Insight Global

IT Support Specialist

Me, myself and I

Unemployed

Cincinnati Financial Corporation Investment Company

Customer Support Analyst I

ICS, A Korn Ferry company

Information Technology Contractor

Shellpoint Mortgage Servicing

Help Desk Specialist II

Robert Half and Resurgent Capital Services and Shellpoint Mortgage 

Serviced the Shellpoint account for Resurgent via Robert Half. Inbound telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Handle escalated problems from less experienced staff. Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.

Contractor- Help Desk Specialist II

Mindlance and Anthem

Taking Calls from IngenioRx front line reps/Pharmacy’s for a member is needing assistance to get a paid claim but are hitting against Other Insurance denial. Rep will verify the Other Health Insurance working with multiple applications to verify, then complete a task to override the denial so member can get a paid claim. The Rep will document information and send in intake to update member’s Eligibility. We focus on First Call Resolution. 
This Role is supporting IngenioRx the newest and Largest PBM that specializes in Pharmacy.

Contactor - IngenioRx OHI Team

Path Forward

Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services. Equivalent to a Level 3 technician at places of similar business. Managed 20+ Client accounts simultaneously, mostly Healthcare focused. Once trained, was able to close/complete 500+ tickets per month, many of which are same day SLA High priority. Able to switch back and forth between clients with different domain practices for user management, exchange, profile services, RDS farms, print servers, file servers, WSUS servers, GPO standards etc. All with the backbone of Labtech Persistent software and Screenconnect/Connectwise Remote logon services working in tandem with Labtech.

Tier 1 Support Engineer

Comcast

Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router, and security delivered over BCI and/or MetroE. Verify network outages and escalate to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. Accurately document problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Use multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.

NOC Lvl 2

Atos

Responsible for resolving break/fix escalations sent up by level 1 technicians. Assist end users in resolving a gamut of software and hardware related issues with a primary emphasis on a quality first call resolution. Accurately document problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system. Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

L2 Support Technician - Norfolk Southern Account

Experienced Support Technician with a demonstrated history of working in the information technology and services industry. Skilled in Customer Service, Technical Support, Microsoft Office, Active Directory, and Service-now.com. Strong information technology professional with a Assoc. of Science focused in Biology/Biological Sciences, General from Sinclair Community College. 

Taplio

Emily M.'s Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Emily M.'s Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Emily M.'s Linkedin Analytics