Amos User

At NetSuite, I resolved 70+ daily Tier 2 support cases for healthcare clients across patient management, scheduling, billing, claims, and telemedicine workflows.

I reproduce defects in sandbox environments, investigate API and integration issues, query account and case data, and provide engineering-ready reports with logs, reproduction steps, and environment metadata. My root-cause and ticket-trend analysis helped lower average resolution time by 25%.

I maintained 98% CSAT and 92% First Contact Resolution while supporting VIP hospitals, clinics, and rehabilitation facilities with HIPAA/PHI-compliant, high-urgency service. I also partnered with Product and Engineering to validate fixes, prioritize impactful defects, and turn customer pain points into product feedback.

Previously at Alleva, I supported behavioral health organizations using SaaS tools for patient records, scheduling, telehealth, email, insurance verification, billing, and compliance workflows. I led onboarding and training, wrote self-service resources that increased adoption by 10%, and helped customers navigate complex issues with clarity and empathy.