Shaila Touchton
Lakeland,USA
Summary
Dynamic IT Specialist with extensive experience at Abbtech Professional Resources, adept at troubleshooting complex issues and delivering exceptional customer support. Proficient in Active Directory and passionate about enhancing user experiences. Recognized for effectively resolving high-stakes technical challenges, demonstrating strong communication skills and a commitment to excellence in service delivery.
Overview
20
20
years of professional experience
Work History
Remote Information Technology Specialist
Abbtech Professional Resources Inc
02.2023 - Current
- As a Remote Information Technology Specialist contractor for the IRS, my responsibilities encompassed a wide range of technical support tasks
- My primary duties included unlocking and resetting passwords, troubleshooting Cisco Jabber and Cisco Finesse issues, and resolving LAN and WAN problems
- Additionally, I performed SEE registration and unregistration, smart card issue troubleshooting, and ERAP AnyConnect VPN issue resolution
- I also provided technical assistance for Outlook, printer configuration and troubleshooting, firmware updates, and common printer error code resolution
- My expertise extended to resolving ITM issues, Entrust, Concur, Adobe, Qwert, and SharePoint problems
- I efficiently handled VIP Premium members, and M365 issues, network drive concerns, mobile laptop, monitor, peripheral devices, scanner, and fax issues
- As the initial point of contact, I responded to customer inquiries via phone, email, and chat, providing timely technical assistance and support
- I documented and followed up on customer issues, writing knowledge base articles and ensuring effective problem resolution
- My proficiency in installing, configuring, modifying, and repairing computer hardware and software enabled me to deliver comprehensive technical support
REMOTE Project based Customer Support specialty Pharmacist
Continuum Global Solutions
10.2022 - 12.2022
- I served as a Prescription Support Specialist, handling refill calls, tracking order status, processing payments, and verifying health insurance providers
- Additionally, I ensured accurate treatment plans for patients by notifying doctors and verifying prescriptions
- I also provided support to registered pharmacists, assisting with activities related to dispensing specialty medications, ensuring efficient and quality patient care
- My responsibilities demonstrate strong attention to detail, effective communication skills, and a patient-centered approach to healthcare services
REMOTE Desktop Support Service
Netfor Services Inc
05.2022 - 06.2022
- As an IT Service Desk Support Specialist, I provided technical assistance to 21 clients, including Civix, Clear Object, Goodwill Central IN Tech, and more
- My responsibilities involved resolving software, hardware, and networking issues, as well as supporting client tools
- I worked with a ticketing system to monitor and troubleshoot technical difficulties, performing triage and resolution of trouble tickets
- Additionally, I installed new hardware and software, performed troubleshooting analysis of servers and workstations, and utilized Active Directory to reset network passwords
- My expertise extends to supporting Microsoft Operating Systems and resolving VPN connectivity issues, ensuring seamless technical support to our clients
Remote Customer Support
Medical Cognitive System
02.2021 - 03.2021
- I had a brief stint with Medical Cognitive Systems, where I served as a Customer Service Appointment Scheduling representative for veterans on behalf of the Department of Veteran Affairs
- My responsibilities included managing both incoming and outgoing calls, scheduling, rescheduling, and cancelling appointments for veterans and healthcare providers, and conducting follow-up calls related to Tri healthcare plans
- This role allowed me to hone my communication and organizational skills while ensuring seamless appointment scheduling and coordination for our esteemed veterans
Remote Customer Support
TTEC
07.2020 - 10.2020
- As a remote customer support representative for TTEC's Bank of America project, I successfully resolved client inquiries related to banking accounts, prepaid cards, and debit/credit cards
- I efficiently navigated multiple computer applications while providing timely and accurate solutions to customers
- My responsibilities included addressing customer concerns regarding suspended accounts, fraud, and activation, as well as escalating high-risk calls to the fraud and risk claim departments
- Additionally, I have hands-on experience in updating and making changes to customer accounts, and effectively handling returns and complaints
Remote Customer Support for Health Providers
Christian Health Care Ministry (Medishare)
03.2020 - 06.2020
- Company Overview: FL, USA
- As a Remote Customer Support Representative for Medishare Health Services, I worked on a short-term contract, handling inbound calls from healthcare providers
- My responsibilities included HIPAA verification for customers, following guidelines, methods, procedures, and policies related to healthcare software
- Answering calls regarding Medishare enrollment, eligibility, provisions, and prenotification of surgeries (with CPT codes and NPI lookups)
- Responding to provider inquiries and complaints, resolving issues promptly and courteously
- I ensured timely and effective support for healthcare providers, efficiently addressing their concerns, and contributing to smooth operations in the Healthcare Project
- FL, USA
Remote IT help Desk
TELETECH
09.2019 - 03.2020
- Company Overview: work from Home
- As a seasoned Technical Support Specialist, I have extensive experience providing top-notch assistance to customers via phone, email, and chat
- My expertise includes troubleshooting technical issues, password resets, and resolving login problems
- I have worked on high-profile projects like the Healthcare Project for Blue Cross Blue Shield, where I ensured HIPAA compliance and adhered to industry-specific guidelines
- I excel in addressing customer inquiries and complaints, providing timely solutions with patience, and understanding
- My proficiencies extend to upgrading products and services, supporting computer hardware and software issues, and maintaining system networks
- I excel in documenting support interactions, escalating complex issues to senior teams, and delivering exceptional customer satisfaction
- Work from Home
Remote Tech /Customer Support Adviser
Concentrix
01.2019 - 04.2019
- As a Remote Tech/Customer Support Advisor (Tier 1) at Concentrix, I provided technical support and customer service to Apple device users through phone, email, and chat
- My responsibilities included troubleshooting and resolving software and hardware issues, creating tickets, and escalating calls to the appropriate department
- I utilized available resources and article database systems to research and resolve technical issues related to internet connectivity, email, application downloads, and more
- Additionally, I assisted customers with iOS device setup, software updates, and hardware repairs, ensuring efficient problem-solving and excellent customer service
- I maintained stable performance under pressure, multitasking between customer calls and logging case notes
- I stayed up to date with the latest Apple products, services, and procedures to provide accurate and effective support
Remote Tech /Customer Support Adviser
Transcom Worldwide
06.2018 - 07.2018
- In my role as a Remote Tech/Customer Support Adviser (Tier 1 and Tier 2) at Transcom, I effectively addressed product and service inquiries from Mac Computer and iOS device users by leveraging my technical expertise and passion for exceptional customer service
- I provided timely solutions through multiple channels (phone, chat, and email) and fostered strong relationships with customers, partners, and program members
- As an AppleCare Technical Support Advisor, I employed probing skills to identify root causes and utilized thorough troubleshooting methods to deliver effective solutions
- I prioritized building rapport and demonstrated strong interpersonal skills in every customer interaction
- In challenging situations, I remained composed and patient to ensure a positive experience
- Additionally, I conducted research using various computer systems and databases to provide comprehensive support to wireless customers through phone calls
Help Desk/ Technical Support
The Computer-Generated Solutions, Inc
08.2005 - 03.2006
- Company Overview: Tampa, FL
- Provided comprehensive technical support for various systems and devices, including LANDesk, remote control, Blackberry devices, Dell servers, wireless networks, and Honeywell Global Remote users
- Troubleshot and resolved issues with printers, Office XP, Lotus Notes, Outlook environments, Adobe Acrobat, and network and hardware/software problems
- Installed and configured antivirus and spyware programs like McAfee and Norton
- Managed tickets from opening to closure, researching issues, documenting resolutions, and escalating when necessary
- Demonstrated strong research skills using computer-based resources
- Resolved username and password issues, data sharing and synchronization problems, and uninstalling and reinstalling software applications
- Verified proper hardware and software configuration and setup, power cycled devices, navigated customers through application menus, and troubleshot email issues
- Utilized strong organizational and time management skills to efficiently resolve issues
- Identified and implemented hardware and software solutions, diagnosed and repaired faults, resolved network issues, and installed and configured hardware and software
- Effectively communicated with customers to quickly understand and resolve their problems
- Tampa, FL
Education
Bachelor’s Degree - Electrical and Electronics Engineering
NMAMIT
Nitte, India05.2001
Skills
- Win 10
- Win8
- Win7
- Vista
- XP
- 2000
- NT
- Win9x
- DOS
- Basic Linux
- Windows Server 2003
- Windows Server 2008
- Windows Server 2012
- Windows Server 2016
- Windows Server 2019
- Cisco Ip Communicator
- Cisco Jabber
- Aspect System Management
- MS Office Suite 2003-2013
- Nice monitoring systems
- Antivirus
- HP Print
- Google docs
- Office 365
- Microsoft Server 2000
- Microsoft Server 2003
- Smartphones
- IPhone
- Android
- Windows
- Zendesk
- Sales force
- Basic knowledge of Linux
- Basics of Cybersecurity
- PC Basics
- Hardware
- Operating systems
- Applications
- Dell
- IBM
- HP/Compaq
- Net gear
- Cisco
- Intel
- Lexmark
- Canon
- UPS Store POS system Issues
- Business station Computer issues
- Ingenico Pin pad issues
- Epson Receipt Printer
- Barcode Scanners
- Dymo Label Writer 450
- Cash Drawer
- USB Printers
- Fingerprint Scanner
- Mettler Toledo Scale UPS Back-office Machines issues
- Active Directory
- Tcp/Ip
- DNS
- Switch and Router Configuration
- Wireless
- VMware
- Fortinet VPN
- Home networking services
- Computer Maintenance
- Troubleshooting databases
- Mobile
- Networking
- Security
- Troubleshooting
- Ghost
- McAfee
- Norton
- Trend
- Microsoft Exchange
- Macromedia
- Adobe
- Citrix XenApp
- Remote desktop services
- Installation
- Configuration
- Troubleshooting end-end access
- LANDesk
- VMWare Virtualization systems
- Setup
- Support
- SEO
- Remote support tools
- Log-Me-In
- Bomgar
- Go to assist
- Sharemypcnow
- Remote Desktop
- Search engines
- Website research
- Google Analytics
- Basic concepts of Cyber Security
- Quickbook Pro
- MPOS troubleshooting
- Configuration issues
- Pinpad devices
- Office 365 issues
- Windows and xtore issues
- Barcode Scanner
- Pinpad issues
- Receipt Printer Troubleshooting
- Harsco portal
- Troubleshooting issues
- Steripak WMS Label printer issues
- Fortinet VPN issues
- Next Gen Tech issues
- Dameware Technical Support Operational related issues
- Jira Ticketing System
- Service Now
- Salesforce
- CRM dashboard
- Manage engine
- Remedy
- Live agent
- Trouble shooting Sky Control
Work Status
United States Citizen
References
- Ambrosecchia Thomas M, 516-383-3580
- Cavallucci Leonora G, 215-410-6530
- Calvin Bembri, 706-267-8588
Preferred Work Hours
Overnight remote/telework shift in Eastern Standard Time (EST).
Personal Information
Location Preference: Tampa/Lakeland, Florida
Timeline
Remote Information Technology Specialist
Abbtech Professional Resources Inc
02.2023 - Current
REMOTE Project based Customer Support specialty Pharmacist
Continuum Global Solutions
10.2022 - 12.2022
REMOTE Desktop Support Service
Netfor Services Inc
05.2022 - 06.2022
Remote Customer Support
Medical Cognitive System
02.2021 - 03.2021
Remote Customer Support
TTEC
07.2020 - 10.2020
Remote Customer Support for Health Providers
Christian Health Care Ministry (Medishare)
03.2020 - 06.2020
Remote IT help Desk
TELETECH
09.2019 - 03.2020
Remote Tech /Customer Support Adviser
Concentrix
01.2019 - 04.2019
Remote Tech /Customer Support Adviser
Transcom Worldwide
06.2018 - 07.2018
Help Desk/ Technical Support
The Computer-Generated Solutions, Inc
08.2005 - 03.2006
Bachelor’s Degree - Electrical and Electronics Engineering
NMAMIT
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