Andrew E Heavener Jr
Wilkes Barre,PA
Summary
Highly knowledgeable Subject Matter Expert with background in managing complex projects, fostering cross-functional collaboration and driving innovation. Possess strong analytical skills, adept at breaking down complex concepts for diverse audiences. Known for improving processes, enhancing team productivity and contributing to business growth. Demonstrated success in leading teams towards the achievement of organizational objectives while maintaining high standards of professionalism and integrity.
Overview
11
11
years of professional experience
Work History
Account specific Subject Matter Expert
HCL Technologies
Wilkes Barre, USA
02.2021 - Current
- Facilitated seamless communication between clients and internal teams, ensuring alignment on project objectives and deliverables
- Developed and maintained an internal knowledge base to streamline information sharing and enhance team efficiency
- Provided leadership and guidance to teams, fostering collaboration and ensuring successful project completion
- Prepared and compiled comprehensive reports for client presentations, delivering insights and progress updates effectively
- Performed tasks that require upper-level access into client base systems
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
Help Desk Technician Level 2
HCL Technologies
Wilkes Barre, USA
04.2019 - 02.2021
- Provided advanced technical support as Level 2 help desk technician, resolving escalated issues from Level 1 support
- Managed ticket escalations and effectively de-escalated client issues through proactive communication and troubleshooting
- Monitored and supervised live call queues, ensuring prompt response times and efficient allocation of available technicians
- Facilitated the dissemination of critical information received from Subject Matter Experts (SMEs) or clients to the Level 1 team, enhancing overall team knowledge and performance
Help Desk Technician Level 1
HCL Technologies
Wilkes Barre, USA
03.2017 - 04.2019
- Provided Technical assistance to pharmaceutical sales rep in a call center environment
- Troubleshoot issues with systems, apps, and accounts
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Assisted in the installation of new hardware and software components.
- Resolved network connectivity issues.
- Performed troubleshooting to diagnose and resolve technical issues.
Servicing / Claims Analyst
Navient
Wilkes Barre, USA
06.2013 - 09.2015
- Provided responsive customer service within a high-volume call center environment, adhering to stringent compliance guidelines and call handling metrics
- Assisted customers comprehensively with repayment options, forbearance, and all facets of federal and private student loans
- Promoted to Service Agent Level 2 for outstanding performance and dedication to customer satisfaction
- Processed Teacher Loan Forgiveness applications with meticulous attention to detail and accuracy
- Prepared approved accounts for submission to guarantors, ensuring compliance with regulatory requirements and timely processing
Education
High School Diploma -
Petersburg High
Petersburg, WV01-2003
Skills
- Strong analytical skills
- Creative solutions
- Training and mentoring
- Organizational Development
- Workflow Optimization
- Resource Allocation
- Quality Assurance
- Change Management
- Strategic Planning
- Problem-solving abilities
- Team building
- Troubleshoot service issues
- Problem-solving aptitude
- Team Leadership
- Customer Relationship Management
- Multitasking
- Performance Metrics
- Inventory Management
Timeline
Account specific Subject Matter Expert
HCL Technologies
02.2021 - Current
Help Desk Technician Level 2
HCL Technologies
04.2019 - 02.2021
Help Desk Technician Level 1
HCL Technologies
03.2017 - 04.2019
Servicing / Claims Analyst
Navient
06.2013 - 09.2015
High School Diploma -
Petersburg High