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Joshua Dougan4225 North First Ave. Tucson, Arizona 85719
(210) 882-8987 (C)[email protected]
PROFESSIONAL SUMMARY
Enthusiastic, results-driven associate service delivery coordinator with 5+ years of experience seeking a career within the information technology industry. Possesses excellent interpersonal, written, and verbal communication skills. Demonstrates attention to the smallest of details, a strong work ethic, with solid professionalism in the work environment.
TECHNICAL SKILLS
Microsoft Outlook Microsoft Access Microsoft Excel Microsoft WordBMC Remedy Judgment and Decision Making Active Listening Project CoordinationInformation Management Team Building Process Development Leadership
EMPLOYMENT HISTORYLa Frontera Arizona Tucson, AZAccounting/Billing Assistant 2014-Current
Import and export explanation of benefits from healthcare provider portals via Microsoft Access and Microsoft Excel for the medical billing department
Research medical claim denials, collaborate with certified occupational safety specialist supervisors, and adjust the electronic health record system accordingly
Develop, write, and distribute training content impacting the medical billing staff involving explanation of benefits
Computer Sciences Corporation Tucson, AZService Delivery Coordinator/ Supervisor 2011-2014
Led a sixteen member team that provided administrative support to 350+ technicians across the United States in conjunction with service level agreements (SLA’s)
Established a total work system that provided the accurate assigning of incidents, service requests, and work orders within the appropriate SLA timeframe
Effectively worked in partnership with technical management to provide resolutions to all client escalations that included scheduling conflicts, equipment issues, imaging issues, etc…
Researched, edited, and wrote process and procedure documents/training manuals per account standards
Computer Consulting Operations Specialists Tucson, AZLead Scheduler 2011-2011
Collaborated closely with project managers, site supervisors, operational managers, and field service leads to certify the appropriate path for incident tickets, service requests, and work orders within BMC Remedy
Supervised scheduling department including the reviewing and auditing of technical tickets to identify and correct documentation/assignment errors
Wrote complex queries within BMC Remedy to quickly identify information technology tickets on the verge of breaching SLA’s
Disys Tucson, AZScheduler 2010-2011
Coordinated, assigned, and scheduled I.T. incident tickets for the Computer Sciences Corporation-Raytheon Account between clients, and IT technicians
Ensured client troubleshoot tickets were accurately documented and distributed across all business units using tools such as E Services, USD Ticketing, Lotus Notes, and Lotus Sametime
EDUCATION AND TRAININGPima Community College Tucson, AZ
“Get Into Energy” Programo Electrical Utility Technology Certificate Expected May 2016o National Career Readiness Certificate August 2015o Energy Industry Fundamentals Certificate July 2015
