MOISES BLANCO
Washington,DC
Summary
Administrative and customer support professional with over 20 years of experience managing urgent requests and ensuring accurate case documentation. Known for maintaining professional communication with diverse stakeholders and effectively resolving operational and technical challenges. Technologically adept and detail-oriented, thriving in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Customer Support Analyst
ORACLE MICROS
Columbia, Maryland
03.2018 - 01.2026
- Managed and prioritized incoming customer requests according to urgency, business impact, and required level of attention while maintaining accurate case documentation and timely follow-up.
- Served as a primary point of contact for customers experiencing operational and technical issues, gathering relevant information, determining appropriate next steps, and maintaining professional communication throughout resolution.
- Exercised independent judgment when investigating issues, resolving matters within scope and coordinating escalation to senior resources when additional expertise or authority was required.
- Coordinated with Tier 1, Tier 2, and other technical resources by compiling findings, documentation, troubleshooting history, and relevant customer-impact information.
- Created detailed case documentation and customer-facing resources to support continuity, product understanding, and effective issue resolution.
- Worked independently in a fast-paced enterprise environment while managing multiple priorities and using Oracle MICROS Simphony, Microsoft/Windows tools, databases, and remote collaboration technologies.
Web Support Specialist Lead / Web Product Support Lead
VISTAPRINT
Silver Spring, Maryland
09.2011 - 07.2017
- Provided customer-facing support for web-based products while managing multiple requests and maintaining professional communication throughout the resolution process.
- Monitored, routed, and prioritized incoming requests according to customer needs, urgency, and business impact.
- Assisted with escalated matters and coordinated information between customers, Tier 1 and Tier 2 support teams, and other internal resources.
- Created documentation and support materials used by customers and internal teams and communicated product limitations, available solutions, and service options clearly.
Medical Office Assistant
WASHINGTON SPINE & DISC
Washington, DC Area
01.2010 - 01.2011
- Returned to the practice at the request of a former manager to provide medical office and administrative support.
- Scheduled patient appointments, collected copays, and assisted with day-to-day front-office activities.
- Assisted with insurance claims and related documentation for major insurance providers.
- Supported doctors with personal-injury reports, billing statements, and administrative records while handling patient information with care and discretion.
Web Content Specialist | Promoted from Administrative Assistant | Administrative Assistant
CFM PARTNERS, INC.
Washington, DC
01.2003 - 08.2010
- Provided administrative and clerical support, maintained organized files and records, and assisted with recurring office documentation and reporting requirements.
- Prepared and submitted continuing education course documentation associated with National Association of Insurance Commissioners (NAIC) requirements across multiple states and retained corresponding records for reference and compliance purposes.
- Assisted Human Resources with billing reports and related administrative documentation and processed travel reports and supporting documentation for management.
- Managed multiple administrative responsibilities requiring accuracy, organization, follow-up, and adherence to established procedures before being promoted to Web Content Specialist.
- Worked within a structured production environment involving subject matter experts, editors, graphic designers, project coordinators, production staff, and Quality Control, with defined timelines, approvals, and handoffs.
- Implemented approved revisions, maintained content accuracy, and coordinated across departments to resolve production issues and meet deadlines.
- Converted structured Microsoft Word documents into web-ready content and learned new systems as requirements changed, including the SABA learning management system.
- Approximately first two years
- Earlier Employment (approximately four years)
Education
Certification - Computerized Business Systems Program
Computer Learning Center
Alexandria, VA01-2005
Microsoft Certified Professional (MCP) & A+ Certification Program - IT Network Security
Carlos Rosario International Public Charter School
Washington01-2005
Computer Science Coursework -
University of The District of Columbia
Washington01-2001
Skills
- Administrative & Office Support Records & Document Management Stakeholder Communication Customer Service Cross-Functional Coordination Report Preparation Billing Documentation Travel Reports Appointment Scheduling Regulatory Submissions Written Correspondence Microsoft Office Data Entry & Record Accuracy Confidentiality Problem Solving Follow-Up & Documentation Zoom & Remote Collaboration
- Office & Productivity: Microsoft Office, Microsoft Word, spreadsheets, email, Zoom, document preparation, digital records and file management
- Business & Support Systems: Oracle MICROS Simphony, SABA Learning Management System, content management systems, remote support and collaboration tools
- Data & Technical: SQL, SQL Server Express, MySQL, Windows Event Viewer, HTML, XML, Linux
Personal Information
Title: Administrative & Executive Support | Operations Coordination | Stakeholder Relations
Work Preference
Timeline
Customer Support Analyst
ORACLE MICROS
03.2018 - 01.2026
Web Support Specialist Lead / Web Product Support Lead
VISTAPRINT
09.2011 - 07.2017
Medical Office Assistant
WASHINGTON SPINE & DISC
01.2010 - 01.2011
Web Content Specialist | Promoted from Administrative Assistant | Administrative Assistant
CFM PARTNERS, INC.
01.2003 - 08.2010
Certification - Computerized Business Systems Program
Computer Learning Center
Microsoft Certified Professional (MCP) & A+ Certification Program - IT Network Security
Carlos Rosario International Public Charter School
Computer Science Coursework -
University of The District of Columbia