Customer Service Support, Information Technology, Computers, Software

Objective

To secure a career within your organization that will enhance my professional skills, expand my knowledge and allow me to become an asset to your company.

Skills Summary

Written Correspondence

Professional Office Skills

Technical Support

Operating Systems

Computer Proficiency

Customer Service

PC Hardware Solutions

Healthcare Insurance

Help Desk Support

PC Software Solutions

Professional Experience

Information Systems Contractor 04/14-Present S&R Resources/IOT Indianapolis, IN

Performs computer refresh processes per client’s request by replacing old machines with new models.

Performs hardware and software upgrades on new machines.

Images hard drives with updated operating systems, installs drivers and software applications.

Ensures group policy protocols are updated using active directory.

Provides clients with instructional details for new applications and software.

Establishes VOIP connectivity and functionality for all clients.

Consistently exceeds goals and quotas as established by both employer and client.

Tech Support Specialist02/13-05/13Computer Generated Solutions/IBM Atlanta, GA

Applied understanding and knowledge of information system, computer products and services to assist customers with difficult technical matters.

Recognized, researched, isolated, and resolved information system problems related to computers, WLAN/LAN and other connectivity issues.

Recognized customer’s problems that should be escalated to the next level of support for resolution while following established protocols.

Provided expert levels of support for hardware and software conflicts and failures using various software applications and platforms.

Solidified resolution through the use of remote access (LOGMEIN123) and CALLEGRO.

Established and retained advocacies with corporate, commercial, and residential customers of IBM/LENOVO.

Dispatched high priority field technicians to repair sites via CROSS data manager.

Verified warranty details and implemented optimum solutions based on the client’s needs.

Computer Repair Technician 06/08-Present Digital City PC Repair Merrillville, IN

Provides expert service in Virus/Malware/Spyware removal and registry cleaning.

Performs hardware and software upgrades for MAC and PC units.

Installs/upgrades Operating Systems, drivers and software applications.

Establishes wireless/lAN networks per client request.

PC customization: Motherboards, HDD’s, Sound/Video cards, casings and cooling systems.

Solid client references available at employer’s request.

Online Support Specialist08/06-01/08Philips Consumer Electronics Atlanta, GA

Assisted commercial and residential customers with orders, technical issues, website support, credit issues and product information.

Managed all transactions using CRM-SAP database, RUMBA, Outlook and LOTUS notes.

Examined the Corporate websites and informed the appropriate party of any apparent glitches or misinformation listed in error.

Established an advocacy with past, present and future customers and clients of Philips Electronics.

Offered clarification for customer requests and /or problems. Escalated customer satisfaction and product issues to either Tier 2 support or management. Performed complete and accurate entry of data in the customer database. Took a proactive role in personally owning and understanding the customer support experience.

Member Services Representative12/01-08/06 Magellan Health Services Alpharetta, GA

Assisted providers and clients with details on claims, benefits, behavioral treatment options and translation of EOB’s while adhering to all protocols regarding HIPAA laws.

Researched claim discrepancies for members, facilities and providers with accurate resolution and response within a timely manner in an effort to avoid costly managed care claim payment penalties.

Aided in the role of crisis intervention with members facing life threatening situations by documenting critical data, assessing the nature of the crisis and being a patient advocate throughout the ordeal while working in conjunction with a licensed clinician.

Operated with inpatient triage care managers to implement authorizations for members being admitted into acute psychiatric facilities.

Multitasked on all insurance accounts (IBC, BCBS, Medicare and Federal Plans) by setting up new and efficient workflows for our members to locate treatment by sending valuable information and correspondence via email and the internet.

Served as mentor and role model for new employees.

Education

1997 - 1999 Columbia College Chicago Chicago, IL

Computer Animation and Graphic Design

Additional Skill Details

Extensive knowledge of various insurance products and claim processing including, but not limited to: HMO, POS, PPO, Medicare, BCBS-chip plans and Federal employee plans.

Very strong computer proficiency with the internet, AS400, IPCT, Stand alone, MS Office and various data platforms.

Typing: 60 WPM 10,000+ Kph.

References Available Upon Request

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