Requests
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Work Background
IntegrisManaged Services Concierge
Nov. 2024
IntegrisTechnology Alignment Coordinator
Mar. 2023 - Nov. 2024Bedford, Texas, United States
IntegrisProject Manager at Integris IT
Mar. 2022 - Mar. 2023Bedford, Texas, United States
IntegrisTechnical Project Coordinator
Feb. 2020 - Apr. 2022Bedford, Texas, United States
First Cash Financial Services, Inc.Service Desk Supervisor
May. 2017 - Nov. 2019Dallas/Fort Worth Area
Quatris HealthUpgrade Project Manager
Jul. 2014 - Mar. 2017
Quatris HealthProject Manager
Nov. 2013 - Jul. 2014
Quatris HealthPM Application Support Manager
Jan. 2013 - Nov. 2013Bedford, TXo Manage 15 employees
o Coordinate time off requests for 15 employees
o Define work processes for department
o Project manager for new phone system integration
o Project manager for new CRM software implementation and training
o Covered for VP of Customer Service as needed
o Administer and communicate phone system issues to vendor
o Communicate resolution from vendors to company employees
o Process license requests
o Maintain department calendar to ensure accurate phone coverage
o Manage after hours support schedule
o Compile monthly call statistics and distribute to employees
o Provide after hour support on rotating schedule
o Handle any other projects assigned o Coordinated and managed GoToAssist and GoToMeeting implementations
Final SupportDirector of Financial Products
Jun. 2011 - Dec. 2012o Manage 15 employees
o Coordinate time off requests for 15 employees
o Define work processes for department
o Project manager for new phone system integration
o Project manager for new CRM software implementation and training
o Covered for VP of Customer Service as needed
o Administer and communicate phone system issues to vendor
o Communicate resolution from vendors to company employees
o Process license requests
o Maintain department calendar to ensure accurate phone coverage
o Manage after hours support schedule
o Compile monthly call statistics and distribute to employees
o Provide after hour support on rotating schedule
o Handle any other projects assigned o Coordinated and managed GoToAssist and GoToMeeting implementations
Final SupportService Department Coordinator
Jul. 2003 - Jun. 2011o Schedule all new installs, reintegrations and upgrades
o Project manager for big installs o Act as a liaison between Application Specialist and Technical Specialists.
o Works directly with Technical Specialist for guidance in resolving technical issues within the service department.
o Prepare and administer necessary computer set-up for new and current employees
o Act as go-to person for Application Specialists when they have case or client issues
o Monitor incoming emails to the services team and assist in opening and updating cases
o Act as secondary dispatch and Senior Application Specialist when necessary
o Compile, organize, and distribute the daily schedule
o Ensure VP of Customer Service is aware of client issues
o Complete existing client database pre-loads
o Provide support for Analytics and Mobility software
o Administer and communicate phone system issues to vendor
o Communicate resolution from vendors to company employees
o Process Availity license requests
o Maintain department calendar
o Print, collect, and distribute time-off requests
o Act as liaison between service and development teams
o Maintain the schedules for Technical Specialist for reintegration, upgrades, and new installations
o Manage the after-hours schedule
o Compile monthly call statistics and GE Metrics report
o Fill in for VP of Customer Service when unavailable
o Provides after hours support on rotating schedule
o Handle any other items necessary when the need arises
Final SupportSupport Tech
Jan. 2003 - Dec. 2008o Responded to incoming service calls
o Research software issues
o Provide customer service
o Provided telephone training to customers
o Documented all customer information in case management system
o Maintain customer information in the case management system
o Troubleshooting and elevating cases to EDI or IT departments when necessary
o Create and maintain job aids for other team members use
o Create customer job aids to be used by all customers
o Escalated unresolved issues to the appropriate department for assistance
o Provide onsite support when necessary
o Provided after hours support on rotating schedule
o Act as secondary dispatch when needed
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