Help Desk Analyst Resume Woodlawn, MD - Hire IT People

TECHNICAL SKILLS

Microsoft office Customer Service, Data Analysis Excel, Sharepoint, Word ), Remedy
Remedy, PEGA workflow, entry tracking systems.
98/2K/XP and Microsoft Office Suite including Word, Excel, PowerPoint, Access, Publisher, NetMeeting, Outlook, Internet Explorer, Visio, Project, Windows 9/10
Microsoft System Software Word, Excel, WordPerfect, Power Point, etc

PROFESSIONAL EXPERIENCE

Help Desk Analyst

Confidential - Woodlawn, MD

Responsibilities:

Analyst for 2 major CMS projects. Assisting clients wif simple and complex trouble shooting issues.
Effectively resolving and triaging work tickets.
Manage workload to ensure that each interaction is resolved in a timely manner according to SLA's implemented by CMS.
Extensive working noledge of Remedy software.
Attending weekly meetings, taking preparing meeting notes

Help Desk Rep

Confidential - Atlanta, GA

Responsibilities:

Help desk analyst assising business customers wif various aspects of operating and maintaing VOIP telephone services.
Completed password resets, system updates as well as extensive troubleshooting for system issues.

Help Desk Support/ CSR

Confidential, Baltimore, MD

Responsibilities:

Respond to all initial ACD calls (interactions) received from Plan Sponsors, as well as questions/problems (interactions) submitted electronically.
Validate all callers in compliance wif HIPAA guidelines and practices.
Ensure that each interaction is immediately logged into the PEGA Workflow Manager Interaction tracking system
Provide resolution and a response to the customer, wifin the specified service level timeframe, to communicate the status of the problem and the actions being taken, or escalate to the proper department
Conform to policies and procedures established by the Department of Health and Human Services (HHS) as they are made available
Manage workload to ensure that each interaction is resolved in a timely manner and that the highest priority calls are promptly attended to Utilize Microsoft desktop products such as Outlook, Access,
Word and Excel to perform research, documentation and resolution, in addition to the Entry Ticketing System (ETS). .Trouble shooting and solving issues wif entry access for government clients
.Provided phone support for computer hardware

CSR/ Quality Assurance Analyst

Confidential - Columbia, MD

Responsibilities:

Customer Service Representative, Project

Confidential - Atlanta, GA

Responsibilities:

Assisted customers wif enrolling into Medicaid health care plans
Taking inbound as well as making outbound calls to ensure customers were noledgeable in regards to their choices in health plans and services
Completed educational follow- up phone calls informed customers of proper health habits
Answered escalated and overflow calls from the Georgia Medicaid program