Zoe Saab
Miramar,FL
Summary
Experienced Service Desk Analyst with a strong track record of providing top-tier technical support and implementing efficient problem-solving strategies. Demonstrated expertise in diagnosing issues swiftly and delivering exceptional customer service. Proven ability to improve helpdesk operations, manage high-volume ticket flow, and enhance client relationships. Skilled in enhancing system efficiency and contributing to team success in fast-paced environments. Previous roles have showcased significant impact through the reduction of downtime via streamlined processes and proactive troubleshooting.
Overview
7
7
years of professional experience
Work History
Professional Medical Representative
EmployBridge
11.2024 - 03.2025
- Recorded patient details precisely following set guidelines.
- Teamed up with healthcare professionals to create tailored care plans for patients.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches
- Managed ongoing care of patients with chronic issues of varying severity and treatment requirements
- Provided exceptional customer service by addressing client concerns promptly and offering solutions tailored to their needs.
- Participated in team meetings to share best practices, discuss challenges, and brainstorm solutions for overcoming obstacles in the sales process.
IT Service Desk Analyst II
UKG
11.2022 - 12.2023
- Troubleshot daily IT desktop client issues, supporting multiple departments
- Developed training materials and procedures or trained users in proper use of hardware or software
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Ensured accurate system documentation through continuous updates.
- Configured security settings or access permissions for groups and individual users
- Ran diagnostic programs to resolve problems with applications or hardware devices
- Followed standard practices for migrating changes to test and production environments.
Claims Administrator
Kforce Global Solutions
04.2020 - 10.2022
- Assessed client information and prepared unemployment claims forms
- Investigated eligibility requirements for unemployment benefits
- Reviewed and verified accuracy of submitted documents
- Analyzed financial records and other documentation to determine entitlement to benefits
- Provided guidance and assistance to claimants in completing applications
- Analyzed information gathered by investigations and reported findings and recommendations
Lead Technical Support Specialist
Carnival Cruise Lines
08.2018 - 11.2020
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Provided remote support services to clients located in different geographical regions
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department
- Demonstrated advanced product knowledge to solve customer issues
- Coordinated with other IT teams to resolve complex technical problems
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
Education
GED -
Sheridan Technical College
Hollywood, FL08.2016
Skills
- System Administration
- Organizational Skills
- Active Directory
- Operating Systems
- Superior communication
- Problem-solving aptitude
- Advanced troubleshooting
- Analytical Thinking
- Team training and development
- Data Entry
Personal Information
Willing To Relocate: Anywhere
Accomplishments
One of my notable accomplishments includes reducing ticket resolution times by developing efficient troubleshooting workflows and training end users on best practices. Additionally, I have strengthened security measures by managing user access controls and configuring system permissions, ensuring compliance with company policies.
Languages
English
Native or Bilingual
Timeline
Professional Medical Representative
EmployBridge
11.2024 - 03.2025
IT Service Desk Analyst II
UKG
11.2022 - 12.2023
Claims Administrator
Kforce Global Solutions
04.2020 - 10.2022
Lead Technical Support Specialist
Carnival Cruise Lines
08.2018 - 11.2020
GED -
Sheridan Technical College
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