Remote Customer Service & IT Support Specialist

JENNIFER DIXON

Beckley, WV ***** (***) *** - **** ************@*****.***

linkedin.com/in/jennifer-d-dixon

PROFESSIONAL SUMMARY

IT Support Specialist with over 7 years of remote troubleshooting and technical support experience. Skilled in diagnosing issues, managing CRM systems like Salesforce, and guiding customers through step-by-step solutions. Adept at bridging technical systems with end-user needs, now dedicated to resolving IoT and transportation technology challenges.

AREAS OF EXPERTISE

•Technical Support: Google IT Support, Ticketing Systems, Troubleshooting & Diagnostics, End User Training & Support

•Operating Systems: Windows OS, Linux

•Technical Tools: Software Installation & Configuration, Command Line, Ping, Vlans

PROFESSIONAL EXPERIENCE

Self Employed Aug 2016 - Aug 2023

Technical Customer Representative Beckley, WV

•Provided remote technical support for hardware and software issues, delivering step-by-step guidance through phone, email, and chat to ensure issues were resolved within agreed time limits.

•Diagnosed and troubleshot complex technical issues using a comprehensive knowledge base, while documenting each resolution process to improve future support cases.

•Maintained detailed and accurate records of customer interactions in a CRM system, ensuring prompt follow-ups and successful escalation to appropriate internal teams when necessary.

•Analyzed customer-reported issues to identify recurring bottlenecks, contributing actionable insights and feature requests to internal teams to enhance product performance.

MedPartners Oct 2015 - Jul 2016

Medical Coder Beckley, WV

•Accurately interpreted medical diagnoses and procedural codes, assigning appropriate demographic and billing codes using Nuance

& Sovera encoders.

•Ensured 100% compliance with HIPAA guidelines and organizational policies while working with confidential patient records.

•Coded inpatient medical charts with precision, supporting proper billing and reimbursement processes across healthcare teams.

EDUCATION

Merit America

Jul 2023

•Achievements: Google I.T. Support Professional Certificate

CERTIFICATION

•Google I.T. Support Professional Certificate: July 2023

•Practical Help Desk Certificate In Process

Contact this candidate