Help Desk Support Technician resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

IT technician with over 5 years experience who enjoys troubleshooting to find solutions to technical problems. Strong proficiencies in DNS, Active Directory, user management and security.

  • Active Directory DNS TCP/IP
  • OSI VPN Windows Server 08-16
  • Cisco R&S Microsoft Exchange
  • Microsoft Onenote SQL VMWare
  • DHCP SSL Microsoft Office Suite/365
Work History
Help Desk Support Technician, 11/2020 - 05/2021
Lake Region Healthcare Corp. Elbow Lake, MN,
  • Analyzed, resolved, and documented problems in accordance with current standards.
  • Handled incoming communication to the Help Desk including ACD calls, voice mail, and e-mail.
  • Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
  • Provide computer desktop support in accordance with established policies and procedures.
  • Followed up with customers to ensure the request was completed in a timely and satisfactory manner.
  • Maintained awareness of new systems being installed at TMH to provide technically accurate customer support.
  • Maintained professionalism in conduct and utilized good judgment in decision-making.
  • Assists Help Desk Analyst I with problem resolution.
  • Provided accurate documentation of work performed using problem management, and other work management systems and tools used within the IT division.
  • Provides and maintains security and data integrity measures.
  • Demonstrated the components of the ICARE values statement.
  • Performed other duties as assigned.
IT Help Desk Administrator, 11/2015 - 01/2021
Duarte Santa Clara, CA,

Provide help-desk support and resolve problems to the end user’s satisfaction. • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority. • Modify configurations, utilities, software default settings, etc. for the local workstation. • Assist with boarding of new users. • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment. • Install, test and configure new workstations, peripheral equipment and software. • Maintain inventory of all equipment, software and software licenses. • Manage PC setup and deployment for new employees using standard hardware, images and software. • Assign users and computers to proper groups in Active Directory. • Perform timely workstation hardware and software upgrades as required.

Financial Clearance Associate, 05/2012 - 10/2015
University Of Texas M.D. Anderson Laredo, TX,

Utilized medical acceptance criteria to screen and schedule appointments for new patients, to ensure optimal efficiency in clinic operations. • Communicated clearly and professionally in all patient communications. • Collected complete and accurate financial and consent data during intake and registration process, and verified data during new patient registration • Obtained insurance information, verified benefits, and secured authorizations when needed. • Communicated financial information to patients, including cost estimates, payment plans, discounts, and supplemental financial assistance; providing clarification on medical overrides and account reviews as appropriate. • Completely and accurately documents communications with payors, patients, and the treatment team, using established guidelines for each area and demonstrating appropriate task prioritization and urgency. • Obtained and document verification of patient benefits, including information regarding the product type, in-network or out-of-network status, all applicable co-payment, deductible, and co-insurance amounts or percentages, pre-existing indicator and time period, and any lifetime or annual maximums into electronic health record in a timely manner • For patients participating in a clinical trial, appropriately document and review with patients and the payors services being covered by the clinical trial sponsor and those designated for coverage under the patient's insurance • Answered emails and phone calls in a timely manner, and responded to voicemails and in-basket messages within one business day

Patient Access Representative, 11/2008 - 04/2012
Mary Bird Perkins Cancer Center Hammond, LA,

• Greeted customers following CHI Standards of Care, provided world-class customer service, completed full patient registration at date of service, adhered to financial & cash control policies & procedures, thoroughly explained and secured Hospital & patient legal forms (i.e., Advance Directives, Conditions of services, Consent for treatment, Important Message from Medicare, EMTALA, etc.). • Scanned Protected Health Information, created and filed patient information packets/folders for upcoming Hospital services. • Scheduled diagnostic procedures (entered data in scheduling system, provided customer with appointment instructions) • Educated patients about patient financial liabilities, employed proper, compliant patient liability collection techniques before, during & after date of service, performed Hospital cash reconciliation & secured payment entry in adherence to financial & cash control policies & procedures • Secured medical necessity checks/verification in accordance to Centers for Medicare & Medicaid services, verified insurance, benefits, coverage & eligibility, completed assigned registration financial clearance work lists activities, obtained insurance authorizations for scheduled & unscheduled Hospital services, and secured inpatient visit notification to payors.

Associate of Arts: , Expected in
Lonestar College - Houston, TX,

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Resume Overview

School Attended

  • Lonestar College

Job Titles Held:

  • Help Desk Support Technician
  • IT Help Desk Administrator
  • Financial Clearance Associate
  • Patient Access Representative


  • Associate of Arts

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