Customer Service Manager

**** * *** ***** #**, Warsaw, IN 574-***-**** (cell) 574-***-**** (home) 574-***-**** (work) • **********@*******.***

Teressa Johnson

Objective

My ideal job would allow me to increase my knowledge on a day to day basis while working in my chosen field.

E xperience

2000 – Present Biomet Warsaw, IN

Clinical Data Administrator

• Global Administrator for JointAssist® Outcomes Management web application

Clinical Research Study, Case Report Form, New User, Reimbursement set-up via Protocol and Contract review.

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Create and Present all training for JointAssist® Outcomes Management web application

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New Users Training via webinar (Biomet employees / New Users at Site offices)

Application Upgrade Training for all Joint Assist Users via webinar

Coordinate Application Upgrades (currently working with outside vendor Webapper for v3)

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Software Validation Documentation (CF095x), Upgrade Validation Testing (If upgrade request requires

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scoring forms, obtain scoring algorithm requirements / journal articles, create form in JointAssist®, create

algorithm in Excel for testing)

Create / Update User Manuals at Application Version upgrade (written in Microsoft Publisher)

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Coordinate Data Imports from External Databases into JointAssist®

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Maintenance of User IDs / Study activity / Study settings

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Global Customer Support

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• Manage all aspects of Clinical Reimbursements (Compliance, Clinical Operations, Physicians, Joint Assist)

• Receive External Databases from surgeons on a quarterly basis, download requested data and prepare for

analysis.

• Supervise Reference Manager Database / storage of journal articles

• Create documents in Adobe Professional (including interactive forms for JointAssist®)

• Maintain documentation for all functions above

• Logical Troubleshooting of soft errors in application

1997 – 2000 Various companies Warsaw, IN

1998 – 2000 Counseling Associates – Receptionist / Insurance Billing

1998 – 1999 TrustCorp Mortgage – Loan Processor / Receptionist

1998 Financial Solutions – Telemarketing

1997 – 1998 CNAC – Collections

1990 - 1996 Time Warner Cable Communications Warsaw, IN

Office Manager

• Computer Training / Hardware Maintenance

• Accounts Payable / Receivable

• Human Resources

1985 – 1990 CableData, Inc Indianapolis, IN

S oftware Analyst

• Customer Service

• Analyze Data / fix data errors at file level (hexadecimal format)

• Data Imports / Database Merges

• Hardware / Software support

• System Backup / Recovery

574-***-****(cell) • **********@*******.***

Teressa Johnson

Education

2011 Ivy Tech Community College Warsaw, IN

Associate of Applied Science in Computer Information Systems

• Technical Certificate in Computer Information Systems

• Certificate in Web Management

High School Diploma

• Major – English

• Minor – Business Administration

S kills a nd Abil iti es

M icrosoft Office Suite 2007 including:

• Microsoft Access

• Microsoft PowerPoint

• Microsoft Publisher

Adobe Professional

Adobe Captivate

DICOM images in related software

External Alpha5 Database

External DocuMed Database (SQL)

External Excel Database

External Microsoft Access Database

MedLog (studies and forms written in DOS)

R eferences

References are available upon request.

Contact this candidate