Christian Nivar
North Attleboro,MA
Summary
10 years IT professional with comprehensive expertise in desktop support and troubleshooting. Known for delivering seamless technical solutions, enhancing system performance, and improving user experience. Recognized for collaboration skills and adaptability in fast-paced environments. Skilled in software installation, system upgrade, network configuration, maintaining records account setup and hardware maintenance who's also fluent bilingual in English & Spanish.
Overview
17
17
years of professional experience
Work History
Desktop Technician II
MultiPlan
12.2021 - Current
- Reimage Windows laptops to Windows 10 & Windows 11
- Troubleshoot Microsoft 365, Citrix related issues, VPN client software, RSA Security Token, wireless (Cellular broadband and Wifi)
- Manage Desktop Support incident/Task assignments in ServiceNow
- Troubleshoot desktops, laptops, smartphones and printers
- Collaborate, coordinate, and communicate across disciplines and departments specifically with other technical disciplines within IT such as Network, Telecom, and Server teams to implement cross-functional solutions.
- Deliver hardware equipment (monitors, headsets, webcam, Targus Docks etc) to in-office and remote employees
IT Service Desk Analyst II
MultiPlan
07.2019 - 12.2021
- Serving as a first point of contact for users seeking technical assistance via phone, email, or in person.
- Provide mentoring and technical guidance to junior team members in the Service Desk team.
- Monitor the status and progress towards resolution of all open incidents. Respond to customer inquiries and assess all escalation working with service desk management.
- Escalate the resolution process if necessary. Confirm resolution and closure of support incidents.
- Troubleshoot Internet browser issues, synchronization issues, remote access via VPN client software, RSA Security, and Outlook issues
- Work with Helpdesk, Networking and Application groups as appropriate to determine and resolve problems received from clients.
IT Service Desk Analyst I
MultiPlan
05.2015 - 07.2019
- Fully document all inquiries received within the prescribed system of record. Follow established guidelines for documentation, initial support and classification of requests. Complete assignment of and/or address reported incidents and requests as appropriate.
- Handle initial incident support and classification. Detect Potential trends and possible trend forecasting where applicable
- Execute the day-to-day tasks of the service desk processes. Ensures incidents are properly recorded, classified and given initial triage in the incident management process
Data Coordinator
MultiPlan
08.2013 - 01.2015
- Determine the appropriate contract linkage based on application and supporting document information
- Review practitioner system record and determine credentialing requirements. Potential credentialing scenarios include initial credentialing, state transfer, multi-state and recredentialing
- Screen the practitioner application and ensure the practitioner meets required credentialing criteria and includes all data required for loading.
- Accurately complete data entry of all pertinent information from application and supporting documents into the system of record.
- Assign effective date to practitioner contracts and execute individual practitioner contracts as applicable
- Follows policies and procedures as they relate to NCQA and URAQ guidelines
- Ensure compliance with HIPAA regulations and requirements.
- Collaborate, coordinate, and communicate across disciplines and departments
Service Advisor/ Customer Service Rep
MultiPlan
01.2012 - 08.2013
- Verifying hospitals & doctor’s network participation status with our MPI & PHCS products, checking application status for providers that are in process of joining our network.
- Verifying negotiated rates on medical, auto & workers comp claims with hospitals, providers & insurance companies
- Knowledge with internal software systems to search for individual, group & facility contracts, effective dates & contracted fee schedule rates.
- Working individually and sometimes as a group with supervisors to renegotiate rates for clients that are not participating with our network.
- Submitting paperwork to participating clients such as a request of their contract, participation status letter & fee schedule rates via fax, mail or email.
Customer Service Representative
On Process Technology
09.2010 - 01.2012
- Speaking with patients over the phone and collecting a list of their drug allergies, medical conditions & emergency contact information of their close family members.
- Scheduling appointments for subscribers, family members and health aides so technician can go to their home and install their Lifeline equipment.
- Making outbound follow up calls to patients and their family members to assure customer satisfaction and peace of mind with their new equipment.
- Explaining policies, procedures and services to new patients and potential new patients.
- Basic troubleshooting and answering customer’s questions in English and Spanish
311 Customer Service Rep
King Teleservices LLC
01.2008 - 04.2010
- Speaking with customers over the phone and providing updated information related to city agencies such as city events, childcare locations, housing information.
- Handling complaints about city agencies and escalating it to the designated departments for resolution.
- Reporting lost & found items in yellow taxi, city trains & buses.
- Assistance in training new employees
Education
Associates in Arts Degree - Business Administration Management
Interboro Institute
New York, NY01.2007
Skills
- Remote desktop support
- Help desk experience
- Software installation
- Printer support
- Mobile device management
- Operating system expertise
- Computer hardware repair
- Device driver management
- Ticketing systems
- Incident management
- User account management
- Customer service
Languages
Spanish
Full Professional
Work Type
Full TimeWork Location
RemoteHybridOn-SiteTimeline
Desktop Technician II
MultiPlan
12.2021 - Current
IT Service Desk Analyst II
MultiPlan
07.2019 - 12.2021
IT Service Desk Analyst I
MultiPlan
05.2015 - 07.2019
Data Coordinator
MultiPlan
08.2013 - 01.2015
Service Advisor/ Customer Service Rep
MultiPlan
01.2012 - 08.2013
Customer Service Representative
On Process Technology
09.2010 - 01.2012
311 Customer Service Rep
King Teleservices LLC
01.2008 - 04.2010
Associates in Arts Degree - Business Administration Management
Interboro Institute