Stephen LaRosa
Bethel,CT
Summary
Electronic Health Record Support Analyst with a extensive customer service, Behavioral Health and technical background. Over 8 years of experience supporting web-based software rollout (AURA) and existing hosted applications within a secure data center. Duties include software testing, configuration, training and software/hardware troubleshooting and calls as a daytime and evening support rep. Other duties include 24/7 oncall availability and handling system-wide outages. Experienced working both independently and with a team to promptly resolve time-sensitive patient safety and customer service issues. Personable, hard-working and dedicated Customer Service Representative with extensive experience in the Medical Records industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Served a wide variety of mental, medical and behavioral health facilities of all sizes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Tier 2 Software Support Analyst
Sigmund Software
Danbury, CT
05.2015 - Current
- Diagnosing and resolving complex technical issues related to software applications and hardware components.
- Assisted customers in the Installation and configuration of various software programs.
- Created user accounts, reset passwords, and maintained access rights in accordance with security policies.
- Responded promptly to customer inquiries regarding product features or usage instructions.
- Prepared detailed reports summarizing findings from investigations into development cases (such as Fogbugz and Devops).
- Provided training sessions on how to use newly installed software applications.
- Tested new software releases to ensure compatibility with existing systems.
- Created knowledgebase solutions and identified opportunities for process improvement within the Software Support team.
- Provided technical support for software applications and hardware devices to end users.
- Resolved system errors by troubleshooting application issues, identifying root causes and recommending solutions.
- Developed processes for resolving customer complaints quickly and efficiently.
- Analyzed data from audit and error logs.
- Collaborated with other departments such as IT Support, Development, Implementation, Testing and Configuration to resolve complex technical issues.
- Assisted in developing documentation of known issues and resolutions for future reference.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Handled incoming support calls to ensure prompt resolution of urgent issues during regular and off-hours.
- Met with customers for regular support meetings in order to assure customer satisfaction.
- Assisted in training other team members on best practices.
Driver/Runner
Fedex Home Delivery
Commack, NY
11.2013 - 03.2015
- Documented daily mileage, gas, and other data.
- Delivered packages to customers on time and in excellent condition.
- Delivered packages to customers in a timely and efficient manner.
- Adhered to company policies and procedures related to safety and security standards.
- Communicated effectively with dispatchers regarding pick-ups and deliveries status updates.
- Performed pre-trip inspection checks and reported problems to supervisor.
- Inventoried, loaded and unloaded trucks.
- Verified the contents of inventory loads against shipping papers.
- Coordinated with team members and remained flexible in work scheduling to meet service needs.
Installation Technician/Driver
Sperry Tents Hamptons
Bridgehampton, NY
04.2013 - 10.2014
- Installed equipment, such as tents, lighting, flooring and generators according to manufacturer specifications and customer requirements.
- Worked with team members to install and maintain equipment.
- Assisted in training other technicians on best practices for installation procedures.
- Documented daily mileage, gas, and other data.
- Utilized GPS to optimize routes and continuously meet estimated delivery times.
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
- Performed pre-trip inspection checks and reported problems to supervisor.
- Secured equipment and supplies, avoiding damage during transportation.
- Checked loads to ensure that cargo was secure and distributed evenly.
- Assisted with loading and unloading freight when necessary.
- Drove trucks to and from job sites to deliver supplies.
- Coordinated with team members and remained flexible in work scheduling to meet service needs.
Material Handler
Boehringer Ingelheim Pharmaceuticals
Ridgefield, CT
06.2008 - 06.2009
- Managed work area cleanliness by following company guidelines for organization.
- Received and distributed incoming materials to designated areas.
- Organized warehouse shelves, racks, and bins for proper storage of materials.
- Packed merchandise into boxes and containers in preparation for safe shipment.
- Supported other warehouse personnel in completing tasks efficiently.
- Loaded completed orders on pallets according to delivery numbers.
- Loaded and unloaded trucks with appropriate material handling equipment.
- Organized warehouse inventory according to warehouse plan.
- Prepared outgoing shipments by packaging, labeling, and loading onto delivery vehicles.
- Maintained accurate inventory records of all received items.
- Protected company inventory by maintaining and organizing storage areas.
- Managed warehouse receiving, storing and shipping.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
- Worked with internal departments to locate missing packages and remedy incorrect deliveries.
- Used scanners to track parcel information, condition or receipt.
- Used digital database to keep records of units and stock moved.
- Applied barcodes to cargo and used digital scanners to track and locate materials during transportation.
- Delivered all inbound packages within the Administrative Office Building.
Inpatient Activity Coordinator
SLS Residential
Brewster, NY
01.2007 - 04.2008
- Ensured that all safety protocols were followed by staff members at all times.
- Collaborated with clinical support staff and care professionals to establish team-based, patient-centered care approach.
- Supported activity leaders and external providers to deliver structured activities.
- Scheduled and coordinated events and activities.
- Logged all inpatient activity into clinical data records.
- Transported inpatients to and from the facility.
- Trained and experienced in crisis interventions.
Education
Bachelor of Arts - Psychology
Western Connecticut State University
Danbury, CT01-2008
Skills
- Software Testing
- Application Support
- Microsoft Windows and Office
- Technical Troubleshooting
- User Support
- Hardware Configuration
- Customer Service
- Analytical Skills
- Hardware and Software Configuration
- Written Communication
- Multitasking
- Remote Technical Support
Accomplishments
- 2012 Appalachian Trail Thru-Hiker
Certification
- Certified Practitioner: Humanitarian School of Socionics
Timeline
Tier 2 Software Support Analyst
Sigmund Software
05.2015 - Current
Driver/Runner
Fedex Home Delivery
11.2013 - 03.2015
Installation Technician/Driver
Sperry Tents Hamptons
04.2013 - 10.2014
Material Handler
Boehringer Ingelheim Pharmaceuticals
06.2008 - 06.2009
Inpatient Activity Coordinator
SLS Residential
01.2007 - 04.2008
Bachelor of Arts - Psychology
Western Connecticut State University
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