Gaston Garces
Palmetto
Summary
Results-driven Technical Support Representative with a track record of resolving intricate technical inquiries in healthcare. Trained new team members and authored SOPs that enhanced team productivity. Combines technical expertise in software applications with a strong foundation in Front-End and Back-End Software Engineering.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Humana
10.2018 - 12.2024
- Addressed client needs by resolving complex technical inquiries and educating users on applications.
- Trained new team members on software applications to facilitate knowledge transfer.
- Developed team documentation, including SOPs for known issues and resolutions.
- Demonstrated strong computer skills across multiple software applications and hardware.
- Applied understanding of health insurance and medical terminology in healthcare settings.
Manager
Residential House Cleaning Service
Tampa
01.2013 - 10.2018
- Co-owned a personal house cleaning company, where I worked with Berkshire Hathaway Realty. Worked on technical applications related to the company's specialized applications systems and software.
- Berkshire Hathaway, Tampa, FL
- Oversaw daily operations for residential cleaning teams across multiple locations, ensuring high service standards.
- Coordinated staff assignments and scheduled appointments, optimizing workflow and resource allocation.
- Trained new staff on cleaning procedures and company policies.
Data Configurations Specialist
WellCare Health Plans
Tampa
04.2008 - 12.2012
- Executed accurate and timely loading of contracts and maintenance processes through thorough research, addressing inquiries and interpreting policy provisions to ensure effective responses.
- Resolved provider load issues within established processes, maintaining proper supporting documentation for all load activities.
- Cultivated strong business relationships with partners, contributing to special projects while tracking issues with Front-End Claims Editor, Paradigm, Sidewinder, and Administer.
- Tampa, FL
Education
High School Diploma -
Hillsborough High School
Tampa, FL05-1989
Some College (No Degree) - Front-End Web Development & Dev Ops Certification
Udacity
Palmetto, FLSkills
- Customer Support
- Technical Troubleshooting
- Incident Management
- Issue Resolution
- Support Ticketing
- Database Management
- System Monitoring
- Task Tracking
- Workflow Coordination
- Process Improvement
- User Documentation
- Client Management
- Customer Interaction
Timeline
Technical Support Representative
Humana
10.2018 - 12.2024
Manager
Residential House Cleaning Service
01.2013 - 10.2018
Data Configurations Specialist
WellCare Health Plans
04.2008 - 12.2012
High School Diploma -
Hillsborough High School
Some College (No Degree) - Front-End Web Development & Dev Ops Certification
Udacity