Systems Support Specialists II

Ashley M. Moore

*** ******** ***** ********, ** *9229

(Cell) 803-***-****

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

Objective Highly accomplished, motivated and experienced professional

with proven ability to solve problems and meet challenging

goals. I have more than 16 years of successful customer

service, and support with recognized strengths in account

maintenance, application testing, problem-solving and trouble-

shooting and planning/implementing proactive procedures and

systems to avoid problems in the first place. I am seeking a

position to utilize my skills in building customer/user

relationships, understanding customer/user requirements,

providing excellent customer/technical service and timely

resolutions.

Experience Technical/Systems Support Specialist II, 2006 - Present

CompuGroup Medical LLC, Cola, SC

. Assisted Level 1 with ACD customer calls, and if

escalation required internally by Level 1 Technical

Support Representative, provide them with professional,

quality and timely technical support;

. Provide in-depth investigation of complex issues.

. Validate and clearly document issues needing further

escalation to Level 3 or Development/QA and Systems

Integration.

. Monitor programs and procedures to ensure on-time,

effective responses and customer satisfaction;

. Maintain a high level of working knowledge of CGM

products, services and processes;

. Support customers who are using the proprietary CGM

product as well as integrated hardware peripherals such

as modems, fax boards, printers and scanners;

. Act as a resource in resolving customer issues escalated

through the department;

. Respond to complex customer inquiries and perform

problem evaluation, diagnosis and resolution in a

professional and efficient manner;

. Act as a resource in resolving customer issues brought

to the department by utilizing excellent product,

service and process knowledge;

. Provide feedback to Operations and QA\Development teams

to consistently improve product and process;

. Demonstrate accuracy and thoroughness; looks for ways to

improve and promote quality; applies feedback to improve

performance. Monitors own work to ensure quality;

. Perform customer software application configurations,

installations and updates;

. Manage multiple assigned open cases and provide timely

updates to our customers and internal associates a

requires;

. Properly document case details and relevant actions

performed in our CRM system;

. Maintain acceptable performance and productivity

standards.

. Other duties as assigned

Help Desk Analyst II, 2003 - 2006

NCR/Compris Solutions, W. Cola, SC

. Used known solutions documented knowledge bases to

remotely resolve technical problems that may be

categorized as procedural, software, hardware, or

operational.

. If remote resolution is not possible, dispatched an

Engineer or escalated to the relevant Level II team

assigned to the specific customer.

. Worked with internal and external customers, end-users,

Customer Engineers, Account team personnel, NCR Level

II, customer Level II, and vendors.

. Handled high volume calls in a call center environment.

Customer Care Agent, 2002-2003

First Line Technologies, W. Cola, SC

. Answered incoming calls for NCR customers wishing to

have their computer equipment repaired such as

registers, computers, ATMs, printers, and encoding

machines.

. Ensured customer entitlement.

. Utilized experience, support systems, and tools to

facilitate a customer solution, initiated dispatch.

. Gathered problem information and determined criticality.

. Escalated problems to involve other analysts (e.g.

Support Specialist).

Administrative Assistant, 1998-2000

Burns International, W. Cola, SC

. Greeted and signed in multi million customers/clients.

. Kept a log of the monthly budget and credit card

purchases.

. Entered data of company equipment entering and leaving

the facility.

. Ordered products for the Maintenance, Security,

Housekeeping, & Cafeteria team.

. Put in work orders to be completed around the company.

. Made files for the associates and filed them.

. Answered phones with eight or more lines.

Technical Skills and Certifications

Operating Systems: Windows XP, Vista, 7, 8, NT, 2000, etc. and limited

familiarity with UNIX and AIX

Applications: Microsoft Office Suite, Adobe, Eblvd, PC Anywhere, Bomgar,

LogMeIn, Internet/HMTL, Remote Desktop, Microsoft VPN, Apache Tomcat,

Symantec Backup Exec (windows servers).

Hardware familiarity: IBM servers, HP printers, Cisco, Gateway, IBM,

Knowledge of Medical Terminology, CPT, ICD-9, HIPPA, and Claim forms (UB92,

UB04, HCFA, and ADA)

Knowledge of EDI (Electronic Data Interchange)

Knowledge of Terminal Control Language (TCL), PIC (Peripheral Interface

Control), Basic UNIX Shell commands and SQL

CompuGroup Medical Certifications, September 2006, October 2010, January

2014

HIPPA Certification, October 2011

additional qualities and Skills

Self Motivated & Detail Oriented / Communication & Interpersonal Skills/

Technical Support / Proficient in most MS Applications / Retail Operating

knowledge/Swift learner & Self-starter

Contact this candidate