Help Desk Resume Help Desk - Hire IT People

SUMMARY:

Proactive, Performance - driven, Customer Support Professional with 11 years progressive expertise in technical support and problem-solving for transactional customer service operations. Keen understanding of business priorities, genuine team player committed to supporting operations and delivering on projects flawlessly while contributing to revenue-producing activities.
Cross-functional communicator easily interfaces with high-profile staff, vendors, and clients. Versatile, innovative, and loyal professional able to see the “big picture” while staying on top of the details. Recognized for consistent success in developing and implementing processes and procedures to streamline operations, increase revenues, and enhance profit performance.

AREAS OF EXPERTISE:

Customer ServiceHelp Desk Support
EDI Analyst
Defusing irate customers
Training Documentation
SOP Documentation
Website content
Windows OS Support
Desktop Troubleshooting
Remote Desktop Support
Service Sales Professional

PROFESSIONAL EXPERIENCE:

Help Desk

Confidential

Responsibilities:

Supported users in a high-volume help desk environment. Provided support for healthcare electronic data interchange (EDI) transactions and web portal issues for various healthcare entities including: hospitals, physician practices, medical billing companies, clearinghouses, insurance companies, software vendors, and other types of trading partners.
Resolved issues and assisted users with EDI transactions relating to analysis, trading partner requirements, enrollment, payments, and clearinghouse activities. Areas of troubleshooting expertise included: Windows compatibility issues, resolution of application and desktop services compatibility issues, migration issue resolution, analysis of ANSI X12 formats of 4010A1/5010A1, raw data files EDI transactions including 270/271, 276/277, 278, 835, and 837. Supported EDI transactions through B2B, FTP, and Web connections.
Exceeded internal metrics and SLAs for: Productivity (110%), Quality (105% to plan), and Average Hold Time (5 seconds, 120% to plan), Average Speed of Answer (4 seconds, 200% to Plan)
Increased Help Desk team’s productivity using the following techniques:
Via the completion of special projects focused on the reduction of repetitious keystrokes, improving deficiencies found by the QA team, and other activities
Trusted as a subject matter expert by Directors, Management, and front line supervisors on: training materials, web security, trading partner interactions, documentation practices, internal and external customer ticket escalation procedures, and troubleshooting best practices
Supported users through the company’s main email point of contact
Trained and transitioned new agents into EDI production support

Confidential

Co-Founder and Managing Member

Responsibilities:

Provided commercial and residential desktop support for hardware, application, peripheral devices, and network
Designed and developed company website
Created and managed Standard Operating Procedures (SOPs) for the company
This was a multiple step methodology including identification, research, analysis, technical writing, and implementation of new SOPs
Engaged in Sales and Marketing; including door to door, phone, web, and advertising materials
Executed revenue generating activities: generated sales leads, customer needs analysis, created pricing estimates, executed on purchased technical services, completed financial transactions, and delivered on quality follow-ups
Computer Hardware: desktops, laptops, printers, other peripherals, and other proprietary hardware
Telephone POTS Support: phone number porting, trouble ticket escalation, and line integrity testing/troubleshooting
Networks: LAN, WAN, broadband, hard wired and wireless network (WLAN) setup & support, other network devices including routers, modems, and wireless repeaters
Software: Windows applications, internet browsers, email clients, and other proprietary applications

TECHNICAL SKILLS:

Windows OS 95, 98, ME, NT, 2000, XP, Vista, and 7
Active Directory
Learning SQL
Microsoft Office Suite (Learning Microsoft Project)
Various Web browsing clients, FTP clients, E-mail clients, CRM systems and BMC Remedy

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