Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Paula Kallio

Ashland,WI

Summary

Versatile Support Specialist, skilled at handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 36 years of experience in the medical field, both animal and human .

Overview

20
20
years of professional experience
1
1
Certification

Work History

EHR Support Specialist

Northlakes Community Clinic
04.2021 - Current
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitored systems in operation and quickly troubleshot errors.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Connected to computer of client using remote link to install new programs and applications.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Installed malware to protect software from virus and cyber attacks.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Tested new software and hardware prior to deployment.

Clinical Application Coordinator

Bad River Health & Wellness Center
09.2009 - 04.2021
  • Implemented new applications, features and enhancements to existing applications.
  • Assisted network group with tasks and troubleshot.
  • Monitored daily logs and reports and escalated issues to system administrators to reach resolution.
  • Delivered training, documentation and end-user support.
  • Offered system and application support to internal employees.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Oversaw development and implementation of improvements to support and network operations.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Organized and detail-oriented with a strong work ethic.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.

Certified Veterinary Technician (Head of Surgery)

Cairo Animal Hospital
02.2008 - 04.2009
  • Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
  • Established intravenous drips for ongoing hydration in treatment of canines suffering from parvovirus infections.
  • Managed medical intervention and therapy for animals in collaboration with veterinarian.
  • Promoted parasite protection as well as skin and coat health through regular grooming, dietary suggestions, and supplement recommendations for pet owners.
  • Supported 5 veterinarians in private animal clinic.
  • Cared for rodents, reptiles and exotic birds.
  • Restrained animals to protect veterinarians from potential harm.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Restocked surgical and office supplies to keep all necessary materials easily accessible.
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
  • Recorded symptoms and documented medical observations to inform treatment decisions.
  • Answered owner animal health questions and advised on best care practices.
  • Administered medications to animals in treatment and documented changes in condition.
  • Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
  • Collected patient biopsies and blood samples for laboratory analysis.
  • Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
  • Monitored vital signs of animals during surgical procedures and provided postoperative care.
  • Administer medications, vaccines and treatments as instructed by veterinarian.
  • Performed fecal examinations, urinalysis and bloodwork.
  • Collected and prepared specimens for laboratory testing.
  • Maintained detailed records of animal health care and diagnostic treatments.
  • Assisted in preparation and administration of anesthesia for surgical processes.
  • Obtained patient history from owners and performed physical examinations.
  • Prepared, sterilized and maintained medical instruments and equipment.
  • Administered prescribed injectable controlled substances, tranquilizers, sedatives and injectable or inhalant anesthetics.
  • Filed daily progress records, surgery logs, x-ray logs, and routine records.
  • Performed dental cleanings using ultrasonic scaler.
  • Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
  • Administered vaccinations to variety of animal species.
  • Trained and mentored other LVT staff.

Certified Veterinary Technician

Bay Area Animal Hospital
09.2003 - 02.2008
  • Managed medical intervention and therapy for animals in collaboration with veterinarian.
  • Established intravenous drips for ongoing hydration in treatment of canines suffering from parvovirus infections.
  • Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
  • Promoted parasite protection as well as skin and coat health through regular grooming, dietary suggestions, and supplement recommendations for pet owners.
  • Supported 2 veterinarians in private animal clinic.
  • Cared for rodents, reptiles and exotic birds.
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
  • Restocked surgical and office supplies to keep all necessary materials easily accessible.
  • Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
  • Answered owner animal health questions and advised on best care practices.
  • Restrained animals to protect veterinarians from potential harm.
  • Administered medications to animals in treatment and documented changes in condition.
  • Collected patient biopsies and blood samples for laboratory analysis.
  • Recorded symptoms and documented medical observations to inform treatment decisions.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Administered prescribed injectable controlled substances, tranquilizers, sedatives and injectable or inhalant anesthetics.
  • Prepared, sterilized and maintained medical instruments and equipment.
  • Collected and prepared specimens for laboratory testing.
  • Assisted in preparation and administration of anesthesia for surgical processes.
  • Performed fecal examinations, urinalysis and bloodwork.
  • Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
  • Monitored vital signs of animals during surgical procedures and provided postoperative care.
  • Performed dental cleanings using ultrasonic scaler.
  • Maintained detailed records of animal health care and diagnostic treatments.
  • Trained and mentored other LVT staff.
  • Obtained patient history from owners and performed physical examinations.
  • Administer medications, vaccines and treatments as instructed by veterinarian.
  • Assisted veterinarians with radiographs and ultrasounds.
  • Filed daily progress records, surgery logs, x-ray logs, and routine records.
  • Educated clients on nutrition, preventive health and other animal care.
  • Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
  • Administered vaccinations to variety of animal species.

Education

Associate of Arts - Hospitality Management

Milwaukee Area Technical College
Milwaukee, WI
05.1995

Skills

  • Technical Assistance
  • Data Collection
  • Call Management
  • Failure Resolution
  • Debugging
  • Customer Relationship Management
  • Trend Analysis
  • Data Compiling
  • Support Services
  • Medical Software Expertise
  • Recordkeeping Skills
  • Helpdesk Operations
  • Application Installations
  • Customer Retention
  • Cross-functional Coordination
  • Effective Communication
  • Technical Expertise
  • Ticket Management
  • Adaptability and Flexibility
  • Data Analysis
  • Resource Allocation

Certification

  • Certified Veterinary Technician, State of Wisconsin - 2005

Timeline

EHR Support Specialist

Northlakes Community Clinic
04.2021 - Current

Clinical Application Coordinator

Bad River Health & Wellness Center
09.2009 - 04.2021

Certified Veterinary Technician (Head of Surgery)

Cairo Animal Hospital
02.2008 - 04.2009

Certified Veterinary Technician

Bay Area Animal Hospital
09.2003 - 02.2008

Associate of Arts - Hospitality Management

Milwaukee Area Technical College
Paula Kallio