Teyan Harris
Detroit,MI
Summary
With a proven track record at Blue Cross Blue Shield of Michigan, I excel in data analysis and workflow optimization, enhancing operational efficiency. My adept problem-solving abilities and expertise in system configuration have driven significant business improvements. I bring a unique blend of technical proficiency and strategic insight, ensuring high-quality outcomes in fast-paced environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Business Analyst
Blue Cross Blue Shield of Michigan
01.2022 - 06.2024
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Performed gap analysis to identify areas of improvement.
- Developed and maintained data warehouses and data marts to support business operations.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Surveyed clients to ascertain requirements and expectations for product.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Organized system operating procedures to strengthen controls.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
Bi-lingual Service Desk Analyst
Lear Corporation
11.2018 - 09.2021
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Discussed customer concerns regarding product usage to promote improved user experience.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
IT Operations Site Support
General Motors, GM
04.2015 - 11.2018
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Performed equipment tests, calibrations and repairs to keep machines running smoothly and prevent malfunctions.
- Established strong relationships with clients through consistent communication and timely follow-ups on outstanding support requests.
- Increased productivity by automating routine tasks through the application of scripting tools.
- Diagnosed complex hardware and software issues, ensuring swift resolution of problems and minimal disruption for clients.
- Collaborated with team members to provide comprehensive support services, resulting in improved client experiences.
- Printed Shipping Labels through IMS for product shipment.
IT Technical Support Representative
General Motors, GM
11.2010 - 04.2015
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to software/hardware technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
- Generated reports to track performance and analyze trends.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created and implemented database designs and data models.
- Updated software to safeguard against security flaws.
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Medical Office Manager
Davicare
05.2007 - 05.2009
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Addressed and remedied all patient or team member issues.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
Bi-lingual Computer Instructor
Wayne State University
10.2004 - 04.2007
- Collaborated with colleagues to develop interdisciplinary projects that incorporated technology, enhancing student learning across subjects.
- Managed classroom behavior by implementing consistent policies and procedures, creating a positive learning environment for all students.
- Implemented innovative teaching methods, improving overall student engagement and understanding of complex topics.
- Provided personalized instruction in spanish to accommodate individual learning styles, leading to increased student satisfaction and success rates.
- Administered assessments to monitor student progress and effectively adjusted instructional strategies as needed.
- Set up computers and networking systems, delivering step-by-step instructions on basic use.
- Enhanced student engagement by integrating interactive technologies into curriculum.
PC Technician
TEKsystems
09.2001 - 12.2002
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Configured systems according to prescribed software and hardware frameworks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, keyboards and speakers.
Communications Support Specialist
XFER Communications
05.1998 - 07.2001
- Worked closely with network administrators and server engineers to deliver quality service.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Performed software installations and upgrades to UNIX or Windows operating systems.
Education
Associate of Arts - Information Technology
Wayne State University
Detroit, MI04.1997
Skills
- Quality Assurance
- Workflow Analysis
- Data Analysis
- Mobile Application Development
- System Configuration
- Telecommunications network oversight
- Database Administration
- Hardware maintenance
- Mobile Device Management
- Software Installation
- Hardware upgrades
Certification
- Unix C, C++ Trainin - 6-months
MaryGrove College 2001
Languages
Spanish
Professional Working
Timeline
Business Analyst
Blue Cross Blue Shield of Michigan
01.2022 - 06.2024
Bi-lingual Service Desk Analyst
Lear Corporation
11.2018 - 09.2021
IT Operations Site Support
General Motors, GM
04.2015 - 11.2018
IT Technical Support Representative
General Motors, GM
11.2010 - 04.2015
Medical Office Manager
Davicare
05.2007 - 05.2009
Bi-lingual Computer Instructor
Wayne State University
10.2004 - 04.2007
PC Technician
TEKsystems
09.2001 - 12.2002
Communications Support Specialist
XFER Communications
05.1998 - 07.2001
Associate of Arts - Information Technology
Wayne State University
Similar Profiles
SERENA T. HORTONSERENA T. HORTON
Customer Service Advocate at Blue Cross Blue Shield Of Michigan & Blue Care NetworkCustomer Service Advocate at Blue Cross Blue Shield Of Michigan & Blue Care Network
Atchuth ChAtchuth Ch
Product Manager at Blue Cross Blue Shield of Michigan (BCBSM)Product Manager at Blue Cross Blue Shield of Michigan (BCBSM)
Joshua KirchmeierJoshua Kirchmeier
Manager – Internal Audit at Blue Cross Blue Shield of MichiganManager – Internal Audit at Blue Cross Blue Shield of Michigan
Denise ChomaDenise Choma
Executive Assistant to Senior Vice President at Blue Cross Blue Shield of MichiganExecutive Assistant to Senior Vice President at Blue Cross Blue Shield of Michigan
Kendra DavisKendra Davis
Academic Interventionist at Detroit Public School Community DistrictAcademic Interventionist at Detroit Public School Community District