetSuite, Microsoft Office Suite(Word, Excel, Power Point, Access, Outlook, Visio)
EDUCATION
American Intercontinental University, Atlanta, GA
Masters of Information Technology ~ September 2003
Georgia Southern University, Statesboro, GA
Bachelor in Business Administration ~ June 2000
**REFERENCES AVAILABLE UPON REQUEST***
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