Customer Service Help Desk
Resume:
Dec ****-Present
Jan **** – Nov 2021
Jul 2017 – Dec 2020
Apr 2020-Apr 2022
Tabitha Goodman
Westland, MI
313-***-**** • ****************@******.***
Objective
Versatile and client-focused professional with a strong foundation in both customer service and IT help desk support. Skilled in troubleshooting technical issues, resolving escalations, and delivering clear, empathetic communication.
Work Experience
Service Desk Analyst II
GalaxE. Solutions
Managed Service Provider (MSP Support for Cigna)
Diagnose and resolve technical issues related to hardware, software, operating systems (Windows, macOS, Linux).
Provide in-person, phone, chat and email support.
Log, track or resolve incidents via ticketing systems (Zendesk, Jira, ServiceNow) Install, configure, and maintain computer systems
Collaboration with Tier 3 support, system administrators, network engineers Escalations Manager
HTC Global INC
Identify trends and root causes of recurring urgent issues Cross collaboration with Tier 3/network engineers to develop and implement solutions to address common problems
Manage and update Knowledge base
Collaboration
Audit tickets from first level agents
Government Programs Customer Service Representative Delta Dental of Michigan
Clearly and accurately communicate all eligibility, benefit, claim status and payment information related to caller
Provide appropriate resolution to inquiries and complaints within specified timeframes and guidelines established by regulatory agencies or client contracts. Assist callers with grievance and the claims appeals processes Enters and adjusts claims as required
Service Desk Analyst I
CareTech Solutions
Managed Service Provider (MSP) support for Corewell Health (Formerly Beaumont Hospital) Assist with inbound calls and triage incidents as necessary Provide technical support including troubleshooting medical equipment Phone and hardware support
Education
Associate of Arts - Business Management
University of Phoenix
Contact this candidate