Toinnette Winston
St. Louis,MO
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Access Management representative
ATI Physical Therapy
03.2024 - 08.2024
- Answering incoming calls from patients wanting to schedule, reschedule and or cancel appointments, and to document patient records using a Windows environment system.
- VoiP phone system Ring Central.
- Entering intake information for new and retuning patients
IT Technical Support Technician
Kforce/William Sonoma
06.2022 - 05.2023
- Answering incoming calls from agents/employees needing assistance with troubleshooting issues with sound issues, log in issues and other systems issues that may arise with the main program used, Citrix
- With each interaction a ticket is needed to be generated using Service Now
- Also used active directory to reset agent's profile or other information used to reinstate agents to an active role after a leave of absence or other
- Other programs used were the Zen App Cloud Monitor for monitoring back end systems, Avaya Agent and AMS (Agent Monitoring System)
Customer Service Representative
eTeam Inc/Department of Unemployment State of Maryland-Saint Louis County
09.2021 - 03.2022
- Answering incoming calls and or chats from people who have applied for unemployment benefits
- Assisting with claim information and uploading documents for approval
- Service Now was used in documenting and escalating tickets to the next level of support
- Within3 months of being in this position I was promoted to Primary Service Lead, assisting my team with their calls
- Recently promoted to recommending identity documents for approval (Fraud team)
Customer Service Representative
Express Scripts
03.2020 - 07.2021
- Answer incoming calls from members that have prescription benefits
- Accessing their accounts to see and explain their insurance plan structure and also copay information
- Advised of options to getting their prescriptions at local pharmacy and/or converting to home delivery
Technical Support Advisor
Concentrix/Intuit Quickbooks
08.2019 - 12.2019
- Answer incoming calls from customers needing assistance with their QuickBooks online account
- Various questions from billing to navigating their online account for their businesses
- Escalating issues when needed and entering notes in the system using Sales force
Internet and Phone Repair Coordinator
Charter Spectrum Communications
03.2017 - 12.2018
- Answering incoming calls for customers needing assistance with repair of Internet and phone services
- Troubleshooting issues with email, internet and phone
- Assist with self installation of Internet, TV and Phone services and billing
- Update account information
- I also am apart of the Floor Support team
- Assisting other Coordinators with questions they may have on their calls and captain of my current team
Order Entry Specialist
Keefe Group (Aerotek)
09.2016 - 01.2017
- Processed mail in orders for Inmates in Correctional Facilities across America
- Handling money orders and credit card information to process payment
Technical Support Representative
Kelly Services Inc
06.2014 - 07.2016
- Providing hardware and software technical support for Apple customers
- This includes iPad, iPhone, iPod and Mac computers
- Assisting customers with purchasing support agreements, setting Apple store appointments when needed
- Using Mac OS to enter in case notes
Education
No Degree - Information Technology
Per Scholas
St. Louis, MO03-2025
Skills
- iOS
- Mac OS
- Android
- Active Directory
- ServiceNow
- Citrix
- Avaya VoiP Phone
- IT support
- Salesforce
- Linux
- Windows
Certification
- Driver's License
- September2023 to July2029
Timeline
Access Management representative
ATI Physical Therapy
03.2024 - 08.2024
IT Technical Support Technician
Kforce/William Sonoma
06.2022 - 05.2023
Customer Service Representative
eTeam Inc/Department of Unemployment State of Maryland-Saint Louis County
09.2021 - 03.2022
Customer Service Representative
Express Scripts
03.2020 - 07.2021
Technical Support Advisor
Concentrix/Intuit Quickbooks
08.2019 - 12.2019
Internet and Phone Repair Coordinator
Charter Spectrum Communications
03.2017 - 12.2018
Order Entry Specialist
Keefe Group (Aerotek)
09.2016 - 01.2017
Technical Support Representative
Kelly Services Inc
06.2014 - 07.2016
No Degree - Information Technology
Per Scholas
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