Andrew Bowling
Tyler,Texas
Summary
Results-oriented Pharmacy Tech transitioned into school for network and systems administration with 4 years of schooling, 7 years of customer service, 2 years of technical and IT related support, and 2 years of direct sales experience who excels at uncovering customer needs, finding technical solutions or otherwise, and handling escalated issues. Top performer with a consistent track record of meeting and exceeding goals. Considered for 3 promotions and helped company as well as 90% first call resolution for technical issues. Looking for a position in a company driven for the success of their employees and satisfaction of their customers.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Onesupport
06.2022 - Current
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Compiled and accurately entered data for each customer encounter to record in system.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Reset ports and synced modems to troubleshoot basic internet issues.
- Responded to telephone, email and in-person inquiries regarding Item operation, use and repair.
- Updated documentation and produced reports.
- Utilized and had knowledge for different internet companies and the systems and software they used, companies such as Lumos Fiber, Consolidated, Everfast fiber, and C Spire wireless/fiber.
- Used ticketing systems such as Jira, Remedy, and Freshdesk to manage and process support actions and requests.
Computer Hardware and Troubleshooting Business
Self Employed Services
10.2020 - Current
- Knowledge of computer parts including how to build, how to optimize, overclock, and troubleshoot issues that occur during and after the building process.
- Stress test and performance check.
- Knowledge of computer apps that add quality of life improvements.
- Configuring audio and visual performance.
- Fixed unknown issues that occur throughout the lifetime of use, from software issues to hardware.
- Determined part malfunctions based off of errors that occurred.
- Tested for hardware and software performance issues and implemented the appropriate fix.
- provided invoices and handled billing appropriate to resolution provided.
Pharmacy Technician Escalations/issue Resolver
AllianceRX Walgreens Prime
03.2019 - 10.2019
- Set up and modified patient profiles into PROMISE to include current information such as medications and insurance details as well as fixed any errors to address or name and date of birth
- Created power points, word documents, excel sheets, and one note files to deliver a learning experience for new hires.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments
- Reviewed and verified customer information and insurance provider information
- Communicated directly with doctors offices via telephone, fax, and email
- Collected co-payments or full payments from customers
- Resolved non-routine issues like third-party billing, computer system and customer service issues
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information, as well as clarify medication errors
- Contacted patients to notify them either when I had resolved their issue or if no resolution was possible to consult what their options would be
- Contacted patients if their balance or copay exceeded a certain amount in order to prevent medication delays
- Reviewed customer reports of medications being sent to wrong address and whether it was the company's fault or the customer's to determine if we would reship at our expense or contact insurance to find available overrides
- Took secondary copay assistance programs and billed or back billed for new medication orders or medications orders that should have been billed through it and were not
- Handled all escalated issues in a worklist rotation and communicated with upset customers on an outbound call line when necessary
- Coordinated with fulfilment when medications needed to be forwarded to new addresses or needed overnight delivery
- Reviewed all medication being entered into the system was free of errors and that prescriptions were valid
Insurance Specialist
McKesson Specialty Health
11.2018 - 12.2018
- Verified Patient Insurance benefits covered requested Drug
- Navigated through Salesforce for patient information and updating benefits
- Maintained a strong knowledge of basic medical terminology to better understand services and procedures
- Made contact with insurance carriers to discuss their policies and individual patient benefits
- Assured the timely verification of insurance benefits prior to patient procedures or appointments
- Determined Patients had active Prior authorizations on file and if not, determined how that was to be obtained
Specialty Pharmacy Technician
CVS Specialty Pharmacy
03.2017 - 10.2018
- Reviewed and verified customer information and insurance provider information
- Effectively handled incoming escalated calls
- Collected co-payments or full payments from customers
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Resolved non-routine issues like third party billing, computer system and customer service issues
- Effectively resolved insurance rejections and other billing issues
- Performed technical processes required to dispense medications to patients
- Completed new and updated patient profiles, including lists of patient medications, Insurance, and copay assistance
- Checked prescriptions for appropriate dosage, drug interactions, allergies and contra-indications before dispensing medications
- Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure
- Notified Doctor's office and patients of Prior Authorization requirements and documents based on the insurance and the process
- Advised the Doctor's office and patients of what to do when issues arose with a prior authorization, occasionally transferring them to get an appeal process when required
- Entered and verified Insurance and copay assistance programs provided by patient, doctor's, and assistance providers
- Verified Prior authorizations were in effect before shipping out medications
Education
No Degree - Network And System Administration
Maricopa Community Colleges - Mesa Community College
Mesa, AZSkills
- Hardware Replacement
- Strong knowledge of microsoft applications
- Communications expert
- Network configuration
- Multi-Tasking
- Data entry
- Exceptional time management skills
- Strong interpersonal skills
- Detail-oriented
- Issue resolution specialist
- Network diagnostics
- Cisco
- Technical Support
Timeline
IT Support Specialist
Onesupport
06.2022 - Current
Computer Hardware and Troubleshooting Business
Self Employed Services
10.2020 - Current
Pharmacy Technician Escalations/issue Resolver
AllianceRX Walgreens Prime
03.2019 - 10.2019
Insurance Specialist
McKesson Specialty Health
11.2018 - 12.2018
Specialty Pharmacy Technician
CVS Specialty Pharmacy
03.2017 - 10.2018
No Degree - Network And System Administration
Maricopa Community Colleges - Mesa Community College
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