Trisha Furstenberg
Atlanta,GA
Summary
Forward-thinking individual with understanding of completing complex tasks efficiently. IT Professional with a varied background in Training Administration, Project Coordination, Business Process Improvement, Technical Writing, Software Development, Technical / Product Support, and Software Testing / Quality Analysis. A natural leader and work well with both internal teams and external customers; and have excellent customer service, people management and support skills. Known for accurate and efficient work.
Overview
6
6
years of professional experience
Work History
Billing Analyst
Intiut-Mailchimp
Atlanta, GA
05.2020 - Current
- Highly effective performer continuously exceeding set metrics and expectations.
- Provided exceptional service to customers requiring assistance such as account questions.
- Analyzed payment information and applied changes to correct customer accounts.
- Determined key areas prime for process improvements.
- Educate end users on Mailchimp's Billing plan types and functionality.
- Analyze account and process refund and/or billing credit requests where appropriate.
- Train / Support new Analysts.
- Special projects as assigned.
- Collaborate with other teams internally as needed to amend billing anomalies.
Product Support Specialist
Intuit-Mailchimp
Atlanta, GA
02.2018 - 05.2020
- Highly effective performer continuously exceeding set metrics and expectations.
- Performed troubleshooting and tested customer issues via email and remote assistance software.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Information Technology & Admin Support Specialist
Murphy Medical Center-Erlanger Health System
Murphy, NC
08.2016 - 10.2017
- Planned and implemented upgrades to system hardware and software.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Manage user credentials in patient charting Application.
- New employee onboarding.
- Provide Technical and Administrative support to the Leadership Team.
- Built and ran custom reports in patient database.
- Special projects as assigned.
Level III Technical Support & Training Admin
Preventice Solutions
Minneapolis, MN
06.2013 - 02.2014
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware and granted system permissions to new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff; including maintaining the company Knowledge Base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Wrote test cases, tested and worked with Developers on technical issues and solutions.
Education
Bachelor of Arts - Clinical Psychology
Augsburg College
Minneapolis, MNCertification - Business Process Improvement
Auburn University
Auburn, ALCertification - PSM I
Scrum.org
Skills
- Billing systems and software
- Research and due diligence
- Team Building
- Training and mentoring
- Database Management
- Application / Product support
- Project Coordination
- Curriculum Development
- Team Management
- Software Testing / Quality Analysis
- Technical Writing / Communication
Timeline
Billing Analyst
Intiut-Mailchimp
05.2020 - Current
Product Support Specialist
Intuit-Mailchimp
02.2018 - 05.2020
Information Technology & Admin Support Specialist
Murphy Medical Center-Erlanger Health System
08.2016 - 10.2017
Level III Technical Support & Training Admin
Preventice Solutions
06.2013 - 02.2014
Bachelor of Arts - Clinical Psychology
Augsburg College
Certification - Business Process Improvement
Auburn University
Certification - PSM I
Scrum.org
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