VANDRE COLE
Dallas
Summary
Hard-working, fast-learning Technical Support Professional with expertise in reviewing applications, troubleshooting technical issues, and communicating complex concepts to non-technical users. Skilled in managing support tickets, escalating problems efficiently, and providing resources to enhance user experience in SaaS and cloud-based environments. Proven ability to work within tight SLAs, foster team alignment, and drive innovation in fast-paced, remote settings while maintaining high standards of customer satisfaction and operational efficiency.
Overview
3
3
years of professional experience
Work History
Clinical Operations Technician
Prime Therapeutics
02.2025 - Current
- Reviewed and validated incoming user requests and applications, applying criteria from multiple programs to diagnose issues and ensure compliance across nationwide clients.
- Triaged technical tickets involving discrepancies in data and formularies, escalating complex cases to leadership while using AWS tools for efficient resolution.
- Answered technical questions from prescribers and members, communicating solutions clearly to non-specialists and serving as the first escalation point for support inquiries.
- Provided helpful tips and resources to users on best practices for request submission and issue prevention, enhancing overall platform usability.
- Monitored support inboxes and processed claims under tight SLAs, ensuring timely responses and alignment with operational goals.
Shift Supervisor
CVS
10.2024 - 02.2025
- Managed support for team members by conducting regular meetings to discuss performance, troubleshoot operational issues, and align on best practices.
- Triaged and escalated internal and external requests related to inventory and production, determining priorities based on company policies and SLAs.
- Provided guidance and resources to staff on technical tools and processes, fostering a collaborative environment to drive efficiency and innovation.
- Handled budgeting and goal-setting, educating teams on cross-functional initiatives to ensure business alignment and high standards of service.
Assistant Supervisor
UT Southwestern Medical Center
12.2023 - 09.2024
- Oversaw daily operations including IT support, client relations, and team supervision, reviewing progress and escalating issues as needed.
- Conducted meetings to communicate technical updates and best practices, ensuring clear understanding among non-specialist team members.
- Managed support tickets for employee and client inquiries, providing troubleshooting for hardware, software, and network issues in a fast-paced environment.
- Educated staff on operational protocols and resources, promoting alignment in cross-team initiatives to enhance productivity and satisfaction.
Trainer
Kohl's Warehouse
01.2023 - 11.2023
- Provided onboarding support and coaching to new hires, explaining technical concepts and best practices for system usage to non-specialists.
- Triaged training-related issues, escalating complex cases to leadership while tracking attendance and progress under defined SLAs.
- Offered helpful tips and resources for skill development, ensuring employees could effectively use digital tools and contribute to team goals.
- Monitored and documented support interactions, fostering a positive environment through clear communication and issue resolution.
Education
Certificate - Google IT Support
Coursera / Google
Mountain View, CA - Online 02-2026
Certificate - Cloud Computing Primer (SaaS, PaaS, IaaS)
Coursera
Mountain View, CA - Online 11.2025
Certificate - Information Technology Security & Administration (ITSA)
MyComputerCareer
Arlington, TX12.2022
Certificate - Computer Networking & Systems Administration
Texas State Technical College
Red Oak, TX12.2017
High School Diploma - undefined
Wilmer-Hutchins High School
12.2016
Skills
- Data Entry Accuracy
- MS Office Proficiency
- Customer Service Excellence
- Cloud Computing (SaaS, PaaS, IaaS)
- Application Review and Validation
- Ticket Triage and Escalation
- SLA Management in Fast-Paced Environment
- Digital Marketing Tools
- Organization and Time Management
- Adaptability and Flexibility
Timeline
Clinical Operations Technician
Prime Therapeutics
02.2025 - Current
Shift Supervisor
CVS
10.2024 - 02.2025
Assistant Supervisor
UT Southwestern Medical Center
12.2023 - 09.2024
Trainer
Kohl's Warehouse
01.2023 - 11.2023
Certificate - Information Technology Security & Administration (ITSA)
MyComputerCareer
Certificate - Computer Networking & Systems Administration
Texas State Technical College
High School Diploma - undefined
Wilmer-Hutchins High School
Certificate - Google IT Support
Coursera / Google
Certificate - Cloud Computing Primer (SaaS, PaaS, IaaS)
Coursera