Katie L. Email & Phone Number

Minneapolis, Minnesota, United States

Managing various IT infrastructure projects; including, but not limited to:Office/network re-locationsSystem ImplementationsServer/client upgrades and troubleshooting

Eden Prairie, Minnesota, United States

Eden Prairie, Mn

-Implement new clients and provide application support/troubleshooting for Backup and Disaster Recovery as a Service -Exposure and experience with Cloud Hybrid platforms (combining on-premise and cloud-based solutions) and Solaris10 with ZFS pool and NFS server-Refining personal knowledge of Windows-based troubleshooting, disk and storage technologies, network administration and protocols, security applications and impacts, network infrastructures, linux command line, server administration-Extensive work with virtualization technologies, including: VMWare, Hyper-V, and VirtualBox

Newbury Park, California

EMR Product Support

Goleta, California

Carpinteria, Ca

-Relocated to CA to manage and build the support team at the Carpinteria, CA headquarters -Interviewed, hired, trained, and successfully managed more than 20 employees in less than 6 months-Direct reports handled an average of 120 new tickets per week while holding at a customer satisfaction rating of 95% or more and also making time to educate themselves on new features released daily-Initiated and oversaw development of a Quality Assurance program to provide growth opportunities and a tool for team/individual evaluations-Delegated an official on-boarding plan for support hires across our regional offices to ramp employees in a consistent and more effective manner

Willmar, Mn

-Became proficient in the Procore product suite and immediately gained rapport from my team by diving into support tickets on day 1, maintaining professionalism and requiring little to no training-Handled 20+ phone, email, and live chat technical, training, and general customer support issues per day-Refined and created new process and procedure guidelines

Greater Minneapolis-St. Paul Area

-Gained a thorough understanding of their project management software-Developed training plans, documentation, and self-help videos-Managed new client implementation and administered initial training to power users via remote desktop software

Minnetonka, Minnesota

Provided health plan eligibility and benefits for Medica Health plans, including Medicaid and Medicare cost-sharing/replacement plans

New York, Ny

Cultivated a proficient understanding of the MicroEdge product suite. Worked remotely and as part of a team to resolve technical and functional questions from clients via phone, email, and remote assistance applications. Documented all client interactions including troubleshooting steps, resolutions and workarounds in CRM. Gained experience supporting clients working in SQL Server and CITRIX environments.

Minneapolis, Mn

-Initiated and led the creation of a “Customer Support Handbook”, detailing responsibilitiesand processes of the department, and now used as an employee training and reference tool-Developed an implementation procedure for software releases, standardizing workflow andproviding smoother transitions for existing customers-Performed testing of software upgrades to proactively address product defects and anticipateconcerns-Worked with Implementation Manager to develop training materials and presentations forAugusoft customers and staff-Responded to customer questions and issues with urgency, consistently achieving thehighest levels of productivity

Golden Valley, Mn

Monitored regional email box to provide support to sales reps and submit new requests for proposals. Ensured receipt and delivery of critical underwriting documentation in a timely manner. Updated Siebel (CRM) to reflect changes/additions to quote requests. Packaged all quotes into client-ready templates, formatting as needed.

Plymouth, Mn

Licensed life, accident, and health insurance agent in 46 states. Developed and maintained an individual medical sales portfolio. High-paced, inbound/outbound telesales. Successfully completed intensive insurance principles, products, and sales training.

Plymouth, Mn

-Identified best practices, increasing coordinator productivity and contributing to increasedsales of more than 40% in 2009-Initiated and executed training to clarify policy billing procedures, increasing retention ratesand potential agent compensation-Acted as liaison between sales agents, underwriting, and prospective clients to coordinatereceipt of application requirements, acquire payments, provide current status-Achieved unsurpassed results, quickly gaining trust and praise from sales agents andmanagers-Completed health insurance products and sales training

Plymouth, Mn

Provided customer support for Small Group insurance; resolving claims, billing issues, and policy changes. Assisted with understanding policy benefits and claims processing. Took 80+ inbound service calls daily while consistently meeting quality and service level requirements.

Bachelor Of Arts (B.A.), Management Information Systems, General

Aa, Liberal Studies

Activities and Societies: Dean's List for Fall 2005 semester. Participated in PSEO (Post Secondary Educational Option) while meeting HS.