Jay Downes Email & Phone Number

Member of the Source Medical management team with the key responsibility of executing a Call Center service platform capable of providing best-in-class service to customers using Source Medical software designed for specific segments of the medical industry. A key role contributing to implementing Call Center strategies at Source Medical focused on driving productivity, quality, responsiveness and first-time resolution across the team. Partners closely with departmental leaders to better understand customer needs and how our software technology delivers value.Departments-Support Services - Call Center/Technical SupportTechnical DocumentationBilling and ComplianceState/Federal ReportingSoftware Distribution & Client CommunicationE- Portal AdministrationQuality AssuranceCustom Coding Forms Development2012 Baltimore User Conference Keynote Speaker2009 Las Vegas User Conference Speaker/Trainer2008 Nashville User Conference Consultant/Trainer

• AdvantX/Vision Surgical management software troubleshooting• Customer Service/ Call center• Internal and external training• Pivotal CRM documentation and reporting• Microsoft SQL administration and maintenance• Software quality and acceptance testingAdditional Roles• Specialty Hospital time and materials billing• Custom reporting• Code Manager updates• State Report training, and implementation• State Report bug resolution testing• Knowledge Base author• Design and internal training and testing UB04 and HCFA 1500 forms• Surgical Hospital internal staff training• Creation of internal training documentation• External department liaison to support

• Advanced AdvantX Surgical management software troubleshooting• Customer Service/ Call center• Internal and external training• Pivotal CRM documentation and reporting• Software quality and acceptance testing• Lead state report representative

• AdvantX Surgical management software troubleshooting• Customer Service/ Call center• Live call handling • Pivotal CRM documentation and reporting• Software quality and acceptance testing

• Assembly, installation and service of plotters, scanners and copiers• Print sever setup, support, and troubleshooting• Configuration of new equipment with current network infrastructure• Resolution of network connectivity and permission level access issues• Training of IT staff and end usersOnsite and phone hardware and software supportComputer and Network Administrator• Configuration of Firewall and network security solutions to prevent external and internal viruses, spyware, rootkits and unauthorized intrusion• Monitor redundancy in network for data recovery and fault tolerance• Upgrade hardware to maximize network efficiency• VPN, Internet, and Intranet connectivity• Train and support staff on computers, network and reprographic equipment• Assemble, install and service hardware, software, upgrades/updates• Repair and maintain printers• Establish and administrate customer MS Access accounts.• Equipment sales and demonstration

Art

Music Education

Microsoft/Comptia Certifications

Activities and Societies: Exam 70-270 Installing, Configuring, and Administering Microsoft Windows XP Professional Exam 70-290 Managing.