Skilled IT Help Desk professional with 5+ years of customer service, quality assurance expertise, and troubleshooting experience. Proficient in Calabrio QA platform with proven ability to conduct quality evaluations and identify compliance issues. Holds Google IT Support Professional certification and quickly adapts to new systems while continuously advancing technical and analytical skills.
IT Tech Support Service Representative
Provided enterprise-level technical support across 30+ higher education institutions, managing critical learning platforms including Canvas and Brightspace. Utilized ServiceNow, VPN, and remote desktop solutions to deliver rapid incident resolution while maintaining FERPA compliance. Expertly handled Active Directory and ERP systems to ensure seamless operations for faculty, staff, and students.
Educational Support Customer Service Representative
Supported account administration and user access by phone and email. Resolved password resets, account lockouts, and complicated questions without slowing users.
Health and Wellness Customer Service Representative
Efficiently managed customer support, addressing member inquiries about accounts and operations promptly. Handled tasks such as password resets, access granting, and registration processing.
Pharmacy Customer Service Representative
Assisted members and doctors by answering 30 calls daily, reviewing in-network pharmacies, examining covered medications, and maintaining strict HIPAA compliance.
Group Support Customer Service Representative
Responded to calls from members concerning medical insurance-related questions. Recognized by management for going above and beyond in addressing concerns.
July 2023
Computer Information Systems
Saginaw Valley State University
May 2019
C++, Visual Basic, SQL, HTML, CSS
MS Visual Studio, Microsoft Office Suite, Adobe Creative Suite
Windows, Unix, Linux, Macintosh
Saginaw Valley State University
American Cancer Society
Managed website content, email campaigns, and online reports for local branches. Collaborated with committee members on digital fundraising challenges.
American Cancer Society
Set up luminary ceremonies and collaborated with 50-100 volunteers to prepare for events honoring those fighting cancer.
July 2023
May 2023
March 2023
January 2023
December 2022
June 2022