Teresa Applewhite
Helpdesk Supervisior
Zebulon,NC
Summary
Customer service oriented professional with healthcare industry experience. Accustomed to working in environments where accuracy and accountability are essential. Consistently model and inspire high levels of integrity. Follow policies, procedures, and guidelines to assure consistent quality.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
Helpdesk Supervisor
Department Of Health And Human Services
Raleigh, NC
11.2021 - Current
- Scheduled staff and delivered training materials and information.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Recruited, trained and supported help desk technicians and representatives.
- Responded promptly to incoming sales leads and requests for technical support.
- Documented support interactions for future reference.
- Scheduled and trained help desk employees.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed help desk consisting of 10 employees and conducted performance evaluations.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as MS Dynamics.
- Interview and Hire qualified staff
Program Coordinator
Department Of Health And Human Services
Raleigh, NC
05.2021 - 11.2021
- Train incoming employee's on inputting death certificates in system
- Supervise staff of 16
- Scan, upload and fax work to employees
- Keep up with employee progress and standings
- Complete various duties as needed
Data Entry Clerk
Department Of Health Human Services
Raleigh, North Carolina
11.2020 - 05.2021
- Added documents to file records and created new records to support filing needs.
- Sped up new software training in migration from NC Dave to MS Dynamics for 10 employees.
- Verified accuracy of computer system information by updating Account data.
- Coded and processed applications into required electronic formats.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
- Evaluated source documents to locate needed information.
Verbatim Hearing Reporter
Business Support Services
Raleigh, North Carolina
11.2017 - 03.2020
- Recorded via video equipment verbatim proceedings, phone hearings and provide transcript of proceedings for SSA Disability ADjudication and Review
- Conducted transcription, court reporting, closed captioning and Communications Access Realtime Reporting (CART)
- Called upon witnesses to testify under oath at court hearings
- Recounted previously recorded information to provide reference for proposed question or subject matter
- Produced written transcripts of verbal communications
- Reviewed transcriptions for accuracy in grammar, punctuation and spelling
- Utilized stenography machinery, audio and visual devices and specialty equipment to record legal transcripts
- Took verbatim notes of testimony in administrative proceedings using stenotype or voice writing
- Completed continuous capturing and special requests such as reading back portions of testimony
Education
Bachelor of Science - Healthcare Mangagement
Bellevue University
Bellevue, NE 01.2022 - Current
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL 09.2019 - 06.2020
Skills
Support policy planning
Microsoft Dynamics
Client relationship management
Ticket management
Computer Education Specialist
Report analysis
Detailed documentation
Scheduling
Service desk team management
Documentation and control
Strategic planning
Policy and procedure modification
Staff Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
High Academic Honors Recognition/ Awards: Honor Roll
Graduated from Ultimate Medical Academy with 3.97 GPA
Timeline
Bachelor of Science - Healthcare Mangagement
Bellevue University
01.2022 - Current
Helpdesk Supervisor
Department Of Health And Human Services
11.2021 - Current
Program Coordinator
Department Of Health And Human Services
05.2021 - 11.2021
Data Entry Clerk
Department Of Health Human Services
11.2020 - 05.2021
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
09.2019 - 06.2020
Verbatim Hearing Reporter
Business Support Services
11.2017 - 03.2020