Tamara Karns
Political Science graduate from Middle Tennessee State University with eight years of business and IT support experience.
| Headline: | Innocent Bystander |
| Industries: | Computing, Information Technology |
| Skills: | Business, Law, Litigation, Management, Marketing, Public Relations |
| Groups: | Linking Indiana |
| Interested in: | Employment opportunities, Finding mentors, Helping friends, Meeting new people, Professional opportunities, Shadowing |
| Schools: | Middle Tennessee State University |
WORK EXPERIENCE
| Employer: | Dialogic Communications Corporation, Franklin, TN |
| Position: | Technical Support Analyst |
| Time period: | January 2004 - December 2006 |
| Description: | • Assembled, installed, tested and maintained proprietary emergency notification and GIS mapping software on servers
• Resolved computer applications and systems problems for major clients nationwide guiding the solution process via phone and using remote desktop troubleshooting Resolved 75% of the issues in less than 24 hours applying analytical abilities, technical knowledge, and/or the ability to appropriately research the issue • Tested new software, wrote detailed documentation and dummy-proofed instructions • Contributed ideas and approaches that improved troubleshooting processes for company • Developed rapport with clients by listening, interacting and establishing confidence that the issue would be resolved |
| Employer: | Quality Systems Integrators, Minneapolis, MN |
| Position: | Contract Support as IT Tier I Technical Support |
| Time period: | January 2004 - December 2004 |
| Description: | Client: Allianz Life Insurance Company, Minneapolis, MN
• Collaborated with 20 help desk technicians providing telephone support to nationwide employee base - Improved efficiency by decreasing end-user downtime |
| Employer: | Mid-Medical Insurance Holding Company, Plymouth, MN |
| Position: | Application Support Specialist, as Tier I and II Technical Support |
| Time period: | January 2003 - December 2004 |
| Description: | • Developed in-depth understanding of HIPAA guidelines to effectively protect member/patient confidentiality in billing software used by various doctors’ offices
• Provided application support to 23 clients and 1500+ end users of Electronic Project Management - Achieved a 48-hour follow up support and 75% problem resolution within 24 hours |
| Employer: | Humana Dental, Minneapolis, MN |
| Position: | Office Manager—Sales Office |
| Time period: | January 2002 - December 2002 |
| Description: | • Managed operating efficiency of office and prepared professional reports and documents for management team
• Created quarterly marketing materials and faxed to 2000 agents |
| Employer: | United Health Group, Minneapolis, MN |
| Position: | Case Installer |
| Time period: | January 2001 - December 2002 |
| Description: | • Reviewed health insurance applications to assure accuracy and provided follow-up procedures to correct any mistakes |
| Employer: | Computer Generated Solutions, Minneapolis, MN |
| Position: | Contract Consultant |
| Time period: | January 2000 - December 2001 |
| Description: | Client: United Healthcare, Minneapolis, MN
• Coordinated with Unisys to maintain functionality of networked printers - Achieved seamless production delivery of critical reports to department managers • Managed more than 80 calls daily to reset Windows NT/Novell/IBM Emulator passwords and troubleshoot application problems - Achieved first-time success rate of 90% which minimized end-user downtime |
EDUCATION
| University: | Middle Tennessee State University |
| Degree: | Political Science, BSc |
