Customer Service Manager

Yolanda S. Thomas

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

Savannah, Georgia 31406

Home: 912-***-****

E-mail:

**********@*****.***

SUMMARY of QUALIFICATIONS

Lotus Notes R5, Outlook,, Office 97/2000,2007 TCP/IP, WINS, DHCP, DNS, Web browsing clients, FTP clients, E-

mail clients, Symantec Ghost and Anti-virus, OS migrations, McKesson STAR 14 and 17, Business Objects, Horizon

Passport, HPF 13.0, PHS, and McKesson Physician Portal 12, Emstat, HMS Clinical View, Practice PLUS and

NextGen 7.7.5, Pearson Vue Certified

PROFESSIONAL EXPERIENCE

Savannah Technical College, Savannah, Georgia 07/2007-present

Adjunct Instructor – CIS/Business

Instruct computer information systems courses (Microsoft Office 2007/Microsoft 2010)

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Assist with the redesign of the computer information system curriculum

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• Prepare quizzes and exams to evaluate students understanding of topics

• Prepare lesson plans for classroom instruction

• Instruct distance learning education courses

GED Testing Administrator (part time) 03/2012-12/2013

Savannah Technical College

Plan, coordinate, facilitate, administer, and monitor all GED testing

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Conduct testing sessions in accordance with state policies and procedures

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Score and report test results as appropriate. Perform accurate data entry of test scores into

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computer.

Verify eligibility of testing candidates

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Complete reports and relevant analysis

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Update website and voicemail with testing dates and times

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Teksystems (STAR Builder contractor) 06/2013-08/2013

Catholic Health Systems

• Creation of user accounts, reports and printers

• Assists with testing and documentation of Information Technology project.

• Work closely with Patient Flow teams to understand and help champion workflows and processes

using the vended products.

Georgia Eye Institute of the Southeast 06/2012-11/2012

Business Systems Analyst

• Utilized NextGen EHR to check in/check out patients.

• Understanding how to clear/set preferred location and provider within EHR

• Understanding how to change preferred templates within EHR

• Understanding how to send task and view scheduled patients daily.

Yolanda S. Thomas

• How enter to a note by selecting the note button to free text in comment box.

• Primary areas of expertise include project management, build and configuration of NextGen.

templates, and documentation and training. Other areas include HIM procedures and processes.

• Knowledge on clearinghouse using EPM.

• Building and configuring NextGen templates and documents for clients.

• Trained various levels of client end –users on application features including system optimization

tools.

• Responsible for both onsite and remote client training, including management and end users.

• Resolving computer and network break/fix issues.

HMS Physician Portal Analyst (Clinical View) 08/2011-02/2012

Community Health Systems

• Plans, organizes and coordinates the implementation of the HMS Physician Portal

• Assesses business needs, recommends and implements the clinical information system solution

which meets the customer needs and Community Health Systems strategic goals.

• Conduct unit test, functional testing and assist in integrated testing.

• Work all phases of clinical application systems analysis and project management activities.

• Basic knowledge of AS400

• Experience working with physicians, nurses, HIM and business office as it pertains to integration

of clinical area.

• Strong knowledge of clinical and health information work flows in a hospital environment.

Memorial Health University, Savannah, Georgia 05/2009-07/2011

Business Systems Analyst

• Work closely with Patient Flow teams to understand and help champion workflows and processes

using the vended products.

• Performs the primary role of application support and data base building/maintenance for the

McKesson STAR, Horizon Passport and Horizon Physician Portal.

• Provide clinical expertise in building accounts within HPP for specific modules.

• Support Hospital Staff in the optimal use of the computer system applications as well as a liaison

to other hospital and outside physician practices.

• Assists with testing and documentation of Information Technology projects as assigned, to

include, but not limited to, testing software upgrades and patch releases.

• Responsible for ensuring data integrity through periodic audits and reviewing/revising policies

procedures in the use of supplied system software.

• Provide support to end users of Health Information Management professionals responsible for

troubleshooting problems and challenges.

• Perform any other job related duties as requested by the Manager or Department Director and served as as

the EMPI committee co-chairperson.

• Generates and analyzes reports and data received from medical records.

• Provides communications to facilitate to ensure resolution to related issues.

• Completes Enterprise merges using Horizon Passport according to guidelines.

• Provide support to end users of Health Information Management professionals. Responsible for

troubleshooting problems and challenges.

Yolanda S. Thomas

• Coordinate project upgrades in various departments.

Savannah Technical College, Savannah, Georgia 07/2007-present

Adjunct Instructor – CIS/Business

• Instruct computer information systems courses (Microsoft Office 2007/Microsoft 2010)

• Assist with the redesign of the computer information system curriculum

• Prepare quizzes and exams to evaluate students understanding of topics

• Prepare lesson plans for classroom instruction

• Instruct distance learning education courses

South University, Online 08/2011-01/2013

Adjunct Instructor – Computer Applications

• Provides competency-based education which aligns with the EDMC model of curricula as well as

supports the EDMC style of system delivery.

• Designs and delivers class instruction through the development of instructional plans to meet

course competencies, the development of activities which support lesson objectives, and (in the

case of online instructors ONLY) delivers the instruction as approved.

• Enables the achievement of pre-described exit competencies for student achievement and

evaluation of learning by providing instruction which fosters competencies and establish student

performance criteria and evaluation.

• Delivers learning-centered instruction by establishing a classroom environment conducive to

learning and student involvement as well as effectively planning and preparing for classes and

student success.

• Promotes student success by showing flexibility in style and work schedule as well as exhibiting

a passion for teaching and students and engaging students in the learning process.

• Manages the learning environment through keeping accurate records, submitting grades and other

reports on time, and enforcing school/campus academic and attendance policies.

Memorial Health University, Savannah,Georgia 09/2006-05/2009

Helpdesk Analyst

• Mid - level position responsible for supporting 5000 users in a Windows/Citrix environment, an

administering user accounts in Active Directory.

• Provide timely and effective resolution to support requests based on internal service level

agreements (SLA).

• Install, assemble, configure, and troubleshoot corporate workstations/laptops, hardware and

software, e-mail, network connectivity and peripheral equipment; makes repairs and corrections

where required.

• Research solutions and provide end user support on site and remote regarding supported software

(e.g., word processing, spreadsheets, and email) and hardware (e.g., LAN, VPN connectivity,

nics, modems).

• Handling all issues with desktops and laptops as well as wireless devices such as PC Tablets.

Supporting users with Active Directory and Novell GroupWise.

Yolanda S. Thomas

• Supporting PC hardware and software issues in a CITRIX Meta Frame and windows 98, 2000,

XP based environment, also responsible for daily backups (network apache and TSM tapes).

• Record and track problems and follow up to ensure resolution and/or escalate to Tier 2 as

necessary.

• Troubleshooting of Clinical and Medical software such as PACS imaging, STAR NAVIGATOR,

Medical Manager, Physician Portal, SHIVA, McKesson Care Manager, McKesson Pathway’s

Healthcare Scheduling, Intergy.

Wellpoint-Unicare (Teksystems) 06/2006-7/09/2006

Computer Operator

• Norton Ghost (Disk Imaging)

• Patch downs

• Document Network and Telecom wiring

• Setting up and installing peripherals on computers

• Installing network connectivity to the appropriate users.

• Providing knowledge to users on software applications, IP Agent, email,agentlink, and mainframe

• Troubleshooting software issues

• Installing amplifiers and telephones for agents

State of Georgia (Savannah State University) 01/2006-01/31/2006

Programmer I

• Interprets, analyzes, and documents user information requirements

• Coordinates, tests and assists in the support of software application

• Manage campus email system

• Maintain all list serves

Chatham County Board of Education 09/2005-05/2006

Technology Education Instructor

• Provides student in grades 6-8 with skills in designing, developing using technological systems

• Develops minds-on and hands-on activities that challenge students to learn about current and

future technological advances

• Develops lesson plans and organizes class time so that instruction and lab work be accomplished

within allotted time.

Computer Sciences Corporation, Savannah, Georgia 07/2004-03/2005

Desktop Analyst

• Supports end-users on software applications such as Microsoft Office, Lotus Notes and other

programs

• Assign IP addresses

• Verified Router, Switch, Hub, Modem connectivity

• Deploying PC’s to Gulfstream Aerospace users

• Relocation of users PC’s per approval from Gulfstream

• Updating the asset tracking database

• Providing knowledge to users on software applications, such as Microsoft Office

Yolanda S. Thomas

Computer Sciences Corporation, Savannah, Georgia 12/2001-07/2004

Telecommunications Analyst

Assisting business partners with telecommunication equipment such as pagers, cellular phones and

teleconferencing telephone numbers.

• Coordinates work prioritization and escalation of problems as required

• Ensure that tickets are responded to quickly and efficiently

• Tracks metrics for Telecommunications services and analyzes trends in

problem tickets.

• Configuration of cellular phones and pager equipment

• Troubleshooting equipment

• Interact with vendors on rate plans and telecommunication services

• Retaining accurate records of inventory

GULFSTREAM Aerospace, Savannah, Georgia 8/2001-12/2001

Helpdesk Analyst

Quality technical support to Gulfstream employees. Performing incident resolution via phone,

proficiently troubleshooting and resolving helpdesk calls to increase customer call resolution.

• Installing and configured PC’s for approximately 4000 computer end-users

• Installing hardware

• Keeping accurate records in the call tracking software (Magic and McAfee)

• Creating work orders for maintenance to done to users computers.

• Supported Windows NT Workstation and Windows 2000 environment

• Assist users with Dial-in problems using VPN and RAS connections.

• Setting passwords for CISCO, AS400, Novell and NT etc.

SITEL Corporation, Savannah, Georgia 12/2000-

8/2001

Computer Operator

Install and maintain various customer programs needed for the customer service representatives,

supervisors and managers using Windows NT 4.0 as well as, troubleshooting network problems. Provide

quality services for various clients. Which entailed making sure that systems and software setup meet

qualifications and making any adjustments if necessary.

Assure that all the computer systems were in working order, and maintained the various network servers.

• Troubleshoot and resolve computer software, and network problems.

• Assist programmers in Savannah and Omaha with the upgrade of the mainframe, routers, hubs,

firewalls, telephone systems and Y2K setup.

• Routing Protocols: Rip, Rip2, OSPF, EIGRP

• Interact with helpdesk on calls and work order matters and provide follow-up on work orders.

• Conduct backup tapes for Oracle and other reports.

• Assure that all components were under warranty and kept up to date and in working order.

Yolanda S. Thomas

• Load software upgrades for all systems.

• Interface with program managers, supervisors, and QA representatives.

Production Assistant 7/1999-12/2000

Quality customer service to various programs and agents. Provide listening and oral skills to determine

client needs.

• Analyzed clients needs and provided answers and information to the appropriate agency for

possible follow-up action.

• Administered test to prospective employees and scheduled interviews.

• Maintained an organized file and verified records for accuracy and updated any schedule changes

using Access on a weekly basis.

• Gathered data from supervisors or clients when designing reports to keep track of billing.

Youth Futures, Savannah, Georgia 7/1998-11/1998

Computer Operator (Intern)

• Attended group meeting relating to coding with Youth Futures current database.

• Participated in training sessions using FACTORS, which is a database used to capture

information about clients for the use of advocate workers.

• Performed maintenance for computer systems by producing backup tapes.

EDUCATION

Bachelor Computer Information Systems, Savannah State University, Savannah, Georgia

Masters of Business Administration (Computer Resource Management) Webster University,

Beaufort, South Carolina

AWARDS

Top Woman in Business for SITEL Corporation 2000-2001

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