Shaila Touchton

• As a Remote Information Technology Specialist contractor for the IRS, I delivered comprehensive technical support across multiple tiers, handling a broad spectrum of tasks.
• My expertise included troubleshooting and resolving complex technical issues related to network infrastructure, software applications, and hardware devices.
• Key responsibilities encompassed Active Directory management, Group Policy administration, PowerShell scripting, and Microsoft 365 troubleshooting, alongside supporting enterprise systems and ensuring optimal server performance.
• I also provided top-tier support for specialized applications and devices, efficiently addressing issues with applications like Outlook, SharePoint, and Adobe, while managing VIP requests and network concerns.
• Through various communication channels, I ensured timely and effective problem resolution, documenting issues and contributing to knowledge base articles to enhance support processes.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

• Authored 1,000+ articles reaching 1 million readers, boosting engagement and visibility.
• Increased client website traffic by 10%-20% monthly through strategic content creation.
• Collaborated with international clients to produce diverse content, enhancing global reach.
• Developed academic notes for MA and PhD students, supporting advanced learning.
• Self-published three books, demonstrating initiative and publishing expertise.
• My writing portfolio includes business, research, technical, non-technical, and spiritual articles for numerous online magazines and blogs.
• Some of my notable clients include Sermon Central, Medium.com, Poem and Quotes.com, sermon Central and WorthFinding.com, among others and contributed Articles online to various platforms.

• Provided technical support for various systems and devices.
• Troubleshooted and resolved issues with printers, software applications, and network problems.
• Installed and configured antivirus programs and managed tickets.
• Delivered exceptional technical support, enhancing user satisfaction and fostering positive relationships through effective communication.
• Resolved complex network issues, significantly reducing downtime and improving operational efficiency across multiple departments.
• Monitored system performance and identified trends, enabling proactive maintenance and minimizing future disruptions.

• As a Remote Specialty Customer Support, for CVS, key responsibilities included managing prescription-related tasks like handling refill calls and processing payments while ensuring HIPAA compliance and accurate treatment plans.
• Supported registered pharmacists in dispensing specialty medications, streamlining prescription processing to reduce wait times and boost customer satisfaction.
• By prioritizing data security and HIPAA compliance, trust was established among patients and healthcare providers, promoting a high level of care and service delivery and Learned and adapted quickly to new technology and software applications.

• As a technical support specialist, I provided comprehensive assistance to 21 clients, resolving software, hardware, and networking issues.
• By utilizing a structured ticketing system, I streamlined issue tracking and enabled faster resolution times, resulting in enhanced system performance and minimal downtime.
• Through thorough troubleshooting analysis and installing/configuring new systems, I delivered expert technical support that improved user experience, operational efficiency, and client satisfaction, while maintaining accurate records that contributed to an improved knowledge base and service quality.

• I assisted veterans with healthcare plans, providing empathetic support and fostering trust to enhance service satisfaction.
• By streamlining appointment scheduling, I reduced wait times and elevated the client experience and customer satisfaction metrics.
• Coordinating with healthcare providers ensured timely communication, and maintaining accurate records supported operational excellence and compliance, ultimately driving service efficiency.

• Responded to High Volume inbound calls, chats, and emails for Bank of America clients.
• Resolved issues related to banking accounts, prepaid cards, and debit/credit cards.
• Escalated high-risk calls to specialized departments for further assistance, multitasked to handle diverse customer needs prioritizing tasks to keep up with challenging deadlines while maintaining excellent call quality standards and adhering to KPI.

• Managed healthcare provider calls, ensuring efficient support and HIPAA compliance and addressed Medishare enrollment and eligibility queries and Provided exceptional customer support to healthcare providers and customer support, enhancing provider trust and ensuring seamless communication across healthcare channels.

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• As a technical support specialist for Blue Cross Blue Shield, I ensured HIPAA compliance while troubleshooting healthcare software and managing Electronic Health Record (EHR) systems.
• I delivered empathetic customer support, addressing inquiries and fostering positive relationships to enhance client satisfaction.
• By partnering with cross-functional teams, I significantly reduced software issue resolution times and improved service quality.
• Additionally, I developed training materials for end-users, facilitating smoother transitions to new software and promoting a culture of continuous improvement, ultimately driving user efficiency and client loyalty.

• As a technical support specialist for Apple devices, I delivered exceptional customer service by troubleshooting and resolving software and hardware issues via phone, email, and chat.
• I guided users through technical issues, iOS device setup, and software updates, fostering trust and enhancing customer satisfaction.
• By developing user-friendly guides, I empowered customers to resolve common issues independently, reducing support dependency and driving loyalty.

• As a technical support specialist, I delivered exceptional service to Mac and iOS users, troubleshooting technical issues and prioritizing customer satisfaction.
• By engaging with customers and maintaining a positive attitude, I provided effective solutions that enhanced customer satisfaction and ensured timely issue resolution.
• Through collaboration with cross-functional teams, I helped streamline support processes, fostering a shared commitment to customer service excellence and driving positive outcomes for users.