Mo'Nique Youmans
Jacksonville,FL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Tier 2-level Service desk technician position. Ready to help team achieve company goals.
Dedicated to exceeding client expectations by verifying satisfactory resolutions. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
Work History
Tier 1 Service Desk Technician
Iron Bow Technologies
Herndon, VA
09.2022 - Current
- Resolved technical issues for users, enhancing system functionality and reducing downtime.
- Improved user satisfaction by providing prompt and efficient technical support.
- Delivered software installations and updates to ensure system efficiency.
- Assisted users with troubleshooting hardware and software problems, maintaining optimal system performance.
- Supported end-users in software application usage, ensuring maximum productivity.
- Facilitated hardware setup and maintenance for optimal performance.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
Patient Administration Specialist
Army
Augusta, GA
07.2019 - 04.2022
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Handled multiple calls per day to address customer inquiries and concerns.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Improved operations through consistent hard work and dedication.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with typing, data entry and answering incoming calls as required.
- Updated records with new information.
- Participated in training and other learning opportunities to expand knowledge of company and position.
- Sorted all paperwork and documents alphabetically and according to dates and significance.
- Engaged in active listening with callers to confirm or clarify information and diffuse upset callers.
- Followed confidentially regulations to maintain privacy.
- Successfully maintain clean, valid driver's license and access to reliable transportation.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked flexible hours; night, weekend, and holiday shifts.
- Oversaw in-person and curbside patient registration and processing.
- Documented novel coronavirus screening assessments.
- Disinfected tools, equipment and surfaces between patients.
- Completed necessary reports and documentation on time and to specifications.
- Supported office operations by expertly handling administrative needs.
- Handled 30 calls per day to address customer inquiries and concerns
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to all technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Set up and maintained user accounts and client access.
Education
No Degree - Criminal Justice
American Public University System
Charles Town, WVNo Degree -
Florida State College At Jacksonville
Jacksonville, FLNo Degree -
Edward Waters College
Jacksonville, FLDiploma -
Edward H. White High School
Jacksonville, FL05.2019
Skills
- Leadership
- Dependable and Responsible
- Customer Service
- Clerical Support
- Document filing
- Multitasking Abilities
- Organization and Time Management
- Analytical and Critical Thinking
- Excellent Communication
- Decision-Making
Education
Jacksonville, FL
Charles Town, WV
Timeline
Tier 1 Service Desk Technician
Iron Bow Technologies
09.2022 - Current
Patient Administration Specialist
Army
07.2019 - 04.2022
No Degree - Criminal Justice
American Public University System
No Degree -
Florida State College At Jacksonville
No Degree -
Edward Waters College
Diploma -
Edward H. White High School