Diagnose and resolve desktop-related support tickets, ensuring timely corrective actions or escalations as needed. Configure, image, and ship new hire devices to streamline onboarding. Process and manage change-management requests efficiently. Maintain accurate updates in the ticket tracking system, documenting status and resolutions. Provide direct customer support, leveraging strong interpersonal skills to enhance client relationships. Install software, hardware peripherals, and security patches to maintain system integrity. Troubleshoot and resolve end-user desktop issues, including loaner hardware management, printer configuration, and troubleshooting. Installs software and/or hardware peripherals, apply security patches Perform user administration tasks such as account management, disk space allocation, backups, and file restoration. Assist in developing documentation and checklists to enhance service quality, efficiency, and effectiveness. Collaborate across IT teams to facilitate problem resolution and improve system functionality. Perform additional duties as assigned to support IT operations.

(June 2022 – March 2024) Provided day-to-day troubleshooting and problem-solving for technical staff and end users, ensuring the operation of hardware, software, networks, handheld devices, and peripherals. Installed, configured, and maintained computing tools, performed preventative maintenance, and implemented system upgrades. Configured computers to align with organizational security standards, assessed individual needs for firewall configurations, and removed viruses or malware. Delivered technical support for onsite systems and cloud-based solutions, including Office 365 and Azure. Consulted with users to assess and implement file structure needs and performed data migrations. Developed and provided training based on user consultations and technology requirements, including one-on-one and small group training, FAQs, knowledge base entries, and job aids to assist users electronically. Clinical Support Specialist (November 2021 – June 2022) Responded to client inquiries regarding test results, turnaround times, and the client portal. Managed incoming calls to the laboratory, ensuring prompt and professional assistance. Provided timely support to Sales Team members and clients via email and phone. Applied knowledge of Bridge Diagnostics’ Client Services policies and procedures to address client needs. Conducted client outreach to resolve discrepancies and obtain missing information. Maintained compliance with laboratory QA documentation requirements for client services. Performed additional duties as assigned to support operational efficiency.

Ensured quality shipments, timely deliveries, and adherence to company standards for high customer service. Processed shipments and coordinated with the Operations Team to manage inbound and outbound logistics. Managed product packaging for shipments, including inventory control of shipping materials. Performed quality control checks on outgoing shipments and printouts to ensure accuracy before data entry. Conducted regular physical inventory counts and cycle counts to maintain accurate stock levels. Served as the primary point of contact for clients and Bridge Diagnostics Territory Managers regarding shipment-related inquiries.

Managed order bookings, shipping, and backlog for designated accounts. Verified the accuracy of purchase orders, ensuring correct pricing, MOQ, Incoterms, and shipping points, while communicating necessary changes to customers. Monitored and maintained customer receivable accounts, assisted with accounts receivable (AR), and provided credit release recommendations to management for credit-related concerns. Collaborated with internal departments, including Accounting, Production, Supply Chain Management, Logistics, and RMA, to resolve issues efficiently. Identified and escalated risks or challenges, provided timely updates, and worked closely with customers until issues were resolved. Conducted month-end, quarter-end, and year-end account activity analysis to ensure accurate reporting and account management. Supported assigned accounts with order fulfillment, troubleshooting, expediting, and quarter-end processes.

Collaborated with provider offices to request and coordinate the exchange of medical records via fax or mail for HEDIS measure validation. Processed hundreds of incoming medical records in compliance with HEDIS standards, ensuring timely upload for the abstraction team. Managed the transfer of high volumes of medical record files daily, utilizing a database management system to ensure proper storage and accessibility. Accurately documented all interactions in the Pursuit tool while meeting required production and quality standards.