Customer Support & Business Analyst
Resume:
Andrea S. De-Vost
Grayslake, IL 60030
************@*****.***
OBJECTIVE
Seeking a career opportunity where my professional experience and educational background will be valuable to a progressive organization.
WORK EXPERIENCE
07/12-Present
Nuance Communications, Melbourne, Florida
Customer Support Specialist
Provided level 1 customer support to Nuance employees and clients for eScription & Apex application systems.
Responded to external and internal customer requests via e-mail, phone and fax
Setup access for physicians & medical records team
Assumed shared weekly 24/7 on-call responsibility
Customer Product Support/ID Management Support (Remote)
Provide support to Nuance employees and clients for eScription, Emdat, Dictaphone, & PowerScribe application systems within a fast paced environment.
Answers phone calls and responds to client requests/incidents via SalesForce ticketing system. Collaborates with internal/external clients to reach resolutions
Consistently provides Best in Class customer service utilizing HDI standards
Collaborates with internal and external resources to reach resolutions
Troubleshooting/installing multiple platforms, platform training assistance
Setup/removing access for internal and external clients across all platforms
06/10-03/12
Ranstad/Spherion Consulting Services via AON Hewitt Associates, Lincolnshire, Illinois
Customer Service Associate
Answered medical benefit questions from external business clients
Enrolled participants in medical, life insurance, 401K plans
03/07-10/09
Allstate Insurance Company, Northbrook, Illinois
Business Analyst
Partnered with business clients to gather and create business/functional requirements/designs and testable conditions for application functionality
Created functional designs and leveraged technical skills to address requirements across several business processes, issues or project requirements
07/03-03/07
Caremark, Inc, Northbrook, Illinois
Enrollment Specialist
Performed analysis and testing on eligibility files, made business recommendations to improve the integrity of the eligibility data working with external clients
Monitored error/load reports and researched issues
1/00-6/02
Allegiance Healthcare, Waukegan, Illinois
Helpdesk Support Analyst
Provided technical phone support and problem resolution for LAN, Windows PC operating systems, and Mainframe hardware to internal/external customers. Averaging 150-200 calls per week.
Worked with TCP/IP configuration, setting up user groups, resetting password, mapping network drives and printer connectivity
SKILLS
Knowledge of computer software: Microsoft Office Suite(Word, Excel, Access, PowerPoint), SalesForce, Outlook, PageMaker, Visio, MS Project, SAP R/3, Sharepoint
EDUCATION
College of Lake County, Grayslake, Illinois
Associate of Science in Computer Information Systems/PC LAN Support Specialist
SPECIAL RECOGNITION AND AWARDS
Certificates: Microcomputers for Business
Office Automation Specialist
College Dean's List
REFERENCES
*Available upon request
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