Aleem Jenkins
El Paso,TX
Summary
Customer-focused Technical Support professional with 4+ years of experience troubleshooting hardware, software, and application issues in fast-paced support environments. Strong background in Service Desk operations, Epic/MyChart workflows, Windows environments, and ticketing systems. Known for resolving complex issues, supporting escalations, and delivering high-quality customer experiences in healthcare and enterprise IT settings.
Overview
16
16
years of professional experience
Work History
Support Specialist
Itm Marketing
El Paso, TX
05.2026 - Current
- Streamlined support ticket management system, resulting in improved response times.
- Developed comprehensive troubleshooting documentation to ensure team accessibility.
- Analyzed customer feedback trends, contributing to actionable service enhancements.
- Implemented performance-based process improvements, enhancing overall operational effectiveness.
- Maintained thorough records of support interactions for future analysis and insights.
- Resolved customer complaints efficiently, fostering trust and improving satisfaction.
Patient Support Specialist
Volt Workforce Solutions
03.2024 - 03.2026
- Customized and optimized Epic MyChart workflows to enhance patient access and experience.
- Supported multiple Epic portals while ensuring adherence to patient privacy policies.
- Assessed user needs, monitored system data, and executed updates to boost performance.
- Planned, validated, and implemented information systems to support clinical operations.
- Customize and optimize MyChart workflows to enhance the overall patient experience, including features such as secure messaging, appointment scheduling, and prescription renewals
- Familiarity with legal requirements and operational policies related to patient and family privacy
Customer Success Associate
Senture
01.2024 - 11.2024
- Managed a high-volume customer support queue across chat, email, phone, and SMS, providing timely and personalized assistance to guests and hosts.
- Resolved booking issues, cancellations, adjustments, and account concerns while ensuring accuracy and adherence to company policies and procedures.
- Handled conflict resolution and dispute mediation between guests and hosts by listening to concerns, identifying solutions, and working toward fair outcomes.
- Took end-to-end ownership of customer cases, following issues through resolution while keeping customers informed and maintaining a positive customer experience.
- Used AI-powered support tools, knowledge bases, and internal resources to research information and draft responses, while reviewing and editing communications for accuracy, clarity, and tone.
- Identified opportunities to exceed customer expectations by providing proactive support and personalized solutions that improved the overall customer experience.
- Maintained accurate and detailed case notes and customer records, documenting interactions, resolutions, and follow-up actions to support effective case management.
- Identified recurring customer issues, policy gaps, process inefficiencies, and product friction, escalating trends and feedback to Specialists and leadership for long-term resolution.
- Collaborated with cross-functional teams and leadership to escalate complex cases, communicate customer feedback, and improve support processes.
- Participated in Slack communications, training, and team initiatives, contributing to collaboration, knowledge sharing, and a positive workplace culture.
Technical Support Engineer
Lenovo
12.2022 - 03.2024
- Input critical triage decision making data into
- CRM and Knowledge base IT platforms for resolution
- tracking triage and escalation routing when necessary
- Assist root cause of failures within the application hardware cloud architecture and/or customer
- Escalation and tracking resolution activity when engaging L3 SW/HW development teams
- Provided assistance with Microsoft Teams application
- Troubleshooting call quality issues and messaging issues within the application
- Assist with installation and uninstalling software
- Handling support escalations tickets in a timely manner
- Using Servicenow application to setup and manage and automate IT structures
Help Desk Support Engineer
HCL America
06.2021 - 12.2022
- Input critical triage decision making data into
- CRM and Knowledge base IT platforms for resolution
- tracking triage and escalation routing when necessary
- Assist root cause of failures within the application hardware cloud architecture and/or customer
- Supported ~500 users in a 24/7 environment.
- Resolved issues with Office 365, VPN, mobile devices, printers, and network connectivity.
- Administered Active Directory (account creation, password resets, OU changes).
- Performed root cause analysis to reduce repeat incidents.
Customer Service Representative
State of Maryland Unemployment
01.2021 - 06.2021
- Interviewed applicants and explained scope of different available benefits
- Wrote job orders from employers to record accurate description of required job duties working hours
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
- Sorted out jobs relevant to interests of candidates to forward information to candidates
- Supported government contracts for clients via phone and email
- Interviewed applicants and determined eligibility for benefits.
- Maintained accurate records and ensured compliance with procedures.
Customer Success Specialist
Covance
08.2019 - 01.2021
- Delivered exceptional customer service by assisting customers with questions, concerns, product or service information, account inquiries, and general support while maintaining a professional and welcoming experience.
- Served as a primary point of contact for customers across phone, email, chat, and/or in-person interactions, responding promptly and professionally to a wide range of requests.
- Identified customer needs through active listening and effective questioning, providing accurate solutions and personalized assistance based on individual circumstances.
- Resolved customer complaints, service issues, billing questions, order concerns, and account-related problems while demonstrating patience, empathy, and sound judgment.
- De-escalated challenging customer interactions by remaining calm, acknowledging concerns, explaining available solutions, and working toward mutually satisfactory resolutions.
- Maintained a strong understanding of company policies, procedures, products, and services to provide customers with accurate and consistent information.
- Processed customer transactions, orders, returns, exchanges, account updates, payments, and other service requests accurately while protecting confidential customer information.
- Documented customer interactions, concerns, resolutions, and follow-up requirements in customer relationship management (CRM) systems and other internal platforms.
- Followed up with customers when necessary to ensure issues were fully resolved and expectations were met, helping strengthen customer satisfaction and loyalty.
- Collaborated with sales, operations, technical support, billing, and management teams to research complex issues and provide timely solutions.
- Recognized opportunities to improve the customer experience and communicated recurring customer concerns and feedback to leadership and appropriate internal departments.
- Assisted customers in navigating company websites, applications, self-service tools, and digital platforms, helping them resolve issues and complete transactions independently.
- Consistently maintained a positive and professional attitude in a fast-paced environment while effectively managing multiple customers, priorities, and competing deadlines.
- Met or exceeded established customer service performance standards, including response time, quality, productivity, customer satisfaction, and resolution metrics.
- Built positive customer relationships by demonstrating reliability, professionalism, empathy, and a genuine commitment to meeting customer needs.
- Adhered to company policies, privacy requirements, security procedures, and quality standards while handling sensitive customer and account information.
- Contributed to a positive team environment by supporting coworkers, sharing product and process knowledge, and assisting with training or onboarding when needed.
- Demonstrated strong attention to detail when entering customer information, processing requests, documenting cases, and completing administrative responsibilities.
- Used critical thinking and problem-solving skills to investigate issues, identify root causes, and determine appropriate next steps while minimizing unnecessary escalations.
- Helped create a seamless end-to-end customer experience by ensuring customers received clear communication, timely assistance, and appropriate follow-through throughout each interaction.
Healthcare Customer Service Representative
Ambetter Health
10.2018 - 08.2019
- Analyzed and addressed complex customer complaints efficiently.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns using servicenow application
- Answered customer telephone calls promptly to avoid on-hold wait times
- Working with claims (QNXT) for prescription drug with insurance
- Responded to customer requests for products services and company information
- Fielded customer questions regarding available merchandise, issuing submission of service contracts
- for products within the organization; sales current prices and upcoming company changes
- Investigated and resolved customer inquiries and complaints quickly using servicenow application
Customer Service Specialist
CRG
09.2016 - 10.2018
- Managed confidential healthcare information in compliance with regulations.
- Supported member accounts and trained new hires.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations
- Delivered prompt service to prioritize customer needs
- Responded to customer requests offering excellent support and tailored recommendations to address
- Trained new personnel regarding company operations policies and services
- Working with claims (QNXT) for prescription drug with insurance
Problem Resolution Tech
Convergys
11.2010 - 01.2014
- Analyzed and addressed complex customer complaints efficiently.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns using servicenow application
- Answered customer telephone calls promptly to avoid on-hold wait times
- Working with claims (QNXT) for prescription drug with insurance
- Responded to customer requests for products services and company information
- Fielded customer questions regarding available merchandise, issuing submission of service contracts
- for products within the organization; sales current prices and upcoming company changes
- Investigated and resolved customer inquiries and complaints quickly using servicenow application
Education
High School Diploma -
South Central High School
Winterville, NC06-2008
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Technical support
Timeline
Support Specialist
Itm Marketing
05.2026 - Current
Patient Support Specialist
Volt Workforce Solutions
03.2024 - 03.2026
Customer Success Associate
Senture
01.2024 - 11.2024
Technical Support Engineer
Lenovo
12.2022 - 03.2024
Help Desk Support Engineer
HCL America
06.2021 - 12.2022
Customer Service Representative
State of Maryland Unemployment
01.2021 - 06.2021
Customer Success Specialist
Covance
08.2019 - 01.2021
Healthcare Customer Service Representative
Ambetter Health
10.2018 - 08.2019
Customer Service Specialist
CRG
09.2016 - 10.2018
Problem Resolution Tech
Convergys
11.2010 - 01.2014
High School Diploma -
South Central High School