Nathan A. Branigan
Workstation Technician
Rochester,MN
Summary
Detail-oriented, organized, and meticulous employee with a proven track record of working at a fast pace to meet tight deadlines. Enthusiastic team player eager to contribute to company success by leveraging strong organizational skills and a passion for collaboration.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Information Technology Specialist
Internal Revenue Service
Philadelphia, PA
02.2024 - Current
Individual Taxpayer Advisory Specialist
Internal Revenue Service
Little Rock, AR
01.2023 - 01.2024
- Utilized great communication skills to interpret, assess, resolve, and clearly explain advanced tax issues to both technical and non-technical customers through verbal and written communication.
- Top quality customer support provided with a calm, professional demeanor with a diverse customer group. Contacts included tax professionals, individuals new to taxes, and personalities of all types.
- Delivered great customer service with a diverse body of customers. Worked to de-escalate stressful contact situations with accurate listening, discernment of the customer’s concern(s) and by providing positive and supportive verbal and non-verbal communication.
- Stressed education, as appropriate, of Individual taxpayer services, and diligently strove to improve and build trust between the Internal Revenue Service and the broader public.
Contact Service Representative
Internal Revenue Service
Philadelphia , PA
10.2020 - 01.2023
- Served as a remote based volunteer On Job Instructor for both 1-1 and group-based instruction, over a 6-month period, for approximately 150 new employees.
- Facilitated electronic meetings between training management and new employees and provided evaluative feedback on employees’ training progress.
- Created written training materials, such as for IDRS Command Code use, and distributed as part of small group instruction.
- Facilitated hands-on learning with software, such as IAT tools for W&I Accounts management, AMS, Cisco Jabber, IDRS, MS Office, and MS Windows.
- Established ad-hoc and planned meetings, via calendar invite, and utilized soft phone communication tools.
- Functioned as temporary Lead Contact Service Representative while full-time Lead CSR was acting manager (Sept. 2022 to Nov. 2022).
- Encouraged team engagement with individual and team-based feedback, emphasizing positive reinforcement for following correct policies and procedures, as well as technical skill development.
- Helped coordinate and facilitate weekly team meeting.
- Functioned as technical lead for case work assistance, reviewed, provided feedback, and edited team documents. This included written communication to inside and outside stakeholders, and included edits and feedback for accuracy, completeness, and grammar.
- Managed team approvals for caseload management and reassignment.
- Provided 1-1 instruction, as needed, for technical skill development.
- Worked remotely (Oct. 2020 – Jun. 2022) and Teleworked (Jul. 2022 – Jan. 2023) with minimal supervision to maintain a case management of up-to 80 cases at a time. Cases included: Individual Income Tax returns consisting of Form 1040-X, Form 1040 returns, and duplicate returns (Form 1040 & 1040-X), along with management of written and verbal taxpayer correspondence.
- Analyzed, researched, and synthesized IRS database information with the Internal Revenue Manual, along with internal policy news and alerts, to process cases. Verified documentation was accurate, complete, and abided by appropriate tax procedure.
- Adjusted taxpayer accounts or rejected claims, as needed, and provided prompt case resolution to taxpayers.
- Excelled at resolving difficult technical inquiries, such as accounts that required extensive research and attention to detail, cases that required corrections due to compounded internal and external errors and inquiries that required multiple correspondence via written and verbal communication in order to resolve.
Dialysis Patient Technician
Fresenius Kidney Care
Philadelphia, PA
03.2020 - 05.2020
- Time management skills utilized to cannulate and monitor 3 patients at a time, and up to 9 patients per shift.
- Verbal communication used to instruct patients and assess physical status while adhering to strict established protocol.
DFA Service Representative – Collections
Arkansas Department of Finance and Administration
Little Rock, AR
03.2019 - 08.2019
- Managed up to 60 Arkansas Customer accounts daily via inbound and outbound phone contacts and written correspondence.
- Informed customers of Arkansas tax policies, educated about optional methods to pay state taxes, and setup installment agreements to collect Arkansas Individual Income tax.
- High skill conflict resolution and persuasive communication utilized to ensure daily quota goal of 3 installment agreements per day met.
- Last month on job, placed 2nd in all office collections department workers, with over 100 installment agreements arranged.
- Investigated and resolved customer questions and complaints.
- Wrote a step-by-step reference guide which illustrated all available methods to make Personal Income Tax payments, which was distributed amongst coworkers for use.
Patient Care Technician
Baptist Health Medical Center
Little Rock, AR
03.2016 - 04.2018
- Primary basic care support for up to 12 customers’ (patients) during each shift.
- Was elected as BEST Champion by manager for a volunteer initiative to embody the mission of the Baptist Health Organization and was tasked with helping to educate employees on fulfilling their mission within the organization.
Education
Bachelor’s Science - Information Systems, Minor: Economics
University of Arkansas
Fayetteville, AR 08.2009 - 05.2014
Skills
- Microsoft Office 365 Suite
- Microsoft Windows 10
- Microsoft Windows 11
- SAP R/3
- Aternity End User Asset Management Console
- Symantec Management Console
- Time Keeping Software
- Travel Management system
- Performance management software
- Integrated Training system
- Digital communication
- IT Service Management
- IDRS
- IMS toolkit
- Detail oriented
- Problem solving
- Critical Thinking
- Strong Customer Service
- Excellent Communication
- Teamwork
- Research
- Time-management
- High-pressure environments
Device configuration
Advanced computer proficiency
Desktop support
Customer service expert
Technical support
Application support
Hardware diagnostics
Accomplishments
Internal Revenue Service
- C066 – Time off Performance Award A3004931 | 11/2022
- C011 – Performance Award GS/WG A2983508 | 11/2022
- C012 – Ind Specl Act/Serv GS/WG A2913877 | 08/2022
- C068 – TOA Managers Award A2829590 | 06/2022
Timeline
Information Technology Specialist
Internal Revenue Service
02.2024 - Current
Individual Taxpayer Advisory Specialist
Internal Revenue Service
01.2023 - 01.2024
Contact Service Representative
Internal Revenue Service
10.2020 - 01.2023
Dialysis Patient Technician
Fresenius Kidney Care
03.2020 - 05.2020
DFA Service Representative – Collections
Arkansas Department of Finance and Administration
03.2019 - 08.2019
Patient Care Technician
Baptist Health Medical Center
03.2016 - 04.2018
Bachelor’s Science - Information Systems, Minor: Economics
University of Arkansas
08.2009 - 05.2014