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Experienced Service Desk Analyst with a demonstrated history of working in the customer service industry. Skilled in Microsoft Office, IT Helpdesk and Customer Service. Strong information technology professional with a High School Diploma from Normandy High School.

Soldan High School

Service Desk Support Analyst

Ariel Rancher-Shields

Intelliteach

Serve as the initial contact for reporting technical issues, and answering
questions regarding upgrades, installations, and other software/hardware/
network issues.

Effectively communicate with clients in a clear, positive, and professional
manner (in accordance with Intelliteach script, spelling, grammatical, and
related guidelines);

Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;

Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;

Clearly and thoroughly document requests for assistance in our ticket
management system, and track incidents through to resolution/escalation (per
client guidelines);

Escalate unresolved issues to Team Leads.

Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely
manner.

Contacts appropriate insurance companies for benefit verification & precertification.

Supplies all documentation required during pre-certification process to
insurance companies.

Maintains log of all pre-certifications in process.

Documents when precertification is received from insurance companies.

Communicate in a professional manner with particular emphasis on positive
and respectful interaction with patients and offices.

Be able to provide
consistent excellent customer service in a variety of situations.

Excels on multiple ancillary computer systems.

Intermediate use of Soarian and Epic.

Patient Billing Representative

Scheduled and circulated materials and equipment.

Provided routine software and hardware maintenance on materials and
equipment in classrooms.

Provided equipment set-ups including computers, multimedia, LCD panels,
speakers, microphones, and projectors; assures the correct operation of media equipment that is permanently installed in classrooms or circulated through
storerooms.

Helped with assistance for the use of camcorders used by faculty and
students.

Saint Louis Community College

IT Student Worker

Displaying expertise in Epic modules (Ambulatory, Beacon) during Go Lives,
helping doctors an nurses navigate through Epic while seeing patients for two
to four weeks at a time.


Insight Global

Epic ATE Support Specialist

Taking roll when the children arrive and supervising them during their time on
the playground. 

Effectively resolving conflicts that arise. 

Taking the kids to the gym for snack time and for the rest of
the day. 

Setting up activities for the children to do while they wait for their parents. 

Signing kids out when their parents come to get them.

Lafayette Preparatory Academy

After Care Worker

Taking care of client's everyday needs and chores.

Paraquad

Home Health Aide

Paid opportunity to attend Harris Stowe University for CompTIA A+ classes.


STL Youth Jobs

Youth Worker

 Provided customer support in the form of inbound calls for Teavana
Customer Service.

Adhered to quality guidelines to ensure quality customer service, helping
customers place orders, issue refunds and secure price adjustments.

Resolved customer conflicts by following company de-escalation practices.

Assisted customers with tracking orders and setting up online accounts.

Convergys

Customer Service Representative

 Maintained and operated equipment according to company guidelines.

Provided exceptional customer service in a fast-paced environment with
minimal supervision.

Praised by management for strong communication and customer service
skills.

Ariel Rancher-Shields’s posts