It support coordinator

Jennifer Ortiz

New York City, New York, United States *****************@*****.*** 718-***-**** https://www.linkedin.com/in/jenniferitsupport SUMMARY

IT Professional with strong knowledge about IT systems and technologies, impeccable problem-solving and analytical skills. Ability to work independently and as part of a team, and is self-motivated and results-oriented. SKILLS

Assemble, install, configure, test, image, troubleshoot, and repair hardware and peripherals, including but not limited to computers, printers, scanners, fax machines, and mobile devices. Respond to local telephone helplines, support tickets and emails in order to provide information, assess problems, and offer assistance. Log all calls into the call logging systems and resolve or escalate as appropriate. Provide application support for both local installations and Citrix-based applications. Provide support, troubleshooting, and repair for laptops and desktops. Provide mobile device support, set-up configuration, and end user training. Assist with audio visual set-up requirements. Help to maintain policies and procedures in relation to computer technology. Ensure the security of the systems by understanding the risks and ensuring best practices are followed. EXPERIENCE

Intentional Career Pause

Career Break January 2019 - May 2023 US, New York, NY

• Earned three creative writing certifications.

• Completed the first draft of a 50,000-word memoir.

• Volunteered in my neighborhood to assist with trash cleanup.

• Assisted vulnerable community members with socioeconomic issues.

• Achieved an 85% achievement rate for learning new skills, with a focus on communication and creative writing. Service Coordinator (promotion)

Independence Care System July 2013 - December 2018, US, New York

• Coordinated and managed home care services for over 1000 members remotely and in office.

• Monitored activities related to utilization of home care hours which prevented over-utilization saving the organization over $100,000.

• Incremented provider compliance rate by 15%.

• Implemented an updated home care authorizations process for 586 members that led to a 20% reduction in hospital admissions.

• Created a streamlined new hire support process that decreased onboarding time by 40%. Grievance Coordinator (Promotion)

Independence Care System June 2012 - June 2013, US, New York

• Resolved over 200 grievances among members, caregivers, and providers within regulatory compliance requirements, achieving an average resolution time of less than 15 days.

• Investigated grievances, gathered relevant facts and data, and ensured accuracy of decisions to maintain timely resolution while ensuring compliance with federal regulations.

• Mediated meetings with members and staff decreasing the number of grievances by 20% within the first year. Member Services Coordinator Call Center

Independence Care System December 2011 - June 2012, US, New York

• Researched and resolved customer inquiries, resulting in 95% customer satisfaction rate on service calls, while efficiently meeting 90+ daily inquiries and arranging transportation for members in need.

• Met the monthly goal of documenting 99% of all calls by creating a process of a 99% success rate using company software.

• Utilized analytical problem-solving skills to determine root cause of customer issues and craft customized solutions. EDUCATION

Associate Degree of Human Service

Mercy College • Bronx, New York • 2005

CERTIFICATIONS

Comptia A+

Comptia • 2023

380 hours of IT Support Training

Per Scholas • 2023

• Intensive training in IT Support

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