nino-eduardo palana

* Provide superior service and addressing customer issues by troubleshooting complex or unresolved issues escalated from Customer Service * Investigated and monitored application errors and customer-application interaction with Splunk * Maintained high levels of customer satisfaction by providing fast and accurate solutions to technical problems with a customer satisfaction score of 100% and median response time of one hour * Documented and managed customer interactions in NetSuite * Cross-team collaboration with engineering, customer service and product management for timely communication and resolution of customer problems * Functional and regression testing of new and unreleased features * Developed and refined technical support best practices and procedures * Defect tracking, resolution, and management with JIRA

* Provide live chat, email and phone support to Practice Fusion’s community of EHR users * Educate users on the functionality and use of the Practice Fusion EHR * Troubleshoot technical issues and escalate bugs appropriately * Maintain high levels of customer satisfaction by providing fast and accurate responses * Document and manage customer interactions in NetSuite CRM system * Conduct individual and group live training demonstrations via web conference * Moderate the PF Answers forum and respond to user questions and feedback * Identify trends in customer questions and issues * Develop and refine support best practices and procedures

* Providing personal, one-on-one training * Conduct presentations and workshops using Apple-approved training materials * One of the go-to people for creative tools and software knowledge in the store * Provide high levels of customer service to ensure a positive customer journey * Troubleshooting and repairing Apple hardware and software * Turning around repairs and data transfers to customers as quickly as possible

* Document and communicate performance goals for 100+ direct reports * Recruit, hire and train qualified employees * Deliver photography training in the classroom and on the job settings * Maintain a professional and trained staff through performance development programs * Provide high levels of customer service to meet the needs of the clients * Work with other departments in an effort to provide overall company synergy * Implement new products, sales and photography procedures * Ensure photography quality standards are met or exceeded * Provide support, guidance and instruction to field photographers * Photography equipment and inventory management * Designed posters, graphics and logos for territory needs * Acquire new sales accounts for market share gain

* Staff Photographer covering OvaHere Media sponsored events * Wrote theater, music, and film reviews * Interviewed musicians and actors for articles * Designed layouts for the OvaHere web site

* Assistant to the site director as an after-school teacher * Assisted in improving the program by communicating with parents and students * Planned and coordinated student activities with the site director

* Photograph weddings / corporate events / portraits * Logo design * Create photo illustrations * Image manipulation * Photo retouching

Practice Fusion is the largest cloud-based electronic health records (EHR) company in the U.S. with more than 112,000 monthly active medical professionals and 81 million patients. Our mission, is to connect doctors, patients and data to drive better health and save lives.Practice Fusion provides a free, web-based Electronic Health Record (EHR) system to physicians. With charting, scheduling, e-prescribing, billing, lab integrations, e-referrals, tablet interface, Meaningful Use certification, unlimited support and a Personal Health Record for patients.