Sandra C. Merritt
Hawthorne,CA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Overview
5
5
years of professional experience
Work History
IT SUPPORT AND DISASTER RECOVERY INTERN
Jowach Technologies
08.2023 - 02.2024
- Actively engaged with end-users in a professional and empathetic manner, ensuring a positive customer experience during technical support interactions
- Played a key role in disaster prevention by implementing and testing backup solutions, ensuring data integrity and contributing to the development of a comprehensive disaster recovery plan
- Worked closely with team members to conduct hardware diagnostics, identify faulty components, and perform necessary repairs and replacements, resulting in a 20% reduction in recurring hardware issues
- Participated in cross-functional collaboration with the procurement team to monitor and maintain IT inventory, tracking hardware and software assets, and updating records for efficient procurement processes
- Provided customer care by actively listening to end-users' concerns, addressing queries, and explaining technical solutions in a user-friendly manner, fostering positive interactions and enhancing overall team performance
- Collaborated with senior IT professionals to implement security measures, including antivirus updates, system patches, and user awareness programs, contributing to a more secure IT environment through effective teamwork
- Participated enthusiastically in weekly team meetings, offering insights and suggestions for process improvement, demonstrating a commitment to collaborative learning, professional development, and disaster preparedness.
- Participated in workshops and presentations related to projects to gain knowledge.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Conducted regular reviews of operations and identified areas for improvement.
IT SUPPORT INTERN
Skypower Secure Solutions Inc
05.2023 - 08.2023
- Conducted hardware diagnostics, identified faulty components, and performed necessary repairs and replacements, resulting in a 20% reduction in recurring hardware issues
- Assisted in the installation and configuration of operating systems, software applications, and peripheral devices, ensuring seamless integration with existing systems
- Monitored and maintained IT inventory, tracking hardware and software assets, and updating records to streamline the procurement process
- Contributed to the documentation of troubleshooting procedures and resolutions, creating a knowledge base that enhanced the efficiency of the IT support team and facilitated future issue resolution
- Actively participated in weekly team meetings, providing insights and suggestions for process improvement, demonstrating a commitment to continuous learning and professional development.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Assisted in the planning and execution of company events, resulting in increased employee engagement and satisfaction.
- Explored new technologies and approaches to streamline processes.
ATE Consultant (Ambulatory)
McLeod Health Loris SC
11.2022 - 12.2022
- Provided support in creating different types of Notes e.g
- Progress, H &P, Consult Notes etc
- Created preference lists and smartest for providers
- Provider Dragon support
- Trained providers on charting using the epic system
- Trouble shoots any arising problems with the EMR system
- Engaged in troubleshooting and submitted/followed-up on work tickets to resolve problems in the newly implemented electronic health record
- Created Tickets and track submitted pending tickets.
- Reduced downtime during transitions by effectively troubleshooting and resolving technical issues.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
ATE Consultant
Trinity Health Rhawn PA
10.2022 - 11.2022
- Epic Ambulatory Go Live in a family medicine clinic, supported Dr
- S Nurses and ancillary staffs on the proper workflow using documentation using rooming, plan, and wrap up activity button to navigate throughout a patient’s chat
- Inpatient Go Live Consultant supporting (DR’s, Nurses)
- Meeting with Providers one on one to answer workflow questions, map out Workflows in line to their specialty and pass them along to the advisory board for deliberation
- Participated in workflow assessment and user action testing
- Supported providers on complete documentation
- Engaged in troubleshooting and submitted/followed-up on work tickets to resolve problems in the newly implemented electronic health record.
Operations Manager, Customer Experience
Skypower Secure Solutions Inc
02.2019 - Current
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Fostered a positive work environment that supported employee engagement and retention.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Enhanced customer satisfaction by streamlining service delivery processes and implementing quality control measures.
- Trained new hires, providing information, and insight into corporate policies and procedures.
- Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
- Directed resource allocation, ensuring optimal utilization of personnel, equipment, and facilities in alignment with business goals.
- Increased overall efficiency by automating repetitive tasks and optimizing workflow.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
Education
BSC Computer Science -
Babcock University
Ogun State Nigeria2017
Skills
- Command-line utilities, diagnostic tools
- Windows 10, Linux (Ubuntu, CentOS)
- Microsoft Office Suite, antivirus programs
- CPU, RAM, motherboard, storage devices, etc
- TCP/IP, DNS, DHCP, LAN/WAN, routers, switches
- Technical Documentation
- Call Center Operations
- Database Management
- Help Desk Support
- Epic implementation experience
- Inventory Tracking and Management
- Data Management
Skill Sets
- Hardware: Installation, configuration, and troubleshooting of desktops, laptops, and peripherals.
- Operating Systems: Proficient in Windows and Linux environments.
- Networking: Basic understanding of networking principles, protocols, and configurations.
- Security: Knowledge of cybersecurity fundamentals.
- Troubleshooting: Strong problem-solving skills and ability to diagnose and resolve technical issues.
- Customer Service: Excellent communication and interpersonal skills.
- Epic Care Inpatient and Outpatient
- Risk Identification
- Servant Leadership
- Azure DevOps
- Implementation and Go Live Support
Timeline
IT SUPPORT AND DISASTER RECOVERY INTERN
Jowach Technologies
08.2023 - 02.2024
IT SUPPORT INTERN
Skypower Secure Solutions Inc
05.2023 - 08.2023
ATE Consultant (Ambulatory)
McLeod Health Loris SC
11.2022 - 12.2022
ATE Consultant
Trinity Health Rhawn PA
10.2022 - 11.2022
Operations Manager, Customer Experience
Skypower Secure Solutions Inc
02.2019 - Current
BSC Computer Science -
Babcock University
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