Alexis Catlett
Summary
Experienced professional with a strong background in Active Directory Management, PC Hardware and Software Configuration, reporting, training, and account management. Skilled in developing and executing administrative and clerical strategies to support departmental needs effectively. Well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in A+, Sec+, ITIL, XML Master Basic, Microsoft Server 2012, and CCIE. Possesses exceptional technical, interpersonal, and communication skills. Committed to fostering an environment that prioritizes continuous learning, excellence, and servant leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Administrator
PharmaCord
01.2023 - Current
- Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
- Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
- Reduced company downtime by proactively managing server backups and disaster recovery planning.
- Achieved faster network connectivity by installing high-performance routers, switches, and access points.
- Established strict access controls based on role-based policies, enhancing organizational compliance standards.
- Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
- Developed custom automation scripts for routine tasks to save time and reduce manual errors in daily operations.
- Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
- Reviewed deficiencies based on internal audits and suggested remedies.
- Monitored server performance using advanced diagnostic tools leading to proactive identification of potential bottlenecks before impacting operations negatively.
- Enabled remote work capabilities, setting up secure Virtual Private Network (VPN) access for all employees.
- Streamlined server administration tasks through automation using PowerShell scripts and other tools.
- Established clear communication channels with clients, ensuring timely updates on issue resolution progress.
- Created detailed reports analyzing helpdesk metrics, identifying trends in common issues and suggesting potential solutions for long-term improvement.
- Served as liaison between IT department and end-users, facilitating smooth escalation of complex issues when necessary.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
Help Desk Tier 1
Justice AV Solutions
05.2021 - 05.2022
- Provide technical assistance and resolution to Contractors and Courtroom associates via telephone
- Remoted into user's PCs to resolve issues (Outlook, VPN, Group Policy, Company programs, etc.)
- Submit help desk IT tickets in ticketing software such as Service Desk and Service Now
- Ensure tickets were completed or worked on within service level agreements
- Troubleshoot basic network issues over the phone
- Manipulate SQL databases
- Active Directory management
- Administer district computer network
- Plan and implement system backup and recovery.
Supervisor
Interapt at Humana
04.2020 - 10.2020
- Ensure that all CSAs (Customer Service Associates) arrive for work in a prompt and timely manner
- Ensure that all CSAs are available during their designated shifts
- Maintain an accurate record and documentation of CSA attendance, absences, and PTO
- Remain actively involved in day-to-day team activities
- Utilize Knowledge of Humana's systems and leverage available resources to answer and questions that may arise
- Serve as a subject matter expert on processes, protocols, and procedures
- Identify and assess the capabilities of a SCA
- Provide personalized and situational coaching for CSAs to support their professional development
- Perform detailed and thorough verification, monitoring, and auditing of CSA calls and Work Logs to ensure quality services are delivered to the client
- Identify project blockers/issues and work with Interapt leadership to develop, implement, and execute solutions in a timely manner
- Perform data collection and analysis to capture metrics and SPIs that correlate to quality deliver
- Created summarized reports and dashboards highlighting important trends and insights identified in data analysis
- Monitor call volume across queues and allocate resources to meet demands
- Assess call volume across queues and identify opportunities to train and coach CSAs
- Foster an environment founded upon learning, excellence, and servant leadership.
Help Desk Associate
Interapt at Humana
03.2020 - 04.2020
- Provide technical assistance and resolution to Humana associates via telephone
- Remoted into user's PCs to resolve issues (Outlook, VPN, Group Policy, Company programs, etc.)
- Submit help desk IT tickets in ticketing software such as Service Desk and Service Now
- Ensure tickets were completed or worked on within service level agreements
- Worked the unassigned ticket queue and routed tickets per IT department.
PC Technician
Robert Half at norton healthcare
04.2019 - 03.2020
- Provide technical assistance and resolution
- Set up new computer systems and perform routine maintenance
- Repair computer hardware and software
- Ensure appropriate software and drivers were up to date and working
- Maintain Internal and external DNS zones
- Implement Active Directory.
Web Designer
Juicebox Vapor Company
09.2018 - 04.2019
- Develop ideas for content and turn them into intriguing web pages based on the consumer market
- Create wireframes, storyboards, user flows, process flows and sitemaps to communicate interaction & designs
- Review sites for quality and design consistency
- Assist in brand logo development
- Create, update, maintain website layout/user interface by using standard HTML/CSS/LESS
- Stay up to date on emerging technologies/industry trends and make recommendations on adoption.
Case Manager
Pharmacord
02.2018 - 09.2018
- Conducted Benefit Investigations on Patient's Insurance policies
- Made outbound calls to Insurance Payers and Specialty Pharmacies to obtain patient's benefits
- Processed documents based on program guidelines using OnBase
- Set up shipments for patient medications via company's system
- Managed the document processing system for any discrepancies.
Case Manager
Rx Crossroads
10.2013 - 06.2016
- Conducted full medical and pharmacy Benefit Investigations
- Made outbound calls to Insurance Payers and Specialty Pharmacies to obtain patient's benefits
- Appealed denied claims
- Initiated prior authorizations to expedite the process of getting patients on paid therapy
- Built Summary of Benefits for doctors to explain the patient's benefits
- Assist Physician's with insurance claims by filing CMS1500 forms electronically
- Followed up on entire process from initiating Prior authorizations to triaging scripts to the correct specialty pharmacy
- Intake Specialist: Processed documents based on program guidelines
- Answered inbound calls and assisted Healthcare providers, Sales Reps, specialty pharmacies, and patients
- Supported case managers with follow up calls to specialty pharmacies, HCPs, and patients
- Triaged referrals to assigned specialty pharmacies
- Managed programs voicemail.
Education
Bachelor of Science in Cyber Security -
University of Louisville
05.2023
Associates of Science in Network Technology -
Bluegrass Community and Technical College
05.2020
Skills
- Active Directory Management
- SQL Database Management
- Powershell
- Azure AD Integration
- Azure Portal Navigation
- Azure Cloud Administration
- MS Office Tools – Excel, Outlook, etc
- Training and Development
- Oral and Written Communication
- Reports Preparation
- Team Leadership
- Cross-Team Collaboration
- Process Delivery Owner
- Network Administration
- Information Security
- Data Management
- Remote Support
- Database Administration
- Hardware troubleshooting
- IT Service Desk
Certification
- Security+ Prep
- Computer Tech Basic
- A+ prep
- ITIL
- XML Master Basic
- Microsoft Server 2012
- CCIE
- Computer Technician
Timeline
IT Administrator
PharmaCord
01.2023 - Current
Help Desk Tier 1
Justice AV Solutions
05.2021 - 05.2022
Supervisor
Interapt at Humana
04.2020 - 10.2020
Help Desk Associate
Interapt at Humana
03.2020 - 04.2020
PC Technician
Robert Half at norton healthcare
04.2019 - 03.2020
Web Designer
Juicebox Vapor Company
09.2018 - 04.2019
Case Manager
Pharmacord
02.2018 - 09.2018
Case Manager
Rx Crossroads
10.2013 - 06.2016
Bachelor of Science in Cyber Security -
University of Louisville
Associates of Science in Network Technology -
Bluegrass Community and Technical College