• Customer facing first line of contact and communication for new or existing customer account • Customer support and advocate for client on proprietary software• Collaboration with internal teams and clients on issues, resolutions, and account management• Assist with receiving and routing inbound calls to internal team members for upsell opportunities• Escalate issues with SaaS applications and AWS issues to internal team members• Understand client needs and assist with onboarding for new accounts

•Trained via Microsoft Teams and passed knowledge test with 85% for a remote position to utilize MI Bridges custom software to process assistance applications per MDHHS policies.•Virtually interviewed clients to document all details of case and processed applications to assist in qualifying clients for various types of State of Michigan assistance programs.•Learn State of Michigan policies for processing client applications for state assistance programs.During the interviews and my research, it seemed like the position was a good fit for me. The position changed to require more onsite work. It wasnt a good fit with an hour daily commute.

• Managed all customer-facing transactions in the office to ensure a consistent experience from check-in to check-out.• Conducted the opening and closing procedures for the medical office.• Performed data entry in EPIC CRM, patient payment transactions, and accounts receivable.• Exercised conflict resolution skills for scheduling and rescheduling of patient appointments andprocedures to maintain physician’s calendars.• Use Microsoft Office for administrative duties, inventory of office supplies, lead meetings, retrievingmedical records.• Accomplish task with frequent interruptions.

• Imaged and Deployed Computers with Windows 10 using SCCM.• Tier 1 customer support, collaborate with team, ticket creation, and resolved the outstanding issue(s).• Supported custom applications and resolved hardware issues.• Followed and updated procedures to complete server backups.• Documented articles in the IT knowledge base stored in OneNote.

• Helpdesk Supervisor managing all aspects of IT Helpdesk and staff. Primary contact for the Division of Student Affairs for computer support and customer service.• Supervised and handled customer help requests on site and remotely via chat, email, phone and Service Desk ticket system, servicing 400+ staff members and 300+ computers.• Maintained an 85% customer service satisfaction rating for the support that was provided.• Collaborated with vendors, campus departments, and colleagues to assist in contract negotiation seek solutions, and to achieve best outcomes on projects across the university.• Developed and executed a knowledge base of written procedures on problem resolution to improveefficiency and training on computer hardware and software issues, repairs and installs.• Project Team lead for deployments of computer hardware, software, printers and applicationupgrades. Delivery of equipment and people to several locations across campus.