Technical Support Level 2 Specialist
Resume:
RS
Regina Stevens
Professional Summary
Technical Support Level 2 with 17 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills. Authorized to work in the US for any employer Work History
Medical University of South Carolina - Unit Secretary Charleston
05/2022 - 11/2023
Obtained BLS certification in April of 2023.
Performs administrative tasks at medical facilities by admitting patients and organizing patient information for medical staff Scheduled C-sections and admitted expectant mothers to other procedures necessary for patients. Very busy Labor and Delivery Provided Clerical support to residents, nurses, and Physicians Organized and updated files as necessary
Obtained BLS in April of 2023
I ordered Supplies for Labor and Delivery unit and other duties when required
Maintained rapport with physicians, nurses along other healthcare personnel
Executed administrative duties that will facilitate unit tasks meeting team goals while providing information for patient admissions along with discharges fostering timely processing
Managing incoming calls. While directing calls to others in the Maintained patient confidentiality in line with HIPAA regulations Managed incoming calls and directed calls
Organized paperwork including but not limited to charts along with reports for office and patient needs
Maintained rapport with physicians, nurses, and other healthcare personnel
Managed incoming calls while checking for appointments. Managed incoming calls and directed them to others in the unit Maintained patient confidentiality in line with HIPAA regulations Managed incoming calls and directed calls
Organized paperwork including but not limited to
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*********@*****.***
Summerville, SC 29483
Skills
Skills and Qualifications:
Technical Skills:
- Software installation
- TCP/IP
- Networks
- Computer hardware
- RAID
- Proxy 2.0
- Troubleshooting
Customer Service Skills:
- Customer satisfaction
- Appointment scheduling
- Interpersonal skills
- Multitasking abilities
- Detail-oriented approach
Microsoft Office Skills:
- Microsoft Office Package
Training and Development Skills:
- Mentoring
- Trainer
- MCSE certification
Database and Web Skills:
- Database
- HTML
Certifications and Licenses:
- Dean's List (GPA of 3.5 or above)
- Unit Secretary Training
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Monitored inventory levels and advised management of the need for replenishment.
Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
Performed various administrative tasks by filing, copying, and faxing documents.
Placed new supply orders, managed inventory, and restocked clerical spaces.
Organized and maintained a patient chart filing system to promote quick data finding for staff.
Greeted and interacted with patients to provide information, answer questions assist with appointment scheduling.
Received and routed laboratory results to correct clinical staff members. Prepared and processed patient referrals and transfer requests. Greeted visitors and initiated triage processes for clients to streamline patient flow.
Answered phone calls and messages for physicians' medical facilities, Along with reports for office and patient needs
Maintained rapport with physicians, nurses, and other healthcare personnel
Managed incoming calls while checking for appointments. Managed incoming calls and directed them to the appropriate department Maintained patient confidentiality while following HIPAA regulations.
Maintained patient confidentiality in line with HIPAA regulations. Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Organized paperwork such as charts and reports for office and patient needs.
Managed incoming calls and directed them to all appropriate departments.
Maintained rapport with physicians, nurses, and other healthcare personnel.
Supported office staff and operational requirements with administrative tasks.
Maintained current and accurate medical records for patients. Provided information for patient admissions and discharges to foster timely processing.
Executed administrative duties to facilitate unit tasks and meet team goals.
Enhanced office productivity while handling a high volume of callers per day.
Enhanced office productivity by handling a high volume of callers per day.
Processed lab paperwork and requests according to physicians' orders. Transcribed doctor's medication orders, lab test requests, and care plans.
Transcribed doctors' medication orders, lab test requests, and care plans.
Monitored inventory levels while advising management of the need
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Education
10/2011
Herzing University
Dearborn, MI
Associate of Science: Network Speciality
2001
Herzing College
Melbourne, Florida, US
Word Processing and Spreadsheets
scheduling appointments, and handling patient inquiries. Answered phone calls and messages for nurses, residents also physicians Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments. Managed office logistics including scheduling appointments, and maintaining files.
Managed office logistics by maintaining files
Dial America - Customer Service Agent
04/2021 - 10/2022
Nuance Communications - Technical Support Technician 04/2009 - 10/2017
Nuance Communications - Technical Support Technician 10/2001 - 03/2009
Herzing College - Network Technician
11/2000 - 10/2001
Study Program / Network Assistant
Provided customer assistance for individuals using toll system for the state of Virginia
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Provided assistance in collecting tolls, checking system to be sure they only pay for tolls that they received
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● Explained the process of paying out of state tolls Answered any questions regarding the forgiveness time for paying tolls and ot having to pay the penalty fee of $25.00 per ticket.
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• Provided base-level IT support to company personnel. I bring over 20 plus years of experience in Customer Service/Technical Support to companies, the past 6 years of which have been working from home.
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• Built and maintained successful relationships with Medical Language Specialists, Managers, and team members.
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• Maintained composure and patience in the face of difficult customer situations. Displayed courtesy and strong interpersonal skills with all customer interactions.
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• Provided mentoring for all new employees and explained protocols clearly and efficiently.
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• Designed, implemented and maintained a company databases with information needed to provide support to over 3,000 sites that Nuance Communications supported. Resolved technical issues for clients on the phone and through e-mail.
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• Repaired and reinstalled software such as Microsoft Office, and all propriety Nuance Software.
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● Performed routine repair and maintenance on intranet for students Required maintaining hard drives and setting up requiring operating systems and applications needed for students during every semester, ghosting hard drives, installing network cards assigning IP addresses
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Microsoft - Technical Support Technician
Melbourne, Florida
Helped in creating network connections in new rooms for incoming students
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● Assisted students with the resolution of hardware and software issues
● Performed office responsibilities as necessary.
● Provided base-level IT support to company personnel I bring over 20 plus years of experience in the field of Customer Service/Technical Support to companies, While the past 6 years of that has been working from home
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Built and maintained successful relationships with Medical Language Specialists
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● Managers and team members
Maintained composure and patience in the face of difficult customer situations
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Displayed courtesy and strong interpersonal skills in all customer interactions
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Provided mentoring for all new employees and explained protocols clearly and efficiently
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Designed, implemented, and maintained company databases with information needed to provide support to over 3,000 sites that Nuance Communications supported
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Resolved technical issues for clients during phone calls and through e- mail
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Repaired and reinstalled software such as Microsoft Office, and all propriety Nuance Software.
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Explained technical information in clear terms to non-technical individuals to promote better understanding.
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● Documented support interactions for future reference.
● Maintained and updated [Type] customer service database. Provided Tier 1 IT support to non-technical internal users through desk side support services.
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● Monitored systems during operation and quickly troubleshot errors.
● Monitored systems in operation and quickly troubleshot errors. Installed, modified, repaired software and hardware to resolve technical issues.
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Installed, modified, and repaired software and hardware to resolve technical issues.
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Responded promptly to incoming sales leads and requests for technical support.
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Researched product and issue resolution tactics to address customer concerns.
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Explained technical information in clear terms to promote better understanding for non-technical users.
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Rolled out software updates and applied server patches to thwart threats from penetrating networks.
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● Provided basic end-user troubleshooting and desktop support. Control Configuration Department - Technical Support Technicial Level 2 / Product
Melbourne
Identified potential sales and cross-selling opportunities and informed supervisor.
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● Walked individuals through basic troubleshooting tasks.
● Assisted with updating technical support best practices for use by team. Suggested software and hardware modifications to reduce lag time and improve overall speed.
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Configured hardware and granted system permissions to new employees.
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● Provided on-call support for critical issues related to Nuance Software
● Provided on-call support for critical issues related to [Software]. Analyzed issues while identify troubleshooting methods needed for quick remediation.
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Analyzed issues to identify troubleshooting methods needed for quick remediation.
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Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
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Configured hardware, devices, and software to set up work stations for employees.
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Responded to customer inquiries and provided technical assistance over phone while logging into their computer to assist.
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Responded to customer inquiries and provided technical assistance over phone and in person.
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● Level 2
Responsibilities included hardware installation, (raid controller cards, hard drives, dialogic cards, modems and various components for server builds
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Software installation of Dictaphone Software, including but not limited to:
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● Voice, PowerScribe, StraightTalk, Freedom and Text Software
● Trouble shooting and repairing software and hardware issues
● Some Billing and Receiving Experience
Established an Access Database for over 3000 sites services by Nurance Communication to be used by all managers and on call technical support personnel,
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