Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Raven Mengo

Atlanta,GA

Summary

Innovative and experienced IT Service Analyst with over seven years in customer service and technical support roles with in-depth experience in troubleshooting, technical support, and customer service. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Skilled in managing IT incidents, providing technical solutions, and maintaining system performance with high standard of quality. Known for clear communication, problem-solving abilities, and commitment to excellence in every task.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst I

Wellstar Heath System
10.2024 - Current
  • Provided technical support and troubleshooting for hardware and software issues across various platforms.
  • Managed ticketing system to ensure timely resolution of user requests and incidents.
  • Collaborated with cross-functional teams to identify and implement process improvements in service delivery.
  • Developed user documentation and training materials to enhance end-user understanding of IT systems.
  • Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.

SR. Accounts Receivable Analyst

Aldridge | Pite LLP
03.2020 - 08.2024
  • Conduct / Manage / Support an average of 50 customer calls daily
  • Handle daily tasks related to collection efforts for a portfolio of customer accounts.
  • Lead the customer resolution process and liaison connections to other internal stakeholders.
  • Communicate effectively and support collection goals; ensure best-in-class customer service.
  • Collaborate with field contacts and escalate significant issues to the Accounts Receivable Supervisor.
  • Utilize customer service skills to ensure collection efforts maintain customer relationships.

Computer Tech I

Geek Squad
01.2019 - 02.2020
  • Configured hardware and software for customers and employees needing service.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Communicated current with system information, changes and updates internally and with customers; personally stayed abreast of the latest technology trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • (Contract)

Operations Manager

Portfolio Recovery Associates
11.2017 - 01.2019
  • Managed designated domestic and international customer accounts, including persistent follow-up on overdue and upcoming invoices, resolving payment disputes and ensuring accurate account and payment reconciliation.
  • Researched compliance issues and recommended changes that assure compliance with contract obligations.
  • Recorded all actions via the ERP system using appropriate coding; subsequently engaged with customers to guarantee the timely completion of payments.
  • Supported the onboarding process for new team members and assisted in training and performance reviews of each employee.
  • Performed month-end closing tasks; maintained associated goals and standards expected on monthly basis.

Account Specialist & Help Desk Support

Sentara Health
06.2015 - 11.2017
  • Performed disbursement functions (Accounts Payable, Payroll, and Billing activities) to maintain accounting operations functions for the health system.
  • Ensured accurate documentation for billing coding and payment processing. Reviewed patient records, claims, and invoices to identify errors and discrepancies.
  • Supervised employees in Accounting Department & Help Desk Support area by providing training, performance plans, and annual feedback.
  • Contributed to quality improvement initiatives within the organization and help desk by identifying enhancements for patient service delivery and workflow efficiency.
  • Assisted with customer calls and complaints; filed using ticketing system (SalesForce) and monitored resolution efforts.

Education

Bachelor of Science - Business Management

Norfolk State University

Skills

  • Incident Reporting
  • SalesForce
  • MS Office Suite
  • EPIC Modules
  • ITIL framework
  • NetSuite
  • Operating systems
  • Remote Apps / VPN
  • Collections
  • SAP/ERP
  • Hardware / Software Install & Support
  • Superb Written / Verbal Communication

Certification

CompTIA A+ Certified

Timeline

IT Service Desk Analyst I

Wellstar Heath System
10.2024 - Current

SR. Accounts Receivable Analyst

Aldridge | Pite LLP
03.2020 - 08.2024

Computer Tech I

Geek Squad
01.2019 - 02.2020

Operations Manager

Portfolio Recovery Associates
11.2017 - 01.2019

Account Specialist & Help Desk Support

Sentara Health
06.2015 - 11.2017

Bachelor of Science - Business Management

Norfolk State University

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