Khirsten Johnson
Buffalo,NY
Overview
8
8
years of professional experience
Work History
Help Desk Support Specialist
Highmark BCBS
09.2023 - Current
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Configured hardware and granted system permissions to new employees.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Configured hardware, devices, and software to set up work stations for employees.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
Project Coordinator
Centene
09.2018 - 12.2022
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
Tech Support
Time Warner Cable
02.2016 - 02.2018
- Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
- Served as a liaison between customers and tech support teams when needed.
- Provided expert support to users, resolving technical issues and ensuring seamless database operation.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
Education
Associate of Science - Information Technology
Erie Community College
Buffalo, NY12.2024
High School Diploma -
Hutchinson Central Technical High School
Buffalo, NY06.2009
Skills
- ConnectivityRemote Support
- Software Installation
- Security Protocols
- Help Desk Software
- Customer Education
- Customer Service
- Microsoft Windows and Office
- Remote Technical Support
- Help Desk Support
- Troubleshooting Network Issues
- Computer Diagnostics
- Device Installation
Timeline
Help Desk Support Specialist
Highmark BCBS
09.2023 - Current
Project Coordinator
Centene
09.2018 - 12.2022
Tech Support
Time Warner Cable
02.2016 - 02.2018
Associate of Science - Information Technology
Erie Community College
High School Diploma -
Hutchinson Central Technical High School