Kelicia Thompson-Cannie
Philadelphia,PA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
CUSTOMER SUPPORT ENGINER 1
Live Casino
12.2023 - Current
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Respond to management requests including installing new PC equipment, providing end-user desk side support and other related activities
- Perform/Install/Move/Add or Change (IMAC) activities
- Perform all assigned desk-side support activities.
- Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Tested new software and hardware prior to deployment.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
INTAKE SPECIALIST
adapthealth
12.2020 - Current
- Answers high volume of calls, transfers and directs calls accordingly, provides exceptional customer service via telephone
- Communicates clearly and effectively (both oral and written) with patients, clients, Team Members, peers and Leadership.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Identified areas of improvement within the intake process by regularly reviewing standard operating procedures and implementing changes as needed.
LICENSED INSURANCE AGENT
OPTUM/UHG
06.2018 - 12.2020
- Keep records of customer interactions, process customer accounts and file documents extensive knowledge about the policies they market and can sometimes customize insurance plans for clients who want specific coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
OVERNIGHT SUPPORT MANAGER
WALMART
01.2015 - 06.2018
- Coached employees through day-to-day work and complex problems.
- Streamlined communication channels between overnight staff members to improve teamwork and overall productivity.
- Ensured smooth store operations during overnight shifts by effectively managing personnel and resources.
Education
Information Technology
Jevs Project Wow - It Pre-apprentiship
02.2024
Associate of Arts - Business Administration And Management
COMMUNITY COLLEGE OF PHILADELPHIA
Philadelphia, PA06.2020
Skills
- Licensed insurance agent
- Technical Support
- Application installations
- Interpersonal Skills
- Call Center Operations
- Support SOP Writing
- Help Desk Support
- PIANOIST
- LAN/WAN
- System Configuration
- Root Cause Analysis
Leadership Experience
- Peer group Connections
- National honor society
- Hunger Philly
Timeline
CUSTOMER SUPPORT ENGINER 1
Live Casino
12.2023 - Current
INTAKE SPECIALIST
adapthealth
12.2020 - Current
LICENSED INSURANCE AGENT
OPTUM/UHG
06.2018 - 12.2020
OVERNIGHT SUPPORT MANAGER
WALMART
01.2015 - 06.2018
Information Technology
Jevs Project Wow - It Pre-apprentiship
Associate of Arts - Business Administration And Management
COMMUNITY COLLEGE OF PHILADELPHIA
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