Technical Support Customer Service

Carl Stanley

**** ***** **. *********, ** ********@*****.*** 469-***-****

Technical Analyst

Summary of Qualifications

18+ years of responding to customer support requests, providing technical support and maintaining client relationships.

Skilled in resolving customer issues by applying client/server methodologies for software, and networking technologies.

Experienced creating documentation for support staff, team members and customers for Standard Operating Procedures and troubleshooting processes.

Very Comfortable working in a team environment or individually.

Obtained Bachelors of Science Degree in Computer Information Systems. Willing to travel.

Core Competencies

Service Now Hardware/Software installation IP Networking Windows Operating Systems

Problem Solving Troubleshooting Media Encoding Communication Skills

Application Debugging TCP/IP, SNMP Desktop Support Customer Service

Windows Server LAN/WAN Cisco Switches/Routers Technical Trainer

Active Directory Technical Support Technical Documentation Client/Server Tools

Implementation Analytical Thinker ITIL McAfee/ Norton Anti-virus

Professional Experience

Operations Analyst - Novartis (RadGov) – Ft. Worth, TX 08/2015 to 02/2017

Managed the Major Incident Management (MIM) process by initiating and facilitating conference calls, as well as, sending communications to senior management, IT teams and vendors handling application, network and server issues for over 500 applications for Novartis and Alcon locations internationally. As a result, response time SLA improved 20% and decreased escalation of critical issues by 50%.

System Analysis: Monitored system alerts on Tivoli TEC, OMI/BSM and Control-M consoles which resulted in the escalation of job, network and application error alerts to the correct support teams for resolution.

Programming/Scripting: Creation, updating or deletion of Control-M jobs and schedule new day processes using Control-M batch scheduling for daily system processing,backups and month end processing

Backups: Ran and monitored AS400 backups to insure data and files were available for Disaster Recovery.

System Application Analyst - Christus Health – Irving, TX 04/2013 to 07/2015

Performed quality assurance, claim check testing and production validation for Meditech applications to ensure revenue cycle flows smoothly and accurately between Christus systems and insurance companies for billing purposes. As a result, billing data transmission accuracy improved by 15%, increased revenue and minimized time spent on researching valid insurance claims; decreased amount of rejected claims; and decreased time of paying out claims. This allowed the Revenue Cycle department to maintain a 98% claim processing rate and allowed Christus to exceed the claim collection goal of $100MM.

Data Analysis: Compile financial and patient data from the Meditech system to create and analyze department reports associated with revenue cycle services and metrics. Distributed reports to internal and external clients including vendors, hospitals, lawyers, collection agencies and management per request of upper management.

Troubleshooting: Troubleshoot network and application related issues and regularly coordinate with IT department to resolve problems and improve performance in a Citrix environment for over 300 users.

Documentation: Coordinated system upgrades and prepared documentation for training associates and improve system performance for improved service for our clients.

Senior Technical Analyst - Ameripath/Quest Diagnostics – Dallas, TX 04/2004 to 04/2013

Managed doing feasibility studies, implementation, installation, and maintenance for over 50 new medical facility interfaces and 8 pathology and dermatology remote labs in the Southwest region. This resulted in increasing company revenue by 50% over a 5 year period.

Customer Support: Served as primary senior technician for over 100 external medical facility clients and 10 internal pathology and dermatology labs throughout the North Texas region. As a result, received awards for excellence in client relations and service annually for seven years.

Hardware/Software support: Troubleshoot network, server, desktop, hardware and application issues and coordinated software, hardware, and network upgrades, re-imaging and installation for external and internal labs, doctor’s offices, and hospitals on Windows XP and Windows 7 PC’s and laptops. Serviced client’s Lab Information Systems (LIS) software and hardware and lab equipment. Installed Okidata and HP laser printers, label printers, dot matrix and slide label printers at doctor’s offices, and remote labs at over 100 North Texas medical facilities.

Network Administration: Configured and installed Cisco and Netsceen routers, hubs and switches for network and VPN needs on T-1 and DSL circuits. Configured and installed Dell Poweredge servers for data migration and network file sharing LAN/WAN configuration. Troubleshoot router, switch and network issues.

Inventory Control: Maintained inventory of equipment, such as PC’s, routers, switches, laser printers, UPS batteries and other lab equipment at client sites and labs for audits, system upgrades and inventory reporting.

Documentation: Created standard operating procedures for installing and maintaining remote site VPN networks, PC’s and Laser printers to improve field technician knowledge and for better service of our clients.

Technical Support Representative - Telvista – Grapevine, TX 02/2002 to 04/2004

1st and 2nd level technical support for Verizon Online customers.

Technical Support: Assisted customers in setting up and installing Home DSL modems and routers in high volume call center environment.

Customer Service: Processed return authorizations for DSL equipment and advised customers of DSL new order and cancellation status for customer inquiries.

Troubleshooting: Troubleshoot Software, Hardware issues and DSL connectivity issues for Verizon customers nationwide on Windows Operating systems.

System Maintenance: Performed network configuration, re-imaging and system maintenance for call center PC’s in Windows environment to improve user productivity.

Technical Support Trainer - DDMS/ECI2 – Keller, TX 10/1998 to 12/2001 Provided technical support in a call center environment on proprietary inventory control and Accounts Receivable system for small office supply stores.

Technical Support: Supported customers on UNIX, NT, Windows 2000 and Web based platforms.

Technical Trainer: Coordinated and conducted site visits to train customers on DDMS software and explained system procedures to improve the customer’s productivity on our system.

Troubleshooting: Troubleshoot modem and internet connection and routing issues and coordinated correction of these issues to improve system performance.

Education

Bachelors of Science; Computer Information Systems DeVry University, Irving, TX.

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