Help Desk Technician / IT Support Specialist Candidate

Wendy Mihail

Canterbury, CT 959-***-**** *************@*****.***

Summary

EDUCATION

CERTIFICATION

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RELEVANT SKILLS

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RELEVANT EXPERIENCE

Merit America-Virtual (06/2024)

• Assisted individuals in finding affordable Medicare Advantage plans, ensuring they received coverage that met their needs, which improved client satisfaction and retention

• Determined eligibility for enrollees, helping them understand their options and benefits, leading to informed decision-making and increased enrollment rates

• Guided enrollees in selecting the best plans for their needs, explaining the advantages and coverage details, which enhanced client trust and plan satisfaction

• Scheduled property showings for prospective clients, handling over 200 calls daily, which improved client satisfaction and streamlined agent schedules

• Entered showing instructions for listings and troubleshot issues, effectively informing sellers of appointments, which enhanced communication and reduced scheduling errors

• Achieved a first-place award for most “Wow comments” from customers over 6 months. Was the only one out of over 500 employees to win this award.

Certified ITsupport professional with extensive experience in remote customer service and technical support. Skilled in troubleshooting technical issues, customer management software, customer account management and simplifying technical explanations for non-technical users. Proven ability to enhance customer satisfaction and resolve issues efficiently. Eager to leverage technical support skills to contribute to a Help Desk Technician role.

• Coursework: Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security - all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification, Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

Troubleshot technical issues & educated on logistics & policies, allowing for customer satisfaction without unnecessary escalation of support calls.

Instructed customers on using the GA lottery app and website, enhancing their user experience and reducing support call volume Assisted customers with tech-related issues on the GA lottery website and app, such as disabling VPNs and clearing caches, improving their system performance and satisfaction

Served customers with complex needs and concerns, delivering personalized assistance that increased first-call resolution rates Helped customers regain access to their accounts when locked out, ensuring continuity of service and customer satisfaction Skills:Technical Support & Troubleshooting, Ticketing System, User Training & Support, Operating Systems Installation, Software Installation & Configuration, Customer Service, Windows, Domain Name System (DNS), Networking, System Administration, Situation de-escalation, CRM software, Slack, Zoom, MS Office, Organizing, Time management, Problem-solving, Sleuthing, Creative, High EQ, Jira, GNIE, Teams, Geocomply, Multitasking, 6+ years call center experience, English, Apps, Ride sharing, Remote Support Tools, tech- savvy, Empathy

Instructed over 50 customers daily on completing Medicaid and qualified health plan application forms using effective communication and step-by-step guides, which improved application accuracy and reduced submission errors Provided compassionate customer service to individuals with complex needs, leading to increased satisfaction and retention Helped customers figure out why bills were not covered, resulting in successful resolution of billing discrepancies and enhanced customer trust

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GoogleITSupportProfessional Certificate:

TTEC

IGT/Stefanini

Showingtime

Merit America-Virtual Mar 2025 - Jun 2025

Remote

Sep2024 - Sep2025

Oct2022 - May2023

May2020 - Sep2021

Dec2015 - Jun2019

Google IT Support Professional Certificate

Medicare Advantage Specialist

Appointment Setting Specialist

Medicaid Customer Service Representative

Customer Service Representative / Tech Support

connects professionals with flexible remote work opportunities in customer support. The Remote Customer Service Representative is responsible for delivering exceptional customer support, assisting customers with inquiries, resolving concerns, and ensuring a positive customer experience. Computer Software

Provide professional customer support via phone and other communication channels Assist customers with account, product, and service-related inquiries Resolve customer concerns while maintaining a positive and professional attitude Accurately document customer interactions and updates Maintain high customer satisfaction standards during every interaction Follow company procedures and client-specific guidelines Manage multiple customer inquiries while ensuring accuracy and efficiency Support customer retention through effective communication and problem resolution Maintain confidentiality and security of customer information Call Center Operations

Account Management

Client Services

Required

High School Diploma or equivalent preferred

Strong verbal and written communication skills

Basic computer proficiency and ability to navigate online systems Excellent problem-solving and interpersonal skills Ability to work independently in a remote environment Strong attention to detail and organizational skills Reliable high-speed internet connection

Dedicated workspace suitable for remote work

Professional and dependable work ethic

Strong customer-focused mindset

Ability to complete onboarding assessments successfully Self-motivated with the ability to manage time effectively Comfortable learning new systems and processes

Previous customer service or call center experience

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