Joan Everett
IT Support
Saint Augustine,FL
Summary
Meticulous IT Support Technician with experience providing exceptional technical support for a diverse range of hardware, software, and network issues. Proficient in diagnosing and resolving complex IT problems, ensuring minimal downtime and optimal system performance. Adept at communicating technical information to non-technical users and delivering outstanding customer service. Skilled in creating user-friendly documentation and conducting training sessions to enhance user IT literacy. Known for consistently meeting and exceeding service level agreements (SLAs) while maintaining an elevated level of user satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level IT Support position. Ready to help team achieve company goals.
Overview
13
13
years of professional experience
2
2
Certification
Work History
IT Support/ Treatment Plan Coordinator/Customer Service Representative
Anastasia Dental Associates
Saint Augustine, FL
01.2009 - 01.2022
- Provided exceptional IT support to healthcare staff for smooth delivery of healthcare information systems operation and resolved technical issues promptly to minimize disruptions
- Conducted training sessions for new and existing employees, enhancing skills and knowledge in key areas such as healthcare IT systems and software applications
- Installed, configured, and maintained computer systems, software applications, and peripheral devices, ensuring optimal performance and security
- Followed IT security policies and protocols to protect sensitive data and maintain HIPAA compliance
- Updated and maintained IT documentation in line with industry standards and regulations, including HIPAA
- Utilized CAD CAM software to support dental restoration processes and enhance digital workflows
- Conducted regular system updates, patches, and backups to safeguard data integrity and system stability.
- Developed ongoing professional development opportunities for staff members, resulting in increased knowledge sharing within the team.
- Demonstrated a commitment to excellent patient care by consistently following up on treatment progress, addressing concerns, and providing support as needed.
- Assisted in developing marketing strategies to attract new patients, expanding the practice''s client base.
- Contributed to revenue growth by identifying opportunities for upselling services or recommending additional treatments based on patient needs.
- Improved office efficiency through the implementation of organized filing systems for patient records and treatment plans.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Upheld confidentiality standards by diligently adhering to HIPAA regulations and maintaining the privacy of patient information.
- Reduced errors in treatment plans by thoroughly reviewing documents and collaborating with healthcare providers to ensure accuracy.
- Performed as subject matter expert for case management processes.
- Spearheaded and implemented new projects to expand scope of engagement.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Increased patient retention rates through the provision of exceptional customer service and prompt resolution of concerns.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Maintained a professional atmosphere in the office by enforcing policies, addressing conflicts, and training staff members on best practices.
- Educated patients on their treatment options, fostering informed decision-making and adherence to prescribed plans.
- Fostered strong relationships with external stakeholders such as insurance representatives, vendors, and referral sources to ensure optimal collaboration in providing patient care services.
- Paid attention to detail while completing assignments.
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to learn quickly and adapt to new situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
- Gained extensive knowledge in data entry, analysis and reporting.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Identified issues, analyzed information and provided solutions to problems.
Education
Dental Assistant Diploma -
Concorde Career Institute
Jacksonville, FloridaSkills
- Microsoft Office, CAD CAM
- LAN/WAN/VPN, Active Directory
- Windows 11, 10, Vista; Mac OS, iOS, Virtual Machine, Web, and Email Servers
- Multitasking ability
- Scheduling
- Verbal and written communication
- Creative Problem-Solving
- New Hire Training
- Data Analysis
- Critical Thinking
- Attention to Detail
Certification
- CompTIA A+ Certification in Information Technology, 2023
- CompTIA ITF+ Certification, 2022
Career Experience
Anastasia Dental Associates, 06/01/2009 to 7/21/2022
IT Support/ Treatment Plan Coordinator/ Customer Service Representative
Provided exceptional IT support to healthcare staff for smooth delivery of healthcare information systems operation and resolved technical issues promptly to minimize disruptions., Conducted training sessions for new and existing employees, enhancing skills and knowledge in key areas such as healthcare IT systems and software applications., Installed, configured, and maintained computer systems, software applications, and peripheral devices, ensuring optimal performance and security., Followed IT security policies and protocols to protect sensitive data and maintain HIPAA compliance., Updated and maintained IT documentation in line with industry standards and regulations, including HIPAA., Utilized CAD CAM software to support dental restoration processes and enhance digital workflows., Conducted regular system updates, patches, and backups to safeguard data integrity and system stability.
Personal Information
Title: IT Professional
Timeline
IT Support/ Treatment Plan Coordinator/Customer Service Representative
Anastasia Dental Associates
01.2009 - 01.2022
Dental Assistant Diploma -
Concorde Career Institute
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