Danielle H. Email & Phone Number

Jacksonville, Florida, United States

Oversee customers' expectations of support and technology functions to provide a positive user experience. Handle escalations daily from end users and management pertaining to unresolved tickets. Assist other IT teams with testing after post-live releases. Work with manager on various reports about SLA, tickets, and call stats for the Service Desk. Engage problem management when reoccurring issues are reported on the Service Desk. Perform queue management daily in ServiceNow distributing incidents and requests to other IT teams. Manage a team of 3 individuals performing ticket QA, reviewing calls and customer surveys integrated in the Beyond Trust tool.

Coordinate with team members on training sessions and new processes to improve configuration workflow. Design modern solutions for businesses to optimize the process by working in Jira, updating profiles, changing schedules, and adding providers. Triage client tickets in Jira Service Desk while meeting set SLAs by leveraging analytics and technology to evaluate incoming work requests effectively. Examined and drove post-live configurations for clients within the DocASAP platform to simplify patient access complexities by intelligently matching the needs of patients and providers while navigating patients through their access journey. Acted as an internal advocate and core point of contact between team members and enterprise health clients to ensure the product meets customer expectations by mobilizing employees and bridging access to telehealth. Streamlined ticket management and customizable workflows to ensure flexibility; advanced SLA options to define success goals and automate tasks to reduce manual effort; enabled scalable deployment options to manage business growth. Managed patient access and engagement platform for health systems, health plans, and physician groups by adding providers to online schedulers, changing providers' schedules to limit visits, removing providers, and making client calls.  Received customer IT queries and remotely accessed the end-user’s desktop to provide support on the implementation of new workflows, SLAs, notifications, and reporting on open tickets with bugs for the internal system.

Jacksonville, Florida

Oversaw customers' expectations of support and technology functions to provide a positive user experience. Coordinated with clients to verify optimal customer satisfaction through efficient support engagement and problem resolution. Conducted effective training sessions and delivered in-person support to assigned branches, back office, and high school branches. Directed various software installations manually or using SCCM; managed in-person peripheral equipment installations or removals at assigned branches by training new hires and pre-IT working before the branch opening. Answered on average 30 or more calls per day from internal employees; routed tickets to the appropriate IT teams within the Cherwell ticketing system; maintained computer equipment, peripherals, and network servers via master documentation. Troubleshoot software and hardware issues using Remote Desktop or BeyondTrust Remote Support; maintained a high level of customer satisfaction with a combination of technical skills and understanding of help desk processes. Administered user accounts for various applications supported by VyStar; requested user access for several permissions using Sailpoint or Azure AD; and completed new branch setup and UAT for VyStar branches. Acted as team lead for service desk 1 and delivered support to new hires through onboarding training; provided user training and continual support of software, hardware, applications, and related programs.

Jacksonville, Florida

Conducted maintenance and repair on malfunctioning equipment, including modification, replacement of parts, adjustment, and calibration. Oversaw the implementation, configuration, and updating of IT systems and components. Maintained network security and resolved encryption, anti-virus, server updates, and wireless infrastructure issues. Performed equipment installations, including maintaining security requirements, and account modifications in Active Directory; executed troubleshoots over the phone while using Remote Desktop, SCCM remote control, or Citrix Director. Documented and routed tickets to appropriate Level 2 and 3 teams by assisting with major issues or implementing fixes to restore service; liaised between management and emerging technologies enabling better communications. Answered on average 30 or more calls daily; analyzed the help desk queue to identify and solve end-users technology problems quickly; and managed all technology-related requirements within Florida Blue.

Martinez, Georgia

Expedited daily operations, including problem analysis/resolution and break-fix support, leveraging technical knowledge and communication skills to resolve mission-critical issues quickly. Directed service ticket system and oversaw helpdesk management and administration by serving as primary contact for external and internal technical support.  Supported the bank's enterprise imaging solution software by troubleshooting server issues, upgrading software, testing for system upgrades, updating system support procedures, and informing the manager of significant process changes. Delivered support services to all users across 12+ branches, including contacting the bank's IT help desk for password resets, setting up and configuring new software, generating user tickets, and escalating complex tickets. Managed the daily verification of core application totals (DDA, SAV, and CD) vs. auxiliary CRM system totals; supervised the daily verification of all branch tellers' transaction dates within teller platform software. Delivered assistance on additional Application Support/IT Help Desk and the implementation of eSign and iSign solutions through the installation of software and signature pads; and testing of documents to confirm signature placement. Implemented Multi-Functional Device (MFD) Branch scanning; built network locations to house scanned documents; setup of target network locations on branch MFDs; integrated imaging solution workflow to automate the import process.

Human Resources

Bachelor Of Business Administration (B.B.A.), Management Information Systems