Shaunice Pou
Montgomery,AL
Summary
Versatile Help Desk Technician boasting relevant experience in troubleshooting software and hardware issues, as well as providing customer service in technical environments. Strong skills include problem-solving, communication, and diagnostic abilities. Demonstrated impact by increasing efficiency and user satisfaction in previous roles through quick resolution of IT problems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Air Force National Guard
Montgomery, AL
12.2018 - Current
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Created user accounts, maintained system documentation, tested and evaluated new technology.
- Ensured compliance with established standards, policies, and procedures.
- Monitored performance and maintained systems according to requirements.
Claims Representative
CVS Caremark
Beaufort , SC
10.2021 - 02.2022
- Documented changes in claim statuses using specialized software systems.
- Conducted research into medical terminology related to healthcare claims processing activities.
- Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
- Developed strategies to reduce the number of denied or delayed claims within assigned portfolio.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Filed appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
Pharmacy Technician
Publix
Montgomery, AL
03.2019 - 03.2020
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
Education
Bachelor of Science - Information And Computer Systems
05-2026
Skills
- User Access Management
- Ticket management
- Server troubleshooting
- Computer workstation setup
- Analytical Problem Simulation
- Network support
Certification
- Comptia Security +
References
References available upon request.
Timeline
Claims Representative - CVS Caremark
10.2021 - 02.2022
Pharmacy Technician - Publix
03.2019 - 03.2020
Help Desk Technician - Air Force National Guard
12.2018 - Current
Southern New Hampshire University - Bachelor of Science, Information And Computer Systems
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