Experience IT Representative
Resume:
MELISSA N. GOODMAN
Gwynn Oak, MD. 21207
****************@*****.***
https://www.linkedin.com/in/melissa-goodman-29396223
PERSONAL OBJECTIVE:
To gain a challenging career as an IT Professional with an reputable organization providing high level support where I can utilize my expertise in leadership, technical problem solving, and personal attributes including dedication, meeting SLA goals/deadlines, creativity, and the ability to follow through with company expectations.
EDUCATION/TECHNICAL TRAINING/CERTIFICATIONS:
Research in Motion (RIM), Waterloo, Canada 06/2006
Blackberry Certified Support Associate T2 v4.0 + BlackBerry Web Client
Blackberry Certified Support Associate T2 v3.6
ITIL Certified 08/2016
Villa Julie College, Stevenson, Maryland 09/2006 – Present (inactive)
Masters of Science: Forensic IT
Strayer University, Owings Mills, Maryland 06/2005
Bachelor of Science: Computer Networking - Cum Laude, HONORS
Northwestern High School, Baltimore, Maryland 05/1993
HS Diploma: General Education
TECHNICAL EXPERIENCE:
Operating Systems:
MS Windows 98, 2000, Me, XP, 2007, 2008, 2010, MS Windows NT 4.0 (Workstation & Server)
Software:
MS Office Suite 2000/XP/2003/2007/2010, Blackberry Enterprise Server (BES) v3.6/4.0/4.1, eHousecalls Proprietary software, SQL, Active Directory, Microsoft Exchange Server, Airwatch Mobile Device Management, GOOD, JAVA, Remote Desktop, Citrix, Bomgar, Salesforce, NICE, SharePoint, CMS Supervisor R18, WebEx, MyID Smartcard, Jabber, Lync, RSA Secure ID
PROFESSIONAL EXPERIENCE:
United Healthcare/Optum 6/2013 – 9/2016
Elkridge, Maryland
Supervisor, Technical Support
Directly supervise a team of 15 Technical Support Analyst which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions.
Provide technical support to clinicians, as well as senior level executives regarding product applications and desktop support
Approve PTO and payroll on a bi-weekly schedule.
Conduct development and production related team meetings
Resolved team scheduling issues and conflicts to maintain helpdesk coverage.
Conduct annual performance reviews for existing staff.
Acted as the TSAM (Technical Support Account Manager), which was the liaison between the Clinical support executives and the IT department to resolve outstanding issues.
Created job training aides, inventory, and hardware agreements
Assist with cross-training current staff or training newly hired staff as needed
Mentored staff and oversee the team's activities.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Conduct interviews for new Technical Support Analyst.
Serve as a leader/ mentor and maintain positive working relationships with all internal staff and customers.
Develop contests, awards and themes that increase agents' loyalty and focus.
Review customer complaints with Department Manager for disposition and course of action.
Produce a weekly statistics in report form outlining the team's performance in meeting established KPI goals.
Meet with Operation Leaders to discuss future departmental development
Other duties and responsibilities as assigned.
United Healthcare 2/2011 - 6/2013
Elkridge, Maryland
Team Lead, Technical Support
Directly supervise a team of 5 Technical Support Analyst which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions
Answer and resolve technical issues at a large corporate helpdesk in a high volume call center environment that operates 24x7x365.
As Lead, assisted with hands on desktop and software support to Clinicians, Executive CEO, VPs, Senior Directors, and Operations Managers.
Proficiently manage the resolution of inbound technical calls, emails, chats, and desk side support; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
Reset and create user accounts in Active Directory.
Reset RSA Tokens, provided Temporary/Emergency token access.
Reset GOOD accounts.
Install/Configure/Update software application deployment using SCCM.
Assist in Go-Live process taking tablets from training environment to production
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 7 and Windows 8 environments, offering a variety of level 1 to 2 solutions over the phone. Using remote control tools to assist executives and external customers alike when needed.
Configured, managed, upgraded, secured mobile devices using Airwatch MDM system. Provided support for but not limited to:
Reset passwords
Enrolled devices
Pushed down new Policies and required applications/company content over the air
Configured enterprise settings and restriction without user interactions
Located devices using GPS tracking
Set profile using organizational, user, individual groups based on job role.
Train technicians and clinicians to use EMR software applications to effectively perform job duties in a classroom setting also to specific individuals.
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
Bi-Monthly on call 24 x 7
Perform other duties and responsibilities as assigned.
MICROS Inc. 3/2008 - 2/2011
Columbia, Maryland
Sr. Technical Support Helpdesk Specialist
First level customer support in a call center environment including but not limited to product configuration, troubleshooting, triage, and confirming contracts for large food chains.
Responsible for facilitating and maintaining customer relationships
License reconciliation
Support entitlement and validation
Troubleshoot E7 and RES POS terminals and printers.
Tested software deficiencies and hardware glitches in a lab environment.
Assisted with sales team with set up of newly open locations.
Tracked invoice and shipping inquires
Create service trouble tickets and service orders after carefully analyzing hardware or software problems.
Confirm product compatibility as it relates to configuration
Perform other duties and responsibilities as assigned.
Black Box Network Services 3/2007 - 3/2008
Woodlawn, Maryland (SSA Headquarters)
Telephone Repair Helpdesk Specialist (Contractor)
Answer multi line phone from SSA employees experiencing telephone difficulties.
Back-up operator multi line phone upon request from outside clients needing redirection.
Write service trouble tickets and service orders as requested.
Troubleshoot telephone and voicemail issues for SSA employees.
Check night service system voicemail and return calls. Process any troubles or orders left in the mailbox.
Turn night service voicemail on daily at close of business.
Close service trouble tickets and service orders as they are completed.
Confirm work was completed efficiently with SSA employee standards.
Process and deliver accessory orders.
Back up switch room Engineers as needed.
Assist in departmental projects.
Research outstanding service trouble tickets and service orders.
Fax and file as needed.
Telecommunication Systems Inc. 6/2006 - 2/2007
Owings Mills, Maryland
Technical/Fulfillment Support Specialist
Provide first and second level technical support to Blackberry device users throughout the world.
Support devices/users with Market Clip, Market Clip Plus, and Market Stream applications
Troubleshoot all network and hardware issues relating to handheld and desktop software.
Assist users with upgrades for handhelds, desktop software, and Blackberry Enterprise Server.
Create RMA cases for defective devices that are still under warranty.
Enter case notes into Remedy Call tracking software for every call.
Escalate to manufacture when necessary.
Processed new, add-on and replacement orders.
Verified credit reports for order approval.
Set up new and add-on accounts in billing system.
Shipped hardware, software, and accessories.
Perform other duties and responsibilities as assigned.
Fax and file as needed.
Telecommunication Systems Inc. 4/2005 - 6/2006
Owings Mills, Maryland
Lead Customer Care Specialist
Processed user termination request via phone and email request.
Processed RMA cases using Remedy Call tracking system.
Processed activation request using several interfaces.
Processed credit request under $500.00.
Approved/Denied credit request.
Monitored ACD queues for quality assurance.
Approved/Denied PTO request.
Generated monthly reports as requested by management.
Assist and resolved customer escalation calls.
Directed weekly team meetings and minutes.
All duties as a customer service representative listed below as necessary.
Perform other duties and responsibilities as assigned.
File and file as needed.
Telecommunication Systems Inc. 6/2004 - 4/2005
Owings Mills, Maryland
Customer Service Specialist
Answer incoming customer inquiries.
Create cases using Remedy Call tracking system for every call.
Establish customer relationships.
Maintain customer retention.
Resolve customer issues in a one call resolution as often as possible.
Up sell newer hardware and software using sales techniques.
Make collection attempts to past due customers.
Fax invoices as requested.
Research billing issues.
Perform service request to customer account to include but not limited to credit card updates, address changes, name changes, service plan changes, number changes, device swaps, etc.
Perform other duties and responsibilities as assigned.
File and fax as needed.
Global Payments Inc. 9/2001 - 6/2004
Owings Mills, Maryland
Key Account Specialist
Maintained a comprehensive understanding of the Research process and procedures.
Maintained a customer building relationship with approximately 32 of the top customers.
Research merchant inquiries with a basic knowledge and understanding under moderate supervision.
Resolve inquires in a thorough and timely fashion with merchant follow up.
Assist by providing support to the Tele-service unit for ACD calls when required.
Perform other duties and responsibilities as assigned.
File and fax as needed.
Additional Skills:
Excellent skills in Telecommunications Programming/Support & IT Help Desk/Software Technical Support
Experience with web-based support solutions
Experience with remote network access capabilities and Blackberry/Mobile handheld devices
Responsible and work well with minimal supervision
Possess effective time management skills
Maintains a level of high Supervisor confidentiality and consistent work ethics
A team player that exhibits an excellent work ethic and communication skills
Strive to provide remarkable customer service to internal and external customers
Experience in ticketing systems, Remedy, Clarify, Service Now, Footprints, HPSM
Experience in high volume call centers 100+ call intake
Contact this candidate