Summary
Overview
Work History
Education
Skills
Timeline
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Stefanie Fleischman

Stefanie Fleischman

Service Desk Analyst
Phoenix,AZ

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Service Desk Analyst

HonorHealth
Phoenix, AZ
09.2021 - Current
  • Configured hardware, external devices, and software to set up workstations and equipment for remote and onsite employees.
  • Entered ServiceNow tickets into tracking system and routed to the correct support group to facilitate faster resolutions.
  • Assisted in troubleshooting the 200+ applications assigned to the Service Desk.
  • Identified network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Followed up with users to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted in managing the SharePoint site for our department, implementing Javascript to create new SharePoint features.
  • Regularly reviewing live Connect-PRD (Epic) sessions remotely to provide training and troubleshooting, checking account status, and security access of all Connect users.
  • Acted as first point of contact for any emergency issue for all HonorHealth hospitals and affiliated locations.
  • Judged the urgency of tickets and gathered information to route to the appropriate teams (Biomed, Epic, Security, Facilities, EVS and (40+) IT Support Teams).
  • Used s-account and administrative privileges to resolve daily IT related issues.

Freelance Web Developer

Self-employeed
Phoenix , AZ
08.2015 - 08.2021
  • Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX and JSON coding.
  • Provided front-end website development using WordPress, Hubspot and other editing software.
  • Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
  • Implemented Google-based SEO and ad campaigns to meet budget specifications.
  • Oversaw technical issues and troubleshooting requests to resolve user problems.
  • Coded websites using HTML, CSS, JavaScript and jQuery languages.
  • Engaged with clients to plan and optimize site issues and queries.
  • Developed technical solutions required to accommodate specific user-facing assets
  • Provided security maintenance and patching on website interface to maintain viability after launch.

Customer Service Representative

Money Mart Financial Services
Flagstaff, AZ
08.2019 - 04.2020
  • Completed 40+ cold/warm calls daily while handling 50+ in-person customers in a fast paced, high stress environment.
  • Responsible for closing and opening the store before and after closing hours.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Worked with severely at-risk communities. Built a strong rapport with clients and helped create a financially and physically safe space for those seeking help.
  • Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
  • Keyed highly sensitive customer security information and payment data into system carefully observing corporate confidentiality procedures.
  • Compiled closing packages for drafting and presentation accuracy.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

Account Manager

Discover Finacial Services
Phoenix, AZ
03.2016 - 08.2016
  • Worked in high stress, fast-paced call center environment.
  • Helped college students obtain financial aid through loan programs.
  • Accepted and processed account payments.
  • Processed unique financial profiles for undergrad and post-grad applications.
  • Handled sensitive security information of each applicant and cosigner in a responsible and respectful manner.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Explained very technical financial information to applicants in easy to understand language.
  • Monitored pipelines to track and log status of loans.
  • Compiled closing packages for drafting and presentation accuracy.
  • Developed prospects for new loans by conducting 100 cold calls weekly.

Account Manager

Discover Finacial Services
Phoenix, AZ
03.2015 - 09.2015
  • Worked in high stress, fast-paced call center environment.
  • Helped college students obtain financial aid through loan programs.
  • Accepted and processed account payments.
  • Processed unique financial profiles for undergrad and post-grad applications.
  • Handled sensitive security information of each applicant and cosigner in a responsible and respectful manner.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Explained very technical financial information to applicants in easy to understand language.
  • Monitored pipelines to track and log status of loans.
  • Compiled closing packages for drafting and presentation accuracy.
  • Developed prospects for new loans by conducting 100 cold calls weekly.

Education

High School Diploma -

Julian Charter High School
Cathedral City, CA
07.2011 - 07.2011

Skills

    Technical Support Triage

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Timeline

Service Desk Analyst

HonorHealth
09.2021 - Current

Customer Service Representative

Money Mart Financial Services
08.2019 - 04.2020

Account Manager

Discover Finacial Services
03.2016 - 08.2016

Freelance Web Developer

Self-employeed
08.2015 - 08.2021

Account Manager

Discover Finacial Services
03.2015 - 09.2015

High School Diploma -

Julian Charter High School
07.2011 - 07.2011

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Stefanie FleischmanService Desk Analyst