Raelynn Lasonde

• Triage and resolve Tier 1–2 incidents via ServiceNow; consistently meet SLA targets and manage escalation

lifecycles.

• Implemented a step-by-step troubleshooting flow for common issues, decreasing average handle time by 30%

(est.).

• Manage Active Directory provisioning and password resets for 450 users (est.); enforce MFA and least-

privilege access.

• Create knowledgebase articles that improved first-call resolution by 22% (est.) and sped onboarding.

• Support pharmacy management systems and insurance portals; resolved claim-sync issues and improved

order turnaround by 18% (est.).

1• Ensure HIPAA-compliant handling of PHI; audit access logs and remediate discrepancies within SLA.

• Coach frontline staff on technical workflows, increasing pharmacy system uptime to 99.2% (est.).

• Provided on-site and remote technical support to users.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
• Installed new hardware and software, patched systems and configured settings.
• Directly supported in-house service ticket software for non-emergency user-related issues.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Assisted over 35 clients daily by gaining remote access to computers and manipulating applications.
• Purchased, setup and installed new computers
• Provided technical support for hardware and software issues, enhancing user productivity.
• Diagnosed and resolved IT-related problems, ensuring minimal disruption to operations.
• Maintained inventory of IT equipment, ensuring availability for users.
• Assisted in the installation and configuration of desktop systems and peripherals.
• Collaborated with team members to streamline support processes and improve response times.
• Trained end-users on software applications, fostering greater self-sufficiency among staff.

• Provided high-volume remote support for claimant users; guided secure portal usage and digital forms.

• Cataloged top user pain points and collaborated with IT to improve portal usability, reducing repeat incidents

by 28% (est.).

• Managed sensitive data access requests and identity verification procedures.

• Monitored overnight network operations, responded to alerts, and coordinated critical incident escalations.

• Performed firmware updates and patching procedures; authored nightly performance and trend reports used

in monthly reviews.

• Monitored enterprise systems with SolarWinds and Splunk; conducted RCA that reduced recurring incidents.

• Automated routine checks with Bash scripts, saving 6 hours/week (est.) in manual monitoring.

• Worked within care access and monitoring team to offer clerical and data entry support for members requiring hospitalization and utilization review for healthcare services.
• Provided exceptional remote support for off-site employees experiencing technical difficulties, ensuring minimal interruption in their workdays.
• Provided remote support for off-site employees experiencing technical difficulties related to their MacOS devices.
• Provided remote support to clients worldwide, demonstrating adaptability in working across various time zones and cultural contexts.
• Supported remote users by resolving connectivity issues and providing guidance on utilizing virtual desktop environments effectively.
• Resolved customer issues promptly by working closely with support teams to address concerns or escalate as needed.

• Handled advanced technical escalations and mentored Tier 1 staff on troubleshooting best practices.

• Configured DNS, DHCP, and VPNs to ensure secure remote connectivity for end users.

• Answered over 50-60 customer telephone calls daily promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Actively listened to customers, handled concerns quickly, and escalated major issues to thesupervisor.
• Performed customer inquiries and suggestions courteously and professionally.
• Resolved customer inquiries through phone and email, ensuring prompt and accurate responses.
• Assisted in managing customer accounts, providing effective solutions to enhance satisfaction.
• Collaborated with cross-functional teams to address complex issues and improve service processes.
• Utilized CRM software to track interactions and maintain detailed customer records.
• Created and maintained detailed database to develop promotional sales.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Helped with a large amount of customer concerns in regards to Student loans
• Resolved customer inquiries efficiently through phone, email, and chat channels.
• Provided product information and troubleshooting assistance to customers promptly.
• Monitored service metrics to identify areas for improvement in customer satisfaction.
• Led initiatives to streamline communication protocols between departments for improved response times.