Summary
Overview
Work History
Education
Skills
Timeline
Generic

TYLER RIVERA

Hampton,VA

Summary

Experienced technology professional with over 8 years in technical support. Proven ability to adapt quickly to new technologies and high-pressure situations while maintaining quality. Skilled in team collaboration, resolving complex technical challenges, and fostering a productive and positive work environment.

Overview

10
10
years of professional experience

Work History

Health Plan Specialist

Support Ninja
11.2023 - Current
  • Collaborate closely with cross-functional teams to ensure customer satisfaction, and streamline processes.
  • Developed training materials for staff members regarding enrollment processes and other relevant topics pertaining to health plans.
  • Conducted data entry activities for accurate maintenance of patient records.
  • Documented all customer interactions according to established protocols.
  • Reviewed and analyzed health care claims to identify discrepancies, errors or frauds.
  • Provided technical assistance to providers regarding claim status, billing issues, contractual requirements and other related inquiries.
  • Developed and implemented procedures for processing of medical claims and enrollments.
  • Researched and resolved complex customer service issues in a timely manner.

Technical Support Specialist

Conduent
07.2021 - 09.2023
  • Supported Comcast and Cox Communications
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Conducted tests to identify malfunctions in hardware or software systems.
  • Troubleshot system errors and identified potential solutions.
  • Responded promptly to service tickets submitted by users experiencing technical difficulties.
  • Provided training for users on new technologies or procedures related to their jobs.
  • Assisted in the development of technical documentation for internal use by IT staff members.
  • Tracked customer requests from initial contact through resolution.
  • Identified areas where existing processes can be improved upon or automated with scripting languages.

Technical Support Specialist

Support.com
02.2019 - 07.2021
  • Troubleshoot customer wireless gateway settings and equipment, account changes, and educate the customer on product information.
  • Assisted customers with removing malware from personal computers.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Assisted customers with installation of new hardware and software applications.
  • Created reports on customer complaints and feedback for management review.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Participated in special projects as assigned by management team.

Technical Support Representative

Continuum
10.2015 - 02.2019
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Reduced call resolution time by effectively troubleshooting software and hardware problems.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.

Education

High School Diploma -

Warwick High School
Newport News, VA
06-2005

Skills

  • Software debugging
  • Software installation expertise
  • Firewall configuration expertise
  • Systematic troubleshooting expertise
  • Client relationship management
  • Experience with various operating systems
  • Remote troubleshooting
  • Regular software maintenance
  • Network diagnostics expertise
  • Statistical analysis
  • Mobile device security management
  • Employee onboarding and training
  • Information security management
  • Queue management system
  • Software troubleshooting
  • Proficient in Adobe Photoshop
  • Calculate premiums
  • Expertise in HIPAA compliance
  • Insurance verification
  • Claims management

Timeline

Health Plan Specialist

Support Ninja
11.2023 - Current

Technical Support Specialist

Conduent
07.2021 - 09.2023

Technical Support Specialist

Support.com
02.2019 - 07.2021

Technical Support Representative

Continuum
10.2015 - 02.2019

High School Diploma -

Warwick High School

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TYLER RIVERA