Experience

Holy Savior Hospice

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Chaplain

  • Apr 2023 - Present

  Assesses the spiritual status of patients and families/caregivers related to the patient's terminal illness and environment. Communicates these findings to the RN Case Manager and interdisciplinary group. Provides direct spiritual care for all faiths/non-faiths to patients and families/caregivers in a holistic manner as requested. Maintains regular communication with the Program Director to review clients and help with managing spiritual care needs. This may include unusual or potentially problematic client issues. Initiates communication with hospice staff members and other facilities as needed to coordinate optimal care and use of resources for patient/family members Monitors and maintains documentation of clinical records to ensure compliance with regulatory standards of timeliness, accuracy and completeness via electronic record so that problems, actions, and goals are accurately and clearly stated and changes are reflected as they occur. Show less



MCO (MyComplianceOffice)

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Representative/Transition Specialist

  • Nov 2022 - Feb 2023

  Responsible for identifying, troubleshooting, and resolving issues through Jira Management systems by tracking, organizing, prioritizing bugs while adding new features, improvements, and documenting tasks. Responsible for all project management tasks involved with migrating clients by coordinating several migration batches concurrently, regularly meeting with clients during each transition phase, assisting clients with validation of migrated data between both platforms and identifying and escalating issues as they arise. Each migrated client should emerge from the transition process very satisfied with like for like MCO functionality operating efficiently and fully trained in how to effectively administer the MCO platform going forward. Show less



First Command Financial Services, Inc.

• United States
• Financial Services
• 700 & Above Employee

• Support Center Analyst

  • Aug 2022 - Oct 2022

  The Support Center provides the 1st level Customer Service support to internal corporate users by gathering information regarding the end users request/issues by troubleshooting, diagnosing, resolving, or escalating as needed through diagnostic and case management tracking tools like NaviPlan, Active Directory, Phoenix, NetX360, while connecting remotely through LogMeIn rescue and documenting information through the ACE ticketing system. The Support Center provides the 1st level Customer Service support to internal corporate users by gathering information regarding the end users request/issues by troubleshooting, diagnosing, resolving, or escalating as needed through diagnostic and case management tracking tools like NaviPlan, Active Directory, Phoenix, NetX360, while connecting remotely through LogMeIn rescue and documenting information through the ACE ticketing system.



CyberlinkASP

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Specialist I

  • Mar 2022 - Jun 2022

  Identify, troubleshoot, and resolve customer’s software or hardware issues via incoming calls, emails, and Helpdesk tickets through Zendesk. Diagnose and resolve PC hardware incidents with Remote Desktop and Screen Sharing software. Assist users with the activation, deactivation and duplication of user accounts and password resets through Active Directory. Provide server application, desktop virtualization and networking through Citrix Cloud software. Take ownership of all Level 1 related issues by carrying out problem analysis and diagnostics to implement a prompt resolution to the customer related incident. Escalate incidents to Level 2 and Level 3 Support Technicians accurately, while providing detailed information on the incident in the Help Desk Ticket Management System. Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner. Show less



Ridgeback Solutions Group

• Irving, Texas, United States

• Technical Support Analyst / Data Integrity Analyst

  • Jul 2021 - Jan 2022

  Create IT support Ticket Supports: Service Now, ITIL, Locus View, Laserfiche, Microsoft Word, and Excel to create documents, graphics, reports, spreadsheets, and/or PowerPoint presentations. Assists with requests to ensure issues are identified, tracked, reported, and resolved in a timely manner. Organize and develop new query templates and reports to be used by Data Integrity Specialists. Use statistical methods to collect and analyze data needed for decision making. Provides training support for Data Integrity Specialists. Identify and recommend innovative strategies to streamline business processes. Proactively investigates data accuracy trends. Recommends alternate data sources to improve business metrics and to improve the customer experience. Work with other departments including management to create a prioritized list of needs for each business unit. Show less



Cognizant

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Process Engineer

  • Jul 2016 - May 2020

  Provides customer support for technical issues related to PC's, mainframe, networking, midrange, business applications, messaging, and security in a fast paced corporate environment. Logging Tier 2 Incidents using Service Now ticketing system as well as analyzing problems for escalation to appropriate support teams as necessary. Supports Linux-RPOS (Fuel), Microsoft Dynamics Ax, QSR/RPOS (Quick Service Restaurant/Retail POS) concepts at Department of Defense (Army and Air Force Exchange. Provides customer support for technical issues related to PC's, mainframe, networking, midrange, business applications, messaging, and security in a fast paced corporate environment. Logging Tier 2 Incidents using Service Now ticketing system as well as analyzing problems for escalation to appropriate support teams as necessary. Supports Linux-RPOS (Fuel), Microsoft Dynamics Ax, QSR/RPOS (Quick Service Restaurant/Retail POS) concepts at Department of Defense (Army and Air Force Exchange.



Federal Reserve Bank of Dallas

• United States
• Banking
• 700 & Above Employee

• Service Desk Analyst

  • Feb 2015 - Jul 2016

  Inbound customer calls/emails for service requests and incidents. Conducted escalation conference calls with all parties involved to resolve the crisis. Inbound customer calls/emails for service requests and incidents. Conducted escalation conference calls with all parties involved to resolve the crisis.