Mariann Abersold
Exton,PA
Summary
Strategic Information Technology (IT) Professional with 22 years of experience in providing technical support within healthcare environment. Skilled in customer service, technical support, management and performance troubleshooting.
Overview
21
21
years of professional experience
Work History
Software Product Support Team Lead
Cerner (Now Oracle Health)
10.1997 - 12.2016
- Managed daily operations of technical support staff responsible for resolving software problems reported by large hospital and health care clinics via phone, email, and online (custom and Service Desk products used)
- Operationalized KPI metrics to manage staffing levels and increase client satisfaction to near 100%
- Created reports from multiple systems and presented them to leadership to establish a high performing culture
- Researched and documented root cause of negative trends to identify areas of improvement which could then be acted upon
- Served as an escalation point for clients to resolve urgent issues impacting business continuity by working closely to establish clear communication and expectations
- Conducted regular quality audits of team members and provided feedback & recommendations
- Prepare project status reports by collecting, analyzing, and summarizing information and trends
- Monitor the performance of project team members, providing and documenting performance feedback
- Developed project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
Healthcare Systems Consultant
10.1995 - 09.1997
- Provided dedicated technical software support to assigned clients to optimize their revenue collections and data collection
- Researched and documented root cause of negative trends to identify areas of improvement which could then be acted upon by software engineering teams.
Education
Bachelor of Arts - Health Science and Policy
University of Maryland Baltimore County
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Problem-Solving
- Daily workflow improvement
Timeline
Software Product Support Team Lead
Cerner (Now Oracle Health)
10.1997 - 12.2016
Healthcare Systems Consultant
10.1995 - 09.1997
Bachelor of Arts - Health Science and Policy
University of Maryland Baltimore County