Summary
Overview
Work History
Education
Skills
Certification
Enjoys crafting, sewing and camping
Timeline
Generic

Patricia Deemer

Fort Worth,TX

Summary

Driven by a passion for accessibility, I excelled at Landmark Healthcare, enhancing client independence through innovative assistive technology solutions. My expertise in technical issue analysis and strong client advocacy significantly improved user experiences. Skilled in both disability awareness and desktop support, I fostered positive outcomes and advanced organizational goals. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

28
28
years of professional experience
1
1
Certification

Work History

ATP

Landmark Healthcare
10.2010 - Current
  • Participated in ongoing professional development opportunities to stay current on industry best practices, regulations, and advancements in aviation technology.
  • Conducted assessments to determine appropriate assistive technology accommodations for clients based on their unique needs and abilities.
  • Evaluated emerging technologies to continually expand knowledge of available tools for improving accessibility and inclusion.
  • Established effective communication channels with clients, understanding their specific challenges and tailoring solutions accordingly.
  • Improved client independence through thorough training on various assistive devices, software, and equipment.
  • Liaised between clients and manufacturers regarding technical support issues, ensuring timely resolutions and continued satisfaction.
  • Enhanced user experience by assessing individual needs and providing customized assistive technology solutions.
  • Contributed towards achieving organizational goals by regularly collaborating with colleagues on joint projects related to accessibility advancements.
  • Managed inventory of assistive devices, maintaining accurate records and ensuring timely distribution to clients in need.
  • Maintained current knowledge of industry developments through attending conferences, workshops, and professional development opportunities.
  • Coordinated with vendors to procure necessary equipment while adhering to budgetary constraints or funding limitations.
  • Provided ongoing support to clients as they navigated new technology, ensuring optimal usage and continued success.
  • Served as a trusted resource for clients seeking guidance on navigating complex technological landscapes while facing physical or cognitive barriers.
  • Collaborated with interdisciplinary teams to develop comprehensive plans addressing clients'' accessibility and technology requirements.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted with updating technical support best practices for use by team.
  • Managed high levels of call flow and responded to all technical support needs.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.

Team Leader Techincal Support Prescriptions/Insurance Verification Specialist

Hoveround Corporation
04.1996 - 04.2010
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Held weekly team meetings to inform team members on company news and updates.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Education

High School Diploma -

Westbrook High Scool
Westbrook ME

LVN - Nursine

SMVTI
South Portland, ME

Skills

  • Universal design principles
  • Client Advocacy
  • Disability Awareness
  • Professional Networking
  • Product Evaluation
  • Accessibility Consulting
  • Assistive Technology Research
  • Assistive Technology Assessment
  • Customer Service
  • Desktop support
  • Ticket management
  • Product Troubleshooting
  • Technical issues analysis

Certification

  • ATP Certificate - 2011 to present

Enjoys crafting, sewing and camping

I enjoy time spent outside with nature, having a campfire and cooking over an open flame.  Crafting and sewing are an important part of my non work hours

Timeline

ATP

Landmark Healthcare
10.2010 - Current

Team Leader Techincal Support Prescriptions/Insurance Verification Specialist

Hoveround Corporation
04.1996 - 04.2010

High School Diploma -

Westbrook High Scool

LVN - Nursine

SMVTI

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Patricia Deemer