Software Support Analyst & Customer Care Specialist

Nancy Duonnolo

Software Support Representative/Analyst

*******@*****.*** • 215-***-**** • Philadelphia, PA, United States Professional Summary

I am a hard worker, prompt, dependable, a great listener, and enjoy helping my clients achieve their goals by the end of their phone call. Many clients who would say when they heard it was me answering the phone how happy they were that I answered because they always enjoyed talking to me and getting my help on their problem, learning something new, how to how to make adjustments, or how to navigate software problems. Work Experience

Software Support Analyst – STI Computer Services/ Azalea Health December 2010 – December 2025 Eagleville, PA

At STI Computer Services /Azalea Health I was the primary point of contact for supporting the clients using our Electronic Medical Record (EMR)/Electronic Health Record (EHR) application, Chart Maker Medical Suite-Clinical. My duties as a support representative are listed below: Dragon DMO- Speech Recognition Software Application: assist with set up, training and support. Updox-eFaxing Software Application: assist with set up, training and support. IdenTrust: EPCS (Electronic Prescribing of Controlled Substances) Certificate Application: assist with set up, training and support.

Duo- Multi-Factor Authentication Application: assist with set up, training and support. Data export: export data from application to printable format such as PDF. Health Portal for ePerscribing: troubleshooting, resolved issues such as non-functional e-prescribing, error messages, failed transmissions and expired licensees. Direct Message Configuration: provided set up assistance and support for sending and receiving messages to and from other providers, including importing into patient charts. Patient Portal Assistance for Physician office staff: assist with set up, training and support. Merit-Based Incentive Payment System (MIPS): Assisted the physicians office to collect and submit data as required by CMS (Center for Medicare & Medicaid Services). Include assisting with codes, ensuring the correct use of Current Procedural Terminology (CPT) and Logical Observation Identifiers Names and Codes

(LOINC).

Template Editing: design specific chart note layout for documenting patient notes. Managed software upgrades for standalone servers.

Software Support Analyst/Customer Service – TENEX/Harris School Solutions October 2006 – October 2008 King of Prussia PA

Software support role for an online grade book software application. Trained and support staff, providing technical assistance and guidance.

Software Support Analyst/Customer Service – Softerware January 2001 – August 2005 Fort Washington PA

Software support role for a fund raising software application. Assisted the end users to fix various issues in their system, providing technical assistance to ensure seamless functionality. Education

Diploma

Germantown High School Philadelphia, PA

September 1971 – June 1974

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Skills

Technical Support

Advanced

Electronic Health Records

Advanced

Cloud Computing

Advanced

Data Analysis

Advanced

Communication Skills

Expert

Troubleshooting Techniques

Advanced

Healthcare Information Technology

Advanced

Customer Relationship Management

Advanced

Software Installation

Advanced

Problem Solving Strategies

Intermediate

Courses

Computer Courses

Computer Learning Center

July 1999 – June 2000

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