Kelsey Johnson
Deatsville,AL
Summary
Professional with strong background in customer support and keen ability to resolve complex issues effectively. Skilled in communication, troubleshooting, and using CRM systems to enhance customer satisfaction. Known for reliability, adaptability, and collaborative approach in team settings. Adept at managing multiple tasks and delivering consistent results in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Caregiver
VA Caregiver Program
01.2021 - Current
- Encourage autonomy through assistance with essential daily living routines.
- Oversee completion of weekly errands, including grocery shopping.
- Provide dressing guidance, grooming assistance, and meal preparation.
- Ensure clean surroundings through housekeeping.
- Assist patient with self-administered medications.
- Ensure precise dosage and timely administration of prescribed medications to maximize effectiveness.
- Draft comprehensive reports to track client progress.
- Monitor and convey patient abnormalities to case manager.
- Collaborate with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
Stride Technical Help Desk Analyst
Stride
01.2022 - 11.2023
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Collaborated effectively with cross-functional teams on large-scale projects, ensuring seamless integration of end-user support throughout the project lifecycle.
- Managed high levels of call flow and responded to technical support needs.
- Streamlined help desk operations for increased efficiency by implementing effective ticketing systems.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Evaluated system potential by testing compatibility of new programs with existing programs.
Enrollment Representative
Stride
06.2021 - 01.2022
- Encourage autonomy through assistance with essential daily living routines.
- Oversee completion of weekly errands, including grocery shopping.
- Provide dressing guidance, grooming assistance, and meal preparation.
- Ensure clean surroundings through housekeeping.
- Assist patient with self-administered medications.
- Ensure precise dosage and timely administration of prescribed medications to maximize effectiveness.
- Draft comprehensive reports to track client progress.
- Monitor and convey patient abnormalities to case manager.
- Collaborate with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
Education
Bachelor Of Administration - Healthcare Administration
Western Governors University
Salt Lake City, UTBachelor Of Business Administration - Healthcare Administration
Sophia
Online Associate Of Applied Science - Sonography
H. Councill Trenholm State Community College
Montgomery, Al 05.2015
Skills
- Time management
- Dependable and responsible
- Multitasking and organization
- Medical record-keeping
- Team collaboration
- Medication management
- Client documentation
- Complex Problem-solving
- Records management
- Experience with JIRA, Newrow, Salesforce, TotalView (TVS), OLS, Microsoft Office, Excel, Sharepoint,
Additional Information
Currently working on finishing my Bachelor’s degree in Healthcare Administration with an established completion date within one year.
Timeline
Stride Technical Help Desk Analyst
Stride
01.2022 - 11.2023
Enrollment Representative
Stride
06.2021 - 01.2022
Caregiver
VA Caregiver Program
01.2021 - Current
Bachelor Of Administration - Healthcare Administration
Western Governors University
Bachelor Of Business Administration - Healthcare Administration
Sophia
Associate Of Applied Science - Sonography
H. Councill Trenholm State Community College
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