Chanel Mitchell Email & Phone Number

Philadelphia, Pa, Us

Toronto, Ontario, Ca

•Utilize Splunk, Datadog, Dynatrace and other applications to monitor server functions and running jobs•Recognize issues and categorize each issue based on impact. Determine root cause to mitigate further impact.• Utilize ServiceNow to create, track and resolve issues• Engage other support teams to effectively triage an issue for a timely resolution •Access Windows and Linux servers to stop, start and resolve issues with jobs running on each server.

Philadelphia, Pa, Us

•Sustain pre-test day, test day, and post-test day technical support and technical assistance for proctored web-based exams.•Handle technical inquiries via Salesforce to ensure the issue is resolved according to company SLA due dates•Co-function with other departmental IT staff or web-based test vendors to resolve technical problems•Script, and oversee pre-test day, test day and post-test day technical problems using Service Now and other internal software•Query reports for new orders and transfer order details to the correct spreadsheet•Facilitate the coordination and delivery of webcasts for new and existing customers•Aid in preparing web support metrics for quarterly and biannual report•Formulate weekly Incident Report summaries and distribute to senior staff and vendors•Actively maintain and contribute solutions to the knowledge base•Construct and revise user support manuals and instruction sheets

Norristown, Pennsylvania, Us

-Deployed Windows 10 computers for each department -Configured peripherals (printers, scanners, handheld scanners, dynmo label makers) -Loaded software specific to each department and ensured it worked properly on every computer -Utilized Active Directory to assign users to the correct OU and/or group-Mapped Network Drives-Communicated with vendors to ensure the software was compatible with the new hardware-Re-imaged computers for deployment-Performed inventory management by scanning each computer and other devices into Manage Engine -Remoted into users’ computers using Manage Engine to resolve technical issues-Pushed software to specific users or departments using Manage Engine-Utilized Manage Engine to create a software list used to load the correct software onto each newly deployed computer

•Developed the Analytics Department•Created Technology Request and Technology Acquisitions forms to track requests and needs by department•Assisted with creating a Loyalty Program for Purdue Global University to analyze student involvement

•Dispensed technical assistance and support for agents and analysts.•Effectuated general administrative and clerical assignments.•Bolstered headquarters and field offices by completing daily assigned projects•Entered data into the system and created Leads for further investigation.•Formed a database to track information regarding investigations.

•Adjudicated more than 100 scripts per day with a less than 2% error rate•Substantiated script information pertaining to the patient, doctor and proper dispensing of medication•Transcended productivity expectations by identifying complex adjudication errors and implementing solutions•Ensured proper billing and reimbursement by contacting insurance companies, patients and pharmacies for benefit information•Determined the eligibility of each patient•Maintained excellent customer service through the corrections of authorization, third party status and medication dispensing errors.•Refined new hires by participating in the training and development program.•Exceeded productivity by more than 100% every week•Collaborated within a team environment to ensure optimal team performance while adhering to all rules and procedures

·Escalated complex issues by documenting all pertinent information and guiding the customer through step by step instructions to reach a solution·Collected information about browsers, operation systems, and devices to determine the cause and find an optimal solution for each issue·Exceeded my metrics by more than 100% by adhering to the first call resolution·Remotely accessed internal client systems to resolve problems and visually guide them through the problem-solving process·Performed browser resets, managed mobile app errors, and used troubleshooting knowledge to fix back end errors and expedite solutions for each customer ·Increased profits by continuously exceeding my productivity and sales revenue by more than 100%

Marlton, Nj, Us

·Built databases to perform data analysis and show trends in data·Corrected simple programming errors on e-commerce websites for hosting clients using Java Script, CSS, and HTML·Extracted data by performing queries using SQL·Designed websites for e-commerce clients and appropriately displayed product information on each site·Engineered pivot tables to display profits, perform what-if analysis and utilize forecasting techniques for previous and current years.·Generated reports using Excel and Access for weekly profit, inventory, and customer buying behavior updates·Analyzed website traffic for e-commerce stores using google analytics to aid in marketing development

Master Of Information Technology, Business Intelligence And Analytics

Bachelor Of Science (B.S.), Information Technology