Adria Rice
Rancho Cordova
Summary
Dynamic IT professional with extensive experience at Sutter Health, excelling in technical support and end-user training. Recognized for enhancing service delivery and user satisfaction through effective problem-solving and collaboration. Proficient in ticketing systems and remote support, consistently delivering exceptional customer service while mentoring junior staff.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Enterprise Service Desk Technician
Sutter Health
05.2018 - 09.2025
- Provided technical support for hardware and software issues across multiple departments.
- Diagnosed and resolved end-user IT problems efficiently using ticketing systems.
- Collaborated with cross-functional teams to enhance service delivery and user satisfaction.
- Mentored junior technicians, sharing knowledge on troubleshooting methodologies and best practices.
- Expertly support and troubleshoot 400+ enterprise applications
- Regularly recognized by customers for excellent service
- Managed shift support and turnover, tracking issues, staffing and scheduling
- Provide onboarding support and training to end-users and new team members
- Led delegation and planning of company-wide annual events
Phone Banker
First Technology Federal Credit Union
01.2018 - 05.2018
- Managed customer inquiries and resolved issues efficiently through active listening and problem-solving skills.
- Provided information on account services, enhancing member understanding and engagement with financial products.
- Processed transactions accurately, ensuring compliance with internal policies and regulatory requirements.
- Collaborated with team members to streamline workflows, improving overall service delivery times.
- Led informal training for colleagues on customer interaction best practices.
Resolution Specialist
Health Net
11.2009 - 04.2017
- Resolved complex member inquiries, enhancing overall satisfaction and maintaining compliance with health regulations.
- Analyzed claims data to identify patterns, streamlining dispute resolution processes for improved efficiency.
- Coordinated cross-functional teams to address escalated issues, fostering collaboration and timely resolutions.
- Developed training materials for new hires, promoting knowledge transfer and consistent service delivery standards.
- Frequently praised for professionalism, empathy, and problem-solving ability under pressure.
- Resolved 15 complex cases monthly.
Education
High School Diploma -
Cordova High School
Rancho Cordova, CAMassage Therapist Certificate -
North Western
Sacramento, CANo Degree -
Folsom Lake College
Folsom, CASkills
- Technical support expertise
- Ticketing system proficiency
- Remote desktop support
- Software installation
- Security protocols
- Service desk operations
- End-user training
- Remote support
- Customer service
Timeline
Enterprise Service Desk Technician
Sutter Health
05.2018 - 09.2025
Phone Banker
First Technology Federal Credit Union
01.2018 - 05.2018
Resolution Specialist
Health Net
11.2009 - 04.2017
High School Diploma -
Cordova High School
Massage Therapist Certificate -
North Western
No Degree -
Folsom Lake College