Rowan Hobbs Email & Phone Number

Dallas, Texas, United States

• Utilize Knowledge Base articles to resolve hardware and application issues for over 4 thousand remote healthcare employees.• Assist users with managing, verifying, and submitting access requests for roles within the Active Directory group policy using SailPoint• Maintained an average handling goal of ≥ 105% call-to-ticket ratio for user incidents with a ≥ 80% resolution rate in 2023.• Provide remote assistance via SCCM, including computer software installation, browser troubleshooting, driver updates, and other technical support tasks.• Managed an ITSD project utilizing PowerShell scripts for troubleshooting and outbound ticket processing from June 2023 – January 2024.• Train new hires to perform daily help desk operations and coach them on efficient techniques.• Provision enduser production access to various healthcare payer applications.

Lake Mary, Florida, United States

• Handled accurate and up-to-date records for over 3 million customers using CRM software. • Processed over 350 support tickets per month in a high-volume call center environment. • Provided troubleshooting support for computers, televisions, and other major appliances using Knowledge Base articles.• Escalated cases to the appropriate department or OEM as necessary.• Provided tier one technical support across three different proprietary learning solution platforms.

Ponder, Texas, United States

• Supervised teams of temporary and contract workers in clean-up and landscaping duties. • Maintained buildings and equipment on 7,500 RSF commercial properties, ensuring safety and functionality

Associate Of Arts - Aa, General Studies

High School Diploma