SUMMARY OF QUALIFICATIONS

Ability to view challenges as opportunities, as well as immediately establishing positive rapport with clients/customers. Earned a reputation for efficiency, dedication and focus. Excellent level of dedication to both business needs and customer needs – balancing both continuously. Focused and creative problem solver; Results-oriented; with proven success in proactively meeting or exceeding company business objectives and goals. Proficient in MS Office Suites; as well as various related in-house software platforms. Also Tutor (Grades K-5) on occasions when need arise.

EDUCATION

DeVry University – Morrisville, NC – Concentration: Technical Mgmt - Dec. 2009 – 2012 (Degree in Progress)

North Carolina Central University - Durham, NC - Concentration: Computer Info Systems – 2005 – 2007

Saint Augustine’s College - Raleigh, NC - Concentration: Early Childhood Edu. & Business Mgmt - 1977 – 1980

December 2015 – Present

Health Services Medical Records

Prison Division – Department of Public Safety

Administrative Specialist, I (Mental Health Records Coordinator)

Organizing and managing patients' health information data; Verifying accuracy and accessibility of files; and ensuring all files are secure.

Communicating with physicians/nurses and other healthcare professionals to clarify diagnoses or to obtain additional information.

Maintaining electronic health records (EHR) databases; Analyzing electronic data.

Maintaining data on patient safety, patterns of disease, and disease treatment and outcome.

Improving upon EHR and HOD (via the Offender Population Unified System or OPUS) software usability.

Developing and maintaining health information networks.

Conducting annual follow-ups to track treatment, survival, and recovery.

Identifying potential participants for clinical drug trials.

Maintaining on-going statistical logs of record activities; in creation of Word and/or Excel spreadsheets.

January 2015 – September 2015

HCL Technologies of America

(Contract) Data Analyst I

Provided hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users - Routed problems to internal 2nd and 3rd level IT support staff.

Coordinated and managed relationships with vendors and support staff that provide hardware / software / network problem resolution. Administered and provided User account provisioning.

Used the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responded to telephone calls, email, instant messages, and assigned tickets from users; Assigned work orders / incidents to appropriate support teams and followed up until closure.

Responded to, and diagnosed, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provided level 1 remote desktop support lndependently; Resolved tickets within SLA Adheres to standard operating procedures / work instructions. Followed the shift hand-over process; Updated work-logs.

Categorized as per CTI as appropriate; Updated the knowledge base to be independent Coaching analysts for correct routing of tickets, capturing critical information Technically upgrade across versions of environment when required.

July 2012 – April 2014

NC Dept of Commerce – Division of Workforce Solutions

NC DOT – Mobilty& Safety Division

NC Dept of Health & Human Services – Vital Records; Division of Svc for the Blind

(Office State Personnel via Temporary Solutions)

Administrative Associate / Processing Assistant V

Duties and responsibilities included a considerable knowledge of office techniques and the abilities to maintain websites and social media applications; the organizational skills to coordinate varied records processing following defined policies and procedures, and the ability to research potential expenditures and provided data to higher management to assist in monitoring costs and justify expenditures; as well as validating of billing data. Tracked and confirmed Departmental Receipts of Payments via billing invoices, etc.

Duties also included both oral and written communication skills to interpreting guidelines, answered inquiries and to advise others regarding processes, services, and operations, and to independently compiles, analyze, assimilates, and composes information into varied or non-standard formats.

Reconciled AR/AP, BSA’s, etc. Matched & disbursed shipping invoices; as well as performed inventory-related function.

Filed Customer/Vendor documents; tracked account balances in operating accounts, Worked special projects as requested or assigned.

Strong analytical and accounting skills and abilities were utilized to do research, data collection, reconciled and manipulated data from different internal and external software systems to include MICROSOF office (Word, Excel, Outlook, Publisher, SAP, etc.) to complete reports; develop curricula, prepare contracts for training services and venues, organized develop, or obtained, training procedure manuals, recording stats of financial / billing accounts via excel spreadsheets, etc.

March 2011 – January 2012

SIEMENS Medical Solutions - Superior Technical Group

Administrative Functional Support 1/Business Liaison

Assisted in the administration of programs, projects, and/or processes specific to the original unit served; equipped to frequent changes and modifications of software computer skills and tasks.

Served as Liaison between Area Service Managers, Customer Service and Technical Service Engineers, Technologists and, Lead Business Coordinators.

Performed reconciliations of inventory lists of physical and electronic records; processing of Invoices; Processing of Billing Inquiries

Performed voluminous document scanning, record retrievals and coordinated processes associated with the disposition of records in accordance with record retention requirements; while utilizing the SAP P/3 Software Application

Prepared standard reports to track workload, response time and, quality of input; Assisted in the planning and implementing of departmental goals and, made recommendations to management to improve efficiency and effectiveness, completed all other duties as assigned.

Oct 2009 – June 2010

B A S F / Reliance One, Inc.

EXPENSE REPORT AUDITOR/ADMIN & CUSTOMER CARE ADMIN ASSOCIATE

Performed a variety of clerical/computerized tasks daily

Processed and audited approval of expense reports for entire Crop Science Team

Maintained, reviewed and reconciled departmental or divisional budgetary records,

prepared budgetary projections and recommendations based on instructions and established procedure.

Prepared/typed letters, reports and records ensuring grammatical accuracy and conformance with established procedures and factual correctness. Reconciled transactions and accounts

Weekly processing of Invoices, Billing and Fulfillment of Orders for the entire Sales & Marketing Team; and other assigned duties.

Sept 2008 – May 2009

EXTENDED STAY OF AMERICA HOTELS, INC.

CUSTOMER CARE ASSOCIATE

Successfully registered / assigned Customers In and Out of Rooms at hotel

Processing of Credit Card Payments of Customers

Processing of Billing Payments of Customers

Extended Excellent Customer Service in fulfilling needs of each customer daily; maintained daily reports

Mar 2007 - Aug 2008

D C R I - Clinical Events Classifications Dept.

MEETING COORDINATOR/STAFF ASSISTANT

Performed administrative and secretarial duties of a complex and confidential nature in support of department activities

Provided payroll support to AP/AR Dept.; Creating / processing expense & reconciliation reports,

Organized and maintained divisional or departmental files of records, reports and correspondences; maintained departmental procedural manuals, directives, compiled and summarized data and assisted in preparing regular and special reports; reviewed reports received for supervisor; data entry of patient/ physician contract information via Duke’s IDX Systems; as well as order entry utilizing SAP Software Systems.

July 2004 - Sept 2006

BAYER CORPORATE BUSINESS SERVICES @ Bayer Corporation

T. W. Alexander Drive * RTP, North Carolina

I T OFFICE ADMINISTRATOR

Duties included primary support to the IT DEPT TEAM; closely with Department Manager & IT Technicians/Engineers

Provided payroll support to AP/AR Dept.; Creating / processing expense & reconciliation reports, Scheduling meetings, programs, departmental activities, Maintaining various spreadsheets / databases; Managed calendars, greeting of Clients

Organizing/creating/maintaining filing systems for departmental billing itemization and other key factors or tasks as needed

Aug 2003 - June 2004

DUKE UNIVERSITY & HEALTH SYSTEMS /WEST CAMPUS

West Main Street * Durham, North Carolina

CLIENT-SERVICE COORDINATOR - Residential Life & Housing Department

•Performed a variety of clerical/computerized duties - included creating and maintaining spreadsheets

•Provided primary contact and important information for students regarding housing services in the Duke Residential Halls & Apartments

•Utilized the MP2 Web link in the processing of Technical Work Orders to be distributed to assigned General Maintenance Technicians; as well as via the telecommunications GTX Motorola Radio Paging System and, the 10-Key Multiple telephone system

March 2000 - July 2003

GTE/Verizon Corporation * Durham, North Carolina

NATIONAL ACCESS ADMINISTRATOR

Sales & Mktg. 1st Level Escalations Dept.

•Processing of Billing and Ordering for the National Access Customer Service Center to effectively meet the needs of nationwide Customers such as AT&T, Sprint, MCI World-com, Time-Warner Telecom, and other major telecommunication enterprises all across the United States of America.

•Provided daily support to those Customers via conference Calls; Trouble Shooting & Obtaining Resolutions of Escalated Issues as part of 1st Level Escalations Management; worked as Liaison between Customers/Clients and IT Technicians to assure accurate and timely installation of high speed circuits, etc.

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