Remote Live Chat Agent with 6+ Years Telework Experience

DAVID MARTINEZ

Humble, TX 346-***-**** *******@*****.*** www.linkedin.com/in/davidmartinez0326

CLIENT SOFTWARE SUPPORT SPECIALIST

Results-driven Software Support Specialist with a proven track record of providing exceptional technical support and customer service. Recognized for meticulous attention to detail and proficiency in troubleshooting and resolving various software-related issues to ensure end-users can perform their day-to-day tasks. Adept at collaborating with cross-functional teams to improve overall application useability. Committed to ensuring customer satisfaction through comprehensive problem-solving and communication. Ready to apply skills and expertise in a challenging software support environment.

SKILLS & QUALIFICATIONS

Customer Service & Support • Call Center • First Call Resolution • De-Escalation • Communication Skills • Research • Software Support • Help Desk Support • Remote Access Tools • Incident Management • Ticket Resolution Management • Software Installation & Configuration Expertise • Bug Reporting • Software Update Management • User Authentication • Software Integration & Testing • ITIL Framework Familiarity • System Monitoring • IT Support Metrics • Budgeting Strategies • Database Management • Customer Assistance & Satisfaction • Computer System Knowledge • Desktop Support • Data Analysis • Configuration Management • Service Request Management • Report Development Software Implementations Relational Database Development & Management Acquisition Data Conversions System & Network Administration End-User Training

Technical Skills: LMS eLearning SQL Server Admin Microsoft Office Suite including Access SaaS Cognos XML HTML EMR EHR HL7 Demographic & Billing Interfaces CRM ERP JIRA Salesforce ServiceNow SAP

PROFESSIONAL EXPERIENCE

Patient Billing Representative Foundever (Cigna Healthcare/Express Scripts/Accredo), Orlando, FL (Remote) [11/2023-06/2025]

• Provide comprehensive assistance to specialty patients by addressing invoice/billing and copay assistance program inquiries, ensuring optimal customer satisfaction.

• Execute the processing of reverse/rebills and reimbursement/adjustments of claims as necessary, demonstrating proficiency in resolving financial discrepancies.

• Work closely with patients, pharmaceutical manufacturers, and foundation copay assistance programs to quickly resolve payment issues and outstanding claims, demonstrating strong problem-solving skills.

• Conduct thorough research and appeals for denied claims, showcasing a commitment to maximizing reimbursement and minimizing financial losses.

• Participated in internal training programs and LMS courses.

Technical Support Representative McKesson Specialty Health, The Woodlands, TX (Remote) [06/2020-08/2021]

• Delivered exemplary technical support for medication dispensing within healthcare facilities, demonstrating a profound understanding of the intricacies involved.

• Managed a high volume of communication by handling an average of 25-30 client interactions daily, showcasing exceptional multitasking, problem-solving abilities, and exceptional client services.

• Administered processing of product returns, evaluating their functionality, facilitating the provision of suitable replacements; collaborated closely with account managers to ensure a streamlined transition for both software and hardware setups, showcasing a commitment to efficient client services, customer support, and satisfaction.

Technical Support Analyst Jenzabar, Loveland, OH (Remote) [11/2013-04/2018]

• Proficient client services and technical support for higher education CRM/ERP/LMS/e-Learning software suites and hardware.

• Recorded and managed comprehensive incident details and creating cases for inbound calls, ensuring resolution by meticulously documenting interaction notes in the support interaction tracking systems and making outbound follow up calls.

• Managed customer IT ticket request count on average of 20-30 incidents daily, demonstrating capability to handle high volumes of workflow.

• Collaborated with team members and internal departments to perform ad hoc tasks as required.

• Resolved customer issues with innovative and creative problem-solving techniques providing timely resolutions.

Database Business Analyst Southwest College of Naturopathic Medicine, Tempe AZ [05/2011-09/2013]

• Verified an average of 5-10 project specifications through a comprehensive analysis of user requirements, having collaborated with cross-functional team members to ensure alignment with project objectives.

• Upheld client trust and safeguard operational integrity by maintaining strict confidentiality of information.

• Executed amount of 10-15 weekly software system upgrades and conducted rigorous functional testing, while also facilitating process reviews and implementing automation measures to enhance efficiency.

• Demonstrated adept project management skills and provided Tier II technical support for hardware and software infrastructure issues for students’ academic use in a classroom setting.

• Proficient in providing software support with a focus on learning management systems, instructional technology, and software testing.

• Experienced in creating detailed technical documentation for troubleshooting and user security guidance.

• Remained actively aware of industry trends related to instructional technology and software support.

• Showcased ability to handle service calls efficiently, resolving issues and ensuring customer satisfaction.

Applications Development Manager Mobile Mini Solutions, Tempe, AZ [03/2006-10/2010]

• Oversaw the comprehensive lifecycle of business-related applications, ensuring their seamless development, deployment, and utilization within the organizational framework.

• Provided effective leadership as the Manager of the IT Help Desk, Application Development, Telecommunications, and Reported Development Teams, fostering a collaborative environment where teamwork is prioritized.

• Conducted on average of 8-12 thorough process reviews, implemented automation strategies, and spearheaded the development of software data conversion protocols to facilitate the integration of new acquisitions seamlessly.

• Assisted users with software-related issues through effective and timely handling of support calls.

• Developed, supported and utilized Inventory and Manufacturing software, as well as Order processing systems.

Technical Implementation Manager Lynx Medical Systems, Bellevue, WA [09/2000-08/2004]

• Served as a Technical Implementation Manager, collaborating closely with the Process Implementation Manager to oversee, implement, configure, provide training, deploy HL7 interfaces, and offer on-site live support for hospitals nationwide.

• Established and configured SQL Server, demonstrating a strong technical surveillance acumen.

• Installed and configured EHR/EMR and Medical Records Outpatient Coding applications on both server and workstation environments.

• Facilitated the seamless integration of printers, barcode scanners, and other peripherals to enhance operational efficiency.

NOTABLE ACCOMPLISHMENTS

Accelerated career growth at Lynx Medical Systems, transitioning from Help Desk Analyst to Technical Project Manager within 3 months. Collaborated closely with the Process Implementation Manager, Sales Team, and Upper Management to successfully implement and support multiple healthcare systems nationwide, leading to a fourfold increase in client base and revenue over 2–3 years.

Played a pivotal role in the substantial expansion of Mobile Mini Inc. by spearheading the implementation of wide-area network, IP telephony network, Salesforce.com, ERP, other cutting-edge technologies, and by opening and managing their Woodinville, WA Sales/Yard Branch from the ground up.

EDUCATION

Rubidoux High School, Riverside CA College Prep Courses Tennis Team College Scholarship High School Diploma

California State University, San Bernardino, CA B.A. Business Administration (Finance)

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