Summary
Overview
Work History
Education
Skills
Timeline
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Tristan Phan

Frisco,TX

Summary

Customer-oriented IT Specialist with many years of experience in industries. Offering expertise in managing help desk operations, data rooms, software, hardware, network infrastructure, project implementation, and training to drive productivity and growth. Collaborative and team-oriented to achieve organizational goals and maintain positive professional relationships.

Overview

9
9
years of professional experience

Work History

Help Desk Support Specialist

Liberty Mutual Insurance
01.2024 - Current
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
  • Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.

Patient Service Specialist

Baylor Scott & White Health
12.2023 - 01.2024
  • Epic training
  • Insurance Verification
  • Provided exceptional customer service, addressing patient concerns promptly and professionally.
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Collected patient co-pay and issued receipt to confirm payment.
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
  • Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.

Patient Service Specialist

UT Southwestern Medical Center
05.2020 - 12.2022
  • Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
  • Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
  • Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
  • Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
  • Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.

Help Desk Support

IU canvas
04.2016 - 03.2019
  • Conducted periodic reviews of help desk support processes, adapting and updating as needed to accommodate changing technology and user needs.
  • Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices in help desk support.
  • Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
  • Spearheaded initiatives aimed at reducing substance abuse on campus by providing education, resources, and support for those seeking help or recovery options.

Education

Some College (No Degree) - Computer Science

IUPUI
05-2026

High school diploma -

Avon High School
Avon, IN
06-2013

Skills

  • ServiceNow
  • Operating Systems
  • Microsoft Windows
  • Computer Networking
  • Help Desk
  • Remote Access Software
  • Software Troubleshooting
  • Troubleshooting
  • IT Support
  • Technical Support
  • Azure
  • Microsoft Windows Server
  • ConnectWise
  • Windows
  • Desktop support
  • Mac OS
  • IOS
  • Epic
  • Time management
  • Communication skills
  • Customer service
  • Computer skills
  • Organizational skills
  • Front Desk Operations
  • Helpdesk administration
  • Desktop and laptop expert
  • Desktops, Laptops, and Mobile Devices
  • Remote desktop services and support
  • Remote Support

Timeline

Help Desk Support Specialist

Liberty Mutual Insurance
01.2024 - Current

Patient Service Specialist

Baylor Scott & White Health
12.2023 - 01.2024

Patient Service Specialist

UT Southwestern Medical Center
05.2020 - 12.2022

Help Desk Support

IU canvas
04.2016 - 03.2019

High school diploma -

Avon High School

Some College (No Degree) - Computer Science

IUPUI
Tristan Phan