Angela Piscopo

adwo5g@r.postjobfree.com • 248-***-****

LinkedIn • Royal Oak, MI

IT/Product Support Specialist

Tech-savvy and solution-focused professional with extensive experience in providing technical and specialized support related to product software, hardware, OS systems and technical devices such as PCs, printers, phones, faxes, paging and more while ensuring professional and courteous customer experience. Adept at identifying customer needs/issues and providing best-in-class solutions in compliance with IT Service Level Agreements

(SLAs). Proven expertise in diagnosing and resolving key issues through utilization of remote tools. Instrumental in delivering technical training, guidance, and data entry to clients with a keen focus on meeting and exceeding set performance goals. Skilled communicator; equipped with exceptional analytical, leadership, and problem- solving skills.

Technical Proficiencies

Devices &

Systems:

Microsoft Active Directory Support Service, Ticketing Systems, Teleopti, Microsoft Server OS/ DUO, Ping ID, Authenticator, Dictation Services i.e., Dragon 360, PowerMic mobile, Mobile heartbeat phone system, Cameras, Microsoft 7,10,11, Microsoft Identity Manager (MIM), FIM, Azure Active Directory (Azure AD), printers, PCs, faxes, laptops, mobile phones; iPhone and Androids, VOIP Cloud based Telephony and PBX phone systems i.e., AVAYA desk phones and softphones, Genesys, Mac OS, Windows 7,10,11.

Software &

Programs:

Ultra-Tax, Onesource, Salesforce, Genesys, Workday, Alvaria, Workforce Management, Paycor, Outlook/365, Zoom, SAAS, EPIC, Microsoft teams, Microsoft Authenticator, Microsoft Office Suite/365, LogMeIn rescue, Citrix, Mobile Heartbeat, Home and Share Drives, Google Chrome, Microsoft Edge, Firefox, Microsoft Teams, Zoom, Skype, Google Meet, Citrix, Team Viewer, One Drive, icloud drive, Adobe Acrobat, Adobe reader DC, SharePoint.

Career Experience

Thomson Reuters, Ann Arbor MI- Remote

August 2022- Present

o Product Support/IT support Specialist

Provided specialized software support for clientele i.e., CPAs, CEOs, IT technicians, and other users from small to large billion dollar companies. This included but was not limited to navigating and troubleshooting of different tax software programs such as Onesouce, Ultra Tax and others. Responsible for the guidance and support of Citrix web-based management services. Provided guidance on inputting information and data into software applications installed on Web servers, locally and with SAAS.

• Responsible for all other calls related to support of any issues relating to Citrix, web services, downloads/installs and troubleshooting the web based and local software and management applications.

• Dedicated to providing customer-obsessed, professional and excellent communication skills pertaining to different users communication types. i.e., Drivers, Amiables, Analyticals, etc to further provide a higher quality and smoother troubleshooting experience when supporting clients over the phone, and remotely.

• Promoted within the company in 6 months to support a larger clientele for the top rated tax software offered. This software involved 1040 returns for individual, foreign, c corps/s corps, multiple K-1s, assets, and other complex returns.

• Sought out ways to network and be available to learning other products and committing to creating a team for “Early Career Network”, focused on helping young people learn about the company, how to get started and the training available.

HTC Global Services, Troy MI - Remote

March 2021- August 2022

o IT Analyst

Provided support to wide range of clients on issues pertaining to PBX and VOIP Cloud-based phones (AVAYA), printers, pagers, Dragon dictation, Windows and MAC PCs/laptops, WOWs, vital machines, multi-function devices, and system integrations. Facilitate management by delivering remote support through various platforms, such as web-based 365, PACS, EPIC, EPIC Care Link, active directory, DUO Mobile, Citrix, Microsoft Office 365 web-based and Full Client Outlook, H ealth Stream, virtual portals, and virtual machines. Communicate with medical/private sector clients, vendors, corporate personnel, and patients over phone to resolve critical issues.

• Demonstrated expertise in cyber-criminal strategies such as vishing, phishing, malware, and whaling, as well as different security risks, security programs, and regulations.

• Achieved highest success rate in troubleshooting and resolving IT issues at the first level.

• Leveraged multitasking abilities to manage two hospital accounts in Michigan and New York, totaling eight hospital sites as well as hundreds of private offices, vendors, and contractors.

• Resolved 80% of tickets as well as met and exceeded metric requirements due to exceptional performance.

Beaumont Health, Royal Oak, MI

April 2008- March 2021

o Business Associate & Assistant manager – Ministrelli Womens Heart Center 2019-2021 Steer efforts in achieving organizational goals in collaboration with potential shareholders, such as clinical/nursing staff, peers, and physicians. Maintain essential database records by utilizing EPIC system. Convey information to clients/providers on system upgrades and deliver high-end IT support.

• Enhanced operational activities and facilitated provider/staff members by troubleshooting technical issues of systems.

• Brought in hundreds of thousands of dollars in backlogged referrals and authorizations for past procedures.

• Single-handedly coordinated office operations during COVID-19; facilitated patient and physicians by managing various aspects of telemedicine initiatives and scheduling online appointments; generated revenue and achieved desired targets.

• Trained and guided staff workers on PPE equipment to ensure best possible protection during crisis situation.

o Business Office Associate - Academic Heart and Vascular Center 2017– 2019 Supported patients by scheduling appointments and delivering on-time support while serving in Beaumont Chief of Cardiology department. Addressed patient queries on phone and resolved problems through valuable feedback. Managed documentation related tasks, such as recording client information, scanning documents, and creating data charts. Coordinated with cross functional teams of clinical, clerical, nurses, colleagues, and physicians to ensure organizational excellence. Received referrals/endorsements and verified insurance benefits while working with insurance/other departments.

• Trained, mentored, and guided colleagues to increase working skills and productivity.

• Ensured seamless flow of operational activities by troubleshooting IT and technical issues. Additional Experience

Business Office Associate, Multi-Disciplinary Oncology, Royal Oak, MI Business Office Associate, St Clair Shores Internists, Roseville, MI Education

Associates in General Studies - Graduated

Associates in Cyber Security (in-progress)

Oakland Community College, Auburn Hills MI

Licenses & Certifications

Technology 6 Certification – CompTia A+, Net+, Sec+ Detroit Digital School of Technology, Detroit MI CompTIA Security + (In-Progress) Oakland Community College, Auburn Hills MI CYSA (In-Progress) Oakland Community College, Auburn Hills MI Memberships

WOMSA

Saving Destiny Animal Rescue 501C

Early Career Network

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