Service Desk Specialist
Goal-oriented Technical Support Specialist dedicated to high levels of customer satisfaction. Displays a strong work ethic in a fast-paced environment, while demonstrating excellent communication and time management skills.
Critical Thinking		Help Desk
Complex Problem Solving		Time Management
Configuration & Imaging
SCCM		PC & MS Office proficient
Service NOW (SNOW)
Migration Technician 	01/2020 to 04/2020
ATOS Orlando, FL (Contract Position)
Migrate Windows 7 desktops and laptops to Windows 10.
Install Driver updates, transfer data, install additional applications and external peripherals.
Configuring and troubleshooting different levels of Windows OS (Win 7 & Win 10).
Ensuring that all applications are compatible with the Windows 10 OS.
Install Technician 	07/2019 to 02/2020
Orlando Health Orlando, FL (Contract Position)
Activities of desktop computing management including software and hardware testing, installation, configuration, updates, upgrades and issuing customer quotes.
Implements desktop software standards and installs upgrades and service patches to ensure that the Orlando Health desktop computing environment is stable, dependable, secure and meets customers needs with-in Information Services guidelines.
Issue desktop hardware and software quotes that meet the customers needs and are compliant with department standards and policy.
Install, maintain, troubleshoot and repair desktop software to include operating systems, standard and non-standard applications and utilities.
Help Desk Technician 04/2019 to 05/2019
Cashmaster Orlando, FL (Contract Position)
Support the US Technical Team in providing Repair & Return and Box Swap services to end user customers.
Support the US Technical Team in providing site-based configuration updates and software services including the provision of software upgrades as well as manage and control the processing of programs.
Provide A US Customer Support Help Desk service involving telephone calls and e-mails from customers.
Ensure the functionality and correct configuration of all machines being shipped from Orlando.
Technical Support Specialist 	08/2018 to 02/2019
TravelClick Orlando, FL
Identify and communicate critical issues quickly and escalate to appropriate points of contact.
Research existing processes using knowledge base software and available job aids as well as working closely with team members and customers to ensure the highest levels of service.
Confer with users to analyze, configure, or troubleshoot applications for any and all software issues.
Ensure Quality processes and customer satisfaction on all customer interactions.
Work Content Specialist 	 01/2015 to 08/2018
Humana Tampa, FL
Providing timely support to internal customers with inquiries and issues regarding member claims.
Review new and existing claims to confirm coverage.
Review payment requests to determine if they are payable.
Issue claim payments on a timely basis.
Customer Care Specialist
Primarily responsible for taking inbound calls from Humana members.
Required to perform perfect service to 50 + members per day.
Use multiple computer applications and programs that are navigated
simultaneously to access member information.
Navigate procedural documents while engaging with the customers.
Resolve customers concern on the first interaction.
Customer Service Representative 	 02/2014 to 01/2015
Terminix Tampa, FL
Use computerized system for tracking, information gathering, and/or troubleshooting.
Acts as customer contact regarding pricing and scheduling.
Handled customer calls/correspondence for service, scheduling, and billing inquiries.
Communicates with branch personnel to resolve service and scheduling issues.
Computer Information Data Specialist Certificate: 	 December 2019
Valencia College - Orlando, FL
High School Diploma: 	 May 2003
Riverview High School - Riverview, FL
Available Upon Request.
I am looking for an employer that has steady work hours, full health, dental, and vision benefits, PTO, and 401k. I am also looking for a good work-life balance, available over time, and a salary of $45,000 and above per year and the option to work remotely from home.
Expected Base Salary
**,000 USD / year
Total Professional Experience
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