Support Specialist Customer

PROFESSIONAL PROFILE

Results-oriented IT professional with a proven ability to analyze critical business requirements, identify deficiencies, and develop innovative solutions that enhance reliability and productivity. Strong technical skills coupled with effective communication and collaboration abilities. Committed to delivering quality results and exceeding expectations.

EDUCATION

South University Royal Palm Beach, FL

Bachelor of Science - Information Technology 2013 - 2015

Computer Learning Center Garland, TX

Network Engineering and Management 2000 Summa Cum Laude

TECHNICAL SKILLS

Microsoft Office 365 Suite (Word, Excel, PowerPoint, Outlook, Access)

Windows NT 4.0, XP, 2000, Vista, 7, 8, 8.1 & Mac OSX

HTML 5, Slack, HelpScout, JIRA, Intercom

EMR/EHR – Zencharts, Lightning Step

CERTIFICATIONS

Microsoft Certified Professional (MCP) - NT 4.0

PROFESSIONAL EXPERIENCE

Lightning Step Technologies Houston, TX 2022 - 2024

Lightning Step EMR – Zencharts EMR

Tier 1 Support Specialist

Clearing initial problem tickets through Intercom and Helpscout

Owning clearable tickets and resolving them in a timely manner

Customer support via chat interface, trouble tickets and phone support

Assuring customer satisfaction

Zencharts Boca Raton, FL 2016 - 2022

Zencharts EMR

Tier 1 Support Specialist

Clearing initial problem tickets through Intercom

Owning clearable tickets and resolving them in a timely manner

Customer support via chat interface, trouble tickets and phone support

Assuring customer satisfaction

Modules, mockup and design

Client Care Experts Boynton Beach, FL 2015 - 2016

Triage and resolution of service-impacting incidents within SLA’s

Customer-facing technical support delivered via telephone, email, and web porta

lStakeholder communication during service-impacting events

Vendor ticket management

SaaS Sales

IT Work Study/Intern - South University West Palm Beach, FL 2014 – 2015

Provide support for student population

Assist the IT Director

Imaging computer labs

Setting up new user accounts

Maintaining the campus network at the direction of the IT Director

ADDITIONAL EXPERIENCE

Resident Manager Ambrosia Treatment Center West Palm Beach, FL 2011 - 2012

Personal Trainer Gold's Gym Austin, TX 2008 - 2010

Office Manager Hill Country Home Health Austin, TX 2008

Operations Administrator Health Sense Therapy Austin, TX 2005 - 2008

Key Strengths and Skills Demonstrated Throughout Career:

Leadership: Successfully managed teams, delegated tasks, and fostered positive working relationships.

Client Relations: Built strong rapport with clients, providing excellent service and support.

Problem Solving: Analyzed complex issues, identified root causes, and implemented effective solutions.

Communication: Clearly and concisely conveyed information to diverse audiences, both verbally and in writing.

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