Customer Service Direct Support
Resume:
Timothy Flannery
Customer Service/Direct support professional
Tunkhannock, PA 18657
*********@*****.***
Professional Summary
Diligent and compassionate Direct Support Staff with over 7 years of experience providing personalized care to patients in their homes and assisting with daily activities. Patient and empathetic while working with individuals, encouraging stability and independence. I have worked in group homes, institutions, and home settings.
I am skilled in conflict resolution and trained in de-escalating negative situations. Authorized to work in the US for any employer
Work Experience
Home Health Aide
Various Contract Positions-Scranton, PA
April 2017 to December 2023
• Provided compassionate and personalized care to patients in their homes, ensuring their comfort and well-being
• Assisted with daily activities such as bathing, dressing, grooming, and medication administration
• Maintained a clean and safe environment for patients by regularly sanitizing equipment and living areas
• Supported patients with mobility issues by assisting with transfers, ambulation, and exercises as prescribed by healthcare professionals
• Managed medical appointments and transportation logistics for patients to ensure timely access to healthcare services
• Documented patient observations accurately in medical records, including changes in condition or behavior
• Administered medications according to physician instructions while adhering to proper dosage guidelines
• Assisted in meal planning, preparation, feeding assistance, dietary restrictions adherence, and monitoring fluid intake of patients as required by their health conditions Help Desk Analyst
Maximus-Pittston, PA
April 2017 to August 2018
• Provided technical support to end-users, troubleshooting hardware and software issues
• Documented all customer interactions and solutions in the ticketing system for future reference
• Collaborated with cross-functional teams to escalate complex technical problems and ensure timely resolution
• Maintained a high level of professionalism and patience while assisting customers with varying levels of technical knowledge
Help Desk Technician
AppleOne-Scranton, PA
January 2011 to August 2012
Basic customer service skills utilized in a call center setting. Customer Service Representative
Seimans IT Solutions-Summit, PA
August 2008 to January 2010
• Perform computer system trouble shooting to Metropolitan Life Insurance employees
• Take incoming calls and assist with application usage and technical assistance for windows XP and corporate applications.
• Create tickets to be escalated to our second level technicians when basic trouble shooting is not enough
• Provide support for server applications, as well as hardware issues
• Directly connect to computers for technical assistance and correction of application errors
• Work with all Windows XP components
• Support for wireless devices and setup of person wireless connection
• Support for web based applications, using Java and basic internet trouble shooting skills Utilized the following applications and troubleshot same while at this job: Lotus Notes
o Remedy Action Request System
o Blackberry Desktop Manager
o Blackberry Devices
o Marimba
o VPN
o Windows Share & File permissions
o Internet Explorer
o Sametime
o Home networking
Education
Bachelor's in Information Technology
American InterContinental University - Hoffman Estates, IL November 2007
Skills
• Behavior Management
• Help Desk
• Special Needs
• Communication skills
• Computer literacy
• Direct support
• Working with people with developmental disabilities
• Working with people with autism
• Communication skills
• Applied behavior analysis
• English
• Medication administration (2 years)
Certifications and Licenses
driver's license
Assessments
Customer service — Completed
March 2024
Identifying and resolving common customer issues
Full results: Completed
Technical support — Proficient
April 2024
Performing software, hardware, and network operations Full results: Proficient
Project timeline management — Completed
March 2024
Prioritizing and allocating time to effectively achieve project deliverables Full results: Completed
Technical support: Customer situations — Proficient April 2024
Responding to technical support situations with sensitivity Full results: Proficient
Customer focus & orientation — Proficient
August 2024
Responding to customer situations with sensitivity Full results: Proficient
Food service: Customer situations — Proficient
August 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Work style: Reliability — Proficient
October 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Work style: Reliability — Proficient
May 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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