Technical Support Project Management

Linds’e Harris

*** ******* **, ***** ******, MI *9548

616-***-**** ************@*****.***

LinkedIn Profile

IT OPERATIONS & PROJECT MANAGEMENT

Results-driven IT professional with extensive experience in technical support, IT project management, and system administration. Proven ability to troubleshoot complex system issues, manage enterprise applications, and lead process automation initiatives. Adept at supporting Workday, Salesforce Service Cloud, VoIP systems, and other enterprise platforms. Expertise in Tier 1 & Tier 2 ticket resolution, system monitoring, call center technologies, and network troubleshooting. Strong background in healthcare IT, revenue cycle management, and financial systems. Proficient in Jira, Power BI, Racing Snail, and Workday Financials. PROFESSIONAL EXPERIENCE

Signify Health IT Operations Specialist

March 2022 – Present

• Provide Tier 1 & Tier 2 technical support for internal teams, resolving Workday system issues, access requests, and troubleshooting application errors.

• Lead onboarding/offboarding processes, ensuring seamless provisioning and deprovisioning of IT accounts.

• Manage call center technology implementations and upgrades, optimizing system functionality and end-user experience.

• Work closely with third-party vendors and internal IT teams to resolve Workday, Salesforce, and VoIP system issues.

• Spearhead process automation initiatives, leveraging Jira and Power BI to track system performance and service requests.

• Maintain detailed documentation for support tickets, resolutions, and system enhancements. Priority Health Provider Network Coordinator

May 2021 – March 2022

• Supported provider data management, contract compliance, and technical integrations within Workday and Salesforce.

• Resolved Tier 2 Workday Financials tickets, troubleshooting accounts payable, provider payment discrepancies, and system access issues.

• Developed and maintained technical documentation for Workday workflows, improving efficiency across departments.

• Led process evaluations and workflow automation initiatives, improving data accuracy and operational efficiency.

Priority Health Customer Service Coordinator

January 2020 – May 2021

• Provided technical support for Workday and Salesforce systems, resolving provider inquiries and system-related issues.

• Processed and resolved Tier 2 Workday financial tickets, including invoice corrections, reimbursement disputes, and reporting discrepancies.

• Assisted in training staff on Workday navigation and best practices, ensuring accuracy in financial processing.

Spectrum Health Medical Biller

October 2017 – January 2020

• Managed Workday accounts payable and financial transactions, ensuring accurate processing of patient and insurance payments.

• Resolved discrepancies in financial accounts using Workday Financials, Salesforce, and internal billing systems.

• Assisted in system enhancements and upgrades, providing feedback on Workday functionality and reporting capabilities.

Spectrum Health Patient Service Representative

May 2016 – October 2017

• Managed high call volumes and resolved technical issues related to Workday, EMR systems, and scheduling platforms.

• Assisted with insurance verification and eligibility processing, streamlining administrative workflows.

Spectrum Health Staff Coordinator, Lead

December 2012 – April 2016

• Scheduled and managed staffing for clinical teams, optimizing resource allocation through Workday scheduling systems.

• Implemented process improvements for scheduling workflows, reducing administrative delays. TECHNICAL SKILLS & CORE COMPETENCIES

• Workday Financials & HCM: Tier 2 ticket resolution, accounts payable, system access management

• IT Support & Troubleshooting: Hardware/software diagnostics, system monitoring, user support

• System Administration & Security: User provisioning, compliance, data security

• Salesforce Service Cloud & CRM Management

• Technical Documentation & Knowledge Management

• Call Center Technology: VoIP, CX systems, workflow automation

• Project Management & System Implementations

• Process Improvement & Automation: Jira, Power BI, Racing Snail, workflow optimization

• Collaboration & Leadership: Cross-functional team management, vendor coordination EDUCATION

Walden University 2018 – 2020

Master’s Degree in Healthcare Administration

Ferris State University 2011 – 2016

BBA, Business Administration & Management

Certificates: Human Resources, Leadership

CERTIFICATIONS & TRAINING

• Workday Financials & HCM Training

• ITIL Foundation (In Progress)

• Salesforce Service Cloud Fundamentals

• Project Management Basics (PMP Pathway)

• HIPAA & Data Security Compliance

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