Experience

MRO

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Help Desk Specialist

  • Nov 2020 - Present

  Norristown, Pennsylvania, United States



Trinity Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Help Desk Specialist

  • Aug 2019 - Present

  Newtown Square, Pennsylvania, United States Provide first level technical support to end users on issues involving Microsoft's core business applications, workstations, printers, networks, telephones, mobile devices and vendor specific hardware and software. Provides excellent customer service by being attentive, respectful and professional at all times; insures understanding of customer request and follows-through as promised; acts proactively in identifying and addressing customer concerns, or problems. Participates in training end… Show more Provide first level technical support to end users on issues involving Microsoft's core business applications, workstations, printers, networks, telephones, mobile devices and vendor specific hardware and software. Provides excellent customer service by being attentive, respectful and professional at all times; insures understanding of customer request and follows-through as promised; acts proactively in identifying and addressing customer concerns, or problems. Participates in training end users on matters relating to the company via scheduled or on-the-fly mini-sessions. May participate in formal sessions such as scheduled classroom or web-ex training. Suggests new training content or classes based on call volume and personal experience with the top or recurring issues. Show less



Hologic, Inc.

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Manufacturing Technician

  • Dec 2018 - May 2019

  United States Maintain, test, calibrate and repair production and prototype equipment, product and related subassemblies per specifications and document results with operations and engineering with limited supervision of a Senior Technician or Engineer. Provide emergency/unscheduled repair of production equipment and/or perform schedule maintenance repair of production equipment. Comply with 6S Fabricating cables, PCBA, and fixtures to support manufacturing and equipment Report failures via NCR… Show more Maintain, test, calibrate and repair production and prototype equipment, product and related subassemblies per specifications and document results with operations and engineering with limited supervision of a Senior Technician or Engineer. Provide emergency/unscheduled repair of production equipment and/or perform schedule maintenance repair of production equipment. Comply with 6S Fabricating cables, PCBA, and fixtures to support manufacturing and equipment Report failures via NCR process if applicable Assisting with execution of verification protocols and editing procedures as directed. Aid manufacturing engineering in failure analysis investigations and report findings via NCR process. Assist with implementation of process improvements. Ability to cooperate with others in a team effort in order achieve quality, safety and productivity goals. Ability to work overtime to meet production schedule as needed. Show less



Project HOME

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• Receptionist

  • Jun 2018 - Nov 2018

  Greater Philadelphia Area Manage front desk visitors. Manage all incoming/outgoing mail and courier deliveries. Answer multi-line phone system. Support accounting team with recording all incoming checks. Manage office and kitchen supply inventory and budget. Support Communications/Marketing leaders with internal/external communication projects and tasks. Document management (paper and electronic filing, scanning, database management). Schedule and confirm appointments for internal/external contacts. Act as team member… Show more Manage front desk visitors. Manage all incoming/outgoing mail and courier deliveries. Answer multi-line phone system. Support accounting team with recording all incoming checks. Manage office and kitchen supply inventory and budget. Support Communications/Marketing leaders with internal/external communication projects and tasks. Document management (paper and electronic filing, scanning, database management). Schedule and confirm appointments for internal/external contacts. Act as team member with executive support staff for special projects, vacation coverage, etc Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Fraud Analyst II

  • Dec 2016 - Jul 2017

  Newark, DE Monitor emerging trends and capabilities. Leveraging data analysis, create and ready for implementation strategies targeting fraud and risk at time of acquisition. Present strategies and enhancements to leadership for approval Ensure compliance with existing control structure while driving future enhancements to our control structure Partner closely with Operations, IT, marketing, finance, risk strategy owners, Retail bank leadership and Card leadership to ensure that all priorities are… Show more Monitor emerging trends and capabilities. Leveraging data analysis, create and ready for implementation strategies targeting fraud and risk at time of acquisition. Present strategies and enhancements to leadership for approval Ensure compliance with existing control structure while driving future enhancements to our control structure Partner closely with Operations, IT, marketing, finance, risk strategy owners, Retail bank leadership and Card leadership to ensure that all priorities are aligned. Communicate across lines of business and all key stakeholder groups. Ensure robust business controls exist and are executed against on a consistent basis Show less



Cigna

• Customer Support Specialist

  • Sep 2016 - May 2017

  Philadelphia, PA Provide first line response for users requiring assistance with information technology issues and problems. Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system. Troubleshoot and solve PC issues remotely as well as desk side. Track issues to resolution and update the internal knowledge base. Escalate more involved problems to the appropriate Network and Application Support Teams. Act as a liaison between customers and technical… Show more Provide first line response for users requiring assistance with information technology issues and problems. Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system. Troubleshoot and solve PC issues remotely as well as desk side. Track issues to resolution and update the internal knowledge base. Escalate more involved problems to the appropriate Network and Application Support Teams. Act as a liaison between customers and technical escalation teams. Configure, PCs and Laptops for deployment to users at Headquarters as well as satellite locations. MS Exchange administration (setup, terms, troubleshooting). Setup and Troubleshoot network and mobile devices. Train end-users how to resolve simple issues on their own Show less



Hotwire Communications Ltd

• United States
• Telecommunications
• 700 & Above Employee

• Supervisor

  • Jan 2015 - Nov 2016

  United States Oversees and directs the day to day activities of Customer Service team in a 24/7/365 contact center environment. Development of Customer Service team to respond to member inquiries Ensuring the Customer Service team understand all individual and department key performance metrics, standards, and policies Monitoring and evaluating Customer Service team’s performance, providing coaching, and taking corrective action, if necessary. Answering questions from the Customer Service team… Show more Oversees and directs the day to day activities of Customer Service team in a 24/7/365 contact center environment. Development of Customer Service team to respond to member inquiries Ensuring the Customer Service team understand all individual and department key performance metrics, standards, and policies Monitoring and evaluating Customer Service team’s performance, providing coaching, and taking corrective action, if necessary. Answering questions from the Customer Service team and assisting with escalated/complex inquiries. Monitor and maintain key performance metrics and collaborate on planning and execution of remedial plans to close any performance gaps Monitor inquiry trends based on calls, escalated issues and inquiries. Make recommendations on how to improve the quality of service, as well as reduce repeat contacts and improve first contact resolution Direct the workflow assignments to appropriate team members. Ensure required deadlines/commitments are met. Develop and maintain a collaborative partnership with our internal and external business partners Provide recommendations and assist in the implementation of procedural and systems changes to ensure delivery of high quality service and experience to external clients/internal business partners Participate in the development and deployment of operations projects and initiatives Create/Analyze reports at the individual, team, and department level Show less