It Support Help Desk

Sandeep Charan Raj Talari

****Sapling Ridge Ln MD 20833 240-***-**** *******************@*****.***.

Objective

Competent and passionate individual Knowledgeable seeking as a Help Desk Manager with a proven ability to develop and implement efficient customer and service desk support strategies in dynamic, multi-facility environments. Skilled in managing technical teams, enhancing service level performance, and driving continuous improvement initiatives. Expertise in ITIL processes, risk management, and IT service management (ITSM) tools, with a focus on delivering high-quality support for IT users, executives, and project staff. Efficiently interacting with team members and other employees improves network and proficiency in department policies and procedures.

Education

B.C.A(BACHELOR’S IN COMPUTER APPLICATION) OSMANIA UNIVERSITY INDIA

Major: Information Systems

Minor: Life Science

PGDCA Post Graduate Diploma in Computers Application KAKATIYA UNIVERSITY INDIA

Computer science

Skills & Abilities

Key Skills

Team Leadership & Collaboration

Service Level Agreement (SLA) Management

Incident, Problem, & Change Management

Customer Service Strategy Development

Multi-Channel IT Support Strategies

Performance Metrics & Process Improvement

Risk & Trend Analysis

Employee Satisfaction & Engagement

Developed and coordinated the implementation of customer and service desk support strategies across a multi-facility environment, managing Tier 1 and Tier 2 technical agents and ensuring the seamless delivery of IT support services.

Led the execution of Service Level Targets (SLTs) by tracking performance metrics, implementing process improvements, and ensuring alignment with organizational objectives.

Recommended and implemented best-practice processes, driving enhanced service for IT users, executives, and project staff while adhering to enterprise support guidelines and industry standards.

Held regular meetings with the end-user community, providing updates, addressing concerns, and coordinating with IT functions to resolve issues and improve user satisfaction.

Oversaw and collaborated on Major System Incidents, participating in risk, problem, and change management processes in an ITIL framework, ensuring operational continuity and minimizing service disruptions.

Prepared and delivered monthly customer service metric reports, presenting data on IT support performance, issue resolution, and trend analysis to senior IT management.

Maintained close alignment with peers across multiple disciplines, promoting a unified approach to delivering world-class IT support.

Used the ITSM tool to identify trend issues, analyzed recurring problems, and implemented solutions to improve service delivery and reduce downtime.

Assessed and managed employee satisfaction results, working with senior management to execute improvement plans and enhance team performance.

Determined staffing requirements and built a high-performance team, ensuring effective staffing levels and driving the continuous development of team members. A Good Team Player and Data Entry skills, Schedules follow up visits/referral appointments when appropriate. Ability to learn and adapt to new technologies

Work Experience

MEDSTAR HIMS- Medical Records 2023 January -2024 October

Provided standard help desk assistance by responding to requests for technical support, ensuring timely and effective troubleshooting of hardware, software, and network issues via in-person, phone, chat, or email channels.

Logged all help desk interactions into the ticketing system, ensuring accurate documentation of user requests, technical problems, and resolution timelines for efficient tracking and reporting.

Administered help desk software, maintaining updated records of technical issues and coordinating with the IT team to ensure the proper routing and management of tickets and service requests.

Diagnosed and resolved technical hardware and software issues, including system crashes, application errors, connectivity issues, and peripheral device malfunctions, using available resources and tools.

Conducted research using available information resources such as knowledge bases, FAQs, and technical documentation to find effective solutions to user problems and enhance troubleshooting capabilities.

Redirected problems to the correct technical resource when necessary, ensuring specialized assistance was provided for complex issues beyond the scope of first-level support.

Tracked and routed problems and requests, ensuring accurate documentation of solutions to create a knowledge base for future reference and improve the efficiency of issue resolution.

Collecting Patient files/reports every day from all the units in the hospital and sort, label and scan them into patient's record.

Collecting information from the delivery room and information on births from the nursing units and parents and enters data into Vital records computer system for completion of birth certificates and maintains related logs.

Collect information on Death certificates, enters the data onto the death certificate or electronic system, obtains physician's signatures, and notifies physicians and funeral homes of the death certificate status.

Did Quality control and completed daily reports, analyzed the copayments to make sure the copayments are collected.

Analyze the patient’s medical record to ensure that the correct deficiency and provider have been identified.

MEDSTAR Patient Registrar 2021 October -2023 January

Advised users on appropriate procedures and best practices for system maintenance, issue prevention, and improved performance, ensuring they can effectively use IT resources.

Followed up with customers and users after issue resolution to ensure complete satisfaction, verify problem closure, and address any follow-up questions or concerns.

Adhered to help desk protocols and procedures, identifying and escalating critical issues that required immediate attention to senior IT staff or appropriate departments for faster resolution Worked towards effectively and accurately enter patients information into the hospital system, in accordance with departmental policies and procedures.

Verifying entered patient demographic information to ensure accuracy, which is essential to obtaining financial security for the healthcare facility.

Communicated to the patient and requested co-pays or deductible when applicable and provide receipt to patient.

Enter accurately all the Clinical/Admission Orders as directed by the physicians into the patient’s account.

Understand and maintain knowledge of relevant compliance issues in the emergency department, especially EMTALA and HIPAA

HOPE Foundation Inc TEAM MEMBER JUNE 2021- August 2021

Collaborate and Coordinate with all levels of hospital and medical staff, including doctors, specialists, and nurses, to ensure healthcare needs are being addressed.

Assisted in review and evaluated group and individual medical case records against federal, institutional, and healthcare quality assurance criteria.

Proofreading the documents to make sure they are no mistakes/errors in them

Monitored hospital budgets, including analysis of medical expenditures and cost overruns.

Kept medical team and hospital staff abreast of latest governmental, agency, and healthcare association mandates and policies.

●Organized and maintained a patient healthcare record system, including medical billing and accounting systems.

●Proficient in working with computer systems, Fax, Phones, etc.

HARRIS TEETER CUSTOMER SERVICE ASSISTANT JANUARY 2021 - MAY 2021

●Able to multi-task and complete tasks efficiently, Flexible. Strong attention to detail and able to prioritize.

●Customer Focused and Committed in meeting the needs and expectations of the organization's internal and external customers

●Able to effectively transition from task to task and deal with unresolved situations, frequent change, delays, or unexpected events; maintained objectives amidst shifting priorities.

●Excellent teamwork cooperative with others team members to accomplish business goals and objectives. Demonstrated dependability and results oriented. Took responsibility for actions, achieve results, and overcome obstacles

●Review Account payables and Excellent written, oral, interpersonal communication skills. Proficient with Microsoft Office Suite (specifically PowerPoint and Excel).

CHICK FIL-A TEAM MEMBER OCTOBER 2019- MARCH 2020

●Courteously greet guests, take orders, explain and suggest menu items on phone and in person.

●Prepare, assemble and serve products to food stations.

●Ensure that products and guest experience are consistent with the brand, culture, and standards of Organization.

●Perform tasks at a pace that can keep up with the demands of the business.

●Show up on time for scheduled shift.

●Communicate clearly with customers, fellow team members and leaders.

●Operate a cash register and receive payment from customers in cash or credit card, accurately counts and provides change to customers as required.

●Maintain a solid knowledge of products and services available in unit.

●Cleans and stocks work area.

●Assists in locating, reconciling, and verifying the accuracy of transactions and operate equipment with peripheral electronic data processing.

Yashoda Assistant Marketing Manager JULY 2016 - MAY 2019

●Creating promotional materials such as advertisements, flyers etc.

● Managing the various online advertising campaigns.

● Indulging in preparation of presentations and negotiation of contracts.

● To enter the data into the database without making errors, with maximum speed and accuracy.

● To constantly perform a job which might, at times, get repetitive with complete focus and dedication.

●To keep adequate backup for the data entered so that in case of a glitch, valuable data is not lost completely.

● Interact with customers to develop and maintain a relationship that will result in improving customer data. Process checks and investigate reasons for discrepancies

S.S. Enterprises Marketing Lead 2013 - MAY 2016

●● Supporting new product launches with presentations and collateral. Developing sales support materials such as brochures, presentations, and flyers.

●● Maintaining the marketing partnerships with various clients. Development of periodic sales projections for different territories.

●● Attending the customer’s requests for quotations. Attaining the monthly sales objectives.

●● Conducting assessment of risk elements and implementing risk management policies.

● ● Developing and implementing strategic planning initiatives.

●● Supporting the ongoing sales and marketing initiatives.

HONORS, AWARDS, MEMBERSHIPS

●Red Cross, India

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