Customer Service Project Manager
Resume:
Lucille McDermott
**** ****** ***** *** ( Raleigh, NC 27616 (Home 919-***-**** or Cell
Summary:
SENIOR SUPPORT SPECIALIST AND PROJECT MANAGER WITH EXCELLENT CUSTOMER
SERVICE SKILLS AND EXPERIENCE SPANNING DIVERSE APPLICATIONS AND
ENVIRONMENTS. EXPERIENCE INCLUDES METHODICAL TROUBLESHOOTING SKILLS AND
STRONG INTER-PERSONAL, PHONE AND COMMUNICATION SKILLS. ABILITY TO LEAD AND
MANAGE MULTIPLE PROJECTS IN A FAST PACED ENVIRONMENT ACROSS MULTIPLE
DEPARTMENTS.
Technical Expertise
VPN TECHNOLOGIES: CISCO ANYCONNECT, OPENVPN, L2TP, GLOBAL PROTECT,
DELL SONICWALL NETEXTENDER
OPERATING SYSTEMS: WINDOWS 8/7/VISTA/XP, WINDOWS SERVER
2012/2008/2003/2000, LINUX, UNIX, AIX
CLIENT APPLICATIONS: ELECTRONIC HEALTH AND MEDICAL RECORD ENTERPRISE
SOLUTIONS (EHR, EMR) INCLUDING MINDLINC AND MISYS,
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE FROM
JUNXURE, POINT OF SALES (POS) SYSTEMS
APPLICATIONS AND MS SQL SERVER, MS TERMINAL SERVER, SQL SCRIPTING, VI
SERVICES: EDITOR, GOTOASSIST, JIRA, FOGBUGZ, FRESHDESK, MS
OFFICE, DROPBOX, GOOGLE DOCS, CONFLUENCE WIKI
PROJECTS: FRESHDESK TRANSITION FOR SUPPORT, INSTALL AND
UPGRADE PROCEDURES FOR MINDLINC PM AND EMR, JUNXURE
QUICK START, FOCUS FINANCIAL-JQS, CLIENTVIEW LIVE
IS, JUNXURE CLOUD BETA, CODE TESTING COORDINATOR,
JUNXURE DATA CONNECTOR UPGRADE, IS STATISTICS,
SUPPORT CALL TIMES AND STATISTICS
DOCUMENTATION: TRAINING, WORKING PRACTICES, SOP, CUSTOMER REPORTS,
PROJECT PLANNING
ACCOMPLISHMENTS
< LEADING THE FIRST DEPLOYMENTS OF A NEW PRACTICE MANAGEMENT SYSTEM TO
CUSTOMER SITES.
< Over 17 years of professional experience in customer service with 6+
years in the Medical Billing Industry and 5+ years in the Financial
Services Industry.
< Project Manager of multiple projects and client implementations to
include Junxure Cloud (web-based Contact Relationship Management
solution for financial advisors)
< Trained and Mentored new hires and junior level team members.
< Go Live Swat Team for new and existing clients on multiple
implementations
< Project Management training Fundamentals of Successful Project
Management
Professional Experience
NOV 13 - CURRENT - DUKE MINDLINC - OPERATIONS AND SUPPORT LEAD
As the operations and support group team lead, I am responsible for the
deployment of the new Practice Management system to our customers. This
includes working closely with our offshore developers to define and
document the deployment and installation of a multi-server enterprise
application. This team is also responsible for overseeing and resolving
the day to day issues that clients may encounter.
. Currently schedule and perform all install and upgrades for the new
MindLinc PM and existing EMR application.
. Leading the creation and implementation of processes and procedures
for the Support Team where none currently exists.
. Provide high level support for internal and external customers via
web, email, and phone.
. Troubleshoot, research, and resolve issues using Microsoft SQL, SQL
Profiler for traces, and error logs.
. Provide clear and concise documentation of bugs and enhancements to
the Development team.
. Assisted with the implementation of FreshDesk for Support.
July 11 - Nov 13 - CRM Software - Implementation Services Lead/Project
Manager
Provided customized training and hands-on assistance. Responsible for
designing and implementing multiple IS training offerings for Junxure and
CVL. Managed and lead multiple projects while continuing to maintain a very
a high level of customer service. Responsible for the implementation
Services teams training and performance while continuing to embrace the
Plus 1 philosophy.
. Provide customized training to clients
. Created reports to track statistics as a basis for tracking status
with management.
. Designed and implemented multiple IS training offerings for Junxure
and CVL
. Manage all IS projects and reports --- what is "IS" projects and
reports?
. Created, implemented, and delivered Junxure and ClientView Live IS
training process
. Created and managed Cloud Beta testing process (more meat here)
. Cross trained other Support members to assist with delivery of IS
June 08 - July 11 - CRM Software - Senior Technical Support Specialists
Provided interactive and phone-based assistance to clients regarding
Junxure, CVL, and Junxure Mobile programs. Assisted with beta testing of
new products and versions as they came available. Assisted with the
testing, installation, training and troubleshooting of current and new
releases of software as it came available for clients. Responsible for
creating documentation and reporting as needed.
. Provided a high throughput of supporting four to five customers per
hour.
. Performed beta testing of new products and versions and offered
council to make the products easier to support and improve customer
satisfaction.
. Installed all applications on client servers including MS SQL Server
including permissions. Additionally, provided initial deployment
troubleshooting.
. Add to customer documentation by writing Knowledge Base articles.
. Assisted with monthly support projects and tracking of statistics.
. Assisted with training and mentoring of new hires.
April 06 - June 08 - SciQuest - Technical Support Specialist
Provide level 2 support for the Select Site/Higher Markets inventory and
procurement system. Responsible for providing first and third shift
support to our overseas clients. Assisted and participated in several
UNSPSC / Category mapping migration projects, cart return migration
project, workflow projects, as well as participating in QA testing for each
new release. Worked closely with Supplier Enablement and Development to
test, troubleshoot, correct, and debug client and supplier issues. Used
SalesForce, Jira, and Wiki to document and track all incidents, issues,
policies and procedures. Utilize basic UNIX commands, TextPad, XML, cXML
and WebMethods for troubleshooting and debugging client issues.
. Reviewed and completed the requisition workflow project for the
University of Chicago.
. Participated in QA testing for releases 7.2, 7.3, and 8.1.
Sept 99 - April 06 - Misys Healthcare Systems - Senior Business
Support/Resource Analyst.
Performed level 3 support on the Vision Optimum and PM medical billing
software applications for hospitals and doctor offices. I was responsible
for understanding and translating client business needs into a workable
solution. I mentored and assisted levels 1, 2, and 3 analysts with
research and troubleshooting. I also worked closely with R&D to test and
debug the software as well as being a liaison between the helpdesk and R&D.
I created and ran testing scenarios as well as document and log any issues
found. To accomplish this I utilized Informix SQL, basic UNIX commands,
and VI Editor Commands for troubleshooting and debugging. Responsible for
training new hires and clients on all aspects of the application, including
GUI, Character, Informix SQL, and basic UNIX commands.
. Create and run advanced Informix SQL's for call resolution and
identifying performance issues.
. Debugging clients issues utilizing SQL traces and reviewing code.
. Drop and recreate tables within the Vision application
. Create, define, and communicate effective workarounds for software
issues or lack of functionality.
. Loading executable fixes to a client's system.
May 98 - Sept 99 - Electronic Data Systems - Business Analyst
Provide level 1 support for the US Postal Service while working closely
with Lockheed Martin to resolve issues and replace hardware when needed.
. Technical Phone support for Delivery Conformation Systems
. Technical phone support for Point of Sales (POS)
. Responsible for reviewing and updating Remedy tickets, Confirming RITA
Testing, and tracking scanner serial numbers
May 97 - April 98 - Network Specialists, Inc. - Administrative Assistant.
Responsible for the day to day operation and scheduling of classes,
meetings and trainers. Duties include sales and marketing, classroom
preparation, and all office duties.
. Ensured that student's files and information were kept up to date
. Created and prepared sale invoices and proposals for students and
consulting opportunities
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