kristina armentrout

* Providing customer support and answering phone inquiries. Reply to letters from attorneys, insurance companies, and beneficiaries as well as phone calls. Gather further information and update records on the accounts. Process demand letters with the correct ICD-9 codes to pursue recovery for Medicare. Process payments on the accounts and process refunds for remaining credit balance. * Answer phone inquiries * Process password resets and unlock accounts for Delphi and Prism Users * Reply to email requests through Lotus Notes for technical support * Logging tickets in BMC Remedy for technical support * Reply to voicemails requests for technical support * Basic Troubleshooting

Setting up new users accounts, remove users accounts. Open tickets in ticketing system called Track It! Assist users with setting up their cell phones. Pick up packages from the mailroom and disperse out incoming mail. Clean up security groups in the Active Directory. Create training documents for users and for team to use. Update information on intranet site and answer phone calls. Work on requests received from user in help desk inbox.

Assist in training employees, handled supervisor calls, answer phone inquiries about billing, and other services for credit card holders. Apply payments to balances and handle business card sales. Coordinate projects to enhance team building skills and boost up employee morale.

Callback customers to assist in troubleshooting process for their phones; answer inquiries about billing and respond to faxes received from customers. Process orders and document accounts by adding or removing service features as requested.

* Duties involve providing IT, phone, and remote support for DOL customers nationwide. Issues are reported via direct phone calls, email, and DOL management assignments. * Duties and essential job functions include: * Resolving problems directly whenever possible using troubleshooting skills and via remote control. * Interfacing with local support, Tier 2 to resolve problems above the Tier 1 level. * Documenting reported problems and requests with actions taken in the Remedy application. * Submitting new information to populate and update the Remedy knowledgebase used by technicians to help resolve reported problems and requests. * Completing management assigned projects as required. * Support provided includes the following. * First point of contact for all DOL related IT issues. * Operating systems including Windows XP, Windows 7, MAC OS, Android, and associated smartphones and tablets. * Microsoft Outlook email applications and webmail. * Password, account maintenance, and other access protocol support. * Proprietary software and COTS software maintenance and troubleshooting.

Activities and Societies: None

Computer Repair Program (Completed 01/31/2011) Computer Repair and Troubleshooting I- Completed Computer Repair and Troubleshooting II- Completed Network and Routing Fundamentals-Completed Windows Vista-Completed CompTia A+ Certification-COMP001020207475 Certificate of Training-Desktop Support Technician Activities and Societies: None