~ Customer Service & Support Professional eager to contribute extensive administrative talents and technical acumen toward supporting a dynamic employer in optimizing bottom-line performance. ~

 

 

         Versatile and enthusiastic; quickly adapt to new roles, responsibilities, tasks, technologies/software and environments.

         Over a decade of customer service and support experience complimented by exemplary organizational, interpersonal, analytical and communication skills.

         Superior multi-tasking capabilities; gracefully balance competing demands and priorities.

         Critically analyze, devise, and execute administrative, technical, and operational procedures to eliminate redundancy, streamline procedures, minimize costs, and elevate customer satisfaction.

         Leverage abilities in problem solving and conflict resolution to achieve win-win outcomes.

 

 

Blue Cross Blue Shield of Florida (BCBCFL), Jacksonville, FL, 2000 to 2009

IT Tech Service Desk / Helpdesk Technician

         Provided efficient and effective technical support to callers via Microsoft Remote Access.

         Analyzed and swiftly resolved connectivity issues for providers submitting medical claims through BCBSFL EDI Gateway Portal to Medicare using a dial-up modem connection.

         Prepared and submitted diagnostic problem tickets to IT Network Infrastructure Group when needed.

         Meticulously verified Medicare transmissions via proprietary GAP software.

         Prepared and filed Electronic Trading Partner Agreements for companies to enroll employee group benefit applications online.

         Proactively supported Voice Services department by creating, modifying, and deleting voice mail accounts through Procomm and/or Adomo TUI system.

         Played an active role in migrating approximately 5,000 voicemail accounts from Procomm System to Adomo.

         Exhibited outstanding multi-tasking expertise in providing mainframe support, resetting extensive passwords, and authoring content for Information Technology ESCAPE Knowledge Base to aid peers in common problem resolution.

         Relied upon to train, mentor and coach new department employees.  

         Installed new software and upgraded existing applications on Windows desktops for internal users.

 

Prior background includes role as Customer Service/Corporate Helpdesk Representative for Convergys, Jacksonville, FL, 1998 to 2000 and Nursing Assistant from 1992 to 1997.

 

 

Network Technology C Advanced Career Training, Jacksonville, FL

Certified Nursing Assistant C Beachview Nursing Home, Keansburg, NJ

EKG Technician Certificate C Brookdale Community College, Lincroft, NJ