Bernard Lewis

• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
• Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
• Managed user profiles, security access and shared file structures.
• Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
• Maintained records, logs and lifecycle documentation of work requests.
• Worked with customer service supervisors to resolve many customer concerns on daily basis.
• Created new accounts, reset passwords and configured access to servers and file management software for users.

• Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.
• Facilitated communication through active management of incoming correspondences, phone calls, emails and letters.
• Obtained customer information from phone calls and email communication and entered in system to update internal records.
• Collaborated with different departments within organization to deliver top-level customer service to customers and effectively used customer relationship management tool.
• Maintained professional tone at all times, including during peak rush hours.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Prioritized and organized tasks to efficiently accomplish service goals.

• Maintained highest levels of quality, safety and patient confidentiality by following hospital and regulatory guidelines when collecting patient information and conducting imaging procedures.
• Reduced patients' anxiety and enhanced cooperation by educating on procedure details, instructions and expectations.
• Captured and developed images following physicians' orders allowing proper diagnosis and treatment.
• Reviewed diagnostic image quality and filed diagnostic images in appropriate patient records.
• Created and maintained accurate and confidential patient files according to regulatory mandates.
• Helped patients complete paperwork and explained processes and procedures.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Prepared new charts, updated existing charts and managed records transfers between offices.
• Digitized medical records and organized files in DINPACS.

Engaged in preparing MIS reports, and provided travel status details for the defense travel systems, including travel authorizations, adjustments and vouchers.
Strictly adhered to Joint Federal Travel Regulations (JFTR), Joint Travel Regulations (JTR), Department of Defense Financal Magangement Regualtion (DoDFMR).
Resolved all technical hindrances and ensured compliance with regulations, correct payments, accuracy of documentation, and claimed amounts.
Prepared standard operating procedures for using systems and assisted in individual squadron training.
Became proficient with all travel systems and applications, coordinated travel pay issues, researched pay issues, and briefed customers regarding travel entitlements and allowances.