Allan Mosher

Experience

• 

  Teen Challenge New England, Manchester NH

  Aug 2005 - Jul 2008

  Intake Coordinator/IT rep

  First contact for perspective students; administrative duties. In-house IT representative in charge of network maintenance, troubleshooting and installations and upgrades.

• 

  Progressive Rehab

  Jul 2008 - Feb 2009

  Office Manager

  I managed every aspect of this busy chiropractic office. I maintained all paperwork and files, communication with patients, lawyers and insurance companies. I managed patient flow in the office and assisted the doctor in treating patients. I also maintained our small computer network including troubleshooting and maintenance, upgrades and new installations.

• 

  SigmaCare

  Aug 2009 - Jan 2015

  Effectively communicate complex resolutions and concepts to both external clients an internal employees. Mentor Level 1 and 2 teams by transferring product knowledge and modeling support best practices and expert ticket handling. Successfully support a variety of technologies including web-based enterprise health care software, remote networks, HL7, database driven and screen scraping interfaces. Responsible for updating knowledge base content and for dispersing information to the support team. Trained administrators/level 1 support to inherit RMA process and further develop it to maximize output. Increased product knowledge to successfully support increasingly difficult and technical tickets. Gained extensive experience supporting screen-scraping, database driven and HL7 interfaces. Correctly formatted escalations to submit to Level 3 to minimize duplication of investigation. Further developed leadership behaviors. Carved out newly created role on the customer support team effectively managing a variety of tasks including logging incoming tickets, routing calls, processing hardware RMAs while learning an extensive web-based EMR software product. Helped to establish and develop processes to increase efficiency and output, created documentation and contributed to further tailoring home grown CRM system to meet workflow requirements. Developed leadership behaviors in line with company goals.

  • Senior Support Analyst

    Mar 2011 - Jan 2015

  • Support Analyst/Level 2 Support

    Jul 2010 - Mar 2011

  • Customer Support Administrator/Level 1 Support

    Aug 2009 - Jul 2010
• 

  Radiantly Raw Kitchen

  Jan 2015 - now

  Co-Owner