Technical Support Specialist

SARAH DAVIS

PROFILE

Recent graduate of Lincoln Memorial University as of December 2022 with a Bachelor in Computer Science degree. Eager to move forward with applying my skills and knowledge toward opportunities that can be the infrastructure to my future career. Strong communication, analytical, and critical thinking skills. Highly innovative, creative, and always holding a “can do-will do” mindset makes for a great success story in the end. Seeking a challenging opportunity to apply and contribute toward innovation projects for potential expansion of skill set development and additional growth opportunities to provide a sustainable foundation for my future career.

EXPERIENCE

EPIC ANALYST, VOLT WORK SOLUTIONS; REMOTELY CONTROLLED APRIL 2022 TO AUGUST 2023

• Receive/Review/Resolve incoming tasks assigned by the ticketing system involving clinical and administrative concerns from end-user

• Receive InBound calls from clinical and administrative staff from diverse organizations seeking technical support or guidance for the clinical platform Epic.

• Outbound follow-up communications with clinical and administrative staff for additional assistance and support when needed

• Assist in the implementation and optimization of Epic software and provided support to end-users, including troubleshooting and issue resolution

• Collaboration with technical teams to ensure system integrations are functioning properly During this opportunity, I was able to apply my technical knowledge and expertise ranging from software installations and updating to troubleshooting and fixing external issues within internal system components (tools/applications) available on my side to assist appropriately. Providing training and Troubleshooting support to ensure end user knew the objective of the Epic platform and application..

Remote, Kentucky, Tennessee, USA 423-***-**** ***************@*****.*** TECHNICAL SUPPORT SPECIALIST, ASURION; REMOTELY CONTROLLED FEBRUARY 2021 TO APRIL 2022

• Received incoming calls from customers experiencing technical issues regarding device support (Cellular devices, handheld device, and wearable device)

• Identified solutions for end-user concerns troubleshooting, diagnosing, and instructing personnel on a “step-by-step” approach to resolve.

• Using remote access software provided by assigned project admin to remotely connect and access end-users equipment to help resolve concerns when needed.

• Providing sales support to callers enrolling them in equipment protection plans and services.

• Projecting intermediate sales of products while providing technical assistance

• Identifying potential sales targets by active listening and understanding customer feedback While being a support specialist for this project, I was able to gain the capability and knowledge of providing duel support of technical support and product support simultaneously. Gaining growth and development knowing the product and services allowed me to confidently apply my technical skills to provide supportive services for end user, resolve their technical difficulties they had encountered, but also prior to ending the call; I could also confidently explain the product and services that Asurion had to offer and up sale the product (protection plans) to end user. Resulting in increased sales for company and business satisfaction for Asurion customers. Leading me to be more confident not only in my technical support abilities but also my ability to communicate with clients on a sales prospective HELP DESK, ITEL BPO SMART SOLUTIONS; REMOTELY CONTROLLED MAY 2019 TO JANUARY 2021

• Provided customer support to multi-retail divisions by answering and addressing questions and concerns regarding products and services.

• Provided customer support for individuals whom needed help updating credentials for online account.

• Assisting callers with creating their online account and explaining how to access and the benefits of using the platform for services.

• Resolving customer issues and complaints. Addressing and resolving the issue to ensure customer satisfaction

• Assisted callers with technical assistance when needed by troubleshooting using methods such as clearing cache, validating connection information, and Remotely accessing callers equipment when needed to provide end user access to callers account

• Managing customer accounts by making changes and handling account related requests for accessibility and updating information as needed.

For this project, I was able to apply my outstanding communication skills and multi tasking abilities to help assist customer’s in a very informative and effective way. Providing excellent customer support, providing timely and efficient services to customers. Gaining ability to merge tasks and solve problems simultaneously leading to successful tasks completion meeting team goals and expectations.

PATIENT SERVICE SPECIALIST, FIRST CARE URGENT CARE; MIDDLESBORO KY. DECEMBER 2018 TO MAY 2019

• Gathered essential information for patient before their visit, including demographics, medical history, insurance details, and consent forms

• Checked patient eligibility, scheduling follow-up appointments, developing patient relationships, and helping check patients in and out of the facility

• Researched and print patient documents, help patients set up online accounts, maintain records, and complete data entry tasks Working within a systemic organization of patient care, I had developed an excellent understanding for the importance of clear communication and interpersonal skill. Strong organizational, multi-tasking, and time management abilities that has gave me the opportunity and confidence to effectively manage workflow and tasks independently and efficiently. EDUCATION

LINCOLN MEMORIAL UNIVERSITY, BACHELOR DEGREE

COMPUTER SCIENCE DECEMBER 2022

SKILLS

Communication, multitasking, organization, time management, data analysis, data entry, Active listening, project management, Jira, workflow management, platform management/integration, problem solving, adaptability, detail oriented, customer service excellence, critical thinking excellence, help desk support, Microsoft 365, Software knowledge excellence, Documenting and casework management Excellence.

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