Software Customer Service

TERESA J.WAGNER

**** ******** ****** *********, ** 33020 Cell 954-***-**** Alt954-***-**** *********@*******.***

PROFILE

Results-Oriented Operations Management Professional

With diverse experience including Operations, Client Service Delivery, Business Development, Account Management and Administration with success in a highly competitive market. Strategic thinker and dynamic leader. Strong foundation of ethics and a high degree of integrity.

Summary of Qualifications

Enterprising, result-oriented professional with an established background overseeing high-end productive organizations

Superior interpersonal skills, capable of resolving multiple complexities surrounding corporate strategies, corporate strategies, project task execution, human resources, business legalities to maximize performance.

Work Experience

EMR Software Implementation Coordinator

12/2009-3/18/2016

Holt Systems -Primary Management Resources-

Installs, customizes, maintains and implements system software

PMR serves as an MSO- Management Service Organization, we provide practice management and administrative support services to individual physicians and small group practices. My position is responsible for identifying opportunities for PMR solutions to optimize and automate clinical and administrative processes at ambulatory medical practices, Site Survey’s,

Implementation and then training physicians and staff on all aspects of the organization's suite of applications. I train a diversity of physicians in all fields of medicine.

eMedRec is a Hybrid EMR records documentation solution that combines the power of enterprise document management with the robust features of an EMR (Electronic medical records system).The software is designed to take a medical practice into new technology that is government compliant. A complete conversion from paper charts to a Hybrid electronic medical records management system. I recreate the practices forms in different languages,English, Creole, Spanish & polish based on our locations.I create the Knowledge Base and companies SOP’s and make them electronic using QR technology and working with the legal dept to ensure all forms meet state guidelines. This was designed to increase the quality of Health care to all our practices and their patients. We develop clinical guidelines and care standards. We implement an Eprescribing platform that doctors, pharmacies and labs can communicate electronically, prescribing and renewing prescriptions in a timely and efficient manner and sending lab results in a safe HL7 compliant process. Our practices range from Pediatrics to the Elder care of the chronically ill. We also offer a web based Dashboard which I also teach to educate our practices.

I work closely in a team environment with senior management, a development team and a highly skilled Information Technology team. I do everything from demonstrations and installation to training including all facets of customer support and trouble shooting as an ongoing process. I manage the project from inception to Go Live and am the face for support. All medical practices throughout the US must become electronic and become compliant with “Meaningful Use” to be eligible for the government incentives. We educate our practices about the benefits of Meaningful Use and Hedis as to help keep them apprised to all new incentives available for the practice.

I travel onsite and work remotely to access the practices needs for Go Live, Training and support. I work closely with our IT team to do on site surveys so to access all the needs of the practices workflow. I serve as the Project Manager to implement the software, Hardware, Training and Support.

I specialize in the Training, implementation and ongoing support of the product. I work with Coventry, Humana, Medicare, Medicaid practices to help restructure the process of their workflow as to achieve the highest level of productivity within the practice. These tasks include the monitoring of scheduling, billing and the total process of the practice’s workflow to maintain their MRA and correctly monitor their HCC scores to keep them compliant with all government requirements.

We have recently implemented a Hedis Portal to help our practices meet Hedis compliance. Learning the HL7 Implementation for Lab Corp and Quest Interfaces to electronically receive labs to all practices. Implementing and training a new Dashboard product to all current Markets and previous practices. Implementing Holter Monitor Software, Patterson Dental and VRI (Virtual Interpreter) equipment for the hearing impaired. I also help with Logistics for the implementation. HIPPA Compliant.

Responsible for general workstation configuration, upgrades, maintenance, and software installation.

Serving the Florida, Virginia, Kentucky, Louisiana, Atlanta and Chicago markets and growing.

Senior Software Account Manager

12/2007-10/2009

Emission Critical- Stealthtrak

The Company provides Green Technologies such as RFID, GPRS, GPS Tracking systems, Tire Pressure Monitoring, Intrusion Detection, Vibration Sensors, D.O.T Driver Logs and asset management. Emission Critical is an innovative leader in Green Technologies. I oversee the coordination of all clients’ software needs globally. Emission Critical has created a cohesive, customizable, and secure web-based environment in which companies from a broad range of industries and many different countries may track and manage wireless location and computing data in a productive and cost effective manner.

I coordinate with the sales team for, demonstrations, work closely with vendor’s and ensure, prompt delivery of the implementations. I train the end user and do all follow ups for maintenance. I have a well established client relationship globally within many different industries. Serving over 500 accounts globally.

Software Trainer and Implementation Coordinator

2/2000 – 8/2007

Ituran Florida Corp, Ft.Lauderdale, Florida

The company provides a fleet vehicle tracking device, RF, GPS, GPRS,GSM,RFID and develops software to track fleet vehicles and other assets. Heading up the training division, class development and curriculum development, Training on and participating in the upgrade and testing of the software products. I provide onsite installation of software I provideand create customer training, manuals, audio, video, E- learning and remote training. Software testing working, with Microsoft Access and SQL TCP/ IP, Windows 98/2000/Server, Excel, Power Point, Goldmine, Mas 200. Working in a client server atmosphere, networking customer’s computers to accommodate their network and multiple workstations. I am a trusted advisor for clients nationwide and have over 250 clients in the local Miami area and across the country including Homeland security, DEA, Auto theft task force and many other government agencies. I manage multiple projects at one time. I have an excellent relationship with all clients. I assists in the hardware and software installation, integration, configuration and testing of the Vehicle tracking device hardware and software packages. Perform field inspections, oversight and acceptance testing of its field installations. I assist in maintaining databases, software configurations, networking configurations, workstations and routine/preventative maintenance of software, databases and servers. Troubleshoots reported problems/malfunctions, Isolate the problem to specific hardware or software components and ensure the repair, replacement or resolution. A portion of day-to-day duties will include database entry and similar duties to assist in the tracking of work and materials. Additional duties may be required as the system becomes fully operational. I take ownership of client from start to finish. Help the Sales team with presentations and company overview. Work well with little supervision.

Excellent professional references available upon request.

EDUCATION

8/2001 The Academy Microsoft Training Center Ft. Lauderdale,FL MCSE

A+, Network +

1995-1997 Broward Community College, Ft.Lauderdale, Fl

Still Learning

SKILLS

Over 15 years Training and Implementation experience in Diverse Software Industries.

Customer Service and Support. A+, Network + Certified. Microsoft Office (Word, Excel, Powerpoint, Outlook, Access)

Windows 98, 2000, XP, Professional, Exchange Server, Active directory, Remote Connections VPN, Symantec, VNC Remote Desktop, PC Anywhere, Log me in, Kaseya, WebEx, Go to Meeting, Terminal Services, Rightfax, Act Fax, Zeta Fax, Cisco phones, Medisoft, Allscripts, Edgemed, New Crop, Sure scripts, Availity for Care 360,(electronic prescribing),Ultipro, Some SQL and many various other software packages.RT ticket system, Cherwell Ticket system. Making office forms Electronic and barcode ready to scan to patient chart.POS installation & training Y2 @ Office Depot

15+ Years experience in the Hospitality Industry, Love to Travel

I have 4 star 4 Diamond Hospitality experience, working @ many resorts throughout the US.

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