Help Desk Site Lead

CAREER OBJECTIVE:

Seeking a position where the skills and knowledge obtained will provide support to the team and the success of the organization, while supporting the overall mission and core values.

WORK EXPERIENCE:

Youth Leader/Mentor at Bob Holcomb Elementary (Gr. TK-6th)

The Boys and Girls Club of Redlands and San Bernardino

December 2023 – Current

Contributes to an environment of safety through the learning and implementation and monitoring of all safety-related best practices, policies, and procedures.

Promotes accountability to safety through consistent observation, adherence to all safety rules and practices and proactive communication among members, parents, peers, and leadership.

Responsible for supervising, organizing, playing and/or refereeing any individual and/or group activities (indoor and outdoor).

Organizes and conducts programs following established program guidelines & activities.

Ensures the integration of new Expanded Learning (EXL) students to assist s as they acclimate to the EXL Program and with other EXL students.

Provides formal and informal guidance and mentorship to colleagues and EXL campus student population.

Delivers daily lesson plan to EXL student population (grades TK through 6th) using encouragement, positive reinforcement, redirecting method of discipline and coping.

Responsible for regularly scanning all areas for anything hazardous or harmful and report them to the supervisor in a timely manner.

Completed Child Safety trainings meet the necessary requirements to be a mandated.

Assists campus Site Lead with administrative tasks, such as, having time sheets completed daily by all EXL Staff, permanent and subs, making copies of lesson plans and homework worksheets and placing them in their appropriate class folders.

Provides assistance to campus Site Lead with ensuring EXL students are collected from their classrooms and attendance is taken on attendance roster and recorded in Aeries in a timely manner.

Assists Site Lead with student pick up, by greeting parents arriving to pick their student(s), while gathering student information, then announcing over walkie-talkie to EXL staff to release student, and ensures student is accompanied to parent or car for pick-up.

Help Desk Technician I

Healthcare Reimbursement Services, Inc - Dallas, TX.

August 2021 - March 2023; February 2018 - May 2021

Responsible for checking, troubleshooting employee/client workstations and servers.

Diagnosed and executed troubleshooting steps to resolve outstanding tickets and escalate tickets needing further review to our level II support team.

Responsible for troubleshooting software, hardware, and network issues.

Obtains bas to intermediate knowledge and skills in order to navigate within Windows and Apple operating systems. Such as, install, configure, update and upgrade employee PC software and hardware and most all office equipment.

Answered incoming calls on a multi-line phone and VoIP system throughout the day so all helpdesk/IT calls were addressed and documented in ticketing system for further or future reference.

Documented and assigned tickets to all Help Desk/IT related issues, then triaging and assigning to get to the appropriate technician or department for further review and resolve.

Made outbound calls using a multi-line phone and VoIP system to provide clients with status updates on outstanding tickets reflected in ticketing system.

Analyst - COVID-19 Vaccination Scheduling

Kaiser Permanents - Fontana, CA

January 2021 - April 2021

●Answered a high number of incoming calls on Kaiser Permanente’s (KP) multi-line phone system.

●Asked callers qualifying questions to identify the nature of the call region the caller was calling from and transferred to appropriate staff assigned to the caller’s region.

●Made outgoing calls to KP patients who wanted to schedule an appointment to receive the vaccination.

●Scheduled appointments for KP patients who wanted to receive the vaccination after asking further qualifying questions deeming their eligibility.

●Coordinated with KP hospital staff to ensure a cohesive working relationship in order to provide exemplary patient care services.

●Entered notes and pertinent patient health information in for all scheduled appointments and all calls.

●Collected all patient documents requested and uploaded collected documents into patients electronic file, in order for the patient to experience minimal issues during their appointment.

●Verified patient's insurance and eligibility and entered any missing information in their file to reduce any billing issues during their appointment.

●Provided assistance other colleagues and departments when listed responsibilities were completed.

Service Desk Analyst/Help Desk Support L1

First American Title - Santa Ana, CA

July 2020 - September 2020

●Served as the first response team, critical support to First American Title’s customers who were contracted and licensed to use the proprietary Title Software applications.

●Provided support by troubleshooting the customers issue, diagnosing problems through discussing with users.

●Supported inbound requests through phone, self-service and other channels as developed by Service Desk through utilizing the Knowledge Base and KCS Best Practices.

●Provided accurate and creative solutions to customer problems and ensured a quick restoration of customer productivity. If the issue could not be resolved within a specified timeframe, the issue was properly and quickly escalated to the level 2 team for more specialized assistance.

●Provided exemplary client customer service by reading, opening, responding, escalating and documenting all calls into ServiceFirst tickets while in between calls.

Help Desk Support/IT Service Desk

Kaiser Permanente - Corona, CA

April 2020 - June 2020

●Provided Level 1 and Level 2 support to Kaiser Permanemte’s (KP) Administrative Staff via phone, and live chat utilizing various Help Desk software.

●Answered and documented a high volume of calls in a very fast-paced, technical/enterprise contact center environment.

●Responsible to properly triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support staff.

●Maintained, developed, and supported KP computers, mobile devices, and tablets, servers.

●Supported and maintained KP’s local & regional software, and data communications technologies to maximize KP’s productivity and minimize system downtime.

●Assisted KP's Service Desk with the installation and maintenance of software, in addition to maintenance, repair, and replacement of KP issued and utilized equipment.

One Stop Specialist II

Brandman University - Ontario, CA

November 2012 - February 2018

●Possesses an in-depth understanding and appreciation of higher education and its limitless, multi- faceted business model, making up the institution it is today.

●Communicated to an assigned student population of approximately 150-200 students utilizing numerous methods of contact, such as, phone, text, email, and actual hardcopy mail about outstanding documents, payments, action items needed.

●Managed and maintained my assigned alpha of students’ (approximately 150-200) students’ accounts by pulling a weekly audit of all outstanding and overpaid balances.

●Collected all necessary documents and monies needed to bring my student accounts to current

●Communicated to students about missing documents and requirements for financial aid, or military (Veteran and active duty) verification process in- order to ensure no delay in release and application of appropriate funding to student accounts.

●Provided prospective information with respect on how the SJVC will meet their educational and career wants and needs.

Learning Resource Coordinator

San Joaquin Valley College - Rancho Cucamonga, CA

November 2010 - September 2012

●Circulated items from the library collection to students, faculty and staff. Assured the materials from the library are checked in, in a timely manner. Assisted in preparing new library materials for circulation.

●Answered calls from multi-line phone system and answer inquiries in an effective and professional manner.

●Assisted students with research projects, APA format, Microsoft Office software and help them utilize our Learning Information Resource Network (LIRN).

●Actively ran the SJVC - Rancho Cucamonga Diversity Club

High School Admissions Advisor

San Joaquin Valley College - Rancho Cucamonga, CA

October 2009 - November 2010

●Received, made and documented a high volume of calls to schedule interviews with prospective candidates interested in touring the campus.

●Met with students who were eligible to interview for their program of interest and evaluate the eligible candidate and deem their admissibility into their program of interest and guided qualified applicants through the admissions and enrollment processes.

●Generated consistent student enrollments of a minimum of 3 per 5 week sessions.

●Knowledgeable in all appropriate corporate policies, state and federal regulations and adhere all Standard Operating Procedures for student and employee population.

●Know, maintain, adhere and comply with all appropriate corporate policies, state and federal regulations and follow all Standard Operating Procedures.

Education:

Bachelors of Arts in Sociology in Sociology - March 2014

Brandman University, Ontario, CA

Associate of Science degree in Business Administration - December 2008

San Joaquin Valley College - Rancho Cucamonga, CA

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