Customer Service Data Entry

Karen Tomlinson

Summary

Detail-oriented and technically proficient IT and customer service professional with over 7 years of experience supporting enterprise systems, help desk operations, and application processing across healthcare, energy assistance, and financial services sectors. Adept at troubleshooting hardware, software, and network issues in Windows environments, with hands-on expertise in tools such as ServiceNow, Active Directory, Office 365, and VPN technologies. Proven ability to deliver first-call resolution, manage high-volume service requests, and train new team members to ensure operational excellence. Recognized for strong communication, problem-solving, and process improvement skills in both remote and on-site roles.

Education

Jackson State University – Bachelor’s degree: Information Systems

Skills

VPN troubleshooting

Windows support

ServiceNow

Office 365

Help desk

Hardware support

Data entry

Auditing

Application processing

Energy portal

Customer service

Problem solving

Employee training

Communication

Document handling

Intake management

Application review

Process improvement

Detail-oriented

Time management

Professional Experience

Customer Service Representative

Liheap PCA

Mar 2025 – Present

Managed intake processes, performed accurate data entry, and conducted audits to ensure compliance and data integrity.

Trained new employees on procedures, systems, and best practices to support team efficiency and consistency.

Processed LIHEAP applications by collecting and verifying required documentation to determine applicant eligibility.

Created and submitted applications through the Energy Assistance Portal, ensuring timely and complete uploads of all supporting documents.

Delivered calm, friendly, and solution-focused customer service while troubleshooting applicant concerns and guiding them through the application process.

Service Desk Analyst (Remote)

WellStar Health System

Dec 2023 – Jan 2025

Delivered first-call resolution for healthcare staff by troubleshooting issues related to Epic, Imprivata, Citrix, Global Protect, Workday, and UKG applications.

Provided expert support via remote sessions, resolving technical issues and performing software installations efficiently.

Maintained high standards of customer care and service quality, ensuring compliance with organizational protocols and ServiceNow reporting requirements.

Managed and resolved incident tickets in ServiceNow; escalated critical issues by coordinating with on-call personnel.

Performed Altiris-based software deployments, managed Active Directory accounts, and handled Office 365 license assignments and configurations.

Supported Okta, Mobile Device Management (MDM), Microsoft Authenticator, and Duo Mobile installations for secure access and identity management.

Operated and supported systems within a Windows environment, including troubleshooting software and hardware issues, managing user accounts, and ensuring system stability and performance.

Configured, maintained, and troubleshot Virtual Private Networks (VPNs) to ensure secure and reliable remote access for users, resolving connectivity and performance issues across diverse network environments.

Configured and mapped network printers and shared drives, enhancing user accessibility and workflow efficiency.

Demonstrated strong technical acumen in VMware environments and Microsoft enterprise tools.

IT Help Desk Analyst

C3i Solutions

Aug 2021 – Sep 2023

Delivered first-call resolution for technical support via phone, email, and chat, addressing issues with both commercial and proprietary applications.

Maintained high standards of customer service, ensuring adherence to quality benchmarks and reporting protocols.

Utilized remote desktop tools to perform software and printer installations, improving user productivity and minimizing downtime.

Managed Active Directory tasks, including password resets and adding users to appropriate client groups for software access.

Administered and supported Virtual Private Networks (VPNs), diagnosing and resolving access, connectivity, and performance issues to maintain secure and efficient remote user access across varied network infrastructures.

Created, resolved, and escalated ServiceNow tickets, ensuring timely and accurate issue tracking and resolution.

Processed hardware replacement and shipment requests through Customer Relationship Management (CRM) systems, supporting seamless client operations.

Warehouse Associate

Amazon

Mar 2021 – Jul 2021

Picked, packed, and prepared customer orders for shipment with accuracy and speed.

Operated warehouse equipment and followed safety protocols to maintain a secure work environment.

Conducted inventory checks and reported discrepancies to ensure stock accuracy.

Collaborated with team members to meet daily productivity and quality goals.

Provided support in troubleshooting order issues and resolving customer concerns.

Maintained a clean and organized workspace to support operational efficiency.

Operations Clerk

Wells Fargo

Jan 2020 – Mar 2021

Performed routine clerical and administrative tasks requiring basic research, data entry, and problem-solving skills.

Processed a high volume of payments, tickets, online entries, and sensitive documents with accuracy and attention to detail.

Managed daily US mail operations, including sorting and batching using automated sorting machines and manual methods for distribution across departments.

Maintained accurate records of processed items and ensured timely delivery to appropriate internal teams.

Supported internal departments by preparing and organizing documentation for audits and compliance checks.

Collaborated with team members to streamline mailroom and document processing workflows.

Demonstrated strong organizational skills and the ability to work independently in a fast-paced, deadline-driven environment.

Ensured confidentiality and compliance with company policies and regulatory standards.

Technical Support Representative

Intralot

Aug 2018 – Nov 2018

Contacted retailers to coordinate and guide them through the installation and setup of lottery equipment.

Provided real-time technical support and troubleshooting assistance to resolve hardware and connectivity issues.

Delivered clear instructions and support to ensure retailers could operate equipment confidently and efficiently.

Logged and tracked support interactions using ServiceNow, ensuring timely resolution and follow-up.

Supported related technologies including Office 365, computer hardware, and network connectivity tools.

Maintained a high level of customer service and professionalism, ensuring a positive experience for all retail partners.

Operated and supported systems within a Windows environment, including troubleshooting software and hardware issues, managing user accounts, and ensuring system stability and performance.

Technical Support Representative

CGS (Computer Generated Solutions)

Jan 2018 – May 2018

Provided technical assistance by applying in-depth knowledge of information systems products and services, ensuring accurate and timely support for customer inquiries.

Identified and escalated complex issues to higher-level support teams in accordance with established escalation protocols, ensuring swift resolution.

Maintained up-to-date knowledge of product features, updates, and customer entitlement options to deliver accurate and relevant information.

Utilized internal knowledge bases and resource materials to effectively address a wide range of client questions and technical concerns.

Accurately documented support interactions and maintained detailed records, contributing to report generation and performance tracking.

System Operator

Intralot

Dec 2014 – Nov 2017

Generated detailed system reports based on requests from customers, management, and development teams to support operational insights and decision-making.

Operated proprietary Intralot software applications to manage and monitor system performance and functionality.

Monitored system hardware availability to ensure continuous uptime and proactively addressed potential issues.

Processed customer service requests, including new installations, equipment removals, and ownership changes, ensuring accurate and timely execution.

Collaborated closely with Field Service Technicians via phone to assist with equipment installations and remote troubleshooting.

Followed documented procedures and checklists to complete daily operational tasks with consistency and compliance.

Maintained accurate logs and documentation to support system audits and performance reviews.

Retail Sales Associate – Electronics

Walmart

Aug 2012 – Oct 2014

Greet customers and provide exceptional service in the electronics department.

Assist customers in selecting and purchasing electronics products.

Stay informed about the latest technology trends and product features.

Maintain clean, organized, and well-stocked displays and shelves.

Operate point-of-sale (POS) systems for purchases and returns.

Handle customer inquiries and resolve issues professionally.

Monitor inventory levels and assist with restocking and merchandising.

Follow all safety and loss prevention procedures.

Computer Operator

Lockheed/CDC

Nov 2009 – May 2012

Collaborated with cross-functional teams including CDC officials, logistics coordinators, and healthcare providers to streamline emergency pharmaceutical distribution processes.

Identified and resolved shipment discrepancies and delays, proactively communicating with UPS and internal stakeholders to ensure uninterrupted delivery of critical medications.

Utilized data management tools to generate daily performance and compliance reports, contributing to federal oversight and public health transparency.

Supported emergency preparedness initiatives by documenting logistics workflows and contributing to the development of standard operating procedures (SOPs).

Demonstrated strong attention to detail and urgency in a high-pressure environment, ensuring the accuracy and timeliness of life-saving drug deliveries.

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