Joshua A. Ordonez

786-***-**** • ad3xj2@r.postjobfree.com

EDUCATION

**** — 2011 Miami Dade College Miami, FL

**** **** ****** ******* *****, FL

EMPLOYMENT HISTORY

February 2020 — March 2023 Member Service Agent, Molina Healthcare (Remote Contract) Miami, FL

Assisting members with health insurance benefits, prior authorizations, claims, & manage large amounts of incoming calls.

Resolve service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to resolve the problem; expediting correction or adjustment; & following up to ensure resolution.

Documenting customer interactions using CRM systems and Salesforce systems, navigating through Citrix systems, and utilizing Office 365

Assist customers with their online portal and resolve technical login issues.

Abiding by all procedures & policies that follow the guidelines in the HIPAA Privacy Rule and keeping all Protected Health Information (PHI) secure.

January 2019 — February 2020 Data Entry/Deposition Coordinator Miami, FL

Entering new and updated client information into a government sensitive database.

Daily communication with state attorneys, public defenders, law enforcement, and court reporters to coordinate and schedule depositions.

Create, organize, and maintain accurate, detailed current electronic calendar of all depositions and appearances.

Process client documents by reviewing data for deficiencies.

Resolve deficiencies by using standard procedures or returning incomplete documents to the team leader for resolution. 2017 — 2019 Freelance Computer Technician Miami, FL

Designed and built custom PCs for personal and business use.

Corrected hardware issues and performed testing and verification on a variety of components.

Identified and resolved software issues relating to the OS and other programs.

Produced technical documentation for future referencing.

Delivered home networking services such as access point installation/configuration and Network-attached storage (NAS). 2015 — 2017 Help Desk, Gables Dentistry Group Coral Gables, FL

Provided workstation support for 60 employees across 4 locations.

Handled technical ticketing at an enterprise level.

Identified and escalated high level tickets to upper tier support engineers.

Researched recurring issues and sought out solutions which were documented and saved the company resources.

Assisted internal users and customers in routine account maintenance tasks. TECHNICAL SKILLS SOFT SKILLS

Freshdesk Spanish Fluency

Windows OS, Office 365 Technology Trend Awareness

Technical Writing / Logging Documentation PC Hardware & Software Proficiency REFERENCES

Kimberly Cherena (Laws Reporting, INC) Daniel Llanes (I.T. Contractor) 786-***-**** Jackie Pazmino (Gables Dentistry Group) 305-***-****

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