Savannah Williams
Summary
Logical Analyst polished in maintaining system processes, conducting requirement analysis, and defining configuration specifications. Reputable and hardworking professional with 6+ years of hands-on experience developing and providing in-depth analysis of customer service offerings and performance metrics. Tech-savvy leader possessing solid SQL query writing skills coupled with deep knowledge of visualization tools and techniques.
Overview
7
7
years of professional experience
Work History
Contracting Analyst
JP Morgan & Chase (InstaMed)
03.2022 - 06.2023
- Develop and maintain Salesforce Solutions and Knowledge Articles for the customer service team
- Perform installations, repairs, upgrades, backups, and other maintenance tasks pertaining to InstaMed Online or InstaMed Connect, as well as the following encrypted EMV devices: Ingenico Lane 3000, Ingenico Lane 5000 or the Ingenico Link 2500
- Master departmental procedural processes and analyze information to determine course of action, while maintaining compliance and business requirements
- Complete due diligence and reinforce KYC policies to ensure anti-money laundering standards and prevent misrouting of funds during processing of new enrollments or changes to existing accounts
- Research, synthesize and verify customer information to facilitate outreach and resolution
- Identify potential fraudulent accounts using investigative skills and available resources
- Manage multiple work queues and prioritize as necessary to provide best possible customer experience
- Maintain professional and courteous manner while addressing customer calls or emails
- Speak with customers to review their request (enrollment, change, etc.) and provide guidance on next steps to effectively resolve issues, while promoting a positive customer experience.
Helpdesk Analyst II Epic
06.2021 - 01.2022
- Performed system configuration, optimization, and maintenance of Epic software modules
- Collaborated with end users to identify and address system issues and improvement opportunities
- Provided end-user training and support during system upgrades and enhancements.
Help Desk Analyst (TEMP)
DaVita
11.2020 - 05.2021
- Analyzes current and proposed departmental/user hardware and EHR/EMR software systems; provided configuration of advanced systems
- Diagnose and troubleshoot wireless, security, switching, and other various network-related issues affecting to Cisco Meraki network
- Participates in the development of and provides individual and/or group instruction and/or training to end users on new or updated technologies; may supervise or provide functional direction to assigned staff and/or student employees
- Supports and may lead medium to large scale research and development initiatives and/or projects involving the implementation of new technologies
- Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates; may maintain, and input applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials
- Reviews and/or creates proposals which consist of objectives, scope, and user expectations; gathers facts, analyzes data, and prepares proposal synopses comparing alternatives in terms of cost, time, and availability of resources; recommends courses of action
- Analyzes and solves problems of moderately advanced complexity on computer applications and systems for students, faculty, and staff for departments and/or the university community; provides a wide range of in-depth technical assistance to departmental users and/or support staff.
Solutions Advisor
Ring Solutions
06.2018 - 08.2020
- Assisting in advising on installation, repairing and troubleshooting audio and video equipment extended to PoE devices as well as traditional hardware systems
- Ensuring that all systems and software function properly
- Determine the causes of client pain-points and eliminate them where they hide
- Review, teach and explain complicated call routing and how to set it up in an environment where there are five possible ways to achieve the same goal
- Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations
- Excellent communication and collaboration skills internally and client facing
- Time Management: ensuring your calendar’s appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process
- Ability to handle escalated issues and know when to escalate issues that require immediate attention
- Administer a variety of technical projects related to the setup, maintenance, and support of all clients.
Patient Care Coordinator (TEMP)
Optum 360
08.2017 - 01.2018
- Contacts insurance carrier(s) to obtain all information necessary for the successful billing of 3rd party payers (coordination of benefits, benefit coverage / limits, co - pay / deductible amounts, authorization, pre - certification and referral requirements
- Re - verifies insurance of recurring patients
- Performs financial assessments and determines patient’s responsibility
- Advises patient of all financial obligations
- Communicates balance amounts, deposits and point of service payments
- Prepares charts, registration
- Forms, and patient addressograph plates
- Forwards required items to nursing unit / clinic / ancillary department
- Answers telephone, maintains files, sorts mail and keeps inventory of supplies
- Manages patient placement and bed board functions
- Deals with physicians and other customers
- Coordinates expiation documentation and manages patient valuables.
Tier 1 Technician
1&1 Internet
06.2016 - 01.2018
- Maintain stable client base and server environment
- Support for client’s hosting services
- Escalate issues to appropriate departments
- Responsive and adaptive communication skills
- Server and incident management
- Troubleshoot support inquires and billing related to HTTP, DNS, MYSQL, mail and coding issues.
Education
Associate of Science in Nursing -
Montgomery County Community College
09-2023
Upper Merion High School
12.2014
Medical Assistant Program -
Central Montco Technical High School
12.2014
Skills
- Software & Hardware testing and training
- Microsoft Suite Application Troubleshooting
- VPN Access Troubleshooting
- POS Technology Troubleshooting
- Claims Processing
- Cisco Routing, switch configuration, and network troubleshooting
- EHR and EMR Systems Analysis
- Excellent interpersonal and analytical skills
- SAS programming
- Statistic analysis expertise
- Process Improvements
- Data Processing
- Finance
- Team Collaboration and Leadership
- Documentation And Reporting
- Trend modeling
- In-depth knowledge of Wi-Fi technologies and issues(devices/connectivity)
- KPI analysis
- Financial Management
- Security solutions
- Excel proficiency
- Analytical Thinking
- Data migration planning
- Technical Writing
- System Configuration
- Network Administration
- Software integration
Timeline
Contracting Analyst
JP Morgan & Chase (InstaMed)
03.2022 - 06.2023
Helpdesk Analyst II Epic
06.2021 - 01.2022
Help Desk Analyst (TEMP)
DaVita
11.2020 - 05.2021
Solutions Advisor
Ring Solutions
06.2018 - 08.2020
Patient Care Coordinator (TEMP)
Optum 360
08.2017 - 01.2018
Tier 1 Technician
1&1 Internet
06.2016 - 01.2018
Associate of Science in Nursing -
Montgomery County Community College
Upper Merion High School
Medical Assistant Program -
Central Montco Technical High School
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