Customer Service It Support

Joan Castillo

Atlanta, GA Remote 561-***-**** ***************@*****.*** linkedin.com/in/joan-castillo-it

Certified Google IT Professional focused on developing additional IT skills. 8+ years experience with management, administrative, and operations leadership. Dedicated, results-oriented, and proven ability to inspire others. Self starter and quick learner with a strong desire to work in a fast paced environmentRELEVANT SKILLSResource Management and Scheduling • Problem Solving • Customer Service • Conflict Resolution • Microsoft Office 365 • Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Team Leadership & Development • Inventory Control • Operations Management • Salesforce • Zoom • Slack • Confluence • Jira • Electronic Medical/Health Records • EPIC • ADP Enterprise eTime & Attendance

EDUCATION

Merit America • Virtual 08/2022

Google IT Support Professional Certificate

●Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

Additional Skill Development

●Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

NPower • Dallas, TX 12/2019

CompTIA ITF+ IT Fundamentals Certification

●Developed core foundations through CompTIA courses including the fundamentals of computer repair and maintenance, network support administration, and network security methods.

Bernard M. Baruch College, City University of New York • New York, NY 05/2012

●Bachelor of Science in Public Affairs

PROFESSIONAL EXPERIENCE

Staffing Coordinator • RWJ Barnabas Health, Newark, NJ 08/2021 – Present

● Coordinates multi-disciplinary cross-functional teams to determine staffing needs and provide accurate schedules

● Serves as a point of contact for all staff coordination and scheduling for 150+ employees

● Fosters a positive working environment by building strong, collaborative relationships

● Efficiently executes administrative projects with high attention to detail and diligence

● Expertly supports end-users in various applications such as Google Suite, Microsoft 365, and ADP Enterprise v.8.1

● Resolves problems utilizing strong customer service, communication, and problem solving skills

● Utilizes strong communication skills and knowledge of various computer systems daily in coordinating office operations

Member Navigator • Clover Health Medicare Advantage, Remote 11/2020 - 06/2021

● Onboarded and navigated members to clinical healthcare services

● Assisted members with scheduling appointments with physicians and nurse practitioners

● Guided senior clients through complex systems using Confluence and Salesforce to review their supplemental benefits

● Supported client utilization of available resources through community outreach by providing referral information, website links, and advocacy

● Consulted with patients regarding affordable healthcare plan delivery through technology by combining data and patient relations with providers for improved healthcare outcomes

● Maintained client-related data, health records, and tracking systems utilizing Salesforce workflow management

Human Resources/System Operator • KForce (Contract), Fort Worth, TX 08/2018 - 04/2020

● Expertly operated and managed telephone business systems equipment to relay calls across 50+ telephone lines in a hospital setting

● Effectively managed complaints, settled disputes, resolved grievances and conflicts, and suggested solutions

● Operated computer software and hardware systems including programing, troubleshooting, setting up functions, entering data, and processing patient information

● Provided detailed documentation essential to Quality Assurance and Process Control to reduce duplicative work

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