Gregory Dugan Email & Phone Number

Indianapolis, Indiana, Us

Indianapolis, In, Us

Indianapolis, Indiana, Us

• Support the information systems (IS) within Indiana University Health (IUH).• Responsible for ongoing system support, administration, maintenance, upgrades and currently the onsite vendor liaison for IUH. • Work closely with System Analyst Clinical users, IS department technical staff, and vendors.• Preformed all required break/fix actions or coordinate break/fix actions with the vendor. Tracks and records all break/fix actions and documents it for future training for new members.• Currently on an every four week on-call rotation. On-call involves making judgement on significate issues and communicating and escalation to management team. • Continually preforming system builds to and maintain or enhance existing functionality of IUH’s Clinical and Risk Management system called MCCM. • As MCCM is in the process of being sunset, I have taken on many other applications that I am proficient in. Such applications include Team Lead for Dragon Medical One, Dragon Medical Network Edition, Glucose Stabilizer. Other applications include, Cerner Power Chart Touch, Wellsky (Medilinks) and TeleTracking. • Demonstrates and promotes high quality customer service through problem solving process. Provide continuous feedback to our customers / clients who have request or tickets in.

Indianapolis, Indiana, Us

- Responsible for helping the company reach their vision of putting people and technology together to come up with a solution for our clients.- Promoted to Technical Analyst on April 1st 2012- Support is provided to all lines of business and for both Internal and External network requirements.- Resolve over 80% of users issues with a one call resolution.- Proficient in Microsoft Windows 7, Microsoft Windows XP, Microsoft Office 2010, Microsoft Office 2003, Citrix Client, AS/400, IBM I-Series Personal Communication, Ideal, Kredo, Webcharts, ShoreTel VOIP phone system, RDP & VNC Viewer.- Traveled to client sites to assist with any PC or Software issues they were having. - Provide support for the Solutions Healthcare data network and hosting service customers.- Work independently on major, complex projects with full competency. - Coordinate with both technical and non-technical staff and vendors on integrated voice and data applications.- Provide first line response for various computer or system issues.- Reset various passwords for various computer programs and networks.- Maintained network printers by providing technical support to clients with various printing issues.- Create standard operating procedure documentation, knowledge-base, and other instructional documentation as necessary. - Input data in to new help desk system such as clients location, clients names, and all client contact information.- Imaged computers to be deployed to various client sites.- Work closely with vice president on inventory of computer equipment as well as track all equipment received and delivered to our clients.- Responsible for day to day company finances by scanning incoming bills and invoices in to Webdocs and forward them off to our accounting to be paid or investigate the charges.- Being part of an on call rotation where every four weeks, I provided 24/7 technical support as part of our after hours agreement with our clients

Chicago, Illinois, Us

Started as a Claims Specialist in 2004 and then promoted to Specified Disease Claims Adjuster in 2005Reviewed cancer claims information for accurate claim adjudicationDetermined the specific level of coverage the insurer had by accessing various computer systems and at times had to pull their file to review their policy languagePaid or denied claims based on the coverage of the insured policyPlaced calls to various organizations to verify that the charge was legitimate Assisted with various computer issues for our team and helped them resolve any computer issues they may have had

Indianapolis, Indiana, Us

Started as an employee of Administar Federal in 2002 and then promoted to Anthem Blue Cross and Blue Shield in 2003Provided customer service to Medicare beneficiaries and their familiesCertified as a 1-800-Medicare representative in September 2002Answered general Medicare questions over the phone to beneficiaries in the continental United States and Virgin Islands and Puerto RicoPromoted to Tier II in October 2002As a Tier II, I provided options to beneficiaries as well as provide them where to turn in their local area for assistance with Agents, Carriers, State Medicaid Agencies and Health Insurance Counselors. Assisted with the training of new employees as they came out to the call center floor for the first timeWhen Administar Federal lost their contact with Medicare in 2003, I was selected to test out for a position with their parent company, Blue Cross and Blue ShieldClaims Processor II with Blue Cross and Blue ShieldReviewed claims information for accurate claim adjudicationResearched the specific level of coverage for our members using various systems to access their records and policy language to determine accurate payment decisionsReceived Certificate for Medical Terminology in February 2003Received Claims processing certification in March 2003

Dallas, Tx, Us

Assisted customers with their wireless communication needsAided with billing issues and educated on how to read their billsAssisted customers and employees with the use of their wireless device and service related questions they may have hadAssisted with the training of new employeesPromoted to Technical Support Specialist just after 6 months while maintaining my assistant manager titleProvide first line communications with customers by isolating and analyzing problems with their wireless device, system operation or educate with newly developed servicesProvided online roamer support, digital feature support and Octel trouble shootingRF fingerprinting maintenance and pre-paid cellular customer supportPrepared various management report summary reportsProvided basic training information on technological implementations and system enhancements Sent as a lead trainer and acting manager to help facilitate and open a new call center in Rantoul IllinoisWhile in Rantoul I trained approximately sixty people over the course of six weeksAssisted with the closing of the Indianapolis call center in May of 2002

Mooresville, Nc, Us

Responsible for daily operation of department and five employeesProvide customers 100% satisfaction Educated customers on their product choices and any information they may of soughtMaintained floor inventory by running daily, weekly and monthly reportsCreated price signage and labeling that was within my department and made sure the product was on the shelf for display or purchaseObtained O.S.H.A. certification and acquired equipment operator license on Forklifts and Cherry Pickers

Two Year Certificate, Business Computers

Diploma, General Studies