Roy Duncan Email and Phone Number

* Advocating, monitoring and coordinating Medicaid and non-Medicaid services for individuals on Kentucky Waiver Programs: Support for Community Living (SCL) and Michelle P. Waiver (MPW).* Participation in development of the client's service plan.* Establishment and maintenance of case records.* Reassessment and follow-up crisis assistance planning.* Presenting annual and monthly paperwork for Medicaid processing. * Scheduling and facilitating team meetings.* Dealing with difficult and time sensitive situations. * Mediating between clients, guardians and support providers. * Practicing time management daily. * Responding quickly to client, guardian and support providers needs. * Active listening and support.

* Provided training in the area of work readiness, job obtainment, and technology to individuals with barriers to employment. * Created and implemented unique strategies in teaching and training catered to each individual’s personal intellectual development. * Collaborate with Case Managers and Care Providers to develop personal and professional goals to participating clients. * Document progress reports and records of individual's experiences to build towards achieving goals and expected outcomes.

* Problem solved any and all customer, client, and vendor related issues for an independently owned men’s clothing store. * Serviced, configured, and maintained all office and store technology including laptops, iPads, printers and mobile phones. * Created and implemented all social media marketing and promotional advertisements and campaigns. * Processed sales orders and maintained client database.

* Provided account management, administrative assistance, customer service, and technical support to IBM project managers and 4000 field technicians across the country.* Coordinated all departmental wireless services including managing service plans, activations/deactivations, software upgrades, and provisioning devices for optimal use.* Maintained and updated internal database and records for client base and project managers. * Acted as liaison between clients and outside vendors (AT&T, Verizon, UPS, Fed Ex). * Managed local area office and on-site tech inventory. * Supervised device refurbishment schedule and audited service invoices for accuracy and issues. * Coordinated shipping and receiving of on-site inventory to and from clients, outside vendors and third party companies. * Updated company billing, information and services through carrier enterprise sites. * Served as project coordinator for a Corporate Managed Program (CMP) project between IBM and e-Cycle, a tech recycling company.* Trained clients on proper use of technology and troubleshooting their issues while on assignment. * Supervised and trained support staff.* Co-authored and edited training manual for support staff for training policy, procedure and software.* Assisted and co-manged large scale tech deployment projects.

* Researched billing and payment discrepancies for Kentucky Cabinet for Families and Children in a production-based, deadline-oriented office environment.* Independently performed data entry and scanning of financial data.* Worked as part of a cross-functional team and collaborated cross-departmentally to meet daily goals. * Consistently earned performance based incentives for speed and accuracy of data processing.

* Assisted in the creation and successful implementation of a training evaluation tool used by state government in statewide trainings. * Extracted data from training evaluations using scanning equipment and uploaded data into SPSS, a statistical software program. * Maintained training database and training log of results. * Researched methodology and drafted forms for committee approval and pilot testing.* Supervised student and part time workers in research center.