B

Zebaa

Broadnax

313-***-****

adu24c@r.postjobfree.com

m

Detroit, MI 48238

SUMMARY

A+ Net + Sec + certificate program graduate. It Specialist with over 4+ years of experience in information technology and Networking. Patient Technical Support Agent with

[Number] years calming panicked customers through steady, e fective technical interventions. Dedicated to remaining apprised of all new manufacturer support guidelines and protocols. Committed to providing full lifecycle support provision through person-to-person interactions and a fable customer relations. Expert with a wide variety of security, engineering, networking, and operating system so tware. Possesses an Associate Degree. Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to so tware development personnel. Produces exceptional products by leveraging actionable customer feedback data.

SKILLS

• Troubleshooting

• Network Support

• Microso t Windows

• Microso t Windows

• Server Technical

• Support Remote

• Access So tware

• Troubleshooting

• DHCP

• Computer

• Hardware

• SQL

• Power Shell

• LAN

• Customer Service. Observe, record,

and report all health info and changes

to the

EXPERIENCE

Tier 1 Technical Support Agent/Help Desk Support Specialist 11180 State Bridge Rd #302 Richmond Hill, 306 3, CA V Dart/ Feb 2021 to Current

• Assist our community and help resolve inquiries em-pathetically, accurately and on time while providing global support for our customer's tools and applications used by business customers and admins

• Gather customer's information, verify key aspects, and determine a resolution

• Accurately research client issues using designated ticket tracking so tware

• Meet and exceed daily performance metrics related to key performance indicators

• Keep up to date with system and product information changes and updates

• Handle inbound volumes in an e ficient and professional manner

• Prioritize and e fectively escalate issues to relevant teams for resolution

• Make well-balanced decisions and personally driven to be an e fective advocate for our community

• Investigate and resolve issues that are reported on the application such as requests for account support and reports of potentially abusive content

• Respond to user inquiries with high quality, speed, empathy, and accuracy

• Identify ine ficiencies in work lows and suggest solutions

• Recognize trends and patterns, and escalate issues outside the company policy to the global team

• Flexible working hours – 5 days

• 8 hrs work shi t including working on weekends/public holidays as per business requirements

• The primary shi t would be 16:00hrs to 01:00hrs Dublin, Ireland time,

• 5days a week

• Excellent communication skills in English

• Strong interpersonal skills, verbal and written communication skills, and most importantly empathy

• 06-12 months experience in so tware technical support within a client-driven environment

• Ability to handle Customer queries through tickets, live chat, and voice support

• Technical knowledge and understanding in web technologies, Single

• Ign-On, Account management, APIs, IDPs, Integration's, AD Sync, provisioning

• Experience with support ticket so tware (e.g

• Zendesk, Intercom, etc.) desirable

• Excellent communication skills with the ability to explain a complex subject clearly in writing

• Some degree of further education/college desirable

• Ability to multitask and coordinate with multiple teams

• On a Government contract with Logistics Health Incorporated

• The Training Support Specialist will provide initial education and training to providers and practitioners to perform services for LHI, including conveyance of federal regulations and contractual requirements

• Triage and escalate clinical issues or questions to medical sta f within the department as appropriate

• Provide initial education and training for provider contacts and medical practitioners telephonically and/or electronically in regard to examine and provider responsibilities, electronic or paper document completion, service requirements, and Provider Portal navigation

• Determine the need for refresher training based on analysis of prior practitioner/provider training, recent appointment history, and any noted issues and/or errors and escalate to Medical Provider Education (MPE)

• Pecialist

• Assign appropriate training codes to provider contacts and practitioners, when applicable

• Determine need for corrective training based on analysis of check-listing reports per contract supported by network provider as well as via issues identified by interdepartmental communications

• Route tasks to Specialist and Nurse Educator personnel for follow-up as appropriate

• Answer MPE department queue line calls

• Assist with non - clinical questions regarding exams and services, training completion, and portal navigation

• Escalate calls regarding clinical issues/concerns or complex issues to the appropriate internal or external department sta f

• Provide assistance on retrieval of missing or incomplete components or documentation

• Monitor department reports and assigns follow-up when appropriate Training Support Specialist Remote

11180 State Bridge Rd #302 Richmond Hill, 306 3, CA Wipro/ HLI/ Jun 2021 to Jun 2022

• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes well below 7- minute goal

• Installing and configuring computer hardware and so tware on windows and Mac environment

• Diagnose, troubleshoot and resolve a range of so tware, hardware and connectivity issues

• Excel in asking probing questions and researching, analyzing and rectifying problems

• Resolving Active Directory, DNS and DHCP based technical issues

• Everyday trouble shoot usage for MS Windows XP, Windows 7, HP Net Work and Local printers, Apple iOS handheld devices (i Phones/i Pads), and Blackberry Smart Phones

• Skilled in repairing hard drives, keyboards and memory chips on laptops and desktops

• Answering or making calls to clients to learn about and address their needs, complaints, other issues with products or services

• Experience with Windows operating systems (Windows XP, Vista, 7, 8.1 and 10)

• Hands on experience with O fice 365

• Utilizing so tware, databases, scripts, and tools appropriately

• Responding e ficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

Customer Service Representative

Scottsdale, AZ

Live Ops, Inc/ Apr 2019 to May 2021

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services

• Responding e ficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued

• Engaging in active listening with callers, confirming or clarifying information and di fusing angry clients, as needs

• Building lasting relationships with clients and other call center team members based on trust and reliability

• Utilizing so tware, databases, scripts, and tools appropriately

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service

• Making sales or recommendations for products or services that may better suit client needs

• Taking part in training and other learning opportunities to expand knowledge of company and position

• Adhering to all company policies and procedures. Information Technology Specialist

Southfield, MI

Robert Half/ Aug 2020 to Feb 2021

• Excellent problem solving, communication, and interpersonal skill

• Customer-friendly attitude and ability to work in a team environment

• Ability to troubleshoot so tware and hardware issues

• Also, the ability to problem solved network issue

• Able to do imaging on Mac Computer and on Acer Laptop Chromebook

• Able to setup tracking system along with a serial number to each computer

• Shipping and Receiving of deployment of Mac Computers, and Acer Laptop

• Cromebook

• Able to audit and do I provision on MAC and HP desktop and laptop

• Able to download apps on computers as well.

IT Technician/Help Desk

Livonia, MI

Trinity Health System/ Oct 2019 to Feb 2020

• The duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers

• Active directory by locating computers

• Utilizing a high degree of communication skills, and customer Service Skills

• Experience using

• Experience using Quick-base, Zen-works also known for ZZC

• TDR/Deployment Technical dress rehearsal testing Epic so tware to ensure functionality before Go-Live

• Deployed monitors and necessary peripherals for the operation of Epic

• Customer Service

• Communication Skills

• Technical dress rehearsal testing for Epic so tware to ensure functionality before

• O-Live

• Use Quick base to add, delete, and update workstations and assigned to the proper department

• Prepared equipment for employee use, performed or ensured proper installation of services

• Resolved issues by researching documentation; troubleshooting hardware, so tware, guiding client through corrective steps; escalating problems to second level; tracked the status of problems and solutions using Service Now ticket system

• Technical dress rehearsal testing for

• Pic so tware to ensure functionality before Go-Live

• Use Quick base to add, delete, and update workstations and assigned to the proper department

• Prepared equipment for employee use, performed or ensured proper installation of services

• Resolved issues by researching documentation; troubleshooting hardware, so tware, guiding client through corrective steps; escalating problems to second level; tracked the status of problems and solutions using Service Now ticket system.

Nursing Assistant Certified

Detroit, MI

SINAI GRACE HOSPITAL/ Nov 2004 to May 2019

• Provide basic care to patients in the assistance of daily activities in a compassionate and nurturing manner

• Care provided includes bathing, taking vital signs and collecting labs (including blood sugar, height/ weight), and dressing beds

• Also collect patient urine, stool, and blood specimens, perform EKG's, and remove IV's vents, and trachea

• Work with medical terminology, health information so tware, and medical records to chart patient info

• Customer Service Skills

• Utilize high-level interpersonal and communication skills to interact with patients and to report patient concerns and issues to medical team and supervisors

• Computer disassembly experience

• Rebuilt a personal computer including swapping CPU, RAM,

• DD Installed operating systems Windows7 and

• Indows10 Configured a networking printer

• Connected to a router Connected two switches

• Experience with virtual VM Virtual Box

• Echnician dress rehearsal for Epic so tware Group Policy management

• Deployment of computers, monitors, and peripherals EDUCATION AND TRAINING

Pursuing Bachelor Degree: So tware Developer

Southern New Hampshire University College Expected in Aug 2024 2500 North River Road, Manchester, New Hampshire 0 Associate of Applied Science: Cybersecurity

Oakland Community College Apr 2021

22322 Rutland Ave, Southfield, MI 48075

Certification : Business Systems Analysis

Ramasser Group Oct 2020

Certificate: SAAS/ SDR Tech Sales

SV Academy Expected in Jul 2022

12 Grace St, 3rd Floor, San Francisco CA 94103

Certificate: TECHNOLOGY PROFESSIONAL of CERTIFCATE COMPLETION Detroit School For Digital Technology Jul 2020

1759 21st St, Detroit, MI 48216

LANGUAGES

English:

Professional

WEBSITES, PORTFOLIOS, PROFILES

• https://www.linkedin.com/in/zebaa-broadnax-567041141/

Contact this candidate