Ashley Bowden
Crestview,FL
Summary
Strong leader and problem solver with several years of I.T. Support experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Recognized as driven, dedicated, and hardworking with a history and success in leading projects from start to finish. Demonstrated strong analytical, communication, and teamwork skills, with ability to quickly adapt to new environments.
Overview
13
13
years of professional experience
Work History
I.T. Operations Administrator
Nebraska Methodist Health System, Inc.
04.2024 - Current
- Averaged 380 incidents per month.
- Average First Call Resolution: 76%
- Answer telephone calls, emails, and voicemails to determine the issue or request and respond to questions from internal and external stakeholders.
- Provide Tier II support by effectively and accurately troubleshooting and resolving conditions, ensuring adherence to established departmental procedures and corporate policies with minimal supervision.
- Use various network tools, server tools, monitor network functions and activities continuously for issues.
- Navigate multiple computer systems and applications, and utilize search tools to provide information to customers.
- Provide guidance to customers on the next steps as well as summarize the contact including the responses and the referrals.
- Ensure quality resolution and thorough and accurate documentation of customer issues.
- Place the highest priority on providing quality service by overseeing all activities of staff, ensuring the unique needs of customers are met.
- Provide expertise in daily and on-going support including monitoring, timely response, escalation and resolution.
- Follow standard operating procedures for various topics, systems, applications and contact channels.
- Escalate situations to management that could adversely impact the services being provided.
- Proactively identify symptoms and instabilities in a timely and accurate manner to include performing call flow analysis.
- Create, troubleshoot and continuously update procedures for resolution of all related issues, procedures, and processes.
- Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills.
- Work with vendors gathering, understanding, exchanging and applying technical information as the primary contact for system inquiries or issues; working as a liaison between vendors and customers.
- Interact well with customers to build connections and nurture relationships.
- Understand the clinical, technical, and business needs of the multi-site healthcare systems and how the requirements can be accomplished in Cerner or other systems.
- Create and maintain standard operating procedures, business continuity, disaster recovery plans, resource manuals, templates, knowledgeable articles and other documents to be used during the life cycle by staff and customers.
- Evaluate current operational practices and suggested improvement strategies.
- Analyze incident reports to identify trends and areas for further improvement.
- Assist with documenting key processes and procedures and security protocols.
- Develop and maintain curricula and materials to educate staff, customers, and stakeholders to support the life cycle.
- Train and mentor co-workers on standards and interpretation and implementation of agency policies, guidelines, and systems.
- Train and guide team members to maintain high productivity and performance metrics.
- Motivate and trained employees to maximize team productivity.
- Ensure compliance with all Health System policies, procedures and standards, and provides role model mentioning of others in these practices.
- Establish and maintain electronic documentation and files pertaining to my scope of responsibilities.
- Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- As Team Lead, assisted in managing employee shifts, taking into account customer traffic and employee strengths.
- Support the Identity Access Management team by handling all administrative tasks.
- Coordinate meetings for department remotely via Microsoft Teams.
Tricare Beneficiary Service Representative
Leidos
11.2022 - 11.2023
- 150+ Enrollments per month.
- Provide beneficiary education and enrollment services for the Tricare Overseas Program under the Defense Health Agency by answering telephone calls, emails and voicemails, and chat to advise and provide information on benefits.
- Assisted individuals regarding how to best provide needed documents and evidence required. Including explaining the types of documents necessary to facilitate timely processing of enrollment
- Examined, verified and maintained accounts and HIPAA data.
- Initiated inquiries to resolve errors, delays or other problems in obtaining benefits.
- Review beneficiary records to ensure file folders contain the correct documentation and are complete and accurate in accordance with regulations, policies, and procedures.
- Provide education on resources and benefits, enrollment and dis-enrollment information as well as beneficiaries seeking support in the completion of standard forms for the purpose of submitting claims for reimbursements.
- Respond to inquiries on programs to ensure beneficiaries and supervisors are aware of the processes and procedures.
- Conduct briefings for In Processing, Out Processing, Maternity, and others.
- Assist beneficiaries with the enrollment and portability process to ensure all requirements are completed.
- Experience coordinating work with Tricare and/or International S.O.S procedures, policies and regulations requirements.
- Complete on a timely basis and comply with HIPAA regulations, Leidos, and other training and refresher courses.
- Use knowledge base and follow Standard Operating Procedures (SOPs) to answer customer requests.
- Identified and initiated problem resolution by updating and delegating actions to teammates or leadership.
- Initiated process improvement through collaboration with peers and leadership to exceed goals.
- Resolved customer inquiries and complaints from multiple channels with minimal supervision.
- Assessed customer issues and identified resources and tools to provide solid solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from customers.
Unemployed
N/A
11.2021 - 11.2022
I.T. Operations Administrator
Nebraska Methodist Health System, Inc.
06.2012 - 11.2021
- Effectively and accurately responded to or properly route IT inquiries and escalations.
- Used various network tools, server tools, and applications to monitor network and system functions.
- Provided customers with accurate and complete responses.
- Provided guidance to customers on the next steps as well as summarize the contact including the responses and the referrals.
- Created and maintained standard operating procedures, business continuity, disaster recovery plans, resource manuals, templates, knowledgeable articles and other documents to be used during the life cycle by staff and customers.
- Created, maintained and used the knowledge base to locate answers and resolutions.
- Updated and provided ticket status information.
- Responded to a variety of requests for information from customers.
- Followed standard operating procedures for various topics, systems, applications and contact channels.
- Developed and interpreted IT and data policies standards, and guidelines, and assessing existing programs overall conformance with organization policies and priorities.
- Answered telephone calls, emails, and voicemails to determine the issue or request and responded to questions from internal and external stakeholders.
- Worked with partners to identify and translate user stores and technical specifications operational effectiveness and functional requirements.
- Developed and maintained curricula and materials to educate staff, customers, and stakeholders to support the life cycle.
- Trained and mentored co-workers on standards and interpretation and implementation of agency policies, guidelines, and systems related to the I.T.
- Provided account access support, such as password resets and unlocking accounts.
- Escalated requests to appropriate IT departments within the organization to prevent work stoppage due to technology challenges.
- Proactively identified symptoms and instabilities in a timely and accurate manner to include performing call flow analysis.
- Established and maintained electronic documentation and files pertaining to my scope of responsibilities.
- Provided recommendations of the most cost-effective solution to management, including all costs, procedural and contractual considerations necessary to make decisions.
- Explained and troubleshooted policy, procedures, and processes.
- Navigated multiple computer systems and applications, and utilized search tools to provide information to customers.
- Provided process guidance to the requesters seeking help/guidance based on the information provided.
- Performed other duties as assigned.
Education
Bachelor of Multidisciplinary Studies - Healthcare Administration
University of Nebraska At Omaha
Omaha, NE01.2020
Associate of Applied Science - Health Information Technology
Metropolitan Community College
Omaha, NE01.2017
Skills
- Computer Literacy
- Documentation (Knowledgebase)
- Staff training
- Staff and customer support
- Customer engagement
- Policy enforcement
- Telephone etiquette
- Staff supervision
- Process optimization
- Customer relationship development
- Incident reporting
- Customer relations
- Task delegation
- Technology
- Team Training
Timeline
I.T. Operations Administrator
Nebraska Methodist Health System, Inc.
04.2024 - Current
Tricare Beneficiary Service Representative
Leidos
11.2022 - 11.2023
Unemployed
N/A
11.2021 - 11.2022
I.T. Operations Administrator
Nebraska Methodist Health System, Inc.
06.2012 - 11.2021
Bachelor of Multidisciplinary Studies - Healthcare Administration
University of Nebraska At Omaha
Associate of Applied Science - Health Information Technology
Metropolitan Community College
Similar Profiles
Michelle ValenciaMichelle Valencia
Emergency Admissions Specialist at Nebraska Methodist Health SystemEmergency Admissions Specialist at Nebraska Methodist Health System
Krystle GoodjointKrystle Goodjoint
Medical Receptionist at Nebraska Methodist Health SystemMedical Receptionist at Nebraska Methodist Health System
Lily GravesLily Graves
Critical Care: Jennie Edmundson Hospital at Nebraska Methodist Health SystemCritical Care: Jennie Edmundson Hospital at Nebraska Methodist Health System