Andrew Gaudet
Jacksonville,FL
Summary
Client services and technical support professional with experience resolving healthcare transaction inquiries involving claims and eligibility issues. Document cases in Salesforce, track outcomes, and coordinate resolutions with cross-functional teams. Known for troubleshooting service problems and training end users on new systems.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Client Services Representative II
Availity
Jacksonville, FL
05.2026 - Current
- Supported premium client inquiries for Essentials Pro Portal by fixing login issues, answering system questions, and troubleshooting transactions.
- Built client relationships by listening to needs and pain points, then sharing feedback with internal teams to speed resolution.
- Delivered 97% same-day resolution rate while providing thorough support to meet client needs.
- Communicated policy details and service updates to providers and payers.
- Documented call notes, resolution steps, and follow-up actions.
Client Technical Support Specialist I
Availity
Jacksonville, FL
10.2024 - 04.2026
- Provided first-line support by resolving service issues through inbound calls and tickets.
- Helped accelerate customer issue resolution by coordinating with cross-functional resources.
- Troubleshot EDI transaction submission errors for healthcare users, including 270, 835, and 837 transactions.
- Investigated system issues using diagnostic tools and remote access tools on customer machines.
- Found fixes for system errors through detailed analysis and reduced repeat issues.
- Trained end users on new technologies and procedures to improve job performance and workflow.
Help Desk Technician
Astadia
Jacksonville Beach, FL
05.2023 - 09.2024
- Handled help desk requests via ServiceNow, achieving timely issue resolution.
- Diagnosed and resolved hardware, software, and network problems, ensuring minimal downtime.
- Troubleshot and resolved operating system issues for Windows 10 and Windows 11.
- Provided support for mobile devices running iOS and Android operating systems.
- Installed operating system updates and imaged computers to enhance functionality.
- Applied software updates and patches through Microsoft Windows Update and automated systems.
- Tested new hardware and software configurations, enhancing system performance.
- Trained end users in computer system usage, offering guidance on software applications.
Education
Bachelor of Applied Science - Information Systems Technology
Florida State College At Jacksonville
Jacksonville, Florida12-2025
Skills
- Ticket management and resolution
- EDI troubleshooting
- Network troubleshooting
- Splunk
- Hardware and software installation
- System configuration
- Escalation management
- Revenue cycle management
Certification
Comptia A+
ITIL 4 Foundation
Azure Fundamentals
Timeline
Client Services Representative II
Availity
05.2026 - Current
Client Technical Support Specialist I
Availity
10.2024 - 04.2026
Help Desk Technician
Astadia
05.2023 - 09.2024
Bachelor of Applied Science - Information Systems Technology
Florida State College At Jacksonville