Technical Support Customer Service

Resume for: MARIA E. NUNEZ Mobile Phone: 786-***-****

**** * ********** ****, #*** e-Mail: *****.*.*****@*******.***

Jupiter, FL 33477

OBJECTIVE

Provide services in the implementation/upgrade of clinical applications and automation of processes for the ultimate goal of customer satisfaction. Utilize extensive experience in report writing, trouble-shooting, quality assurance, end-user training and technical/user documentation as well as Supervisor of Computer Operations and Help Desk personnel.

TECHNICAL SKILLS/TRAINING

Microsoft Suite

SQL Developer

Business Objects XI

Crystal Reports XI

PROFESSIONAL EXPERIENCE

McKesson/Enterprise Information Solutions (Alpharetta, GA) – worked remote

Senior Consultant – Clinical Application Analyst (2004 – 2/2016)

Paragon Physician Documentation

Horizon Clinical Query/BOXI

Paragon Clinical Hub

Crystal Reports XI

Paragon CPOE

SQL

Horizon Clinical Infrastructure

HSM Database Structure

Horizon Physician Portal

PHS Database Structure

Horizon Care Alerts

Star Order Management

Horizon Expert Documentation

Star Pharmacy

Horizon Orders/Expert Orders and Build

Analyst Responsibilities

Participate in Clinical/EHR Projects as a lead analyst providing clinical application expertise.

Paragon Physician Documentation – build and test templates. Provide on-site or remote go-live support for customers.

Horizon Expert Orders – train, build and test of Facility Orderables, Outlines, and iForms. Provide on-site or remote go-live support for customers.

Horizon Physician Portal – Assist customer with implementation/upgrade, testing and training. Provide on-site or remote go-live support for customers.

BOXI report writing using multiple queries and complex formatting

Horizon Care Alerts – develop new alerts as well as assist in implementation/upgrade and testing. Provide on-site or remote go-live support for customers.

Horizon Expert Documentation – train, build and test CRV’s for customers. Provide on-site or remote go-live support for customers.

SQL report writing using Business Intelligence and SSRS for financial modules.

Crystal XI report writing for both clinical and financial modules.

Paragon Order Management – build, test, and train

McKesson/Mt. Sinai Medical Center (Miami Beach, FL)

Application Analyst (4/2000 – 2004)

Analyst Responsibilities

Analyst role for the STAR Order Management and Horizon Care Manager products handling the day-to-day application and user support of such products and receiving feedback from users on their current use of the application. I believe that my ability to logically visualize detailed processes is a major component in understanding the functionality of the application(s).

Project Manager for the 6.83 Horizon Clinicals Upgrade.

Project Lead in the 6.71 Horizon Clinicals Upgrade and I had a critical role in the implementation of STAR Order Management and Horizon Order Management at the Miami Heart Institute.

Build and maintain the following: STAR-- Ports, Printers, Reports, CRT, Employee File, Report Batches.

Build and maintain the following: Horizon Care Manager Staff Definition Table, Device Table, Order Security, Menu Security.

Maria E. Nunez Page 2

Attended the SOP and ORD100 classes.

Designed and implemented Clinical Query for the Nursing and Dietary Staff.

Help Desk Supervisor Accomplishments/Responsibilities

Develop Help Desk Service Level Agreement for the Information Systems Department

Implement Best Practice Policies and Procedures at the Help Desk level

Developed and Implemented Help Desk call tracking procedures using the Heat software.

Developed and Implemented Automated User Notification of Open Calls to provide efficient customer service.

Developed Daily and Monthly Surveys to acquire feedback from customer base in order to gather results and strengthen areas that needed improvement (i.e. increase first level response standards, overall length of time to close a call, provide training to the user community as needed)

Developed Customer Service Brochure to increase customer awareness of Help Desk functions

Increase Level of knowledge of Help Desk Analysts through In-service and corporate sponsored proprietary software training

Perform periodic performance management evaluations

Designed monthly/weekly Crystal reports for Management to report productivity and process improvement

Computer Operations Supervisor Accomplishments/Responsibilities

Developed and Implemented Backup Log Procedures and Documentation

Developed and Implemented Shift Log Procedures and Documentation and Job scheduling

Developed Downtime Procedures for Operations

Coached/counsel employees on technical knowledge paths needed for Operations staff development

Perform periodic performance management evaluations

@ebs, Ft. Lauderdale, FL (AKA Engineered Business Systems, Inc.)

Manager, Technical Support and Systems Analyst Quality Assurance

(5/95 – 4/2000)

Responsibilities

Manager of Technical Support (3.5 years)

Manage technical support staff of up 10 technical support representatives to provide efficient and effective responses to customer calls, thereby insuring customer satisfaction

Developed and implemented tools to track and evaluate the effectiveness of the organization.

Established standards and procedures as needed.

Coach/counsel employees on technical, industry and customer service issues.

Perform periodic performance evaluations

Communicate with Manager, Development on product and customer issues to ensure customer satisfaction.

Manage department budget and/or assets within guidelines.

Coordinate customer installations and training projects.

Responsibilities

Systems Analyst Quality Assurance (2.5 years)

Ensure the development and implementation of a “QUALITY” product. Product testing of proprietary software.

Developed documentation (e.g. User Guides, Installation Guides, Informational Bulletins).

Accomplishments

Implemented testing policies and procedures for proprietary software.

Developed User Guides and Installation Guides for proprietary software for distribution to entire customer base.

Implemented on-line help for windows-based product using Forehelp.

Maria E. Nunez Page 3

American Computer Solutions, Inc., Miami, FL

Assistant Vice President, Technical Support

(5/94 – 5/95)

Responsibilities

American Computer Solutions, Inc. is a newly established software company that produces mortgage banking software such as loan origination systems and loan comparison for the Windows environment. As head of the Technical Support Department responsible for designing and producing technical reference materials, user guides, advertising flyers, trifolds and other materials related to the marketing and technical use of mortgage banking software. Handle technical phone support as well as training customers on the implementation and use of the mortgage banking software.

Accomplishments:

Produced two user guides for each of the systems. Designed advertising trifolds and flyers for the initial marketing of its two new products. Developed several DEMO Disks for marketing tools using Microsoft PowerPoint. Developed a customer tracking database using Microsoft Access.

Engineered Business Systems, Inc., Miramar, FL

Customer Support Representative

(1990-1994)

Responsibilities:

As part of a support team provided 24-hour telephone support to approximately 200 customers nationwide. These customers ranged from single user DOS-based systems to 50-user Novell systems. Provided the initial t raining of an in-house developed credit reporting software for customers. The credit reporting software is complex and involves all facets of the customer organization. It handles accounts receivables, supports remote printing to the customers’ clients via modem, pulls credit data and provides automatic de-duplication of such. Supervised up to six customer support representatives. Coordinated customers’ needs for training and system implementation.

Assisted in the design of mortgage credit reporting forms for customer for use as pre-printed forms or laser-produced forms.

Accomplishments

Developed documentation and training materials for on-site installations

Evaluated the needs of the customer for system upgrade proposals

Analyzed customers’ requests for future system enhancements

Supported all different types of hardware configurations

Developed basic understanding of credit reporting industry

Acquired a vast exposure to all levels of troubleshooting techniques (e.g. use of third party software)

Implemented a customer support tracking system to monitory specific problem areas, track support time by customer for billing purposes and; improve customer support follow-up procedures.

EDUCATION

Western Governor’s University – BS Information Technology, Graduated 2013

Miami Dade Community College – AA Information Technology, Graduated 2008

Certifications

CompTIA A+

Microsoft Certified Professional

CompTIA Network+

CIW Database Design Specialist

CompTIA Security+

CIW Professional

CompTIA Project+

CIW v5 Associate

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