Dominic James Messuri

443-***-****/ad02ch@r.postjobfree.com

Professional Experience

Help Desk Analyst / Customer Support Analyst

Softrams Jun 2021 - May 2022

Annapolis, Maryland, United States

Federal Healthcare IT Program.

Department of Health and Human Services.

Centers for Medicare and Medicaid Services (CMS). A leading Health Information Technology company.

Delivering innovative technology implementation and building customer-centric services.

*JIRA Ticketing software

*Veeva

*Slack

*Zoom

*JumpCloud

*Confluence

*SharePoint

*ServiceNow

*HIPAA

*Software as a service (or SaaS)

*Multi-Factor Authentication (MFA)

*Google Authenticator

*Ticket Triage

*Data Analysis

*Password unlocks and resets.

The Canton Group July 2017–February 2021

Help Desk Technician / Help Desk Specialist

•Provide first level contact and convey resolutions to client issues.

•Walk clients through problem solving processes by diagnosing, troubleshooting, and resolving technical issues for desktop, software, connectivity, and internal applications.

•Appropriately escalate unresolved queries to the next level of support.

•Track, route, and redirect issues to the correct resources by ensuring proper recording, documentation, and closure.

•Create tickets in Jira and provide user support via email and telephone.

•Utilize PowerShell to perform password unlocks and resets for end users.

•Respond to user inquiries.

Conifer Health Solutions March 2016-June 2017

Administrative Assistant / Customer Service Representative

•Process medical documentation by reviewing, uploading, and notifying medical professionals.

•Answer incoming calls and direct them to the appropriate party regarding eligibility, benefits, claims, coverage, and authorization.

•Responsible for uploading of all faxed clinical, attaching to appropriate referral and advising nurse.

Howard County Health Department, Behavioral Health April 2013-March 2016

Office Processing Clerk

•Modify, input, and delete medical documents and other personalized information of current and former patients.

•File and categorize medical documentation into the department’s archive and records room after processing insurance information.

•Process medical billing.

•Enter individual and group forms into Insight and Smart to keep record of encounters.

•Greet, sign in, and take calls from clients and patients.

Self Employed January 2008-January 2021

Freelance IT Support Specialist

•Troubleshoot network connectivity, desktop configuration, printer’s connectivity, and network access issues regarding permissions and other related issues.

•Install hardware devices, software devices, peripherals, and other computer equipment and various computer applications.

•Teach individuals and small groups a wide variety of various computer applications.

Build positive customer relationships to ensure satisfaction and develop business opportunities.

Nations Photo Lab April 2010-May 2012

Customer Service Representative / Order Entry Operator

•Handle inbound and outbound calls from the company’s call center.

•Process all incoming work orders and also handled my shift’s quality control.

•Distribute work orders to technicians for production.

Education

Anne Arundel County Community College, Arnold, MD Degree Conferred: 2016

*Associates Degree, Information Assurance and Cybersecurity - Networking Concentration, GPA: 3.6

*Certificate in CISCO Certified Network Associate Preparation

*Certificate in Network Security

University of Maryland Baltimore County, Baltimore, MD Certificate Conferred: 2009 *Certificate in Computer and Network Technology, 2009

Towson University, Towson, MD

*B.S., Electronic Media and Film; Film and Media Studies, GPA: 3.0 Degree Conferred: 2007

Technical and Computer Skills

•Extensive computer experience in Microsoft Office Suite, Excel, Access, PowerPoint, Word, WordPerfect, Outlook, Adobe Acrobat, SharePoint, Database Management Systems (DBMS), and Data Analytics.

•Extensive knowledge of PC and MAC systems.

•Familiarity with calendaring and IBM Lotus Notes.

•Experience with JIRA Service Desk and Cisco WebEx.

•Experience operating Vplay Video Equipment, AVID Xpress Pro, and iMovie Editing Program.

•Able to type fifty words per minute.

Contact this candidate