Daniel Levine
Port Jefferson,New york
Summary
Highly motivated and results-oriented Service Desk Analyst with two years of experience at Altera Digital Health. Proven ability to resolve complex technical issues, provide exceptional customer service, and consistently exceed performance expectations. Adept at detailed ticket documentation, ensuring comprehensive issue tracking and resolution. A great communicator and team player, I maintained a 4.7/5 customer satisfaction rating in my first year and a 4.72/5 in my second year, while handling the highest ticket volume (1224 in year one - 224 more than the next agent). Proficient in a wide range of healthcare IT applications including Citrix Workspace, ServiceNow, and the Microsoft Office 365 suite. Possesses strong analytical and problem-solving skills, coupled with a commitment to continuous learning and professional development.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Altera Digital Health
12.2022 - Current
- Consistently exceeded performance expectations, achieving a 99.5 average ticket score in the second year and maintaining a 96.4 average ticket score in the first year, while handling the highest ticket volume (1224 in year one - 224 more than the next agent).
- Maintained meticulous and detailed ticket documentation, ensuring accurate tracking and resolution of all issues.
- Achieved a 4.7 customer satisfaction rating in my first year and a 4.72 rating in my second year.
- Awarded 'Agent of the Month' in August 2024 for outstanding performance and customer service.
- Provided first and second-level technical support to end-users across various healthcare applications and operating systems. Collaborated effectively with team members to resolve complex issues.
- Resolved complex technical issues related to Citrix Workspace, Outlook, Bomgar, ServiceNow, Office 365 suite (Word, Excel, PowerPoint, Teams), Active Directory, and Citrix Gateway.
- Demonstrated proficiency in troubleshooting and resolving issues related to Healthpay24.
- Familiar with Touchworks, Sunrise, Soarian, Teladoc, and Invision.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Technical Sales Assistant
Zistos
06.2019 - 06.2021
- Collaborated with customers and asked questions to assess needs and budgets.
- Attended product-related technical shows and other activities to represent company products and services.
- Drove team revenue totals by bringing in top sales numbers.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Networked at events and by phone to expand business profits and revenues.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
Education
Bachelor of Arts - Communications
SUNY Oneonta
108 Ravine Parkway, Oneonta, NY 13820. 05.2019
Skills
- Citrix Workspace
- Outlook
- Bomgar
- ServiceNow
- Office 365 Suite
- Active Directory
- Citrix Gateway
- Healthpay24
- Windows 7-11
- Detailed Ticket Documentation
- Soarian
- Invision
- Problem-solving
- Analytical skills
- Exceptional Customer Service
- Technical support
- Account management
- Client relationship management
- Documentation
- Remote technical support
- Escalation management
- Database management
- Incident management
Accomplishments
Obtained Agent of the Month – August 2024 (Altera Digital Health)
Certification
- CompTIA Network+
- CompTIA A+
- Microsoft Introduction to Networking
- Security+ (In Progress)
Awards
Agent of the Month, 08/01/24, Altera Digital Health
Timeline
Service Desk Analyst
Altera Digital Health
12.2022 - Current
Technical Sales Assistant
Zistos
06.2019 - 06.2021
Bachelor of Arts - Communications
SUNY Oneonta
Similar Profiles
Doyle GatesDoyle Gates
Senior Quality Engineer/QA Lead at Altera Digital Health/Northwell HealthSenior Quality Engineer/QA Lead at Altera Digital Health/Northwell Health
Adithya PaiAdithya Pai
Software Engineer at Altera Digital HealthSoftware Engineer at Altera Digital Health
Marty CullenMarty Cullen
Associate Service Desk Analyst at Altera Digital HealthAssociate Service Desk Analyst at Altera Digital Health
Ryan WhiffenRyan Whiffen
Beach Attendent at Smithtown Parks DepartmentBeach Attendent at Smithtown Parks Department
Juliette VacircaJuliette Vacirca
Legal Intern at Suffolk County District Attorney's OfficeLegal Intern at Suffolk County District Attorney's Office