TECHNICAL SKILLS:

Microsoft Office (Excel, Access, PowerPoint, Outlook Express), Office XP Professional OS, Outlook 2007, IE 2007, SIR, Document Direct, EiStream medical insurance programs, DoD Systems: Siebel, Electronic Transition Acquisitions programs: GFM, IBSS roles, OTO, ICSS, DPS, SPOT, Lotus Notes 8, Vista Operating Systems, Networking protocol

PROFESSIONAL EXPERIENCE:

Help Desk Support

Confidential, Hyattsville, MD

• Serve as procedural authority in the review of records & documents regarding sensitive, complex cases which involve allegations of inequitable, prejudiced, or similar treatment
• Perform complete review of records & other case documentation to ensure that they are procedurally correct, complete, & adhere to policy & regulation
• Ensure that all levels of legal, medical, & administrative review have been completed, summarize salient facts & issues, analyze case information, outlines options, & recommend appropriate action
• Serve as final reviewer prior to review & action by an associate
• Manage all customer account files in MS Office, Excel bookkeeping, Excel spreadsheets
• Responsible for website designs, newsletters, menus and advertisements
• Responsible for handling sales promotions and marketing strategies
• Create innovative incentive programs to motivate staff and improve customer service
• Active professional wedding vendor at bridal showcases
• Baker, cake decorator and caterer for social events and gatherings

Call Center Help Desk Consultant |

Confidential

• Communicated with veterans by telephone to obtain critical information to process

claims for benefits.

• Supplied thorough customer service, maintain positive veteran relations, and work

efficiently in the name of the veteran.

• Provided thorough, efficient, and accurate updates on computer files for each call made.
• Showed knowledge, understanding, and compliance with policies and procedures.
• Maintained knowledge of functional area and department policies and procedures.
• Upload additional documents to support submitted compensation claims.
• Added and removed children and spouses to veteran’s current compensation award.
• Submitted claims on behalf of disabled veterans for financial compensation.
• Educated veterans on benefit amounts, compensation appeals and

Help Desk Specialist II

Confidential, Rockville, MD

• Responded to approximately 30 trouble tickets per month
• Responsible for answering inbound calls to the Era Commons Help Desk line
• Received 80 - 100 emails daily; Primary contact for government and corporation associate concerns regarding research grants
• Utilize a variety of software packages in the performance of assigned duties to include, but not limited to: Word-processing, Database Management, Microsoft Outlook E-mail, MS Office
• Assisted Tier 1 helpdesk specialists across many platforms when necessary.
• Served as the Tier 2 Support for the NIH IT computer using community.
• Worked in a help desk call center environment creating, modify, update, route and/or resolve tickets in the Electronic Transition Acquisitions (ETA) system in order to respond to customers via phone and web support channels.
• Followed established procedures to process IT requests for services and troubleshot IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Providing desk-side and telephone IT support to users and acted independently to troubleshoot and resolve problems in NIH Remedy system and cases thoroughly and accurately in real time.

Help Desk Specialist II

Confidential

• Responsible for answering any calls coming to the System Response Center (SRC) helpdesk line
• Received 80-100 emails daily; Primary contact for military/associate troubles/ password requests
• Utilize a variety of software packages in the performance of assigned duties to include, but not limited to: Word-processing, Database Management, Microsoft Outlook E-mail, MS Office, Army Training Requirements and Resources System (ATRRS), Synchronized Predeployment & Operational Tracker (SPOT) Data Queries, automated forms packages, and Enlisted Distribution Assignment System(EDAS).
• Worked in a help desk call center environment creating, modify, update, route and/or resolve tickets in the Electronic Transition Acquisitions (ETA) system
• Collect problem, requestor, equipment information, initiate service requests for 3rd Tier internal support
• Troubleshoot and track status of problem resolution and follow up with staff members to ensure satisfactory outcome or assign the ticket to the appropriate department
• Answer and route calls that are beyond the scope of the Help Desk Specialist’s level of expertise and are quickly recognized and forwarded to Tier 3 for resolution or assistance
• Maintain a professional and courteous approach to customer service when interfacing with all levels of customers from support staff to government corporate officers
• Providing desk-side and telephone IT support to users and acted independently to troubleshoot and resolve problems in Siebel and ETA programs including GFM, IBSS, OTO, ICSS, DPS, Lotus Notes 8

Call Center CSR / Medical Help Desk Support

Confidential, Rockville, MD

• Worked in ACD-operated call center scheduling Radiology service appointments
• Handled inquiries on Mammograms, Dexa Bone Density scans, MRI, Sonograms and X-Rays
• Trained in medical terminology and HIPAA laws and regulations
• Utilized programs IE 2007, SIR, MS Office, Document Direct, EiStream, Vista
• Received 90-100 calls daily: Primary contact for members, providers and accredited facilities
• Assisted members and providers regarding medical coverage and procedures
• Handled all aspects of in-network, out-of-network claims and appeals
• Extensive training in medical services including Managed Care, Direct Bill, Claims Processing, Utilization Mgmt.
• Responsible for Help Desk troubleshooting and escalated calls, filing appeals, mailing Notice of Payments, Explanation of Benefits

Call Center /Help Desk Maintenance Administrator |

Confidential, Washington, DC

• Worked in ACD-operated call center performing diagnostic testing
• Handled customer service complaints and troubleshooting Help Desk phone wire concerns
• Dispatched work orders to technicians using IT SERVICE, Vista, NOTC, WBATA, Lotus Notes
• Received 80-100 calls daily; Primary contact for business customer troubles/ repair requests
• Communicated with dispatchers, network testing centers, external local exchange carriers
• Balanced multiple tasks while providing excellent and courteous customer service to clients

Call Center CSR/ Help Desk Specialist

Confidential, Greenbelt, MD

• Worked in ACD-operated call center troubleshooting clients’ equipment
• Handled customer service complaints and troubleshooting Help Desk equipment issues
• Sold wireless service packages and cellular phone equipment
• Received payments, processed credit cards and checks in MS Office and Lotus Notes email
• Received calls daily processing account changes, updates, recorded bill payments
• Accurately processed new account activation’s for subscribers

Numismatists Call Center CSR / Help Desk Support

Confidential, Lanham, MD

• Public Trust Obtained
• Worked in ACD-operated call center assisting numismatists with minted coin purchases
• Sold mint coin sets, medals and coins supported by MS Office, MS Outlook and Lotus Notes
• Received payments, processed credit cards and checks
• Responsible for troubleshooting for Help Desk, balanced ledger books and client file records
• Received 50-100 calls daily