Robin Kelsick II
Software Support
Richmond,KY
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Software Support and working in 24/7 uptime environment.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
IS Support Specialist
University of Kentucky
Lexington, KY
02.2024 - Current
- Supported social workers and mental health professionals in addressing various issues, including financial queries, login challenges, and certification discrepancies.
- Ensured all users had up-to-date certifications by auditing records and explaining system processes to users with clarity and patience.
Routed unresolved queries to appropriate departments, ensuring efficient resolution for complex issues. - Collaborated with a multidisciplinary team of support staff, mental health professionals, and educators to improve workflows, achieving a response rate of under 24 hours.
- Simplified processes for users with low computer literacy, reducing support requests by 20%.
- Created engaging social media shorts to highlight the organization’s innovative culture and contributions to the mental health field.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
CMS Help Desk
Sparksoft Corporation
Lexington, KY
05.2023 - 02.2024
- Managed high call volumes, often exceeding 100 calls per day, assisting insurance agents with issues related to selling insurance in the marketplace, including login problems and eligibility to sell
- Handled Tier 1 inquiries efficiently, escalating complex cases to appropriate departments for resolution while maintaining a professional and empathetic approach
- Delivered exceptional customer service, ensuring seamless transitions for clients in high-pressure environments, ensuring clear communication and problem resolution
- Collaborated with government programs such as Medicaid and private insurance providers like Blue Cross Blue Shield and United Healthcare, facilitating seamless communication and support for both agents and consumers
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Data Integration Support Specialist
Bitwerx
Lexington, KY
12.2021 - 05.2023
- Assisted software developers in supporting data conversion software used for transitioning veterinary data between PIMS (Practice Information Management Systems), ensuring consistent user and pet data retention despite structural changes
- Applied expert-level SQL knowledge to manage and query complex databases, and demonstrated a working understanding of C# and Linq for assisting in the development and execution of data conversion processes
- Worked with database connections and occasionally performed data conversions using conversion tools
- Collaborated cross-functionally with veterinary clinics, internal teams, software developers, IT professionals, and a dedicated team responsible for mapping out data structure names
- Maintained a strong attention to detail and technical proficiency while troubleshooting and resolving data conversion issues
- Created and managed tickets for data conversion issues, working directly with PIMS companies to ensure proper training and the successful resolution of issues
- Assisted in the creation of documentation for training and troubleshooting procedures, ensuring smooth transitions for client PIMS migrations
Education
Bachelor of Arts - Psychology
Eastern Kentucky University
Richmond, KY 08.2015 - 12.2019
Skills
Customer relationship management
Remote support
Ticket management
Technical assistance
Technical troubleshooting
Call management
Teamwork and collaboration
Computer skills
Problem-solving
Application support
Network troubleshooting
Debugging
Timeline
IS Support Specialist
University of Kentucky
02.2024 - Current
CMS Help Desk
Sparksoft Corporation
05.2023 - 02.2024
Data Integration Support Specialist
Bitwerx
12.2021 - 05.2023
Bachelor of Arts - Psychology
Eastern Kentucky University
08.2015 - 12.2019
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