Clinical Mental Health Counseling

· Designed Excel forms for daily financial reports including embedded formulas to calculate totals of cash and coin.· Double-checked cashiers' counting of four drawers daily.· Exchanged small bills and rolls of coins with Trading Post staff throughout the day as needed.· Combined income from four drawers into single-day deposits six days a week.· Deposited all Headquarters and Trading Post income throughout camp summer sessions.· Delivered both electronic and hard copy daily reports identifying specific income streams relevant to Grand Canyon Council budgetary interests.· Created forms to assist cashiers in counting drawers and preparing "left-in" amounts.· Assisted in training of Trading Post staff to improve accuracy of counting change and drawers.· Tracked $11,000 in petty cash payments and receipts and submitted reports to Council.· Submitted requests for reimbursement checks for individuals who had used their personal accounts to purchase supplies and training for Camp Raymond.· Regularly counted and tracked $8000 in safe contents and maintained physical and social security protocols to prevent theft and loss. · Restored confidence in the office of bookkeeper and maintained excellent relationships with Trading Post, Headquarters, and Council staff.· Documented my forms, reports and procedures to promote future camp bookkeeper success.

· Provided excellent customer service to users of Parchment's proprietary electronic credential request platform.· Responded to requests for support submitted via electronic forms and phone calls.· Handled escalated issues from Tier 1 as needed.· Tested and submitted software improvement requests to the development teams.· Calmly and professionally handled the occasional walk-in customer support request.

· Researched and delivered in-depth technical and topical information as the primary point of contact for 7 state health department clients.· Tested, reproduced, and escalated software issues to Java and HL7 developers.· Identified and solved data issues for state clients by writing SQL queries and update statements, and escalated larger Oracle database issues to the database team.· Tested and resolved HL7 syntax errors for state clients.· Conducted biweekly conference calls with state clients to discuss open issues in Jira ticket tracking software and Agile boards.· Documented Level I and Level II Answer Desk procedures.· Trained new Level I and Level II Answer Desk staff on supporting STC-developed and maintained software and cloud-based solutions.· Participated in CEO Mike Popovich's American Flu Fighters campaign by attending flu shot clinics where I provided patients with information on accessing their families' immunization records in the Arizona state immunization registry either through direct access by a medical provider or STC's MyIR software, available for free to consumers in participating states.

· Resolved a high percentage of 25-30 daily phone, email, ticket and walk-in support requests on the same day· Supported more than 2500 thin clients, desktops, laptops, tablets, smart phones, and printers · Created, updated, disabled and terminated network and software-specific accounts· Resolved errors and how-to questions on Microsoft, AS400, and DriveTime-developed auto sales software· Performed initial troubleshooting of issues on LAN, WAN, Exchange, security, and terminal servers · Provided excellent customer service and documentation

· Resolved 98% of 20 daily phone, email, and walk-in requests on the same day· Repaired and supported 400+ users' desktops, laptops, and printers · Created, managed, and terminated user network and software-specific accounts · Resolved errors and how-to questions on Microsoft and mortgage-industry software and connectivity issues · Assisted server and network admins with troubleshooting and resolving issues on MS Exchange, Citrix, data, and domain servers

· Repaired and maintained 190 networked printers in 15 buildings, 4 separate locations · Managed >20 Service Requests for printer MACs, involving up to 12 groups in 4 companies · Revised spreadsheets and workflows used to manage MAC projects · Maintained inventory of printers, toner, spare parts and maintenance kits in 15 buildings · Communicated with OSAs in the US, UK and France to coordinate procedures & troubleshoot · Utilized Visio and Adobe to update and publish maps of locations of printers

· Certified as a DSCE Dell technician · Resolved 10-20 hardware warranty support calls per day, 1st 6 months · Resolved 5-12 escalations per day, next 4 months · Performed duties as a Subject Matter Expert including: Assisted inbound agents with level II and III technical troubleshooting Assisted team lead with administrative responsibilities Achieved "Champions" level ranking

· Produced 25+ reports per month for financial institutions: Monthly Metrics: System availability, OS update status, issues, call volume, QA, virus, SPAM, Internet usage, issue break-downs by category, type, repClient IT Risk and Health Assessments, Network Documentation, and Policies & Procedures · Documented and created new procedures, reports, and templates· Reported ticket trends and upcoming activity to weekly status meetings for 4 major clients · Revised proposal documents, existing templates and instructions

· Supported 600+ employees in Windows 2K and XP environment with 15+ laptops using VPN · Resolved 60% hardware issues, 40% software and networking · Utilized hardware vendors, online research tools and team knowledge · Received support requests via Remedy’s HTML form, phone and email · Documented, tracked and reported on support requests using Remedy · Coordinated dozens of moves of users between cubicles and offices · Developed user training documentation for new procedures · Analyzed, improved and documented Help Desk procedures

· Completed CompTIA A+ certification · Provided phone support for 2500+ salespeople and administrators · Documented support requests and follow-up in Vantive · Researched solutions in a Primus knowledge database · Troubleshot hardware, software, and connectivity issues of IBM Thinkpads

· Resolved 99% of Cable One.Net customer Internet and connectivity issues on first call

· Managed Help Desk (6 analysts) during supervisor absence · Interviewed applicants for customer service and Office knowledge · Resolved 20-40 support requests per day, up to 95 on heavy days · Responded to requests received via email, telephone/ACD and walk-in · Tracked client requests from initial contact through resolution using HEAT · Regression-tested new hardware & software: Win 3.1/Office '96, NT/'97, 2000/'97, 2000/XP · Regression-tested +40 other application and template upgrades · Supervised Palm software upgrade roll-out team · Pursued internal and external training on software and communication