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I am a dedicated professional with a significant education in medical and science fields and substantial experience in customer service seeking a position in the healthcare industry. I have a strong work-ethic and a passion for helping others. My vast work history, education, and leadership skills will aid my success in a position in a healthcare setting.



-Apptis “Circle of Excellence” Award recipient
-Converted the new-hire training program to a paperless format in an effort to “Go Green”
-Assisted in the development and planning for the implementation of Cisco VoIP
-Promoted twice within my first two years of employment supporting the DAU Contract

Medical Experience/Education

Medical Terminology, Anatomy & Physiology, EMT-B, 1 year each of Biology and Chemistry

oordination with insurance agents and laboratory personnel, lab specimen preparation, familiarity with medical exam paperwork and requirements for life insurance

Work experience

Sep 2007Present

Help Desk Specialist

Defense Acquisition University Contract

-Employed by the following companies while supporting this contract: Apptis, Inc., URS Corp., and EIS Inc.

-Support 500,000+ users of DAU’s Learning Management System 

-Oversee staff of 21 technicians-Coordinate with various levels of management to design and implement new policies for the help desk

-Receive escalations and effectively diffuse irate users

-Evaluate resumes, conduct interviews, and make hiring decisions

-Create the training guide and schedule for new hires; carry out the training process

-Objectively evaluate employees and make decisions for promotions and granting additional responsibilities

-Serve as administrator for DAU’s Atlas, Blackboard, SSO, ACC and STARS systems; also ATRRS (in a limited capacity)

-Provide metrics in the form of charts, graphs and reports to DAU Management

-Respond to telephone calls and emails, simultaneously

-Accurately classify and record details of inquiries into FootPrints tracking system, using ITIL methodology

-Provide browser troubleshooting for Internet Explorer, Mozilla Firefox, and Safari (limited)

Jul 2009Dec 2009

Help Desk Analyst

ASM Research

-Respond to telephone call, email and voicemail inquiries, daily

-Support the Army Training Requirements and Resources System (ATRRS), to include AITAS and ACQTAS

-Accurately classify and record details of inquiries into an in-house call-tracking system

-Utilize an in-house knowledge base to aid in the troubleshooting process

-Escalate issues to specific personnel for resolution, as necessary

-Utilize experience from the DAU contract to assist users navigate DAU and ATRRS as seamlessly as possible

Jan 2004Sep 2007

Administrative Assistant

Mobile Paramedical Services

-Manage nurse’s schedule by coordinating with clients,  life insurance agents and other nursing companies

-Prepare laboratory kits and life insurance medical exam paperwork prior to nurse’s collection of specimen.

-Prepare biological specimen to be sent to laboratory testing facilities

-Screen phone calls, emails, and traditional mail to determine priority and proper action

 -Create/edit advertising materials and information to be printed or posted on the website

-Assist in bank account maintenance using QuickBooks

Jan 2004Sep 2007

Technical Support

JTZ Enterprise

-Maintain over 150 websites and associated databases

-Regularly utilize FTP program and Microsoft Office Suite (Word, PowerPoint, Access, Excel, and Outlook)

-Assist customers in troubleshooting problems with their email, website, and limited pc issues

 -Screen phone calls, emails, and traditional mail to determine priority and proper action

-Use a variety of software to create and edit images and animations for inclusion on websites

-Coordinate with web designers, business owners, coworkers and other professionals 

-Utilize HTML coding to edit website pages

-Create/edit advertising materials and information to be printed or posted on the website 

-Assist in banking and client account maintenance using QuickBooks

-Daily clerical duties and prioritization of tasks



Medical Terminology
A college course on the subject and its use during my EMT courses allowed me to become exceptionally proficient using medical jargon.
Laboratory Specimen Preparation
Prepare blood and urine samples for transport to a laboratory for testing, including the use of a centrifuge.
Create visually and functionally organzized documents, thought processes, and work spaces
Troubleshooting/Critical Thinking
Evaluate situations to identify ramifications of each possible decision, making the best choice for the situation at hand
Customer Service
Recipient of numerous commendations on my customer service skills
Exceptional conversational skills and writing ability
Management of staff that contains 21 technicians, with leadership roles throughout educational and employment history
Microsoft Office Suite
intimate familiarity with Word, Excel, Outlook, PowerPoint, OneNote, and Vizio
HTML Coding
Basic HTML coding and editing
Type an average of 70+ words per minute


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