Shanda Johnson Email & Phone Number

Woonsocket, Rhode Island, United States

• Provide outstanding technical support by analyzing, diagnosing, and resolving issues within service level agreements.• Document and track technical incidents using the corporate Service Now platform.• Maintain knowledge with accurate up-to-date technology trends and security standards.• Support multiple platforms including Pharmacy, Front Store, Minute Clinic, Health Hub, Optical, Photo and Password Resets.

Chesapeake, Virginia, United States

Responsible for troubleshooting escalated member concerns on a one-on-one basis.Processed health flexible and savings account claims in a timely manner.Created communication materials, such as presentations and information packages to keep employees and management updated on plan changes and amendments.Responsible for analyzing complex benefits information.In concert with colleagues, forecasted trends and assisted with future benefits designs.

Norfolk, Virginia Area

Responsible for processing client directed transactions for mutual fund and brokerage accounts through a detailed client database.Responsible for completing and submitting new account applications for brokerage accounts.Responsible for keeping up-to-date dealer changes on college savings, retirement, and individual accounts.Evaluated financial transactions for quality assurance.

Hampton, Virginia

Assisted customers through the process of installing iOS and OS software on their devices of the like.Troubleshot high-level issues for clients when they encounter issues with their iOS and OS devices and provided actionable tips to resolve the problem.Assumed remote login control over customers’ computers when necessary to resolve problems.

Norfolk, Virginia Area

Provided front-line primary technical support to end users on various technical issues and problems related to hardware, software and peripherals. Responsible for responding to, documenting and resolving service tickets in a timely and efficient manner according to Service Level Agreement.Resolved help desk issues including troubleshooting hardware and software issues.Performed root-cause analysis, developed checklists for typical problems and recommended procedures and controls for problem prevention.Supported multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.

Chesapeake, Virginia

Developed company work site content and graphics by designing images, icons, and banners.Maintained site by updating content and graphics; monitoring performance and results; identifying and evaluating improvement options and maintaining links. Troubleshot technical servicing problems while providing clear and concise information to customers.Triaged incoming calls from customers who needed assistance with servicing their credit card account through our electronic servicing platforms, which would include online and mobile banking.

Virginia Beach, Virginia

- Handled customer calls in a high quality manner in a fast paced environment.- Collected and Analyzed information to resolve unpaid debt on accounts.- Researched and Negotiated payment arrangements on past due accounts.