Annekia Sneed
Wendell,NC
Summary
Dynamic Service Desk Analyst with extensive experience at Allscripts, excelling in first-level support and troubleshooting. Proven expertise in Active Directory management and remote support tools, coupled with a commitment to client satisfaction and meticulous documentation practices. Recognized for delivering effective problem resolution while maintaining a friendly and patient demeanor.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
S2S Soft LLC
03.2023 - Current
- Company Overview: HCL Experian Service Desk
- Provide first level support via phone and chat
- Provide hardware/software/network problem analysis & resolution
- Facilitate remote support sessions using advanced collaboration tools
- Follow up with client to ensure issue resolution or escalate issue to next level if unable to resolve issue
- Document interactions via Service Now
- Consult with other technical team members to ensure timely resolution of all client issues
- HCL Experian Service Desk
MS Service Desk Analyst SME
Allscripts
Raleigh, NC
06.2021 - 02.2023
- Provide first level end user support to clients and perform other duties as needed
- Support clients for various hospitals via telephone, chat support, web submissions, and email
- Troubleshoot and resolve system/software issues
- Utilize Active Directory, Azure, VMWare, Secure Link, Director, Service Now, One Note, & other tools used in resolving issues
- SME for various clients via Allscripts in hospital division
IT Help Desk Analyst
Phoenixx Systems
Wilson, NC
06.2019 - 06.2021
- Follow established methodologies/procedures to determine end-user problems and provide a solution
- Interact with production services, software systems engineering, applications support, and/or applications development to restore service and/or identify and correct core problem
- Works within standard guidelines & makes decisions within guidelines
- Familiar with Win 10 & Win 7 platform, MS Office Suite, IP Phones, Cisco Jabber, Amazon Connect, 3270 Mainframe, Cisco AnyConnect, Remote Desktop Connection, Powershell ISE, Cisco Unity Connection Administration, Adobe Acrobat, Service Now ticketing system, Remedy, Tivoli, and more
Medical Billing & Support Specialist
White Oak Pediatric Associates
Raleigh, NC
01.2015 - 01.2020
- Scrub & submit claims using eClinical 11.0&Trizetto
- Research & track documentation problems & discrepancies
- Work aging report daily
- Work the front end as needed (checking patients in & out + answering phones)
- Backup for referral coordinator
- Troubleshoot printers (Konica) & EHR software for users as needed
Auditor
Belflex Staffing Solutions/Caterpillar
01.2011 - 01.2015
- Generate department audit reports, reconcile computer data with physical counts
- Report to management & other parties with auditing discrepancies
- Examine documents, materials, or products, monitor work processes to assess completeness, accuracy, & conformance to standards & specifications
- Locate & process lost loads international & national; in addition, communicate with manager until reaching a resolution (process claims for lost product)
IT Help Desk Administrator/Lead
Comsys/Siemens
Wendell, NC
01.2005 - 01.2008
- Initial point of contact for help desk
- Created user accounts using Active Directory, reset password for various software applications such as: Baan, PeopleSoft, & SAP
- Assisted with computer software & hardware issues as needed (if unresolved routed to next level tech via Tivoli & Remedy ticketing system)
- Worked other projects such as processed payables & worked with vendors in expediting purchases using SAP
Education
IT Security & Admin -
MyComputerCareer
Raleigh, NC01.2020
Masters of Information Systems -
University of Phoenix
Phoenix, AZ01.2011
Bachelors of Science - Psychology
University of Phoenix
01.2009
Associates of Arts - Business
University of Phoenix
01.2007
Skills
- First level support
- Service Now
- Active Directory management
- Network troubleshooting
- Windows operating systems
- Technical collaboration
- Customer support
- Problem resolution
- Mac systems
- Customer service expert
- Friendly and patient
- System administration
- User support
- Service desk support
- Microsoft office
- Tracking and documentation
- Remote technical support
Certification
- CompTIA Security +, 2019
- MTA Security, 2019
- Linux Essentials, 2019
Timeline
Service Desk Analyst
S2S Soft LLC
03.2023 - Current
MS Service Desk Analyst SME
Allscripts
06.2021 - 02.2023
IT Help Desk Analyst
Phoenixx Systems
06.2019 - 06.2021
Medical Billing & Support Specialist
White Oak Pediatric Associates
01.2015 - 01.2020
Auditor
Belflex Staffing Solutions/Caterpillar
01.2011 - 01.2015
IT Help Desk Administrator/Lead
Comsys/Siemens
01.2005 - 01.2008
IT Security & Admin -
MyComputerCareer
Masters of Information Systems -
University of Phoenix
Bachelors of Science - Psychology
University of Phoenix
Associates of Arts - Business
University of Phoenix
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