Marvin Soliva
Lexington,KY
Summary
Dedicated and adaptable customer support professional with over 10 years of experience delivering both technical and service-focused assistance. Skilled in resolving complex inquiries, supporting systems like Epic, Oracle CRM, and Genesys, and assisting customers, students, and staff via phone, email, and ticketing systems. Recognized for strong communication, multitasking in high-volume environments, and a collaborative approach to problem-solving. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Helpdesk Agent
Conduent
Lexington, Kentucky
11.2019 - Current
- Provided first-level technical support to users, resolving issues related to software applications and hardware malfunctions.
- Documented user interactions and technical solutions in the ticketing system for future reference and improvement.
- Assisted users in navigating company software systems, ensuring efficient use and optimal performance.
- Conducted remote troubleshooting sessions to quickly resolve user issues.
- Logged all customer interactions in ticketing system for tracking purposes.
CUSTOMER/STUDENT SUPPORT
UNIVERSITY OF KENTUCKY
01.2020 - 06.2025
- Delivered frontline technical and customer support to students, patients, and staff within a university hospital/school system
- Provided guidance on account access, Epic system use, and troubleshooting application or portal issues
- Handled high volumes of support inquiries via phone, email, and ticketing platforms with consistent professionalism
- Collaborated with IT and administrative departments to escalate and resolve issues efficiently
- Helped streamline documentation and user support processes to improve first-contact resolution rates
- Trained new hires and contributed to service desk knowledge base improvements
Education
BA - Communications
ATENEO DE DAVAO UNIV
Skills
- Customer service and communication
- Epic (Electronic Health Records)
- Microsoft 365
- Help desk and ticketing systems
- Technical support and troubleshooting
- Remote desktop and user support
- High-volume call and email support
Timeline
CUSTOMER/STUDENT SUPPORT
UNIVERSITY OF KENTUCKY
01.2020 - 06.2025
Helpdesk Agent
Conduent
11.2019 - Current
BA - Communications
ATENEO DE DAVAO UNIV