MARILYN MOOR
Newark,DE
Summary
Service desk agent with several years of inside and field experience analyzing and solving challenging it issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II
Computer Aid, Inc
Newark, DE
03.2020 - Current
- Provided first-level technical support to customers with IT related issues.
- Responded promptly to customer emails regarding any IT related queries.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Front Desk Receptionist
Delaware Pain and Spine Center
Wilmington, DE
11.2019 - 01.2020
- Company Overview: Fast paced, Pain Management Doctors Office, Constantly in motion
- Answering the phone
- Checking in/out patients, verification of insurance
- Taking co-payments while keeping a ledger
- Scheduling appointments for existing patients
- Preparing charts for next day
- Properly filing paperwork into chart
- Familiar with medical terminology
- Fast paced, Pain Management Doctors Office, Constantly in motion
Front Desk Specialist
Bear MRI and Imaging Center
Bear, DE
09.2018 - 05.2019
- Answered a multi-line phone
- Scheduled patients for appointments
- Verified insurance coverage and authorization of tests through insurance
- Collected intake paperwork and review to ensure documentation is filled out properly
- Worked closely with physicians offices and lawyers to get patients scheduled
Education
High School Diploma -
Sanford School
01.2002
Skills
- Help Desk Support
- Computer Diagnostics
- Technical Troubleshooting
- Remote Support
- Software Support
- Hardware troubleshooting
- Incident Management
- Problem-Solving
- Microsoft Certification
- Documentation
- Service Level Agreements
- Escalation management
- Application support
- Computer maintenance
- Online Chat Support
- Customer Needs Assessment
- Team Collaboration
Certification
- Microsoft Office Specialist, 04/2012
- Technical Support Fundamentals, 03/2019 - Present
- The Bits and Bytes of Computer Networking, 03/2019 - Present
- Operating Systems and You" Becoming a Power User, 03/2019 - Present
Assessments
- Spreadsheets with Microsoft Excel, Proficient, 12/2019, https://share.indeedassessments.com/share_to_profile/127d1bc0a2927a7c22298bd022f6db7c
- Receptionist, Expert, 10/2019, https://share.indeedassessments.com/share_to_profile/04423888dfb4c64b7ad42cf206f0c993eed53dc074545cb7
- Scheduling, Highly Proficient, 04/2019, https://share.indeedassessments.com/share_to_profile/ae7c2fbd38f9468c5c8af6bdfcdac152eed53dc074545cb7
- Written Communication, Proficient, 04/2019, https://share.indeedassessments.com/share_to_profile/c9f56a9fe1973a1475a5d522e8e21fd2eed53dc074545cb7
Timeline
Service Desk Analyst II
Computer Aid, Inc
03.2020 - Current
Front Desk Receptionist
Delaware Pain and Spine Center
11.2019 - 01.2020
Front Desk Specialist
Bear MRI and Imaging Center
09.2018 - 05.2019
High School Diploma -
Sanford School