This unique opportunity, extended to me by management, allowed me to work part-time as aSupport Specialist II and part-time as a Business Analyst for Select Medical’s ServiceNowteam. As a Business Analyst, I created detailed requirements by communicating with severaldepartments; tested changes and enhancements to confirm requirements were met; created testcases for UATs; and documented sign-offs.- Gained extensive knowledge in TFS through daily work tracking.- Assisted in resolving bugs reported to the SN-Admins team through the Help Desk.- Continued development of interpersonal skills through working with several departments,developers, and managers in completing projects.- Documented detailed requirements from departments and communicated to developers toproduce desired software changes.- Conducted UAT and Trainings sessions.- Remained available to provide assistance to users after go-live of changes.- Active team player in completing assigned work in a timely manner, meeting scheduledtimelines of projects.

- Developed strong prioritization and multitasking skills through calls, chats, and self-service tickets. - Work closely with ServiceNow software by creating and resolving tickets and tasks, generating/running reports, recognizing trends, and authoring knowledge-based articles. - Consistently exceed set goals of Schedule Adherence, Productivity, Contacts, First Call Resolution, User Surveys, and Knowledge Article creation for both a Specialist I and II. - Effectively communicate and collaborate with all departments to resolve problems. - Troubleshoot and resolve problems related to healthcare software such as Medhost, MedDispense, LTRAX, TOC, Epic, Abbott, Merge/Pacs, BCX, TS, RT, etc. - Adher to SLAs by completing tasks in a timely manner. - Troubleshoot and resolve problems related to hardware such as desktops/laptops, tablets, cell phones, iDevices, and printer/scanners. - Direct and work with new hires in resolving common issues. - Lead new hire trainings on Medhost Clinicals and Merge/Pacs software. - Initiated identification of common trends and established solutions for decreasing call quantity.

Over the four years working at the West Shore Country Club, I grew from a young new hire to a trusted employee that was given multiple responsibilities, e.g. managing schedules and preparing management reports. I developed strong communication, analytical, and problem-solving skills and the ability to work in a team environment. - Resolved all member complaints or requests by listening, recording, analyzing information to determine creative solutions. Communicated those solutions to upper management and implemented the solution with the member.- Created and managed the weekly work schedule for the employees. - Answered all incoming calls and emails and prepared Tennis Pro Shop updates sent to all club members.- Liaison between the country club's chefs and the organizations sponsoring tennis events to ensure their catering needs were provided in a timely and quality manner.- Scheduled daily court rentals, taught tennis lessons, and maintained all court surfaces.- Ensured excellent customer satisfaction by conversing with and providing equipment and supplies to members using courts.- Demonstrated and sold new tennis equipment to customers and entered sales and customer information into a POS system. - Prepared monthly spreadsheets on court usage and total guests. - Pool Attendant, after Tennis Pro Shop shifts, provided customer service in food sales, entered sales and customer information into POS system, and prepared daily sales report.Mr. Frank Petre (717) 920-2897

Through working with Target Media, I developed communication skills in regard to technical subject matter with management level positions and customers. I learned the basics on how to receive customer requests, analyze them, and develop solutions. - Demonstrated current Sprint cellular products to the public and resolved device issues.- Received customer questions, categorized the questions into what the customer required from the company, and then analyzed and communicated possible solutions to management. Mrs. Joanna Blevins (717) 579-3604