Remote Desktop Management Agent Perspecta – NMCI Service Desk/Boise, ID/2019-2020• Support the Navy Marine Corp Intranet by handling escalated calls and resolving issues in areas such as Exchange, Printer Server, Application installation, Operating System troubleshooting and support. • Review Knowledgebase documentation for accuracy and provide feedback as needed to correct issues.Tier 2 Team Lead Perspecta – NASA ACES Support/Boise, ID/2015-2019• Coordinate with Incident and Problem Management to review and identify potential issues for investigation. • Provide information and communication to Tier 2 team to ensure best practices are followed to resolve customer incidents. • Monitor Tier 2 team performance to ensure proper adherence to required processes, provide training and coaching as needed. • Run reports in support of Incident Management and present as needed to leadership in backup capacity for Incident Management.Tier 2 Agent Perspecta – NASA ACES Support/Boise, ID/2013-2015• Assist with the resolution of customer issues received either by phone call or incident report. • Used remote support tools to access customer systems and provide direct support in resolution of issues with desktop programs. • Provided Queue Management and technical direction to fellow agents as required to assist internal account leadership.

November, 2009: As a temporary employee through Express Personnel I began an assignment for Klamath County Fire District No. 1, in May of 2011 I was hired by KCFD1 and received the title of Lead Ambulance Billing Specialist.My responsibilities include:weekly posting of payments from patients and insurance; preparing and sending claims;research and resolution into issues involving denied claims; taking payments from patients both over the phone and in person; answering questions and resolving problems patients may have had with insurance claims.October, 2010: I received in-house training on the coding of ambulance claims.Increased responsibilities include:overseeing all aspects of the EMS Billing Department;review of Pre-hospital Care Reports;coding and billing of claims; andposting of payments from patients and collection accounts.

In February 2003 I was hired by McKesson to work on the Premier Support Team handling technical issues for technical support for software companies providing Healthcare solutions for claim filing and remittance advice processing. My responsibilities included:Answering phones and solving first tier issues;Researching and reporting back solutions that required programming and oncall resources;Researching issues involving missing or delinquent claims, both internally and externally with payers via their technical EDI teams;Reviewing significant programming issues and recommending solutions to programming management;Education and training of both new agents, internal and external customers in all aspects of Healthcare claims processing; andDrafting and posting of public communications to external clients.In September of 2008 I moved to a contract position supporting the research line remotely from home while making the transition to living in Klamath Falls. Responsibilities remained the same.