Application Support Analyst II

• Aug 2019 - Present

• Collaborate with stakeholders to identify information gaps & inefficiencies with systems & processes.• Act as liaison between end users and developers/vendors.• Serve as primary support for issues with business applications or reports.• Develop documentation for procedures and workflows• Facilitate projects between departments.• Test new applications/upgrades.• Develop SQL queries & work with DBA to test & refine reports.• Develop & maintain statistical reporting for management.• Assist in design or acquisition of new software.• Provide support to external/internal auditors.• Support Accounting in accounts receivable reconciliation.• Provide training for new users. Show less

Lead Customer Service Representative

• May 2011 - Aug 2019

Patient Account Representative

• Jan 2008 - Mar 2011

Customer Service Representative

• Nov 2003 - Dec 2006

•Assisted customers by phone & in-person with utility accounts. •Facilitated classroom training of new CSRs; organized training curriculum; monitored progress of new CSRs. •Provided troubleshooting support to internal users of Banner CIS; served as liaison between front-end CIS users & programmers; provided on-call support for programmers; imported meter reading & ACH data; participated in software testing during software upgrade. •Assisted customers by phone & in-person with utility accounts. •Facilitated classroom training of new CSRs; organized training curriculum; monitored progress of new CSRs. •Provided troubleshooting support to internal users of Banner CIS; served as liaison between front-end CIS users & programmers; provided on-call support for programmers; imported meter reading & ACH data; participated in software testing during software upgrade.

Customer Service Representative

• Dec 1999 - Oct 2003