Robert Carlton
Johnson City,TN
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
IT Help Desk Technician
East Tennessee State University
04.2018 - Current
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Install and configure new hardware, software, and peripheral devices.
- Reduce downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Optimize network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
- Answer customer inquiries and provide accurate information regarding products and services.
- Implement remote support tools to expedite issue resolution and reduce the need for in-person assistance.
- Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintain accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Gather customer feedback through surveys and use the data to improve customer service.
Coding Analyst
East Tennessee State University
08.2017 - 05.2022
- Improved coding accuracy by conducting thorough research and staying up-to-date with industry standards.
- Analyzed customer data to identify coding issues and implemented solutions accordingly.
- Performed code reviews of other developers' work and provided feedback.
- Learned coding principles and analytical thought processes.
- Actively maintained current working knowledge of CPT and ICD-9 coding principles, government regulation, protocols and third party requirements regarding billing.
- Created detailed documentation for existing and new coding projects.
- Tested, debugged, and maintained existing codebase for optimal performance.
- Managed multiple projects simultaneously while meeting tight deadlines without compromising quality or accuracy of deliverables.
- Participated actively in sprint planning meetings to provide technical input on upcoming tasks.
- Provided guidance to junior developers on how best to approach specific programming challenges.
- Read through patient health data, histories, physician diagnoses and treatments to gain understanding for coding purposes.
- Assigned additional diagnosis codes based on specific clinical findings (laboratory, radiology, and pathology reports as as clinical studies) in support of existing diagnosis.
- Applied coding rules established by American Medical Association and Centers for Medicare and Medicaid Services for assignment of procedural codes.
- Developed customized code sets for clients, resulting in streamlined billing processes.
- Enhanced team productivity by providing ongoing training and support to junior coding analysts.
- Contributed to the development of internal coding guidelines, ensuring consistency across the team.
Education
Bachelor of Science - Computer Science
East Tennessee State University
Johnson City, TN05.2022
Skills
- Healthcare Claim Coding
- Medical Billing/Record Security
- Ethical Standards
- Ticket Management
- Remote Support
- Systems Diagnostics
- Hardware Repair
- Software Updates
- Data Collection/Entry/Modeling/Security Procedures
- Information Security
- Call/Route/Document Management
- Customer Needs Assessment
Timeline
IT Help Desk Technician
East Tennessee State University
04.2018 - Current
Coding Analyst
East Tennessee State University
08.2017 - 05.2022
Bachelor of Science - Computer Science
East Tennessee State University