Licensed contract position, assisting Medicare-eligible individuals in selecting the right United Healthcare products and services. Fielding questions, providing education and knowledge about coverages, annual changes and providing assistance with enrollment, during the open enrollment season.

Proficient in technical customer support, training , information and operational research, phone support and quality assurance. Subject Matter Expert of office equipment and associated software applications.

Technical training of engineers & technicians providing support to customers and service representatives on multifunction copiers, fax machines and laser printers. Instruction included machine setup, machine networking, machine operations, machine options, troubleshooting and resolution of machine problems. I trained employees on the following brand names; Canon, Konica-Minolta, Toshiba, Sharp, Brother, Muratec, Okidata and Matsushita.Training supervision and record keeping of department technicians and engineers. Call monitoring and coaching of department technicians and engineers.Technical writing of training guides, instruction sheets and problem reports using Microsoft Word, Excel, Paint, Adobe Acrobat, PaperPort and Desktop Document Manager.Developed, implemented and maintained a department reference knowledge database to assist company support engineers and technicians in the performance of their duties. This knowledge provided links to user guides, service manuals, instruction sheets, FYI’s, problem reports, machine configurations, supply lists and more for over 75 different machine models. Development and maintenance was done using Microsoft Word, Excel, Power Point, Adobe Acrobat, PaperPort and Desktop Document Manager.Subject Matter Expert (SME) for company knowledge bases using Primus Knowledge Base and Lotus Notes. Verified, edited and approved problem resolutions for copiers, faxes and laser printers, submitted by company engineers, technicians and field representatives.Provided Tier II support for customer support engineers, technicians and field service representatives. Creation of instruction sheets, machine problem reports and training guides using Microsoft Word, Excel, Power Point and Adobe Acrobat. Service call dispatch, closing and records monitoring using Oracle and Oracle Discoverer databases. Maintained copiers, fax machines and laser printers used by technical support staff.

Tier II support for customers, company engineers, technicians and service representatives with local or network connected copier, fax and laser printers. Dispatched and closed service calls using Oracle database. Compiled service reports using Oracle Discoverer database. Handled calls on the following brand names; Canon, Konica-Minolta, Toshiba, Sharp, Brother, Muratec, Mita, Okidata and Matsushita.Advanced troubleshooting, problem resolution and R&D of company products and machine options. Supervision support of department employees. Customer and service representative support training for department employees. Submissions of machine instruction sheets, FYI’s and problem reports using Microsoft Word, Excel, Power Point and Adobe Acrobat.

Tier I service representative support and Tier I & II customer support on brand name Brother, Muratec, Mita, Okidata and Matsushita fax machines. Support included local or network setups, use of machine, machine programming, troubleshooting & resolving machine problems. Most fax machine problems corrected using proprietary remote computer applications allowing settings manipulation and firmware upgrades. Dispatched service representatives using Rumba Data Access system.

Tier I & II customer phone support for Matsushita, Mita, Okidata and Muratec brand name fax machines. Support included setups, use of machine, machine programming, troubleshooting & resolving machine problems. Used a proprietary remote computer applications allowing settings manipulation to correct fax machine problems. Dispatched service calls using company proprietary database system.

Tier I customer phone support for Matsushita, Mita and Muratec brand name fax machines. Support included use of machine, programming, troubleshooting & resolving customer issues and dispatching service representatives using company proprietary database system.

Setup, cleaning and maintenance of cosmetic product filling machine lines. Assisted other employees during the filling process.

Electrical and mechnical repair, modification and assembly of nuclear detection and sheilding products. Quality assurance inspection of incoming products. Routing products returned for repair, credit or exchange. Preparation for shipment and stock control of radioactive products. Radiation monitoring of storage areas. Proofreading and editing of product manuals.