Customer Service Manager

ANGELA A. JOHNSON

**** **** ******** ****, **********, Alabama 36116

334-***-**** Home 334-***-**** Cell ***********@*******.***

SUMMARY PROFILE

Experienced computer professional blends operational expertise and customer service to facilitate and support information technology development. Ability to adapt and advance in a constantly unfolding, volatile information systems environment through persistence and quick computer aptitude. Reputable background for communicating effectively with novice, intermediates, and advanced high-end users of various levels of authority. Proactive in providing software and hardware microcomputer support as it transitions from the single user to workgroup/network-based communications.

EXPERIENCE HISTORY

Date: 2013 to 2016 McKesson/HBOC Alpharetta, GA

Product Support Rep 3 - Remote

Duties consisted of providing nation- wide support and responding to product application support questions from customers in regards to the company’s software, which consisted of McKesson STAR Medical Records, McKesson STAR Patient Processing, Horizon Passport, and Paragon Medical Records, Medical Record Transcription, Utilization Review, State Reporting, 3M Encoder, Nuance-Quantum Encoder. Identified problem area(s) and would provide recommendations to resolve issue. Provided recommendations to customers on application questions and provided status updates to issues in CRM call tracking system. Utilized special domain expertise as it related to specific application of the software to resolve the customer’s problems (ex. SQL, data corrections). Assisted clients with ICD-10 migration.

Date: 2014 to 2015 CTG (Computer Task Groups, Inc.) Buffalo, NY

Sr. Support Analyst - Remote

Contract employee for ECH (El Camino Hospital)

Duties consisted of supporting customer sites with McKesson STAR products. These products consist of STAR Patient Processing, STAR Patient Accounting. Provide assistance to customers for maintaining CRT Tables and port utilizations, physician builds within STAR and perform monthly STI (Software Transfers) prior to ESD (Electronic Software Transfers). My other duties also consist of performing integrated system testing of STIs (Software Transfer Items) granting/terminating UNIX access to new users in HBOC/STAR, and to work Track It Tickets and perform troubleshooting techniques to resolve issues.

Date: 2013 to 2014 TechSystems Charlotte, NC

Sr. Support Analyst – Remote

Contract employee for Wake Forest Hospital in Lexington, NC

Duties consisted of supporting customers with STAR. Provided assistance to customers for maintaining CRT tables and port modifications within STAR. Created and modified menus within STAR. Worked incidents in Remedy system.

Date: 2012 to 2013 MaxIT/SAIC/Leidos Health Reston, VA

Sr. Support Analyst - Remote

Contract employee for CHI (Catholic Health Initiatives)

Duties consisted of supporting customers with STAR Patient Processing, STAR Medical Records. Participated in testing of STI’s and monthly ESD moves from test environment to live environment in STAR. Serviced in the role as Project Manager for two STAR upgrades. Provided go live support for three major facilities. STAR table build and table maintenance. Provided maintenance of CRT and port modification tables within STAR, also did forms and menu creations and modifications. Worked incident tickets in Remedy.

Date: 2012 to 2013 HCTec Franklin, TN

Sr. Support Analyst – Remote

Contract employee for Ardent Health Systems

Duties consisted of supporting customers with McKesson STAR Patient Processing, STAR Medical Records. Participated in the testing and implementation of ER12 project. Reviewed and tested STAR STIs (Software Transmission Items). Provided assistance to customers for maintaining CRT tables and port modifications within STAR. Worked incidents and request tickets out of CA (Service Desk Manager.

Date: 2010 to 2013 CTG (Computer Task Groups, Inc.) Buffalo, NY

Sr. Support Analyst - Remote

Duties consisted of supporting customer sites with McKesson STAR products. These products consist of STAR Patient Processing, STAR Medical Records, STAR Laboratory, STAR Radiology, Fax Parameters and Fax Distribution and STAR Pharmacy. Provide assistance to customers for maintaining CRT Tables and port utilizations within STAR. My duties also consist of performing integrated system testing. Work HEAT Tickets and perform troubleshooting techniques to resolve issues.

Date: 1990 to 2010 McKesson/HBOC Alpharetta, GA

Sr. Implementation Consultant (2007 to 2010) – Remote, Product Support Specialist 4 (2005 to 2007)- Outsourced employee for Baptist Health, Montgomery, Alabama, PC/Network Desktop Manager II (2002 to 2005) – Outsourced employee for Baptist Health, Montgomery, Alabama, Application Analyst (2000 to 2002)- Outsourced employee for Baptist Health, Montgomery, Alabama, Help Desk Coordinator (1998 to 2000)- Outsourced employee for Baptist Health, Montgomery, Alabama, PC/Network Communications Technician (1998 to 1998)- Outsourced employee for Baptist Health, Montgomery, Alabama, Computer Operator III (1990 to 1998)- Outsourced employee for Baptist Health, Montgomery, Alabama.

Date: 1989 to 1990 Jackson Hospital and Clinic, Inc. Montgomery, AL

Computer Operator/Staff Data Entry

Duties consisted of working 2nd shift on an 8 days on 6 days off schedule. Performed data entry of all Emergency and Surgery Charges for all patients. Printed payroll checks, monthly statements, and ran daily backups. Performed troubleshooting to resolve hardware and software issues.

EDUCATIONAL AND PROFESSIONAL DEVELOPMENT

Jefferson Davis High School 1978 to 1981

Montgomery, Alabama

Diploma - General Studies

Auburn University at Montgomery 1981 to 1985

Montgomery, Alabama

Major - Computer Science with 140 credit hours

Southern Technical College 1986 to1988

Montgomery, Alabama

Associate’s Degree - Computer Programming

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