• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions through SalesForce Service Cloud• Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization.• Create electronic custom forms with HTML/CSS/JavaScript that integrate with QSI Dental Web application, a Cloud-Based SaaS solution. • Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer.• Reviewed SQL Stored Procedures and understand the database structure in order to perform Sybase and SQL queries to locate the problematic source and correct the data.• Assist in QA Testing for products releases.• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Review department cases to assist with quick resolution and escalation• QA Testing for General and Product releases• Mentor and train team members • Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization.• Create electronic custom forms with HTML/CSS/JavaScript that integrate with Nextgen Electronic Dental Record (EDR) application• Reviewed SQL Stored Procedures and understand the database structure in order to perform SQL queries and SQL Server Profiler to locate the problematic source and data correction• Participated in multiple teams to work on various projects. Best Practice Documentation, Implementation and training of new support system, Software Defect review process

• Answers incoming calls; assists customers/pharmacies/physicians with orders and reorders, benefit eligibility questions and prescription status inquiries. • Escalates drug related calls to appropriate pharmacist. • Assist pharmacies and members on all issues related to processing of pharmacy claims.• Determines appropriateness of overriding pharmacy claims edits and error messages.• Coordinates internal resolution of claims exceptions and other issues. • Make outbound calls on prescriptions with hold orders and payment issues. • Assist with entering new prescription orders into system. Educating the customers on their benefits, formulary, and status of orders or claims. • Assisting the web corresponding team with answering emails in regards to web login issue and password reset. • Enter pharmacy claim override and audit retail pharmacy overrides on A6 booking with the use of AS400.

• Responsibilities include answering calls from the Automatic Call Distribution system in order to provide troubleshooting and technical support to Scantron's customers and employees. • Record and track customer problems and resolutions using call tracking software. • Work with Scantron's Product Managers, QA Department, Software Development Department, Hardware Development Department and Documentation Department in order to determine problem severity and plan a course of action on customer's behalf.• Provide product support to customers via telephone, e-mail, fax, or Web. • Assist in the creation and maintenance of a knowledge base for of Scantron's products.

• Responsibilities included maintaining and managing the Active Directory. • Fully understand and able to manage DNS, WINS, SMTP, Web, Printer, Terminal Server, Backup, Antivirus and all Windows-based server systems. • Gain strong technical troubleshooting experience. • Follow the CAB process to ensure Hardware and Software changes to go through the proper channel.

• Delivered quality and productivity customer service. • Worked with Excel spreadsheet of customer monthly payment histories. • Answered at most 100 calls a day and helped maintain permissions on out going letters for standardization.

• Responsibilities comprised supporting entire software network for this 10-employee company, including LAN technologies, Internet, intranet, and Ethernet systems. • Provided troubleshooting of network and server issues. • Proactively assisted with help desk duties, supporting printers, hardware, software and related technical issues. • Supporting and configuring MS Office 97/2000/2003/XP. • Additional tasks included answering phones, booking appointments and filing using database software. • Helped sterilize dental instruments and made teeth model for temps and crowns.