Summary
Overview
Work History
Education
Skills
Timeline
Generic

Candi Roller

Moxee,USA

Summary

Professional product support specialist with experience in providing technical assistance and resolving complex issues. Strong focus on team collaboration and achieving results. Skilled in troubleshooting, customer service, and software support. Adaptable and reliable, able to meet changing needs and ensure seamless operations.

Overview

15
15
years of professional experience

Work History

Product Support Analyst

Health Catalyst / Vitalware
09.2020 - 11.2024
  • Analyzed customer feedback to enhance business applications and develop data-driven support strategies.
  • Maintained databases, identified trends, and generated reports to support senior management decisions.
  • Provided on-call production support, trained Service Desk teams, and acted as a technical liaison for development teams.
  • Coordinated sFTP configurations, PHI destruction, client testing, and ensured data compliance.
  • Streamlined processes, reducing manual work and improving operational efficiency.
  • Delivered technical support via phone, email, and chat; resolved hardware/software issues and enhanced self-service capabilities.
  • Followed HIPAA guidelines, supported security testing, and underwent regular security training.
  • Client support through a ticketing system. Maintaining client communication through a multi-line telephone system.
  • Test for bugs and accuracy on all products and modules with the system. Update and maintain all policy and procedure documentation.

Executive Assistant

Vitalware
09.2015 - 10.2020
  • Scheduling meetings, appointments, and conferences, managing conflicts, and ensuring timely reminders.
  • Booking flights, hotels, and transportation for business trips, managing itineraries and necessary documentation.
  • Answering phone calls, emails, and managing correspondence, taking detailed messages when necessary.
  • Drafting letters, reports, presentations, and other documents as needed.
  • Tracking and submitting expense reports for the executive.
  • Preparing agendas, distributing materials, taking meeting minutes, and following up on action items.
  • Assisting with specific projects by coordinating tasks, deadlines, and communication with relevant parties.
  • Managing office supplies, maintaining filing systems, and coordinating office services. Maintaining discretion when handling sensitive information.
  • Manage professional and personal scheduling for CEO, including agendas, mail, email, phone calls, client management, and other company logistics.
  • Coordinate complex scheduling and calendar management, as well as content and flow of information to senior executives.
  • Provide administrative and office support, such as typing, dictation, spreadsheet creation, faxing, and maintenance of filing system and contacts database.
  • Maintain professionalism and strict confidentiality with all materials. Organize team communications and plan events, both internal and off-site.
  • Creating zoom meeting, attended and hosted zoom calls. Utilized zoom phone on a daily basis.
  • Use of Microsoft teams daily to communicate with departments as well as my team. Use of teams to have short meetings.

Area Supervisor

ResCare Homecare
10.2011 - 10.2015
  • Handled scheduling, budgeting, documentation, and performance evaluations to meet organizational standards. Conducted compliance training and focused on staff development to improve service quality.
  • Creating and managing caregiver schedules to meet client needs, ensuring appropriate coverage and timely arrival of caregivers.
  • Monitoring the quality of care provided by caregivers through regular client visits, reviewing documentation, and addressing any concerns raised by clients or families
  • Maintaining open communication with clients, families, healthcare providers, and other relevant parties to coordinate care and address any issues.
  • Ensuring adherence to all applicable regulations, including HIPAA, Medicare, and state licensing requirements.
  • Investigating and documenting any incidents or complaints related to client care, taking corrective actions as needed. Regularly evaluating caregiver performance, providing feedback, and addressing any performance concerns.
  • Providing ongoing training and support to caregivers to enhance their skills and knowledge. Assessed their abilities and progress on an ongoing basis. Provided individualized, ongoing support to ensure long-term success.
  • Educated and supported employees, including negotiating job accommodations and maintaining follow-up communication as agreed with clients.
  • Conducted outreach to disengaged consumers, maintaining contact to encourage re-engagement even without an immediate vocational focus.
  • Collaborated with team members to integrate vocational services into consumers' physical and mental health treatment plans. Developed and updated individualized Daily living plans with case managers, and treatment teams quarterly.
  • overseen 30 caregivers and gave client care to over 40 clients.

Nurse Assistant Certified

Summitview Healthcare
08.2009 - 10.2011
  • Assist patients with activities of daily living (ADLs) including bathing, dressing, grooming, toileting, and eating. Measure and record vital signs such as blood pressure, temperature, pulse, and respiration.
  • Monitor and report changes in patients’ physical or emotional condition to nursing staff. Help patients with mobility, including turning, repositioning, transferring, and ambulation.
  • Maintain patient hygiene and ensure cleanliness and safety in the patient’s environment. Assist with the intake and output of food and fluids, and record nutritional intake.
  • Transport patients between rooms or departments using wheelchairs or stretchers. Document patient care and interactions accurately in medical records or electronic health systems.
  • Support nurses and other medical staff in administering basic care and procedures. Adhere to infection control and safety protocols to ensure the health and well-being of patients and staff.

Education

Associate of Arts - Criminal Justice

Western University
Tempe, AZ
01.2007

Skills

  • Tools & Platforms: MS Office Suite (Word, Excel, Outlook, Publisher, PowerPoint, Teams), Atlassian (Jira, Confluence), EDI, Chargemaster, Logrocket, Filezilla, Smartsheets, Zoho, Salesforce, knowledge in ICD-9, ICD10 and HCPC codes, Zoom Phone, Slack, ticketing systems, CRM software, security protocols, QA & process and medical coding
  • Support & Technology: Remote/telephone support, desktop support, network issue resolution, VPN management, device failure investigation, application & system support, system administration, SLA management
  • Soft Skills & Communication: Customer service, technical troubleshooting, team collaboration, staff training, compliance awareness, time management, multitasking, documentation, escalation handling, attention to detail

Timeline

Product Support Analyst

Health Catalyst / Vitalware
09.2020 - 11.2024

Executive Assistant

Vitalware
09.2015 - 10.2020

Area Supervisor

ResCare Homecare
10.2011 - 10.2015

Nurse Assistant Certified

Summitview Healthcare
08.2009 - 10.2011

Associate of Arts - Criminal Justice

Western University

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Candi Roller