Matthew Lloyd
Healthcare IT
Baltimore,MD
Summary
Experienced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
19
19
years of professional experience
19
19
years of post-secondary education
1
1
Certification
Work History
Technical Support Specialist
Advance Dialysis
Lanham, MD
02.2023 - Current
- Collaborates with helpdesk team to escalate and address customer inquiries or technical issues.
- Responds to support requests from end-users and patiently walks end-users through basic troubleshooting tasks.
- Explains technical information in clear terms to non-technical individuals to promote better understanding.
- Suggests software and hardware modifications to reduce delays and improve overall speed.
- Follows up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolves up to 10 technical support inquiries per week.
Healthcare IT- Adjunct Instructor
Davita, Inc & American Renal Associates
Baltimore, MD
09.2008 - 01.2023
- Collaborated with department heads to create dynamic, ongoing curriculum development, and instruction improvement program.
- Improved employees performance by defining clear goals and communicating performance metrics.
- Used technological equipment to enhance process of employees' learning.
- Aided in migration of technological options and course materials for importing and exporting data within Chairside Snappy software to add better functionality for employees and upper management.
Sr. Operations Manager
Hemodialysis Services, Inc.
Beachwood, OH
01.2006 - 08.2008
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw staff performance review assessments.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Managed employee-related issues encompassing labor, turnover and diversity.
Assistant Operations Manager
Hemodialysis Services, Inc.
Beachwood, OH
01.2005 - 01.2006
- Developed and maintain operational guidelines for staff.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Supervised operations team to support operational excellence and excellent customer service.
- Maintained business professionalism by coaching staff on methods for delivering exceptional service to every customer.
- Trained and guided staff to maintain high productivity and performance metrics.
- Reported resolved issues to higher management with great detail and introduced new methods and systems of turnaround time.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ 09.2009 - 12.2023
Associate Of Arts And Sciences - English
Northwestern University
Evanston, IL 09.1988 - 06.1993
Skills
Technical Support
Adobe and Adobe Flash
Customer service expert
Coaching and mentoring
Relationship building
Delegation
Effective leader
Staff training/development
Client account management
Inventory management
Project Management
Scheduling
Group Instruction
Individualized support
Curriculum planning
Classroom management
Testing and evaluation
Technology integration
Performance assessment
Certification
AWS Certified Cloud Practitioner, Amazon Web Services - In progress
Golf
Avid golfer who plays to an 11 handicap.
2019 Myrtle Beach Invitational Champion.
Timeline
AWS Certified Cloud Practitioner, Amazon Web Services - In progress
10-2023
Technical Support Specialist
Advance Dialysis
02.2023 - Current
Bachelor of Science - Business Management
University of Phoenix
09.2009 - 12.2023
Healthcare IT- Adjunct Instructor
Davita, Inc & American Renal Associates
09.2008 - 01.2023
Sr. Operations Manager
Hemodialysis Services, Inc.
01.2006 - 08.2008
Assistant Operations Manager
Hemodialysis Services, Inc.
01.2005 - 01.2006
Associate Of Arts And Sciences - English
Northwestern University
09.1988 - 06.1993