Overview
Work History
Education
Skills
Timeline
Generic

Lena McFarland

Technical Suuport Consultant
Seattle,WA

Overview

9
9
years of professional experience
3
3
years of post-secondary education

Work History

Technical Support Consultant

Aptean, Inc
5 2022 - Current
  • Provided technical explanations for customer incidents clearly & concisely to users with little to no technical experience
  • Took ownership & followed through with all priority customer incidents in a timely manner
  • Worked with Professional Services and R&D teams to escalate & resolve technical support issues
  • Assisted SaaS & on-premise customers via phone, email, and SalesForce's ServiceCloud case management system
  • Performed SQL queries & reviewed various application logs to investigate customer issues.

Technical Support Engineer

SumTotal Systems, LLC
08.2018 - 02.2022
  • Assisted SaaS customers with product configuration & technical issues through SalesForce's ServiceCloud case management system
  • Queried SQL and noSQL databases to investigate and troubleshoot Support cases as necessary
  • Coordinated and hosted live meetings with customers either via phone or through web conferencing apps like Cisco's WebEx or Microsoft Teams
  • Communicated internally & with customers via Microsoft Outlook.

Authorization Coordinator

Alan M Lessner, MD
02.2016 - 07.2018
  • Submitted prior authorization requests to insurance companies for procedures performed in office and associated surgical centers
  • Inquired about claims and benefits with insurance companies via email & phone as needed.

Education

Associate of Science - Computer Programming & Analysis

Santa Fe College
Gainesville, FL
08.2015 - 05.2018

Skills

Experienced in providing customer support for Software-as-a-Service (SaaS) applications

Can clearly explain technical concepts to individuals with limited or no technical experience

Proficient in SQL and noSQL, including developing complex queries and analyzing data to troubleshoot technical issues

Experienced in console-based programming using C-based languages, including Java & C

Developed GUI applications using JavaFX and C#

Familiarity in web-based programming languages including HTML/CSS, JavaScript, and AngularJS

Hosting and managing Linux installations in a Virtual Machine (VM) environment

Experienced with using Office 365 applications (eg Outlook, Word, Excel, PowerPoint)

Proficiency in managing Windows, Linux, and MacOS operating systems

Timeline

Technical Support Engineer

SumTotal Systems, LLC
08.2018 - 02.2022

Authorization Coordinator

Alan M Lessner, MD
02.2016 - 07.2018

Associate of Science - Computer Programming & Analysis

Santa Fe College
08.2015 - 05.2018

Technical Support Consultant

Aptean, Inc
5 2022 - Current

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Lena McFarlandTechnical Suuport Consultant