Customer Service It Support

Simisola Obikoya

***** **** ******* ** ****, TX *7449

832-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Highly dedicated and empathetic customer service professional with over 5 years of experience in customer service, IT support, and healthcare enrollment. Proven expertise in troubleshooting, account management, and delivering excellent customer service in fast- paced environments. Skilled in providing technical and patient support, training, and fostering positive relationships with clients. Demonstrated ability to manage multi-channel support and collaborate with cross-functional teams to ensure seamless service delivery. CORE SKILLS

• Customer Support: Multi-channel support (phone, email, chat), ticketing systems

(ServiceNow, Jira, Zendesk, Remedy)

• Healthcare Experience: HIPAA compliance, patient data management, Epic workflows, patient enrollment

• IT Support & Troubleshooting: System navigation, login issues, hardware and software troubleshooting, network connectivity

• Technical Skills: Windows, macOS, Linux, Microsoft 365, Azure, Active Directory, VPN, remote support (TeamViewer, AnyDesk)

• Account Management: Active Directory & Azure AD (password resets, permissions, groups)

• Training & Support: User training on software/hardware, Epic systems, and workflows

• Security & Privacy: Endpoint protection, MFA, antivirus tools, compliance with HIPAA standards

• Cloud & Virtualization: Microsoft 365 Admin Center, VMware, Azure Portal

• Software Deployment & Automation: SCCM, Intune, PowerShell, Bash for automation

• Communication: Clear, concise communication with patients, healthcare teams, and technical support staff

PROFESSIONAL EXPERIENCE

Customer Service Representative

TTEC (TXTAG Toll Road Company), Katy, TX May 2022 – Present

• Provide exceptional support via phone, email, and ticketing systems for account, billing, and technical issues.

• Troubleshoot portal access issues, assist with account updates, and guide users through self-service tools, ensuring accurate resolutions.

• Resolve authentication errors, configure autopay, and help with system setup for improved user experience.

• Escalate complex issues to technical support while maintaining clear documentation in ticketing systems.

• Maintain high customer satisfaction by consistently meeting and exceeding service- level agreements (SLAs).

Epic Consultant

University of Oklahoma Hospital, Oklahoma City, OK May 2023 – June 2023

• Supported clinical staff by optimizing Epic workflows and preferences, enhancing operational efficiency.

• Troubleshot hardware and software issues related to desktops, printers, and workstation connectivity.

• Provided hands-on training for users, improving Epic system adoption and workflow proficiency across departments.

• Ensured smooth network and system connectivity during daily operations, minimizing downtime.

Epic Consultant

University Health Middlefield Medical Center, Middlefield, OH March 2023 -June 2023

• Delivered technical support for Epic systems, including In Basket and messaging functions, ensuring timely issue resolution.

• Assisted in configuring Active Directory accounts and resolving desktop and peripheral problems.

• Conducted training on Dragon dictation and Epic hyperspace navigation, enhancing system usage efficiency.

Junior Systems Administrator

RWJBarnabas, New Jersey June 2022- July 2022

• Configured Epic ClinDoc workflows, macros, and smart phrases, improving provider documentation processes.

• Managed user access and permissions through Active Directory and Azure AD, ensuring security and compliance.

• Provided training on advanced Epic documentation tools, improving user proficiency and workflow efficiency.

Customer Service Representative (Healthcare Enrollment) Katy, TX January 2022 – May 2022

• Assisted patients in navigating healthcare enrollment processes, ensuring smooth and accurate submissions.

• Addressed and resolved inquiries regarding coverage options, eligibility, and benefits with a focus on customer satisfaction.

Customer Service Representative

Sitel, Houston, TX June 2015 – December 2020

• Delivered high-quality customer support, resolving inquiries, complaints, and providing product information.

• Handled account management tasks, including billing, orders, and technical issues, ensuring customer satisfaction and retention.

Customer Service Representative

Walmart, Houston, TX August 2010 – August 2014

• Provided frontline support to customers, addressing inquiries, returns, and complaints with professionalism.

• Ensured seamless customer experiences through effective problem-solving and product knowledge.

Customer Service Associate

Ross, Houston, TX July 2010 – April 2011

• Assisted customers with product selection, returns, and special orders, ensuring satisfaction and a positive store experience.

EDUCATION

Associate of Science in Business

Houston Community College, Houston, TX 2021 (GPA 3.5)

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