Summary
Overview
Work History
Education
Skills
Certification
Timeline
AccountManager

LaKia Bailey

Windsor Mill,MD

Summary

Reliable and friendly Help Desk Technician with 15 years of experience quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Reliable and assist Teamlead with assignments. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Sr Help Desk Technician

Softrams
07.2023 - Current
  • Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions.
  • Streamlined help desk processes for increased efficiency and improved response times.
  • Assisted in the development of a comprehensive knowledge base, reducing resolution times for common issues.
  • Collaborated with IT team members to identify recurring problems and develop long-term fixes.
  • • Monitored systems in operation and quickly troubleshot errors.
    • Explained technical information in clear terms to non-technical
    individuals to promote better understanding.
    • Analyzed issues to identify troubleshooting methods needed for
    quick remediation.
    • Provided basic end-user troubleshooting and desktop support.
    • Handled customer inquiries and suggestions courteously and professionally.
    • Actively listened to customers, handled concerns quickly and
    escalated major issues to supervisor.
    • Assisted Team-lead with NPI related issues,
    • Updated CMS site
    • Monitored HDT system and proactively contacted the submitters to
    assist with a resolution.
    • Participated in PI Planning meetings.
    • Attended Okta Identity Engine (OIE) meetings.
    • Participated in the Hackathon
    • Completed call tickets and generate case numbers.
    • Assisted with the understating of 270/271 transactions.
    • Provided suggestions to CMS to enhance the TPA
    • Assisted Submitters with updating their digital certificate.
  • Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
  • Tested new software prior to deployment.
  • Assisted the team with adding the transx tool to their computers and training them on how to utilize it.

Sr Help Desk Technician

General Dynamics /The Mindfiners/
11.2009 - 07.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted Team-lead with NPI issues , then become in charge of all NPIs related issues.
  • Updated CMS site
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Trained new hires
  • Assist with CMS upcoming releases; Provide customer support for the Medicare Modernization (CSMM) HelpDesk.
  • Answer telephone inquires related to Medicare eligibility
  • Respond to requests for password reset, access to locked accounts and to enable disabled accounts
  • Submit proactive emails for disabled accounts
  • Create weekly HIPAA Eligibility Transaction System; User Interface (HETS UI) reports
  • Complete call tickets and generate case numbers
  • Assist with the understating of 270/271 transactions
  • Create weekly HIPAA Eligibility Transaction System 270/271 reports, update spread sheet and send out emails
  • Process submitted 270/271 applications
  • Make proactive phone calls to submitters that need to begin transitioning to 5010
  • Create Standard Operating Procedures, for Hets 270/271 and Hets UI; Assist Customers with obtaining access to SOAP/MIME - Make proactive calls to Customers regarding their accounts, testing, or changes to the system.Assisted with testing the new updates for the Hets UI application.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Provided basic end-user troubleshooting and desktop support.
  • Provided suggestions to CMS to enhance the HDT system and TPA

Secretary

Wylie Funeral Home, P.A
06.2007 - 06.2009
  • CONT'D -Assisted with testing the new updates for the Hets UI application
  • Checked the Graphical User Interface (GUI) - Made sure information was password protected when they sent PHI via email, Answered and transferred calls from current and pre- need clients in a professional manner
  • Assisted families with funeral arrangements and special requests
  • Greeted visitors upon arrival to the facility in a friendly manner
  • Assisted staff and families during viewings and funerals
  • Completed, faxed and filed necessary paperwork when required
  • Communicated effectively with clients and staff
  • Secure facility at closing.

Education

Bachelor of Science - Family and Consumer Science

Morgan State University
Baltimore, Maryland

Associate of Arts - General Education

Baltimore City Community College
Baltimore, Maryland

Skills

  • PROFESSIONAL SUMMARY
  • Experienced customer service representative who has the ability to effectively communicate and interact with people
  • Quick learner, able to retain information
  • Assist customers and co-workers when in need of assistance
  • CONTACT DETAILS
  • SKILL HIGHLIGHTS
  • Windows XP
  • Langauges: ASC ANSI
  • X12 4010 & 5010
  • Applications MS Office,
  • PowerPoint, HETS UI,
  • HETS 270/271, Graphical
  • User Interface, EIDM,
  • SOAP/MIME, NPPES,
  • Excel, Pecos, JIRA,
  • Confluence, Percussion,
  • Drupal;Outlook; HETS
  • 270/271; SOAP/MIME
  • HETS Provider GUI
  • Cognos; Entry Tracking
  • Awards for Outstanding Customer Service skills
  • Emails/calls from Customers regarding my excellent customer service
  • Completed Individual Development Planning Courses
  • (IDP)
  • Promoted to Senior Help Desk Technician
  • Completed CMS security training
  • Special Projects
  • Resolve Technical Problems
  • Friendly and Patient
  • End-User Training
  • Technical Documentation
  • Team Support

Certification

HDI Certified, 2010

HIPAA Certified 2023

Timeline

Sr Help Desk Technician

Softrams
07.2023 - Current

Sr Help Desk Technician

General Dynamics /The Mindfiners/
11.2009 - 07.2023

Secretary

Wylie Funeral Home, P.A
06.2007 - 06.2009

Bachelor of Science - Family and Consumer Science

Morgan State University

Associate of Arts - General Education

Baltimore City Community College

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LaKia Bailey