Summary

Passion and aptitude for working with computers. Skilled in troubleshooting and identifying procedures needed to maintain a reliable, efficient network to keep the organization running smoothly and profitably.

·               Creative problem solver with proven ability to match people to jobs utilizing active listening and convincing presentation skills.

·               Track record of leadership and achievement in service partner-focused environments.

·               Positive attitude and strong work ethic; continued commitment to personal development.

PROFESSIONAL EXPERIENCE

CompuCom Systems Inc., Dallas, TX (contractor Insight Global)April 2016 – July 2016

     IT Help Desk Support Technician – Option Care Team

 

·               Provides first level technical support via phone and email. Elevates complex and/or high priority problems to the appropriate support groups for resolution.

·               Experienced with Service Now to manage and track incidents.

·               Diagnoses and troubleshoots end user desktop, laptop, iPhone and iPad application issues and provides appropriate solutions.

·               Performs account management and maintenance for various applications and systems (e.g., creates/modifies user accounts and permissions, and performs password resets).

·               Support end users in their use of applications such as the Microsoft Office 365 application suite focusing on MS Outlook, Word and Excel.

·               Working knowledge of Windows operating systems, networks, databases and network security concepts and tools. Active Directory, and Exchange.

·               Installs, modifies, and repairs computer software.

·               Solid analytical/cognitive skills to troubleshoot complex and technical problems.

·               Sound understanding of customer support, operations, and processes. Basic knowledge of ITIL.

·               Basic understanding of Service Desk metrics/SLA’s.

·               Works collaboratively with people across the organization.

 

Optum Services Inc., Irving, TXSeptember 2015 – February 2016

     Customer Service Agent

 

·               Respond to and resolve on the first call, customer service inquires and issues.

·               Research complex issues across multiple databases and work with support resources to resolve customer issues.

·               Intervene with care providers (doctors’ offices) on behalf of the customer to assist with appointment scheduling.

·               Assist customers in navigating myuhc.com and other UnitedHealth Group websites.

·               Provide education and status on previously submitted claims and pre-authorizations or pre-determination requests.

·               Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.

 

American Red Cross, Dallas, TXAugust 2013 – February 2015

     Volunteer (Full-Time)

 

·               Intake/Placement of Red Cross Volunteers using Volunteer Connection computer system.

·               Supported Microsoft Office 2013 office suite for Volunteer Services group personnel.

·               Successfully completed Volunteer Connection computer system training.

·               Successfully completed Disaster Services Technology computer classes for deployment as computer technologist on disasters.

 

AARP Foundation, Dallas, TX        February 2012 – February 2013

     Systems Administrator/Job Developer

 

·               Systems Administrator for Windows XP Network – 12 hosts.

·               Interviewed service partners to determine program eligibility.  Analyzed work history, experience, and skills to evaluate training needs and coordinate training assignments.

·               Created Individual Employment Plan (IEP) for service partners, and provide coaching and mentoring toward accomplishment of IEP goals.

·               Explained/reviewed program requirements with service partners and processed enrollment paperwork.

·               Maintained and update service partner’s job development plans.

·               Identified business partners to provide training assignments; coordinate interviews between applicants and business partner managers.

·               Recruited business partners to hire applicants upon completion of training.

 

Specialized Recruiting Inc., Dallas, TX  January 1995 – June 2011

     Senior IT Recruiter/Systems Administrator/Co-Owner

 

·               Day-to-day support for external business partners, responsible for the client experience, resolve service issues, acts as client advocate.

·               Point-of-contact for business partners ensuring all issues are addressed accurately and in a timely manner. Communication was via telephone and email.

·               Responsible for receiving and tracking all client requests.  Update account documentation in a timely fashion.

·               Manage all client requests - staffing issues, payment issues, and negotiation issues.

·               Responsible for notifying clients of any escalating issues affecting the candidates or service agreements.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Certificate of Completion, My Computer Career, Irving, Texas.

Completed classes in pursuit of Microsoft and CompTIA Certifications.

 

B.S. Degree, Business Administration & Statistics, Louisiana Tech University, Ruston, Louisiana.

Major: Business Administration & Statistics.

Associations

Independent Recruiters Group (IRG)

ACHIEVEMENTS

Independent Recruiters Group Membership Chairman for 7 years, IRG Hall of Fame,

IRG Appreciation of Service Award

CERTIFICATIONS

CompTIA Network+ - 7/2013

CompTIA A+ - 6/2013

Microsoft Technology Associate (MTA) - Windows 7 Operating System Fundamentals – 3/2013

Microsoft Technology Associate (MTA) - Windows Server Administration Fundamentals – 3/2013

Microsoft Technology Associate (MTA) - Windows Security Fundamentals – 4/2013

Microsoft Technology Associate (MTA) - Networking Fundamentals – 4/2013

Microsoft Certified Technology Specialist (MCTS) - Windows 7 Configuration - Pending

Microsoft Certified Technology Specialist (MCTS) – Windows Server 2008 Network Infrastructure Configuration - Pending

TECHNICAL SKILLS, Software and Languages

pc:  Windows 7, Windows 10 (and earlier versions) , Microsoft Office 365, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook, Service-Now, 123Rescue.com, Paradox, ACT, GoldMine, PC Focus, Constant Contact, Salesforce, Big Biller, Internet Searching Techniques, and Social Media

Mainframe:  COBOL II, PL1, Assembly, CICS, DL/1 & IMS DBMS, IDS (HIS-DBMS), DOS/JCL, MVS/JCL