Summary
Overview
Work History
Education
Skills
Certification
Assessments
Personal Information
Timeline
Generic

Regina Westfall

St. Louis,MO

Summary

Hi, there! Thanks for considering me for your company, and team. I am an enthusiastic, tech savvy, and innovative individual. With over 8 years of seasoned experience in the Financial Industry, as well as Health Care. Specializing in Technical Support, I.T. Support, and Data Analyst. I am a proactive and goal-oriented professional with excellent time/team management and problem-solving skills. Known for having outstanding work ethic, critical thinking skills, adaptability, and a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Along with demonstrating strong analytical, communication, and teamwork skills with a proven ability to adapt to new environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Client Support/Junior Data Analyst

Zelis
10.2024 - Current
  • Analyzed large datasets for identifying key trends and patterns to support decision-making.
  • Gathered data from various sources to support business analytics efforts.
  • Assisted in the design of dashboards to monitor key performance indicators.
  • Improved efficiency in data retrieval, optimizing database queries.
  • Continually updated professional knowledge through participation in relevant training programs, workshops, and conferences, ensuring adherence to best practices within the field of data analytics.
  • Collaborated with cross-functional teams to develop data-driven insights and recommendations for business improvements.
  • Enhanced collaboration between departments by developing standardized metrics and KPIs for measuring performance across various functions within the organization.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
  • Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
  • Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
  • Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to common client challenges.
  • Reduced average case resolution time, implementing more effective diagnostic tools and procedures.
  • Enhanced team efficiency through implementation of new ticketing system that streamlined support requests.
  • Reduced response times for client inquiries, implementing prioritization strategy that focused on urgent issues first.

IT Application Support Analyst

Thrivent Financial
04.2024 - 10.2024
  • Serving as level 2/3 I.T
  • Support and Admin
  • Supporting customers thru Servicenow tickets, emails, remoting into there computers for complex technical issues
  • Supervising technical support email buckets, doing reports, Scheduling report consults
  • Using Salesforce as a point of user info, data, Scheduling, building reports, book share etc
  • Using Azure to help with Outlook delegations, administration work and credentials
  • Developed and maintained knowledge base articles and documentation for common application issues, reducing average resolution time by 80%
  • Conducted user training sessions to educate employees on new features and functionality of applications
  • Assisted in the testing and implementation of software updates or enhancements to improve application performance
  • Monitored application logs and alerts to proactively identify potential issues or bottlenecks before they impacted end-users
  • Worked closely with vendors or third-party providers to troubleshoot integration issues between different systems or platforms
  • Participated in incident management processes, following established protocols for escalation and resolution of critical incidents
  • Managed user access permissions for various applications based on defined security policies and role-based access controls (RBAC)
  • Identified opportunities for process improvements within the support function, leading initiatives that resulted in 91% increase in efficiency
  • Coordinated with infrastructure teams to ensure proper server resources were allocated for optimal application performance
  • Provided timely communication updates regarding ongoing incidents or outages impacting multiple users
  • Analyzed system logs and error messages to diagnose root causes of recurring issues
  • Investigated security incidents related to applications, working closely with the information security team
  • Demonstrated expertise in various application frameworks and technologies such as Java, .NET, or Salesforce
  • Piloted self-service knowledge base portal for end-users, reducing dependency on support staff by 88%
  • Drove continuous improvement efforts by analyzing trends in support tickets data and implementing preventive measures
  • Gathered feedback from end-users regarding usability issues or enhancement requests, advocating for improvements when necessary
  • Provided technical support and troubleshooting for applications, resolving 93% of issues within SLA timeframes
  • Collaborated with cross-functional teams to identify and resolve application-related problems, ensuring minimal impact on business operations

IT Support Specialist Lead

Anthem
06.2018 - 02.2024
  • Tier 2 technical support lead, and assisting with managing caseloads and adherences to department goals/policies
  • Working in call-center environment/corporate office, making outbound and inbound calls
  • Managing customer accounts, quoting benefits, appeals, claims, and grievances
  • Also sending faxes and working with providers provided over-the-phone computer troubleshooting
  • Helped users with PC-to-PC networking programs
  • Handling helpdesk reporting and ticketing
  • Experienced with various network connections in a wide range of situations
  • Analyzing customers configuration and effectively using internal and external resources such as knowledge-bases, user/admin manuals, and internet resources to troubleshoot the problems
  • Taking detailed and precise notes about the troubleshooting steps and customer interactions
  • Adding personalized professional responses to customer emails and chats to have a more one on one experience with a live representative

Education

Associate of Science - Information Technology

Saint Louis Community College
St. Louis, MO
05-2025

High school diploma -

River View High School
St. Louis, MO
05.2012

Skills

  • Team Management
  • Team Leadership
  • Jira
  • Creating/Updating Knowledge Articles
  • Customer Support
  • Microsoft Outlook
  • Technical support
  • SQL
  • Email Support
  • Troubleshooting
  • Microsoft SQL Server
  • Live chat
  • ServiceNow
  • Ticketing
  • Microsoft OneNote
  • JavaScript
  • Active Directory
  • Computer Networking
  • Saas
  • Salesforce
  • Operating systems, networking technologies/protocols, and software applications
  • Remote Access Software
  • Salesforce Service Cloud
  • Oracle
  • Microsoft Teams
  • API
  • Software troubleshooting
  • Microsoft Excel
  • Microsoft SharePoint
  • Network Support
  • VPN
  • Desktop Support
  • Organizational skills
  • Time management
  • Microsoft Office
  • Microsoft Word
  • APIs
  • CRM software
  • Zendesk
  • SharePoint
  • Help desk
  • IT support
  • Network Administration

Certification

  • CompTIA A+
  • CompTIA Security+
  • CompTIA Network+
  • Driver's License
  • CCNA
  • MCSE
  • MCSA

Assessments

  • Administrative assistant/receptionist, Proficient, 04/01/22
  • Verbal communication, Proficient, 12/01/23
  • Written communication, Proficient, 03/01/24
  • Work style: Reliability, Proficient, 04/01/22
  • Technical support: Customer situations, Proficient, 12/01/23
  • Software developer fit, Proficient, 02/01/24
  • Work style: Professionalism, Proficient, 12/01/23
  • Call center customer service, Proficient, 06/01/22
  • Customer focus & orientation, Proficient, 04/01/22
  • Customer service, Proficient, 04/01/22

Personal Information

Authorized To Work: US

Timeline

Client Support/Junior Data Analyst

Zelis
10.2024 - Current

IT Application Support Analyst

Thrivent Financial
04.2024 - 10.2024

IT Support Specialist Lead

Anthem
06.2018 - 02.2024

High school diploma -

River View High School

Associate of Science - Information Technology

Saint Louis Community College

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Regina Westfall