Jewell Graham

IT Support Specialist - Contractor - Merz N

Raleigh-Durham, NC ac69px@r.postjobfree.com

919-***-****

Authorized to work in the US for any employer

Work Experience

IT Support Specialist - Contractor

Merz NA - Raleigh, NC

June 2017 to July 2018

Responds to incoming service requests via telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner.

Used the prescribed workflow tool(s) to track 100% of all customer contacts, researches questions, and issues and resolves each interaction in account accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA).

Documented each contact with adequate details according to Company guidelines and Work Instructions.

Performed workstation operating system installs from a production core image. Provided feedback to Workstation Engineers on issues observed with the core image.

Used IT tools such as Remote Desktop Connection, Active Directory, Citrix, etc. to troubleshoot and remediate issues.

Configured and troubleshoot VPN connections for internet connectivity.

Installed MS Office and other packaged software, and provides support.

Escalated problems to senior level support personnel, when appropriate, via proper escalation procedures.

Developed and expanded writing and customer relationship skills and regularly attended technical and communication training sessions.

Worked on special projects on an as needed basis.

Uses the prescribed workflow tool(s) to track 100% of all customer Contacts

Researches questions, and issues and resolves each interaction in account accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA).

Documents each contact with adequate details according to Company guidelines and Work Instructions.

IT Support Specialist-Contractor

INC Research - Raleigh, NC

August 2015 to June 2017

Ensured the availability of computer system services for Company employees (customers) by providing first and second level technical expertise, assistance, and project coordination necessary to remediate & install computer software products, modify/repair hardware, and resolve technical problems.

Duties:

Responded to incoming service requests via telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner.

Used the prescribed workflow tool(s) to track 100% of all customer contacts, researches questions, and issues and resolves each interaction in account accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA).

Documented each contact with adequate details according to Company guidelines and Work Instructions.

Performed workstation operating system installs from a production core image. Provided feedback to Workstation Engineers on issues observed with the core image.

Used IT tools such as Remote Desktop Connection, Active Directory, Citrix, etc. to troubleshoot and remediate issues.

Configured and troubleshoot VPN connections for internet connectivity.

Installed MS Office and other packaged software, and provides support.

Escalated problems to senior level support personnel, when appropriate, via proper escalation procedures.

Developed and expanded writing and customer relationship skills and regularly attended technical and communication training sessions.

Worked on special projects on an as needed basis.

Customer Service Representative

Blue Cross Blue Shield of Florida - Raleigh, NC

December 2012 to August 2015

Industry: Healthcare

CSR/Blue Cross Blue Shield of Florida

Responds to incoming service requests via telephone. Assisted members with claim and billing issues.

Qualification Summary:

CMS-1500 billing experience and received extensive training in HIPAA Compliance and regulations.

Dependable professional that works well independently as well as in teams.

Exceptional administrative skills with the ability to type over 45 WPM.

Knowledge of Microsoft Office programs (Word, Excel, and PowerPoint). CPT, HCPCS, ICD-9, ICD-10 coding knowledge and Med Trak software training. Experienced in providing outstanding customer service to a diverse client base.

Office Clerk

N.C. State Bar - Raleigh, NC March 2006 to June 2009

Answered telephones, directed calls and took messages.

Compiled, copied, sorted and filed records of office activities, business transactions and other activities.

Completed and mailed bills, contracts, policies, invoices and checks.

Inventoried and ordered materials, supplies and services.

Opened, sorted and routed incoming mail, answered correspondence and prepared outgoing mail. Maintained and updated filing, inventory, mailing and database systems, manually and using a computer.

Operated office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and Personal computers.

Trained other staff members to perform work activities, such as using computer applications.

Assistant Operations Supervisor

Womble, Carlyle, Sandridge, & Rice - Durham, NC

August 1998 to March 2006

Worked directly with site manager in coordinating the collection of documents, mail and packages for Host Company, Durham branch of Womble, Carlyle, Sandridge, & Rice, PLLC.

Duties:

Directed the distribution of mail-room and copy materials to 32 attorneys and support staff.

Coordinated the transmittal of interoffice communications by e-mail and facsimile.

Performed and supervised simple and complex duplication jobs as required.

Supervised couriers in routine and special deliveries in the Raleigh-Durham-Chapel Hill area.

Saw to the timely filing of documents with all branches of Court system and Office of Administrative Hearings.

Assisted in establishing new procedures within the on-site IKON office to better the performance of

IKON in responding to needs of Host Company.

Worked directly with over-night delivery companies in the processing of pick-up and delivery of documents and packages for host company;

Performed tracking services when required both on-line and telephonically.

Education

Bachelor's in Business Administration

American InterContinental University-Online July 2016 to December 2018

Certification in Freight Broker/Agent

TALTOA LOGISTICS CONSULTANTS

APRIL 2018 to MAY 2018

Skills

Desktop Support, MAC, Service Desk, Active Directory, Help Desk, Tech Support

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