it help desk technician resume example with 13+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Broad scope of experience in Information Technology. In person/Remote Help Desk Lead & Systems Administrator with 7+ years experience. Strong proficiencies in DNS, Active Directory, user management and security. Enjoys troubleshooting to find solutions to technical problems.

  • EPIC EHR System
  • OSI VPN Windows Server
  • Cisco R&S Microsoft Exchange
  • Microsoft Onenote SQL VMWare
  • Active Directory DNS TCP/IP
  • DHCP SSL Microsoft Office Suite/365
Work History
11/2015 to Current IT Help Desk Technician Marathon Health | Chesapeake, VA,

Provide help-desk support and resolve problems to the end user’s satisfaction. • Manages security options and software in computers and networks to maintain privacy and protection from attacks • Ensures hardware and software is updated and/or patched; ensures all analog and broadband circuits are operational in accordance with vendor specifications.

• Manages security options and software in computers and networks to maintain privacy and protection •

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 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.

11/2020 to 05/2021 Help Desk Support Technician Maximus, Inc. | Fishers, IN,
  • 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.
05/2012 to 10/2015 Financial Clearance Associate University Of Texas M.D. Anderson | Bastrop, 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
11/2008 to 04/2012 Patient Access Representative Yale-New Haven Health | Rye Brook, NY,
  • 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.
Expected in to to Associate of Arts | Lonestar College, Houston, TX GPA:

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Resume Overview

School Attended

  • Lonestar College

Job Titles Held:

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


  • Associate of Arts

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