Technical Support Training

FRED LEBRUN

NY ***** 845-***-**** acn3k6@r.postjobfree.com

SUMMARY

Over eight years combined CLIENT SERVICES and HELPDESK experience within FINANCE, HEALTHCARE

and TECHNOLOGY industry. Proven success resolving both local and remote end-users application, hardware, and

connectivity issues expeditiously. Demonstrate excellent abilities to monitored and maintained environment in

windows and mainframes to ensure systems accessibility and availability. Proven analytical skills to quickly

anticipate unexpected issues and provide work around to reduce downtime to client’s operation. Technically savvy to

assimilate both technical and non-technical information in order to manage resources efficiently for successful

completion of assigned tasks

• •

Excellent troubleshooting/ error resolution, decision making Great organizational and process improvement skills

and follow up skills

• •

In Depth knowledge of Microsoft Office Suite Highly reliable and dependable with great interpersonal skills

• •

Building strong client and customers relationships Maintains detailed trouble tickets in database to ensure 100%

resolution of reported issues

PROFESSIONAL EXPERIENCE

Implementation Associate Sr. 2014 –

SIGMACARE – eHEALTHSOLUTIONS, NY, NY

• Collaborated with internal Project Team and clients during the planning, training and implementation of new software

suites

• Conducted work flow analysis of client's business environment then customize new systems to meet their operational

needs

• Worked with clients during the chart verification process to build the database and kick-off the implementation

process

• Developed training modules based on process manual and established training schedules for staffs

• Conducted class room training of client’s staffs, including administrators, physicians, nurses, MDS coordinators and

various ancillary disciplines in anticipation of Go-Live

• Lead implementation team during Go-Live to ensure infrastructure stability and application/system optimization

• Worked with facilities leaders and subject matter experts to develop and implement mitigation plans for non-

compliant measures post Go-Live

Accomplishments:

• Collaborated with colleagues to design a new t raining cur riculum for client’s peer mentor program

Technical Support/Account Specialist 2010 – 2013

LIFEPOINT INFORMATICS, Glen Rock, NJ

• Provided support and maintenance of the company’s web portal application interfacing with various

E MR, L IS, H IS, PMS and HER databases

• Handled implementation, and maintenance of new and ongoing projects pertaining to clinical

workflows in the application

• Managed and documented clients’ reported issues by regular follow-ups and assistance in submitting

support help desk tickets

• Interfaced with developers, account managers and quality team to identify and develop additional

f unctionalities to improve the company’s application

• Trained end-users (doctors and medical staff) on best practices and system usage, testing system

solutions and creating documentation

• Established strong working relationships with both internal and external client organization and

f unction for a value added team member

Accomplishments:

• Collaborated with colleagues on the implementation of technical support guide and procedures for

helpdesk

• Assisted with the revamping of tickets prioritization to streamline the way in which case issues are

handled.

Customer Support Associate 2008 - 2009

ECLIPSYS, Mountains Lakes, NJ

• Provided ini tial support for all reported hardware, software and interface issues

• Performed first level issue isolation and escalation to second level support when necessary

• Created and maintained domains, groups and users access in Windows, Mainframes, Cit r ix and

AS400

• Monitored and maintained environment in mainframes such as T2, OS390 and AS400

• Responsible for all aspect of print services in both mainframes and windows environment

• Managed case loads of 75 engineers and analyst through a r igorous monitoring process and stayed in

contact with clients for constant updates

Accomplishments:

• Ini tiated incident reporting process resulting in quicker response and resolution t ime of critical

issues

• Established a process (help us help you, H U HY) that maximized productivity by 30 percent

Client Services Specialist 2006 to 2008

CITIGROUP, Mahwah, NJ

• Managed national accounts consisting of 22 portfolios of leasing customers

• Supported multiple lines of business using several mainframes and web applications

• Reviewed and clarified established lease contracts with clients

• Liaison for external and internal clients to resolve end users disputes

• Reviewed and approved sales tax and insurance certificates to ensure that customers received the appropriate credit

• Provided training to new employees

Accomplishments:

• Averted a potential company-wide billing system error which could have caused a 40% increase in

t he department’s incoming requests

• Recognized for initiating and creating a process to compile customers’ information, which

significantly reduced processing time and improved accuracy for monthly metrics

Account Administrator 2003-2006

MEDCO HEALTH, LLC, Parsippany, NJ

• First point of contact for members, doctors and pharmacists inquiring about plan design, benefit options and

claims.

• Discussed and educated members about plan alternatives better suited for their lifestyle and preference

• Recommended members for various company sponsored Client Assistance Programs

• Monitored the department’s database and voice mail daily to ensure completion of all requests

• Conducted weekly empowerment training to select employees

Accomplishments:

• Selected out of hundreds of employees to pilot a virtual work at home program resulting in a nationwide

implementation three months later

• Earned 14 consecutive incentive awards, for ensuring a 100% quality level in every project, one of the longest

streaks in the company’s history

EDUCATION

Dominican College Orangeburg NY

Bachelor of Science (BS) Management Information Systems

Chubb Institute Parsippany, NJ

Network Technician

SOFTWARE SKILLS: Netsuite, Microsoft CRM, Lifepoint, Eclipsys, Clarify 6.1, Oracle, Microsoft Office

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