Act as primary account contact to county and state governmental parties providing social entitlement programs to in need demographics such as Medi-Cal, Medicare, Medicaid, HPAC and CalFresh. Invested in being the client and company’s intermediary. Oversee the health and maintenance of client account. Analyze, document, deploy and implement environment improvements, projects and bug fixes. Acts as internal 3rd level technical advisory on intricate or difficult issues. Act as Subject Matter Expert and Product Owner for client space. Consult on and distribute policy level decisions for government social entitlement programs. Coordinate with business development teams to execute break fixes, system enhancements and client programs. Maintain and write knowledge transfers, educational presentations and train others on client environments. Act as SME for enrollment and eligibility for client program environments. Serve as Roadmap owner for large scale technology projects, coordinate, map, assist in design, testing, documentation and implementation of these projects. - Specializations in Medi-Cal, Medicare, CalFresh and state/county based social entitlement eligibility, policy and programs- Daily use of SQL database for solution based data gathering- Liaison between Alluma and government social entitlement entities- Analyze, forecast and develop improvements to process, documents, solutions and account relations.- Analyze and resolve escalated level client issues and assist peers with same- Develop, track, manage and implement internal and external projects- Develop and author business requirement documents, functional specification documents, and functional requirement documents- Coordinate and participate in active UAT/QA testing efforts across technology platforms- Consult with QA and development departments on client business requirements on a daily basis- Balance multiple clients and their needs with internal projects to deliver solutions in a timely manner

Provide excellent and timely customer service to end users requesting support for proprietary products. Troubleshoot and remotely repair systems offsite. Train and orientate new hires. Develop and execute new process. Write and maintain knowledge base articles. Aggressively leverage technology to identify and resolve areas of growth opportunity within the department:- Networking resolutions (VPN, routers, line running, network maintenance)- Heavy remote technical assistance with end users of various skill- Bash and Linux- Service request fulfillment- Diagnose and plan resolution for hardware and software issues- Assist team members with escalated issues- Assist Supervision with escalated projects and innovations- Report, diagnose and resolve developing trends- Maintain SLA of 24hr response rate and 48 hour resolution rate- Schedule and manage on site technician repairs- Develop training and distribute to team for new product roll outs

Calls Per Day: 60-100Customer Satisfaction per month: 94.7%After Call Work: 45sCall Handling Time: 5m 18sResolution Rate: 95.5%• Provide excellent Tier 1 and Tier 2 technical and administrative services/support for client IT needs with full understanding of Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment. • Service channels include Phone, Web, and Chat. • Assists clients with service request fulfillment, technical resolutions and information technology Incidents involving desktop, laptop, network, wireless device or other various technological Incidents. • Troubleshoot desktop and mobile computing devices, network and peripheral issues, smart phones, Air Cards, tablets and laptops; identify and engage needed resources to remedy problems• Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff while working on a Tier 2 network support team. Working with Active Directory, Windows Permissions, Network Fundamentals (TCP/IP, DNS, DHCP, Ethernet, Network Printers, Outlook and Microsoft Exchange systems.Technical Skills Used: Microsoft Office Suite (2010/2013 heavy technical support)--BMC/SMC Remedy-- PIMS--ADUC (heavy)--MobileIron--RSA tokens--NetOp Host/Guest--Network Drive Sharing --Citrix--Ricoh Printers

Medical technology technical support. Troubleshoot medical devices and programs. Process and track progress of repairs to devices. Assist with associated projects. Answers communications with customers. Maintain first call resolutions. Skills Used: Salesforce - Kaseya - Outlook - Share Sync - Surgicount Software - Surgicount 360

Provide comprehensive technical support to internal clients. Maintain ticketing systems, active directory systems and monitor servers Submit and process tickets for security certificates, incident tickets and service requestsAssist clients with technical issues and troubleshooting applicationsCorrespond and communicate with clients from internal and external locations. Monitor servers and RIGs, notifying parties when issues arise. Maintain identity management and ticketing systems Skills UsedActive Directory -- VMWare -- VMWare Administrator -- SalesForce -- BMC RemedyForce -- Mobile Iron -- Windows -- Security Certificates -- Active Directory -- Dameware -- ticket processing

Assist customers with resolving technical issues with all iOS (iPhone, iPad, iPod), Apple ID issues as well as resolve issues with the utilization of iTunes on all operating systems. - Maintain a call handling time below department standard ( standard: 13m, 12month average: 9.61m)- Maintain a customer satisfaction score minimum of 90% (12ma: 97.3%)- Maintain an escalation rate of less than 12% (12ma: 4%)

Direct and coordinate the company presence within the California, Nevada, Washington, Oregon and Arizona region by attending conventions, open air marketplaces and other vending events.- Provide excellent customer service to retail clients as well as wholesale clients within the territory - Oversee and manage sales presence. - Establish and execute marketing techniques, client base, inventory management and financial accounting.- Hire, manage and train revolving team of 3-4 individuals. - Manage expense fund and conduct expenditures in a cost effective manner.

Owner

Assist customers in finding and joining group tours and trips all around Europe with other American families.- Manage and administer communications for a team of four Travel Consultants. - Maintain a meticulous front office - Vacation sales increased 11.4.% within a 6 month period- Group Vacation Package sales increased 19.8% within a 6 month period- Vendor management. Acquired 42 new contacts with a production value estimated at $800,000 over the 3 year working period.

Assist customers in placing orders, tracking orders and trouble shooting catalog orders. Assisting CSRs with database issues and program questions- Maintain a 10 minute or less call average- Maintain a customer satisfaction score minimum of 90%- Received 30+ customer satisfaction awards in work period- Promoted from CSR to Shift Lead- Responsible for 10 – 15 CSRsHighest rated shift team for 4 months running