Experience

Macro Helix

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Instructor / Technical Writer

  • Apr 2014 - Present

  Education development, train all new hires, and present internal training for software update.

• Technical Support Supervisor

  • Mar 2013 - Apr 2014

  Supervise 10 - 8 software support analysts, have regular one on one meetings with each, run performance reports, monitor their schedule adherence, and quality assurance scorecards. Attend department head meetings, provide team performance reports, present recommendations for process improvements.

• Technical Support Analyst

  • Aug 2012 - Mar 2013

  Resolve customer issues. Train customer's on software; how to navigate, use online help, etc. Attend conference calls with multiple vendors including customers to assist in resolving issues.



McKesson

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Support Representative

  • Jul 2009 - Aug 2012

  Started with Customer Care taking inbound calls, about 120 - 200 a day, mainly orders and stock inquiries. Then moved to a resolution support team to resolve escalated customer calls by means of contacting their distribution centers for late/missing orders, credit/re-bill issues, and process specialty / drop ship orders. Finally took a position with McKesson eCommerce to provide technical support to customers using McKesson Connect. Started with Customer Care taking inbound calls, about 120 - 200 a day, mainly orders and stock inquiries. Then moved to a resolution support team to resolve escalated customer calls by means of contacting their distribution centers for late/missing orders, credit/re-bill issues, and process specialty / drop ship orders. Finally took a position with McKesson eCommerce to provide technical support to customers using McKesson Connect.