Stephen Cotton

Experience

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  Expert Global Solutions

  Aug 2006 - Jul 2015

  Eos Specialist

  Training in multiple hospitals’ patient information systems, such as EPIC, Ontario FACS systems and other Citrix-based applications – used to assist in patient billing and follow-up with insurance claims.Extensively communicate with insurance personnel and patients to assist with claims payment and/or processing and bill payment options.Manages customer accounts; determining any insurance or patient responsibility, problem solving claims, and/or reporting issues that allows for timely account resolution.Maintain a minimum of 40 separate customer accounts totaling receivables of up to $200,000.Telecommunicating with patients to assist with billing or to determine resolution within company guidelines.Extensive knowledge of HIPAA laws and regulations regarding patient confidentiality.Extensively utilize programs like Excel, MS Word, Remote desktop, Outlook to perform daily tasks.Often called upon to assist in troubleshooting PC and network problems when other IT staff were not available.4+ years working from home, showing the ability to self-manage and prioritize work efficiently. Show less

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  Ascena Retail Group, Inc.

  Aug 2015 - Dec 2021

  Development and Operations Analyst III

  Lead a team of 75 Service Desk agents responsible for delivery of telephone, email, and chat-based service for hundreds of customers (retail associates and store managers) daily. Act as a point of escalation, offering expert advice and support for handling IT-related issues. Assess, document, and improve Service Desk policies, processes, call statistics, and productivity. Serve as liaison to System Engineering and Quality Assurance Teams to relay needs for technical updates, resolve service issues, and review quality of agent engagements with customers. Created and executed the Agent Development Project. Authored and then trained agents in Standard Operating Procedures. Established performance evaluation touchpoints and awards system.Consistent training improved the team's overall productivity and consistency by 30% after one year. Increased team’s average calls per hour (CPH) from 2.7 to 4 through process improvement and mentoring. Brought every team member’s average CPH to above baseline (3.2 CPH), reaching as high as 5.5 CPH.Improved customer satisfaction by reducing service wait times from 90 seconds to 40 seconds. Show less

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  George J Igel & Co Inc

  Dec 2021 - May 2023

  Human Resources Information System Analyst

  Operated as the sole HRIS Analyst in a hybrid role for the Safety and Human Resources department, responsible for building, automating and maintaining reports and collecting, organizing, analyzing and disseminating significant amounts of data for the HR Manager, VP of HR & Safety and the CEO. Act as the SME on software being used, communicating expert advice on complex configurations. Manage project life-cycles from design to implementation. Serve as liaison between the HR and IT teams as the technical point of contact, testing and troubleshooting integrations. Extensive use of my videography & Adobe Premiere Pro background to film, sequence, edit and produce safety video training tutorials, leadership announcements and promotional tools for use by more than 500 field service employees.Oversaw the implementation of 5 unique feature updates and more than 20 improvements to the company HCMImproved ongoing ticket management process from requiring 6-8 hours completion time, to ~1 hour, weekly.Recorded, directed, produced and edited more than 20 safety tutorial videos and leadership messages Created or improved HR and Safety Dept reports within Excel or shifting to more efficient software entirely Show less

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  Consolidated Cooperative

  Aug 2023 - Apr 2024

  IT and Security Technician

  Successfully spearheading initiatives to enhance the cybersecurity posture across the organization. Revamping security reporting processes, reducing task time from 6 hours to 10 minutes while enabling real-time dashboards for security insights. Overseeing the continued development of the company’s phish testing simulation campaigns and continuous training efforts, increasing the company’s security posture. Leading efforts to streamline MDM for efficient device onboarding and advancing secure password storage solutions.Monitor systems and network traffic for cybersecurity threats.Lead initiatives to log admin user modification attempts, monitor app installs, and expand tracking of network access events.Manage incoming helpdesk ticketing as needed, providing end-user IT support.Drafted and/or updated company board and IT policies such as the company’s first Generative AI usage policy. Show less

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  Installed Building Products

  Apr 2024 - now

  Human Resources Information System Analyst