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Megan Payne

@cuppy206

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Dedicated Tech Support Pro with a flair for problem-solving and customer satisfaction.

United States

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What I'm looking for

In my next role, I am looking for an opportunity that combines my skills in customer service and technical support with my passion for problem-solving and helping others. I thrive in environments where I can actively engage with clients, understand their needs, and provide effective solutions. A job that offers both challenges and learning opportunities is ideal.

Highly skilled professional with a robust dual background in technical support and instructional design. Offering a breadth of experience serving clients, patients and organizations through areas such as:

Technical Support & Troubleshooting
•Delivered end-user support for medical imaging software, A/V systems, and various hardware/software platforms
•Web/software design, development and enhancement

Instructional Design
•Conducted needs assessments to enhance curriculum and training materials
•Created presentations, procedure guides, videos and knowledge docs

Operational Management
•Coordinated administration for clinical research studies and cardiovascular disease labs
•Streamlined processes through database optimization and enhanced tracking

Change Management
•Championed adoption of new systems through context-specific training and post-implementation support
•Reduced learning curves by employing targeted methodologies catered to adult learners

Passionate about utilizing a blend of patience, adaptability and consummate technical abilities to empower users, solve problems and optimize utilization of complex systems.

Excel at quickly grasping complex concepts, platforms and procedures to provide clear direction, resolve issues and optimize systems. Dedicated problem-solver focused on understanding root causes to drive improvements. Leverage a background in psychology to build strong connections with users, gain deeper issue insight and provide patient, adaptable guidance.

Possess a Master's in Instructional Design & Technology demonstrating a strong grasp of the ADDIE framework, universal design principles, visual design theory, and adult learning techniques. Excel at analyzing training gaps, understanding learner personalities and needs, and employing targeted instructional approaches to drive comprehension and retention.

Core Skills:
•Patient & Adaptable Communication
•Technical Troubleshooting & Triaging
•Instructional Materials Creation
•LMS Management
•Process Optimization
•Stakeholder Coordination
•Strategic Planning & Implementation

Experience

Current

Technical Support | Client Advocate

Current

EncaptureMD

Sep 2023 - Present (8 months)

• Provide comprehensive technical support for medical imaging software and PACS systems to healthcare providers.
• Develop and distribute training resources; assist in software feature usage and workflow optimization.
• Ensure compliance with HIPAA and other regulations; advocate for patient privacy rights.
• Facilitate secure remote access to medical imaging data

Jira CSS Customer Support HTML CRM UX Design Remote Team Communication Skills Agile Problem Solving Technical Support

Technical Support

Crutchfield Corporation

Jun 2021 - Sep 2023 (2 years 3 months)

• Delivered technical support for audio/video equipment; excelled in problem-solving and customer advocacy.
• Specialized in car stereo equipment setup and troubleshooting; ensured customer satisfaction through personalized assistance.
• Trained and supported customers in using technology; streamlined technical issue resolution.

Customer Service iOS Technical Instruction Technical Illustration Technical Understanding Technical Concepts Technical Training Technical Systems Technical Support Troubleshooting Technical Troubleshooting

Administrative Assistant & Clinical Research Coordinator

University of Virginia

Nov 2020 - Jun 2021 (7 months)

• Managed executive schedules and communications; served as a liaison for internal and external stakeholders.
• Coordinated meetings and special events; maintained departmental records and databases.
• Supported special projects; contributed to professional development and departmental efficiency.

Clinical Study Clinical Trials Clinical Records Clinical Research Clinical Assessment Clinical Evaluation Clinical Trial Data Review Care Coordination Project Coordination Recruiting Coordinator Patient Care Coordination Administrative Work Executive Assistant Dermatology

Office Coordinator

University of Virginia

Oct 2018 - Oct 2020 (2 years)

• Oversaw administrative management and coordination; handled procurement, bookkeeping, and HR administration.
• Coordinated business travel and management agendas; managed correspondence and electronic files.

MS Office Office 365 MS Office Suite Office Management Google Office Suite Back Office Operations Back Office Reconciliation Microsoft Office Applications Reconciliations Account Reconciliation Medical Reimbursement Visa Support Travel Management Travel Coordination Calendar Management Onboarding Vendor Onboarding Employee Onboarding New Hire Onboarding

Patient Access Specialist & Referral Coordinator

University of Virginia

Mar 2017 - Oct 2018 (1 year 7 months)

• Expert in EPIC system implementation and training; developed comprehensive training guides.
• Managed referrals, scheduling, and patient communication with high efficiency and HIPAA compliance.

Epic MyChart Patient Care Patient Support Patient Care Coordination Referrals Scheduling Calendar Management Calendar Organization Medical Coding Medical Technology Medical Terminology Clinical Records Clinical Experience HIPAA Communication Email Communication Phone Communication

Underwriting Assistant

State Farm Insurance

May 2013 - May 2016 (3 years)

• Specialized in auto underwriting; proficient in RUMBA and AS/400 software.
• Demonstrated expertise in risk evaluation and creative problem-solving; trained employees on new software systems.