Teresa Benedetti
Surprise,AZ
Summary
Self-motivated and creative individual with a passion for problem-solving, both independently and collaboratively. Strong troubleshooting skills, excellent diagnostics, and repair abilities, with meticulous attention to detail and a methodical approach. Skilled technical support analyst with extensive experience in technical support and operations. Thrives in fast-paced environments and excels at swiftly resolving issues while ensuring high customer satisfaction.
Overview
22
22
years of professional experience
Work History
Technical Support Engineer
ChargePoint
08.2021 - 09.2024
- Overnight crew member that works on company projects, meets deadlines, and provides customer support to driver’s and station owners
- Created repair work orders and order parts for partner technicians.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
Technical Support Specialist II
Salucro Healthcare Solutions
02.2020 - 08.2021
- Provided excellent chat, email, and phone support to healthcare providers and patients regarding our cloud-based payment system
- Triaged customer issues with other internal teams as needed
- Researched and resolved issues while documenting the solutions and maintaining SLA requirements
Product Support Analyst
OPTUM 360
06.2017 - 11.2019
- Provided phone and email assistance to Medical Coders using Optum Enterprise Assist Coding Program
- Documented customer interactions and performed troubleshooting in customer relationship management software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Senior Customer Care Coordinator / Subject Matter Expert
BRIOVA RX Specialty Pharmacy
11.2014 - 06.2017
- Addressed customer service inquiries; approximately 40 calls per day, with an average call handle time of 10-12 minutes and an average quality score of 96%
- Provided floor support and training for 20 new hire agents with any issues until they were self-sufficient.
- Took ownership of customers issues to follow problems through to resolution.
Information System Technician Petty Officer Third Class
U.S. Navy
01.2003 - 01.2007
- As an IT responsible for the maintenance and administration of 21 servers, 2500 clients, and 6000 users across three domains
- Worked with a team of 50 personnel in Auto Data Processing to maintain unclassified and classified workstations and servers
- Operating and maintaining Navy global satellite telecommunications systems
- Carried TS/SCI Security Clearance.
Education
Bachelor of Science Aeronautical Science -
Embry - Riddle Aeronautical University
Bachelor of Science Hospitality Management - undefined
The Art Institute – San Diego
Skills
- Clear written and verbal communication
- CRMs, Salesforce, Jira, Confluence, Snape Engage, HL7
- Data processing and data entry, Microsoft Office
- Working knowledge of SQL scripts and reports, database support
- Documentation and knowledge base learnings
- New product testing and QA
- Troubleshooting and diagnostic skills, figuring out problems and creative solutions
- System Troubleshooting
- Technical Troubleshooting
- Application installations
Military Experience
United States Navy - IT3 (SW/AW) - Jun. 2003 - Jun. 2007
- As an IT responsible for the maintenance and administration of 21 servers, 2500 clients, and 6000 users across three domains
- Worked with a team of 50 personnel in Auto Data Processing to maintain unclassified and classified workstations and servers
- Operating and maintaining Navy global satellite telecommunications systems
- Carried TS/SCI Security Clearance.
References
Available upon request.
Timeline
Technical Support Engineer
ChargePoint
08.2021 - 09.2024
Technical Support Specialist II
Salucro Healthcare Solutions
02.2020 - 08.2021
Product Support Analyst
OPTUM 360
06.2017 - 11.2019
Senior Customer Care Coordinator / Subject Matter Expert
BRIOVA RX Specialty Pharmacy
11.2014 - 06.2017
Information System Technician Petty Officer Third Class
U.S. Navy
01.2003 - 01.2007
Bachelor of Science Aeronautical Science -
Embry - Riddle Aeronautical University
Bachelor of Science Hospitality Management - undefined
The Art Institute – San Diego
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