Kayla Renner-Brown

● Delivered robust first-tier telephone support to a user base of 25,000, ensuring high responsiveness.
● Resolved complex issues across multiple systems including Active Directory, Citrix, Exchange, MS Office and Windows, SCCM, VPN as well as clinical applications such as Epic and UltraVisual (PACS), enhancing system reliability.
● Streamlined the routing of complex tickets to specialized support teams, enhancing issue resolution efficiency.
● Achieved and maintained service excellence by surpassing Service Level agreement targets.
● Supported System Administrators in streamlining access management by efficiently processing and documenting requests via Sentillion Provision.
● Demonstrated proficiency in leveraging applications like Anyconnect, Kronos,ServiceNow, Office 365, Windows Security, NICE, and Microsoft Authenticator
(Azure) to optimize IT operations and security.

• Effectively and efficiently managed an average of 25 - 30 tickets a day with excellent accuracy

● Earned HDI Support Desk Certification, validating expertise in delivering high-quality IT support.

• Provided professional customer service in accordance with established company guidelines
• Assist and resolve customer related issues or routed to appropriate technicians as necessary
• Verified customer member credentials
• Utilized multiple tools such as knowledge base, wiki and internet to ensure compliance with various state guidelines when resolving customer issues
• Received recognition and bonuses for outstanding survey results, attendance and policy adherence.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Participated in team meetings and training sessions to stay informed about product updates and changes.