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Skills

  • Technical documentation
  • Technical troubleshooting
  • IT Service Management (ITSM)
  • Escalation processes
  • Operational improvement
  • Supervision
  • Incident Management
  • Task delegation
  • Downtime reduction
  • Team building

Work Experiences

  • Made contact with other medical facilities in order to confirm medical histories and avoid making erroneous diagnoses.
  • Was in charge of office inventory for a 11-person medical facility, which included placing orders up to $3.
  • Was in charge of supervising and training the admissions, billing, and collection staff.
  • Called patients to schedule framework appointments, double-checking information and availability on a regular basis.
  • Advised senior leadership on operational inefficiencies.
  • Achieved this in three years.
  • Analyzed operational workflows and provided actionable insights to management, increasing service efficiency by 55%.
  • Used Salesforce to transcribe over 3 daily meetings and appointments, as well as organize documents for improved office efficiency.
  • Achieved a 73% annual improvement in productivity.
  • Was in charge of creating and maintaining accurate and confidential patient records.

Summaries

  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Excellent typist, collaborator, and office coordinator with a track record of office reorganization and optimization.
  • Desk Operations Specialist is a hardworking and dependable Desk Operations Specialist who excels at project management and vendor management.
  • Accomplished in cost-reduction strategies.
  • Vendor management in program settings and stakeholder engagement in project management settings.
  • Looking forward to taking on a new challenge with a successful team.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Experienced Desk Operations Specialist with a track record of managing a wide range of medical administrative needs in high-volume, patient-centered environments.
  • Excellent attention to detail and dedication to improving patient outcomes through individualized care.
  • Desk Operations Specialist with experience in a busy medical office assisting 9 physicians.

Accomplishments

  • Introduced a ticket prioritization framework, creating a data-driven approach that boosted operational throughput by 67%, compliant with company standards.
  • Analyzed incident patterns across multiple office locations, enabling more proactive maintenance schedules and reducing emergency service calls by 21%.
  • Crafted a detailed desk support knowledge base that improved first-contact resolution rates by 84% and reduced training time for new hires.
  • Overhauled team scheduling based on time-sensitive service ticket trends, reducing inter-departmental wait times by 65%.
  • Successfully reduced average ticket resolution time by 78% by implementing targeted process development strategies.
  • Collaborated with IT security teams to integrate compliance policies into desk operations, achieving ITIL compliance and reducing vulnerability incidents by 32%.
  • Ensured adherence to SLAs by reviewing and managing escalated tickets, reducing the backlog by 21% within 2015.
  • Pioneered a system change notification process that reduced unscheduled downtime by 80% and improved user preparedness.
  • Developed a comprehensive documentation guide for desk-side support, resulting in more standardized operations and cutting system downtime by 26%.
  • Developed an asset management system integration process, reducing discrepancies by 72% and optimizing asset inventory control across 6 locations.

Affiliations

  • Associate, International Association of Information Technology Asset Managers (IAITAM)
  • Participant, Six Sigma Green Belt Certification Program
  • Volunteer Coordinator, Helpdesk Solutions Week Atlanta, 2016
  • Member, Project Management Institute (PMI)
  • Active Participant, IT Operations and Benchmarking Webinar Series
  • Certification Holder, Microsoft Azure Fundamentals Certification 2022
  • Certification Holder, Microsoft Certified Solutions Expert (MCSE) 2020
  • Attendee, Gartner IT Infrastructure, Operations, and Cloud Strategies Conference 2020
  • Graduate, Cisco Certified Network Associate (CCNA) Program
  • Certified Technology Specialist, Ansible Automation

Certifications

  • Salesforce
  • Certified ScrumMaster (CSM)
  • Certified Incident Handling Engineer (CIHE)
  • Certified Information Security Manager (CISM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Technology Asset Manager (CITAM)
  • CompTIA Cloud+ Certification
  • Axelos ITIL Service Operation Manager Certification
  • AWS Certified Solutions Architect – Associate
  • Cisco Certified Internetwork Expert (CCIE)

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