AUSTIN BACCHUS
Orlando,FL
Summary
Hardworking Client Support Specialist with excellent problem-solving and troubleshooting skills. Combines a personable, client-first approach with a strong commitment to collaborative, team-oriented environments.
Overview
12
12
years of professional experience
Work History
Client Support Specialist
Arkstone Medical Solutions
01.2021 - Current
- Handled API validation errors - Continuous monitoring of validation errors(EMR/LIS) via slack.
- Resolved/provided solutions to questions from clients
- Monitor and respond to Answer Force/personal/email customer service calls promptly and efficiently to ensure uninterrupted support for clients
- Walk users through any potential questions relating to the portal or manual upload process.
- Provide technical support to end-users for healthcare IT systems, focusing on DICOM connectivity, HL7 interface configurations, and FHIR integrations.
- Troubleshoot and resolve PACS issues, including network, hardware, and software problems.
- Field live calls from patients and healthcare providers, delivering courteous and efficient support to resolve technical challenges.
- Develop and update knowledge base articles for internal and external audiences.
- Monitor and manage support tickets through CRM, ensuring SLA compliance.
- Act as a liaison between clients and the development team to enhance product functionality based on user feedback.
Key Account Coordinator
ISS Facility Services
01.2016 - 01.2021
- Managed work order dispatch using CAFM, MYMCS, and Citrix, resolving technical issues and enhancing efficiency in support workflows.
- Coordinated supply chain processes, including purchase order creation via JDE Oracle, ensuring seamless functionality of mission-critical systems.
- Monitored and reported financial performance, including preparing statements, budgets, and invoices, supporting informed decision-making.
- Conducted audits to ensure compliance with health, safety, and operational standards, effectively identifying and addressing system or procedural gaps.
Administrative Assistant
D'& N Security
01.2013 - 01.2016
- Provided technical support to clients and end-users, reviewing and resolving customer inquiries related to software functionality and usability.
- Maintained organized and accessible data files, ensuring internal and external teams had the resources needed to resolve issues quickly and efficiently.
- Troubleshot hardware and software issues, including system configurations and basic network connectivity, to minimize downtime and improve client satisfaction.
- Collaborated with cross-functional teams to identify and address system inefficiencies, contributing to the optimization of operational processes.
Education
Bachelor of Science - Computer Information Systems
Baruch College
Brooklyn, NY01.2017
Skills
- Support service excellence
- Problem resolution aptitude
- Strong written and oral communication
- Positive, professional, and patient-focused approach
- Salesforce
- Problem-solving and critical-thinking abilities
- HL7 - API integration
- Collaboration and teamwork with cross-functional teams
- TCP/IP troubleshooting, basic server networking and hardware troubleshooting
- QVERA interface engine
Timeline
Client Support Specialist
Arkstone Medical Solutions
01.2021 - Current
Key Account Coordinator
ISS Facility Services
01.2016 - 01.2021
Administrative Assistant
D'& N Security
01.2013 - 01.2016
Bachelor of Science - Computer Information Systems
Baruch College
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