Technical Support, Offer development

Melissa K. Martin

**** ****** **** ***********@**********.***

Cincinnati, OH 45255 Mobile: 513-***-****

SUMMARY OF QUALIFICATIONS

I have successfully navigated various functional roles, demonstrating adaptability and versatility. I am a dynamic, team-spirited and performance-driven professional with leadership and business knowledge, over twenty years of practical work experience and strong educational background. I communicate effectively with and motivate team members in stressful situations. I work effectively in independent and team settings, adapting to situational needs. I cultivate positive relationships with clients and colleagues; communicate with clarity and diplomacy to individuals from diverse cultural and organizational backgrounds.

AREAS OF EXPERTISE

Data Analysis

Extensive Knowledge of Microsoft Office Suite

Knowledge of Medical Terminology

HIPAA Compliance

Salesforce CRM Reporting

Basic knowledge of the SoapUI API

SQL

Customer Support/Analytics

Strategic Planning Skills

SharePoint

Metadata Specialist

Qlik & ARCMD Reporting

Data Management

Project Management

Database Management

Pricing & Quoting Analysis

User Acceptance Testing (UAT)

Basic Knowledge of Agile

PROFESSIONAL EXPERIENCE

Carl Zeiss Vision Hebron, Kentucky

Network Integration Technician/VTS Support Technician Level 2 April 2023 to Present

Network Integration and Maintenance: Central role in integrating and maintaining network hardware and software within optical medical equipment, ensuring seamless connectivity to practice servers.

National Demo Unit Preparation: Prepare demo units for eyecare centers across the country, highlighting advanced capabilities of Zeiss Vision equipment.

Quality Management Systems (QMS) Expertise: Hold ISO 13485 Certification. Create, maintain and support QMS components such as Standard Operating Procedures (SOP), Work Instructions (WI), and Policies (POL) with commitment to excellence in training.

Technical Support and Troubleshooting: Provide second level support for Zeiss Vision equipment, specializing in troubleshooting systems and addressing SQL Server issues.

Salesforce Management: Record and maintain customer calls within Salesforce, ensuring accurate and up-to-date information for streamlined customer service.

Integration with Electronic Health Record (EHR) Systems: Collaborate directly with Electronic Health Record (EHR) systems to assess integration requirements, establishing seamless compatibility for Zeiss Vision equipment.

Inventory and Warranty Management: Maintain inventory records and warranty information in SAP, contributing to efficient equipment tracking and management.

InsightGlobal – TriHealth (Part-time Contractor) Cincinnati, Ohio

Desktop on-site Support – Senior Client Tech Analyst March 2014 to Present

Provide desktop support to end users.

Repair, replace and configure a variety of medical devices and workstations.

Diagnose and resolve hardware and software issues, custom application issues. Create and modify active directory user accounts and permissions.

Remotely access using SolarWinds Dameware application.

Travel to multiple Tri-Health sites as a support representative.

Resolve incidents or escalate to the appropriate teams.

Document and implement fixes for all Tri-Health locations, using best practices.

Johnson & Johnson, Inc. Cincinnati, Ohio

Ethicon Quoting Analyst, Deal Desk Analyst November 2016 to March 2023

Managed pricing requests through approval workflow (Salesforce), ensured adherence to approval matrix.

Developed offers to support business objectives and portfolio strategies.

Evaluated current processes, recommended improvements.

Displayed high degree of ownership for offer quality and fit with strategic and financial objectives.

Formed and maintained cross-functional business relationships.

Developed and improved training materials and SOPs.

Worked with Contract Management to develop offers for customers, maintaining company strategies, margins, and profitability.

Updated and published the contract request form (CRF) as needed.

Protected profit margins by considering all influences affecting profitability (products, prices, solutions, and T&Cs.)

Maintained appropriate documentation by SOX 404 requirements.

Assisted in responding to RFPs/RFIs.

Participated in weekly Compliance Pricing Committee (CPC) meetings for Johnson & Johnson Medtech and Mitek.

Developed ways to improve customer experience.

Atos – Johnson & Johnson Ethicon Endo-Surgery (Contractor) Cincinnati, Ohio

Information Management – Senior Specialist September 2013 to November 2016

Installed, organized, tested, maintained, checked and troubleshooted end user workstations, interrelated hardware and software.

Imaged and configured laptops and desktops for end users (break fixes.)

Managed IT projects in inventory, image design and deployment.

Devised, planned and implemented various hardware refresh and software deployment projects.

Provided end-user support for hardware and software, computer applications, LAN components and peripherals.

Performed on-site analysis, identification and resolution of complex desktop problems for end users.

Fixed problems remotely via phone or remote desktop, escalated to the appropriate team as needed.

Paycor Cincinnati, Ohio

Technical Support Analyst II January 2011 to August 2012

Supported Paycor proprietary software for internal and external clients.

Connected to clients’ PCs using WebEx to perform software installations (Paycor for Windows, SQL 2005/2008, Time Clock Converter, Reportflex and Citrix.), Troubleshooted and resolved issues.

Synthesized complex issues and defined correlation between applications and databases.

Provided time and attendance support – reviewed and tested file formats for current and prospective clients.

Created and executed SQL statements in production and development environments.

Documented processes to enhance client service interactions.

Demonstrated ability to continuously learn and adapt to changing industry and technology.

National City Mortgage Company (now PNC) Miamisburg, Ohio

Technology Analyst III June 2006 to March 2010

Resolved, implemented, & documented fixes for software/hardware issues within stated SLAs. Used remote desktop or VPN for access to customer computers, using best practices.

Provided technical support for loan officers and their assistants.

Provided on-site technical support for Harbor Federal and Fidelity Federal conversions to National City Mortgage in Florida.

LFAT (Lead Field Advanced Technician) for Miamisburg - designed process changes to ensure smooth transition to field technicians.

Provided Tier II technical support for Citrix clients.

Identified trends within the environment and found root causes and solutions.

Coordinated situation calls for all severity 1 and 2 issues.

Developed training course that explained relationship between Service Center, Clarity, and OPUS.

Imaged and configured laptops and desktops for end users (break fixes.)

RELATED PROFESSIONAL EXPERIENCE

Robert Half Technology, Clopay Plastics Products Corp., National City Mortgage, Kroger, Great American Insurance Company, Hobart

EDUCATION

The McGregor School of Antioch University

Master’s Program for Teacher Certification (grades 1-8)

University of Cincinnati

Bachelor of Science in Information Systems

International Institute for Learning, Inc.

40-Hour Project Management Professional Certification Class

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