VEESHAL JETHA
DALLAS,TX
Summary
Analytical and performance-driven Senior Technician in Technical Support at Dell Technologies, with a Bachelor's in Applied Technology in Cybersecurity. Certified in CompTIA Security+ (701) and actively pursuing CompTIA CySA+ to further enhance my cybersecurity expertise. Proven ability to diagnose and resolve complex technical issues, provide exceptional customer support, and ensure efficient problem resolution in a fast-paced environment. Seeking to transition into an entry-level cybersecurity role to apply my technical skills and passion for security in areas such as incident response, threat analysis, and vulnerability management.
Overview
5
5
years of professional experience
1
1
Certification
4
4
years of post-secondary education
Work History
Senior Technician Technical Support
Dell Technologies
06.2022 - Current
- Provide technical support to customers via phone, email, chat, and remote desktop support for Dell hardware and software products
- Troubleshoot and resolve complex technical issues related to Dell products, including server hardware, storage solutions, networking, and operating systems
- Lead cross-functional teams to manage customer escalations and resolve complex technical issues, ensuring high levels of customer satisfaction
- Mentor and train junior technical support team members to improve overall team performance and knowledge
- Document and track customer interactions and technical issues in a CRM system, ensuring accurate and timely resolution of customer issues
- Meet or exceed performance metrics related to customer satisfaction, resolution time, and productivity
- Continuously develop technical knowledge and stay up-to-date on new products and technologies through training and certification programs
- Assist customers with installing and troubleshooting the Dell OEM and Custom Images on their systems.
Patient Services Supervisor
Conifer Health Solutions
01.2021 - 06.2022
- Managed 2,500+ patient accounts for Fortune 100 healthcare systems including Tenet, CHI, and UT Health, ensuring compliance with client-set SLAs and accuracy.
- Promoted to Supervisor within 6 months due to outstanding performance and meticulous attention to detail.
- Led a team of 3 representatives to consistently achieve the highest revenue reimbursement collections in the department, enhancing overall financial performance.
- Collaborated with Financial Clearance and Pre-Registration teams to improve patient records' accuracy, reducing account disputes and improving data integrity.
- Conducted in-depth reviews of patient portfolios to ensure accurate personal information (PII) alignment with EOB statements, focusing on compliance and data security.
- Communicated with third-party vendors for insurance claims and proactively resolved escalated account issues, preventing workflow disruptions.
- Implemented solutions to mitigate inconsistencies in patient accounts, improving financial data quality and reducing disputes.
- Developed personalized payment plans for patients to ease financial burdens while reducing the risk of bad debt and improving account recovery outcomes.
Customer Service Manager
WAL-MART STORES, INC.
04.2020 - 10.2021
Education
Bachelor of Applied Technology in Cyber Security -
Collin College
Frisco, TX 06.2020 - 05.2024
Skills
- Critical Thinking
- SIEM
- Threat Detection
- Vulnerability Assessment
- Incident Response
- Data Privacy
- Cybersecurity
- Security Operations
- Problem Solving
- Microsoft Office Suite
- Python
- Communication
Certification
- Security+ SY0-701 CompTIA - September 2024
- CySA+ CS0-003 CompTIA - In Progress
Timeline
Senior Technician Technical Support
Dell Technologies
06.2022 - Current
Patient Services Supervisor
Conifer Health Solutions
01.2021 - 06.2022
Bachelor of Applied Technology in Cyber Security -
Collin College
06.2020 - 05.2024
Customer Service Manager
WAL-MART STORES, INC.
04.2020 - 10.2021
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