Gerald Graves

Experience

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  US Army

  Jul 1987 - Jul 1999

  Interpreted for Spanish-speaking soldiers regarding concerns with all medical inquiriesDesigned and built internet network at Healthcare Facility, to better assist Customer Service RepresentativesCoordinated, planned and supervised several departments, implemented computer automation as hardcopy Supervised physical exam section of the United States Army Health Clinic PentagonCoordinated, planned and supervised various troop excises throughout the United States and EuropePresented written and oral benefits for military exercise utilizing automated equipment

  • Medical Specialist/Instructor

    Jul 1987 - Jul 1999

  • Medical Specialist

    Jul 1987 - Jul 1999
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  PARKPLACE PONTIAC, GMC

  Jul 1999 - Mar 2003

  Auto Sales Representative

  Assisted customers with the purchase of new/pre-owned vehiclesActed as a liaison between customers and the lending institutionAssisted Spanish speaking customersPerformed internet sales and basic troubleshooting computer equipmentMaintained familiarity with used cars and kept updated about competitor productsKept Management daily updated with record of sales and orders – Tracked progress of existing orders by contacting or liaising with suppliersEstablished relationships with new customers – Showed customers how to use acquired vehicles after deliveryMaintained existing customer base thru meeting, emails, phone, and internetAdvised customers regarding payment options and other loans, leasing banking termsNegotiated delivery and price variations Show less

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  NELNET LOAN SERVICES

  May 2003 - Dec 2005

  Customer Service Consultant

  Handled customer service inquiries and problems via telephone, internet or written correspondence regarding account reconciliationAct as a billing account specialistRespond to inquiries via written correspondenceServed as point of contact for both guarantor and lending institutionsProvided interpreting for Spanish speaking clients Initiated outreach calls, or answering inbound calls from members Act as a subject matter expert by providing training, coaching, or responding to complex issues on phone system (Avaya 400) Show less

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  Sallie Mae

  Dec 2005 - Jul 2006

  Bilingual Customer Service Consultant

  Provided assistance regarding student loan consolidation for Spanish speaking clientsRespond to customer requests via written correspondenceConducted thorough research to determine the correct information, to advise the provider in regards to his/her inquiry

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  Castleton healthcare

  Jul 2006 - Mar 2009

  Supervised Housekeeping Laundry staff of 12 personsStaff development (recruit and trained)Performed all floor care (stripping, waxing and carpet care)Built small network from T-1 lines down to end user computers and created a company network to incorporate routers, switches and hotspots for use in the facilityPerformed troubleshooting of all computers and peripherals in the facilitySolved IT issues, determined changes, recommended quality software, projects modifications of software, hardware and networkingAssisted with IT solutions offered and change management activitiesNetwork administrator for internet operationsWorked closely with clients to analyzed IT system requirements, clients information technology needs and their resources in order to plan IT projects and fulfill clients expectations Show less

  • supervisor/network adminstrator

    Jul 2006 - Mar 2009

  • Supervisor/Floor Technician

    Jul 2006 - Mar 2009
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  International Medical Group

  Mar 2009 - Jan 2012

  Handled a high volume of calls 60-80 daily regarding providers verifying benefitsProvided assistance to policy holders regarding benefits and claim informationResponsible for assisting all customer with their questions regarding supported software and computing platform, in a timeliness and courteous mannerSystems Support Tier1 Presented with system level and application problems on mission critical systems requiring immediate resolution ensuring systems are operational according to agreed upon service level agreements and that they have a high degree of integrity and reliabilityPrepared detailed specifications for programs, analyses and revised existing system logic deficiencies, oversee all phases of the technical system design and advise, check and direct systems programs onto the correct technical system Contribute to knowledge databasesHandled phone lines for troubleshooting (35-50 calls per day)Monitored incoming and outgoing emails via program Mail Marshall and SplunkBuilt and refurbished computers using image scripted over the company network. Provided troubleshooting, upgrades, and training to end users in local office and Europe office via remote assistance. Provide status updates to customers and verify the quality of service when incidents are closed via TFS system. Show less

  • support tier I and II

    Mar 2009 - Jan 2012

  • Customer Service Representative

    Mar 2009 - Jan 2012
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  Community hospital

  Oct 2012 - Apr 2013

  operated as Epic Analyst during Epic set up at Community Hospil SystemFeilded trouble shooting calls on new systemAssisted with setup of new system Basic training on new system Troubleshoot Epic ProgramTier I support coordinate program updates and edits

  • epic analyst

    Oct 2012 - Apr 2013

  • epic analyst

    Oct 2012 - Oct 2012
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  Roche Diagnostics

  Apr 2013 - now

  IT Support Specialist

  Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, including interorganizational impactProvide high-quality technical support and advice on various technical Roche platforms in the areas of operating, client core and communication softwareCollaborate with peers, business partners, and various support teams to provide continuous improvementEnsure services are delivered according to agreed service levels in a transparent, reliable, and flexible processSupport hardware (e.g. laptops, desktops, tablets, smartphones, printers and faxes, multimedia, videoconferencing, etc.) on-siteEmploy Agile methodologies and ways of workingInnovate for new solutions in the area of responsibilityEvolve, improve, and fine-tune the local solutions and technologies through release managementExplore root cause investigations, vendor engagement, and engineering proposals of fixes to the developed solutionsSupport local departments in making the best possible use of centrally provided IT servicesContinuously and proactively prepare evaluations on SLAs fulfillment using KPIs and developing recommendations for optimizing services and processes togetherProactively identify qualitative and quantitative weak points and address them to the proper recipientTake ownership of incidents and act decisivelyCoordinate service provider, group escalation responses and provide follow-up on contactsProvide 2nd level technical resolution in person or via remote for field based employees for hardware: computers, desktops, smartphones, tablets, and mobile devicesDeploy hardware to end users including campus and field utilizing established request ticketing processConsult with customers, gather feedback, translate the needs, and apply the best technical solutionsExercise interpersonal and communication skills while engaging with all levelsSKILLS Show less