Rachel Ryan
New Castle,UT
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in troubleshooting problems with strong attention to detail and methodical approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
CSC
251 Little Falls Drive, Wilmington, DE 19807
02.2020 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Recorded and maintained relevant notes for each client and work order.
- Monitored systems in operation and quickly troubleshot errors.
- Walked individuals through basic troubleshooting tasks.
- Resolve 60+ technical support inquiries per day.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Promoted efficiency among departments with prompt resolution of system issues.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Maintained servers and systems to keep networks fully operational during peak periods.
Service of Process (SOP) Document Processor
CSC
09.2017 - 02.2020
- Performing the Registered Agent duties for CSC customers, in the receipt of SOP for thousands of CSC customers
- Research of national and international business entities, using the LMS Application, CSC Company Records, Secretary of State, Department of Insurance, and Matter Management
- Entity Indexing Training completed in the first two weeks of hire
- Tier 1 Training within the first 3 months of hire
- By my 6th month with CSC, was processing over 100 documents a day against the metrics of a minimum of 80 completed a day
- Tier 2 Training completed before the end of my first year
- Joined a sub team that consists of myself and one other processor for a high-volume customer with special instructions that are outside of our normal processing procedures
- Joined the Delaware Rejections
- This team handled all inquires for Delaware from our national processing team
- This secured system allows the ability to gain knowledge on Delaware based businesses, their filing histories, and their current statuses/registered agent, so as to determine whether or not CSC can receive service of process on their behalf
- Retuning that information to the processor so they can complete the processing
- Meeting and exceeding processing metrics based on the customer processing with a strong focus on quality
- Following the Service Level Agreements (SLA) allowing for the correct customers to be handled in the correct order
- Analysis of legal documents to determine the nature of a legal matter and other vital information into transmittal format for instant delivery to the customer via electronic and various forms of mail delivery
- Reviewing case history, if available, and verifying the previous document was handled properly to completed current document
- If not correct, determine if the customer should be contacted or if this can be corrected without customer impact
- Understanding department procedures within legal guidelines and customer work notes
- Knowing how to balance to two as at times they fall in to gray areas
- Customer contact via telephone, and email multiple times a day.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Converted documents from one application to another.
- Created and maintained user accounts and properly routed documents for approval and training.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Monitored due dates and deadlines and worked to submit all documents on time or early.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Allocated unique document numbers to internal documents and incoming external documents and tracked in database.
- Volunteered to help with special projects of varying degrees of complexity.
- Proofread and edited documents for accuracy and grammar.
Health Benefits Manager
DXC Technology
09.2014 - 09.2017
- Worked in the Delaware Medicaid Enterprise Systems (DMES)
- Self-instructed training in DMES
- Handling direct contact with members via the Delaware Medicaid enrollment hotline
- Handle working out of 4 separate queues/departments
- Verify and activate Medicaid enrollments
- Long Term Care enrollments
- Explanation of benefits and client case management for The Division of Health and Social Services of Delaware
- Case management
- Data entry
- Processing/tracking of premiums for invoicing
- Managed/evaluated member cases
- Verification of eligibility within the State of Delaware requirements for The Delaware Healthy Children’s Program
- Progressed to Premium Coordinator (back-up) for The Delaware Healthy Children’s Program within 2 years
- Contacting eligible members ensuring there is compliance with State guidelines
- Completing and submitting State regulated reports for quality control
- Formatted Excel spreadsheets that contained protected health information (PHI), for members who were recently made eligible for enrollment
- Distributing spreadsheets to my team for use for outgoing calls to inform members of their approval for enrollment.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with customers and suppliers through account development.
Roadside Assistance Counselor
AAA Mid Atlantic
01.2009 - 09.2014
- Direct contact with members via the Roadside Assistance hotline
- Emergency roadside response, crisis management and counseling, data entry, critical thinking to provide real time resolutions for members nationally
- Determined exact locations and/or nearby cross-streets, of each member’s disabled vehicle
- Arbitrated real-time resolution to member issues/complaints
- Worked from home, 3 days a week, as well as inclement weather conditions, to guarantee phone coverage for members needing assistance.
- Maintained confidentiality of records relating to clients' treatment.
- Guided clients in developing skills and strategies for dealing with problems.
Education
No Degree - Massage Therapy
The National Massage Therapy Institute - Wilmington
Wilmington, DEHigh School Diploma -
North East High School
North East, MD06.2006
Skills
- Debugging
- Customer Experience Management
- Web Based Software Upgrades
- Technical Troubleshooting
- Kanban & Scrum Ceremonies
- Software Debugging
- Remote Diagnostics
- Accurate Documentation
- Issue Research
- Technical Support
- User Credential Management
- Videoconferencing
- Data Recovery
- Systems Analysis
- Service Support
- Performance Testing
- Application Support
- Issue Troubleshooting
Timeline
Technical Support Specialist
CSC
02.2020 - Current
Service of Process (SOP) Document Processor
CSC
09.2017 - 02.2020
Health Benefits Manager
DXC Technology
09.2014 - 09.2017
Roadside Assistance Counselor
AAA Mid Atlantic
01.2009 - 09.2014
No Degree - Massage Therapy
The National Massage Therapy Institute - Wilmington
High School Diploma -
North East High School