Jeffrey D. Eichner Jr.

Work History

Diversified Technology Corporation

02.2024 - Current

Managed incoming client support requests via phone and e-mail, maintaining and resolving support tickets for approximately 400 clients.
Delivered expert technical support, diagnosing and resolving client software issues through in-depth knowledge of company platforms and services.
Acted as escalator for difficult issues and requests, serving as a second level of support when colleagues needed assistance. In turn, sought assistance from the programming team when a higher level of knowledge and experience was needed.
Enhanced product knowledge among team members, sharing experience and steps taken towards resolution and providing documentation for their future reference.
Installed and updated software applications on client systems, ensuring optimal performance and adherence to specifications.
Provided comprehensive training to clients on new software implementations and effectively educated them on best practice billing processes and navigation through the software.
Created online forms to allow the Support Team to more easily collect information and requests from clients and provide clear, written documentation for record keeping purposes.

Geisinger Health Systems

06.2022 - 12.2023

Hired on as a full-time Geisinger employee after working as a contracted employee through OneSource
Provided remote and phone, technical and workflow assistance to approximately 20 clinical and non-clinical hospital staff per day
Directed hospital staff on how to complete their workflow and provide appropriate documentation for their review and follow-up
Troubleshot any issues or breaks with staff and reported issues to the appropriate build team for the application/workflow being utilized
Documented calls taken with complete information including any screenshots, clinical or technical data collected, and steps take, so that other analysts would be able to use the information for their own assistance needs or the next level of support would be provided with as much information as possible
Assisted in training IT Service Desk Staff new to the Epic Production electronic health record application
Worked in an on-call capacity, providing after-hour support during non-business hours.

OneSource Staffing

09.2019 - 06.2022

Worked as a contracted employee for Geisinger Health Systems
Took approximately 30 calls per day from Epic Production users that are accessing the Geisinger Health System Epic Production system
Responsible for assisting those users in their daily workflow when issues arise and troubleshooting as needed
If assistance beyond my own capabilities were needed or if additional research was needed, it was my responsibility to research as appropriate or contact the next level of support to ensure that the user's needs were met in a timely manner
Assisted colleagues with their calls that were beyond their own capabilities as needed
Provided information to the team whenever issues arise that may affect multiple users.

CSS Industries, Inc.

11.2017 - 05.2019

Received calls and e-mails for business and consumer inquiries
Responsible for handling 20+ business accounts
Coordinated with the customer, their sales representative data entry and the production and warehouse facilities to ensure timely processing and shipping
Identified, researched and corrected customer issues, following through to ensure needs were met
Filed necessary documentation; including filing return requests, credits and debits, logging customer complaints and working with the aforementioned team to correct any issues
Logged consumer orders from the consumer website, sending the orders to the warehouse for shipment, checking and correcting any address discrepancies
Contacting the consumer, if necessary
During the peak holiday season, assisted the production and packing facilities after hours, so that they would meet their shipping deadlines.