Involved in the evaluation, testing and support the Company's imaging application software for in-house use, while supporting and maintaining distributed imaging systems enabling the Company to operate more efficiently. Worked closely with clients to ensure proper use of scanning technologies and business processes.Modify and update .Net, XML upload configurations, to receive log and clinical patient chart information to Envision servers, to be submitted to proprietary billing system. This information can come from various hospital applications, such as Epic, Cerner, Meditech, McKesson, etc.Use My SQL to audit or investigate certain support issues, user id that sent a batch, last time batch was received, what directory or folder batches went into, etc.Monitor the loading of electronic registration files and correction of loading errors through Data Integrator System.Troubleshoot Server, PC and application problems not resolved by Helpdesk, related to scanning software. Working with users and providing training if necessary.Maintain an inventory of scanning systems and related components and submitted requests to maintain inventories.Used Salesforce application to input interface data for all Envision hospital sites and service lines where billing was involved.

Responsible for providing support to Sunoco Marketing users within functional and technical area of expertise. This includes interacting with users to understand requirements, evaluating alternate solutions, resolving problem/issues, developing training materials, provide user training, communicating status and documenting system changes (i.e. new reports and functionality) to appropriate business levels in the organization. In addition, responsible for managing the Level II tickets. Project Management of small and medium sized projects based on effort involved and budget constraints. Monitor project progress, identify any issues and stay updated on developments using JIRA. Maintain and update Portal Contents, Alerts and SharePoint to ensure accurate information and eliminate clutter. Maintain Security Updates for users to have access to appropriate Business Functions. Work with clients to determine clear and concise Data Requirements. Provided QA of new system enhancements, implementations and defect fixes using UAT testing. Train new users on system, in collaboration with the Training Department and provide ongoing Application and Technical Support Support B2B Web Portal and 3rd Party Applications. Ability to multi task and manage multiple projects to success and completion Coordination of Requirements with Developers and Software Vendors On Call 24/7 in the event of Application Related Emergencies and Support the Execution of Contingency Plans

Responsible for managing individual case loads as well as being a single point of contact for the client. Perform end to end processing of customer’s affairs. Gather information, research and resolve participant’s inquiries. Process death cases for surviving spouses, beneficiaries and dependents in the allotted time based on SLA set forth by the client, Verizon. Communicate appropriate options to the customer, of services available, using such applications as Siebel, KForce, Benefits Administration 7, etc. Ensuring 100 % accuracy of affairs handling. Receive high scores of 90% or higher for telephone techniques and quality customer calls.

Serve as primary support liaison between company and customer. Provide application, desktop, printer and other types of support to customers by resolving complex functional and technical issues for in-house software, like Soarian, Invision and OAS Gold. Also supported job specific and generic applications such as NextGen, PeopleSoft, Kronos, McKesson, Active Directory and Outlook. Maintain log of problems so that recurring problems can be reported to product development. Provide recommendations for improving team processes and procedures.Maintained a customer satisfaction average of 7.0 or higher. Achieved first level resolution rate percentage in excess of 90 % Ability to take 100 + calls daily providing support to hospitals nationwide. Upheld the helpdesk standard of 85% ready time for taking calls.

Provided release and problem management support, defect prioritization, coordination of resolution for system outages and on-call support.Successfully led monthly software releases on time and within budget. Facilitated the implementation of new system enhancements by coordinating with quality assurance, software development and any other departments that were involved with an enhancement.Maintained regular communication with stakeholders to provide timely updates on project progress and ensure alignment with objectives.Increased productivity and customer satisfaction by suggesting a reordering of priorities that adversely affected the business. Reduced severity to business operations, due to taxing system issues by leading IT efforts in critical events disaster recovery

Managed incoming call volume, performed call monitoring, ensured service level agreements were met, interviewed potential new hires, conducted employee performance reviews and participated in on-call assignments.Reduced wait time so average speed of answer was 30 seconds or under and call abandoned rate was 5% or less by managing incoming call volume based on statistics viewed real time.Provided better quality service and customer satisfaction by performing call monitoring of team members.Ensured coordination of major system issues by functioning as supervisor on-call.Maintained service level agreements to a minimum of 75% by reviewing call metrics and emphasizing call tickets were entered for each call.

Provided advanced tier 2 level functional and technical support of proprietary software in order to achieve call ticket resolution in a timely fashion.Improved call ticket resolution time 20 % by providing second level functional and technical support in relation to inventory, transportation and billing systems utilizing proprietary software.Increased closed on first call resolution 50% by serving as a resource for the first level customer, functional and special request support departments Enhanced the department's abilities to troubleshoot and resolve issues by facilitating training and documentation.

Provided issue resolution at the tier 1 support level via incoming calls, emails, special request entry and call tickets. Reduced call ticket escalation to tier 2 support by providing technical and functional support in relation to the companies systems to both internal and external customers via telephone. Increased productivity of the special request teams by streamlining the clarification process of special requests for IT support staff. Improved call ticket accuracy and turnaround time by reviewing call tickets for content and accuracy. Also ensuring any ticket assigned to the department for longer than 3 days, were closed or reassigned to 2nd level support. Ensured a minimum of 2 hour response time for call ticket creation, monitoring the System Support mailbox.

Performed order entry, processed inventory report requests and assisted with specific customer needs. Expedited delivery requests by entering high volumes of requests for retrieval orders and other service related issues. Expanded customer service relations by responding to customer's inquiries regarding company contracts, rate schedules and pricing issues. Improved customer satisfaction by serving as an extension of account management support, completing requests for client inventory reports for customers.