Resume of Customer Support Analyst

Title
Customer Support Analyst

Primary Skills
Analyze, troubleshoot and resolve issues related to installation, usage, and training on software

Location
US-VA-Chantilly

Posted
Feb-07-08

May 2006-Present Lockheed Martin, Chantilly, VA
Customer Support Analyst

-Member of a call center /help desk environment that supports the worldwide deployment of medical software for over 160 military installations of all branches of the military service located around the world.
-Analyze, troubleshoot and resolve issues related to installation, usage, and training on software utilizing knowledge of AHLTA/Composite Health Care Systems II (CHCSII), Composite Health Care Systems I (CHCSI) and/or hardware products.
-Perform quality assurance review of incoming trouble tickets and assist in the training of newly hired personnel.
-Document approximately 400 reported problems reported by hospital personnel per month within Manage Now ticket reporting system to include: steps taken to troubleshoot/ replicate issue, cause of issue, resolution, and whether the issue has been previously reported utilizing local databases and Merant PVCS Tracker.
-Provide after hours support via a shared on-call rotation to support 24 Hours per day / 7 Days per week assistance to ensure AHLTA remains functional and available to end users at all times
-Mentor team members as deemed necessary by management for the benefit of the team
-Prepares all administrative reports on workload volume on a daily basis
-Periodically responsible for managing daily operations in the absence of the manager such as, creating and submitting reports on attendance and authorizing leave


February 2002-May 2006 National Naval Medical Center, Bethesda, MD
Systems Specialist II

-Created and managed military and civilian user accounts to allow end users access to CHCS and AHLTA (CHCS II) (Composite Health Care System) database for approximately 1500 users at the National Naval Medical Center Bethesda
-Performed system functionality checks for both CHCS and AHLTA (CHCS II) on a daily basis
-Administered installs and upgrades to Windows 2003 Server
-Monitored system performance, troubleshooting application software and user database issues
-Worked trouble tickets using REMEDY help desk software where I resolved 120+ helpdesks tickets per month
-Served as point of contact to outlying sites with system administration issues for CHCS and AHLTA
-Served as a resource for identifying and solving computer related hardware and software problems
-Served as a Help Desk consultant
-Performed troubleshooting software and hardware issues to include the configuration and installation of terminal services as well as the installation of Random Access Memory (RAM) cards on Personal Computers (PC's) such as Dell, IBM and Compaq
-Complete hardware repair to the satisfaction of the customer
-Share an on-call rotation to support 24 Hours per day / 7 Days per week to ensure CHCS and AHLTA remain functional and available to end users at all times
-Utilize cell phone, pager, or other devices to provide/receive technical support
-Mentor team members as deemed necessary by management for the benefit of the team


February 1998-February 2002 Humana Military Health Services Hampton, VA
Beneficiary Services Representative

-Conducted training for new employee orientations on Tricare Managed Health Care Program provided by the Department of Defense (DOD)
-Educated and counseled military personnel and their dependents on their Tricare Health benefit plan concerning costs of plan, review of claims and coverage guidelines
-Assisted retirees with inquiries regarding enrollment fees, status of enrollment, payments posted to accounts and payment adjustments and the transfer of enrollment across regional boundaries
-Provided customer service to Tricare Health plan members, providers and employer groups by answering 100+ inbound calls on a daily basis regards to benefit questions, resolved enrollment and claims issues and educated beneficiaries on their health plan
-Processed enrollments into and disenrollment from the Tricare plan for beneficiaries, including the collection and processing of enrollment fees
-Met and greeted beneficiaries face to face to address their needs or concerns regarding their health care
-Exercised excellent written skills by addressing correspondences from beneficiary and providers
-Scheduled medical appointments using CHCS to enable beneficiaries to obtain medical appointments within the Military Treatment Facility (MTF) in which they were enrolled under the Tricare Prime option of their plan
-Updated CHCS database to correct beneficiaries demographics
-Determined eligibility using the Defense Enrollment Eligibility Reporting Systems (DEERS)

October 1990-July 1997 Admiral Joel T. Boone Branch Clinic Norfolk, VA
Medical Office Assistant/Health Benefits Advisor Assistant

-Scheduled appointments for approximately 100-160 patients via Composite Health Care System (CHCS) for approx 2 to 6 providers on a daily basis.
-Coordinated patient registration using the CHCS system
-Updated CHCS database to correct patients demographics and contact information
-Generated reports on the number of patients seen at the end of each day
-Prepared schedule for front desk administrative staff using a Personal Computer PC (Gateway) and Microsoft word application
-Verified eligibility for health care coverage using Defense Eligibility Enrollment Reporting System (DEERS)
-Authorized care received outside military medical facilities
-Obtained patient vital signs/medical history and assisted multiple providers with patient care and treatment in the examination rooms
-Performed EKG and Phlebotomy procedures


Security Clearance: ADP II (Public Trust)

Education: Currently pursuing a Certification in Information Assurance at University of Maryland University College (UMUC)

Completed Bachelor of Science degree in Health Care Management May 2007

Personal: Support Center Analyst Certification

References **References available upon request**

Certifications
See above


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