Summary
Overview
Work History
Education
Skills
Generic

Stephanie A. Durand

Pawtucket,RI

Summary

Dedicated and efficient technical support professional with experience managing the resolution of client issues received via Web Portal,Live Chat, Phone, and Desk-side support.

Overview

20
20
years of professional experience

Work History

Technology Support Analyst

CVS
Cumberland, ME
09.2021 - Current
  • Manage resolution of inbound level 1 and level 2 technical issues over phone quickly, professionally and efficiently in Call Center environment
  • Diagnose hardware, software, and network connectivity issues, including VPN access in Windows 10 environment
  • Troubleshoot corporate applications with use of scripted Knowledge and assign issues to appropriate support group
  • Follow all escalation procedures according to service Level agreement
  • Use remote control tool to assist end user when needed
  • Research issues when answers are not readily available with use of Web tools, and search engines
  • Provide accurate record of each call in incident management tracking tool.
  • Assisted customers with product selection based on stated needs, proposed use and budget

Registered Medical Assistant

Hoye Family Medicine
North Dighton, MA
12.2020 - 09.2021
  • Clinical duties include EKG, venipuncture, intramuscular vaccine injections, rooming patients, prepping instruments for autoclave, review patient’s medical record/history, and vital signs
  • Administrative duties include creating vaccine orders, documenting vaccine administration notes, vaccine billing, documenting vital signs, document changes to patient’s record/medical history.
  • Directed patients to exam rooms, fielded questions and prepared for physician examinations

Technology Support Analyst

UnitedHealth Group
Johnston, RI
10.2006 - 08.2019
  • Manage resolution of inbound level 1 and level 2 technical issues over phone, Web Portal, and Live Chat in Call Center environment
  • Performed Web Portal Leadership duties
  • Reporting
  • Real-time Monitoring
  • Write New and Update Policy and Procedures
  • Quality
  • Training
  • Perform Knowledge Author duties
  • Assessed and interpret customer needs submitted through Rework and Contribution requests
  • Research using ASK, Tableau, AVS, ServiceNow, SharePoint, and UKS
  • Communicate with Workgroup/Product Owners to verify URLs, and requested knowledge changes
  • Perform Smart Spot backup duties
  • Hands on Hardware and Software troubleshooting for Mac and PC

455th Field Hospital
Providence, RI
12.1990 - 12.1996
  • United States Army Reserve, Rank E-4 Honorable Discharge

Education

Medical Assistant Program -

MotoRing Technical Training Institute (MTTI)
Seekonk, MA
11.2020

Bachelor of Science - Information Technology

Johnson & Wales University
Providence, RI
11.2005

Skills

  • Customer service expert
  • Microsoft Office
  • Data Entry
  • Willingness to Learn
  • Standards Compliance
  • Quality Control
  • Interpersonal Skills
  • Training Materials Development
  • Technical Troubleshooting
  • Tracking and Documentation
  • Attention to Detail
  • User Training

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Stephanie A. Durand