Hilary Stapleton
Library Technician - Substitute at The John P. Holt Brentwood Library- Claim this Profile
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Hebrew Native or bilingual proficiency
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Italian Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Susan O'Brien
Hilary was a trusted and competent advisor. She always worked our issues through resolution and then took the extra step of helping me understand the functionality. Sharing of her personal skills and expertise helped me progress and further develop my own technical knowledge of the HealthStream system. She was a great asset to her clients!
Kate Kulig, CAPM, CSM
I worked with Hilary in the same division at WebMD/EmDeon and in different, but frequently overlapping divisions at HealthStream. In both places she shone due to her tenacity at getting to the heart of a problem and not stopping until she got there. I've seen her pick up 6 proprietary software systems and become a solutions-driven expert. Desktop support can be especially challenging when dealing with new users, and HIlary always kept things calm, cool, and professional. Her customers love her. If you collaborate with Hilary on a project, you can be sure she will be doing more than her part and always keeping an eye on the big picture. In addition to her regular duties at HealthStream, she also picked up the unpleasant job of working, for lack of a better word, "cold cases" where others could not have solved a problem.
Susan O'Brien
Hilary was a trusted and competent advisor. She always worked our issues through resolution and then took the extra step of helping me understand the functionality. Sharing of her personal skills and expertise helped me progress and further develop my own technical knowledge of the HealthStream system. She was a great asset to her clients!
Kate Kulig, CAPM, CSM
I worked with Hilary in the same division at WebMD/EmDeon and in different, but frequently overlapping divisions at HealthStream. In both places she shone due to her tenacity at getting to the heart of a problem and not stopping until she got there. I've seen her pick up 6 proprietary software systems and become a solutions-driven expert. Desktop support can be especially challenging when dealing with new users, and HIlary always kept things calm, cool, and professional. Her customers love her. If you collaborate with Hilary on a project, you can be sure she will be doing more than her part and always keeping an eye on the big picture. In addition to her regular duties at HealthStream, she also picked up the unpleasant job of working, for lack of a better word, "cold cases" where others could not have solved a problem.
Susan O'Brien
Hilary was a trusted and competent advisor. She always worked our issues through resolution and then took the extra step of helping me understand the functionality. Sharing of her personal skills and expertise helped me progress and further develop my own technical knowledge of the HealthStream system. She was a great asset to her clients!
Kate Kulig, CAPM, CSM
I worked with Hilary in the same division at WebMD/EmDeon and in different, but frequently overlapping divisions at HealthStream. In both places she shone due to her tenacity at getting to the heart of a problem and not stopping until she got there. I've seen her pick up 6 proprietary software systems and become a solutions-driven expert. Desktop support can be especially challenging when dealing with new users, and HIlary always kept things calm, cool, and professional. Her customers love her. If you collaborate with Hilary on a project, you can be sure she will be doing more than her part and always keeping an eye on the big picture. In addition to her regular duties at HealthStream, she also picked up the unpleasant job of working, for lack of a better word, "cold cases" where others could not have solved a problem.
Susan O'Brien
Hilary was a trusted and competent advisor. She always worked our issues through resolution and then took the extra step of helping me understand the functionality. Sharing of her personal skills and expertise helped me progress and further develop my own technical knowledge of the HealthStream system. She was a great asset to her clients!
Kate Kulig, CAPM, CSM
I worked with Hilary in the same division at WebMD/EmDeon and in different, but frequently overlapping divisions at HealthStream. In both places she shone due to her tenacity at getting to the heart of a problem and not stopping until she got there. I've seen her pick up 6 proprietary software systems and become a solutions-driven expert. Desktop support can be especially challenging when dealing with new users, and HIlary always kept things calm, cool, and professional. Her customers love her. If you collaborate with Hilary on a project, you can be sure she will be doing more than her part and always keeping an eye on the big picture. In addition to her regular duties at HealthStream, she also picked up the unpleasant job of working, for lack of a better word, "cold cases" where others could not have solved a problem.
Experience
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The John P. Holt Brentwood Library
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United States
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Libraries
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1 - 100 Employee
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Library Technician - Substitute
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May 2019 - Present
Provide Patron and Departmental Support in all required categories: Shelving, Customer Support and Education and Internal Projects working on-demand according to the needs of the Children's Library Provide Patron and Departmental Support in all required categories: Shelving, Customer Support and Education and Internal Projects working on-demand according to the needs of the Children's Library
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HealthStream
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Operations Specialist Strategic Accounts
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May 2006 - Aug 2014
Provided upper tier SaaS support, issue resolution, best practices, build customer confidence and relationships and customer retention for an assigned Strategic Customer Accounts base of highly regarded Acute Care Hospitals nationwide. Worked externally with same customers via email, phone and WebEx to foster successful outcomes through eLearning delivered to their employees on the HealthStream Learning Center and HealthStream Performance and Competency Center platforms. Internally, I championed my customer's issues and concerns with Management and our Systems Developers to provide resolution for any identified application software irregularities. This required a quasi Project Management mentality and process to keep awareness and timely resolution in the forefront and regular updates on the outstanding items to the customer. Show less
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CHD Meridian
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United States
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Hospitals and Health Care
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IS Analyst Product Support
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2005 - 2006
Provided technical support to Occupational Health account managers via CITRIX with the knowledge of OHM Occupational Health Manager software. These 17 accounts were onsite at Manufacturing facilities located mostly in the Southeast US. Provided technical support to Occupational Health account managers via CITRIX with the knowledge of OHM Occupational Health Manager software. These 17 accounts were onsite at Manufacturing facilities located mostly in the Southeast US.
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WebMD
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Technology, Information and Internet
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700 & Above Employee
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Desktop Support Analyst - Healthcare and Dental eClaims
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2001 - 2005
Supported Medical Provider and Billers eClaim file submissions to Emdeon Business Services, the largest Electronic Healthcare Claims Clearinghouse in the country. This support included troubleshooting files and formats created in 3rd party software applications as well as Emdeon's proprietary online Hospital Claim apps - WebMD Office and installed WebMD GCX. Performed remote file transfer, mapping and installation of application upgrades via Symantec PC Anywhere. In addition to Healthcare Claims, I supported the Eaglesoft Dental Claims queue, identifying and resolving the same data errors found in Dental Claims format to enable customer to correct and resubmit files for expeditious reimbursement. Use of reference guides for CPT, ICD, HCPC and CDT Coding was required. Show less
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JetBlue Airways
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United States
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Airlines and Aviation
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1 - 100 Employee
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JetBlue Crew
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1999 - 2000
As a member of the JetBlue Start-Up team (the first destination for the airline) I was tasked with performing Ticketing, Gate and Baggage Services duties. I also served as the airline's Station Liaison to the Broward County Airport Department and JetBlue's Headquarters to facilitate communication and information sharing between the two entities. As a prior airline employee I assisted new employees with On the Job training to provide a consistent performance level resulting in Customer Satisfaction. Show less
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American Airlines
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United States
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Airlines and Aviation
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700 & Above Employee
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Airport Ticketing and Sales Agent
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1988 - 1990
Electronic Ticketing, Baggage Service and Sales using the SABRE Travel Network computer reservations system (CRS). Frontline Customer Service contact and conflict resolution. Promoted travel on American above all others with successful Revenue Conversion from other carriers.
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International Customer SABRE Representative
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1985 - 1988
Served as a member of the International SABRE Sales and Service Group located at American's Headquarters in Fort Worth Texas. Our job was to resolve contract and field issues for American Airlines Sales Staff working outside the United States. Generated Sales Reporting for Management using the GTEDS system.
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Education
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Minnesota State University Moorhead
Bachelor of Arts (B.A.), Romance Languages, Literature, and Linguistics -
1999 -
JetBlue Airways Crew Training - Airport
Electronic Airline Ticketing, Gate and Baggage Operations, Qew Gardens, NY -
American Airlines Training Center, Ft Worth Texas
American Airlines SABRE Ticketing, Airline Electronic Ticketing and Terminal Services -
US Army Signal School, Fort Gordon GA
Data Communications Terminal Specialist - US Army Signal Corps, Communications Technologies/Technicians and Support Services
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