Customer Service Support

EMMANUEL OLAWALE

281-***-**** ad5nvh@r.postjobfree.com Richmond, TX

Customer Service Support

Profile

* ***** ** *********** ********** providing Customer Service support in a Windows enterprise Marketing and medical environment using Microsoft Active Directory, Windows 7 & 10, and Mac OS. Well-versed in assisting users with diverse computer systems, mobile device, and peripheral equipment problems, excellent in listening, troubleshooting, data gathering and analytics.

Areas of Expertise

Experienced supporting PC hardware, op systems, software.

Analytical and problem-solving skills

EMR/EHR Patient access/Scheduling Support

Client service skills

Excellent Customer Service skill

Patient Medical Record support.

Strong research skills into PC issues and products as required.

Good understanding of telephony technology, VOIP, and mobile devices.

Technical Skills/Tools

Microsoft Office 365, Microsoft Teams

Smartsheet

Google Docs

SharePoint

Salesforce

ServiceNow

Jira

Confluence

Azure DevOps

Zendesk

Remedy

VOIP.

Product Support Specialist TotalMed REMOTE January 2023 – Current

Provided timely and effective technical support for TotalMed products, including troubleshooting hardware and software issues.

Assisted customers with product inquiries, order tracking, and issue resolution through various communication channels (phone, email, and live chat).

Collaborated with the sales team to identify upselling and cross-selling opportunities, resulting in a 10% increase in revenue.

Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring a quick and efficient resolution for customers.

Conducted product training sessions for customers to enhance product knowledge and user proficiency.

Customer Service Support Richmond NY January 2021– December 2022

Partnered with clients to manage and prioritize technical projects.

Manage moves, adds, changes of software and hardware for all equipment, including equipment used on desktops, in test labs and training rooms.

Advise desktop support technicians and help desk staff in trouble-shooting systems and equipment problems, identifying causes and recommending solutions.

Coached employees through day-to-day work and problems in the office and over the phone.

Monitor business unit technology needs by knowing the department and strategic direction.

Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.

Order IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.

Customer Service/ Help Desk Support Hackensack Meridian Health New Jersey 2019– 2021

Assisted Front Desk in registering and scheduling of patients for Appointment.

Responsible for responding to and resolving Patients questions and problems by phone, email, and chat channels.

Acted as an escalation point for external help desk service providers.

Documented all support efforts in the ITSM system as per procedures.

Assisted front desk with ad hoc, transport request and patient movement.

Gathered appropriate data to escalate to higher-level technicians or partners when needed.

Education

University of Lagos (Bsc.)

Certifications

IT Support

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