United States
A hobbyist Accountant, who stumbled into Information Technology, who stumbled into a career in Technical Writing he surprisingly loves.
• Created searchable and digestible process documentation for troubleshooting issues for readers with little to no technical troubleshooting experience. • Led discovery for multiple clients and internal teams during onboarding procedures. • Performed varying kinds of research, and worked with multiple teams and clients in order to gather necessary information. • Identified pain points, knowledge gaps, and areas of concern in documentation. • Created documentation and processes when applicable (SOC). • Proofread article submissions and feedback from customers and internal employees, as well as peer-editing before articles are published. • Archived and retired documentation when out of cycle or use. • Tracked use of articles to improve writing and visibility. • Archived and retired documentation for customers no longer with the company, and reversed archives for customers who have returned. • Worked with supervision, other SME’s, and Engineers (SOC) on staying up to date with training and current submission expectations.
• Managed alert notifications, automated team routing, and criticality of monitoring alerts. • Provided troubleshooting instructions to be automatically applied to alerts when events would trigger, directing how to resolve issues and whom to contact when applicable. • Linked monitoring alerts directly to known issues using the knowledge base. • Created and improved upon system of submitting requests for updates to SYMON and their points of contact. • Organized and established points of contact associated with alerts. • Provided data dumps of alerts and points of contact for audits. • Created and performed presentations of SYMON and its applications to customers and internal employees.
• Monitored host health and alerts, performing troubleshooting when applicable. • Notified customers and internal teams with updates and solutions. • Utilized tools such as ServiceNow to create and track incidents, escalating when necessary for further assistance. • Generated a variety of reports based on customer and internal needs. • Processed access requests for both clients and internal agents. • Handled CALL tickets to notify of potential down time of hosts / computers / breached thresholds / backups. • Multi-tasking general service desk responsibilities, including provisioning, feedback to knowledge databases, and customer relations regarding events or expectations.
• Assisted H & R Block employees and Tax Professionals with internet troubleshooting, software and hardware issues, tax questions, and escalations. • Performed and instructed callers on office setup preparations, and tax software questions. • Processed new hardware requests and provisioning. • Documented and tracked incidents using DoveTail. • Used remote access user environments using Citrix Receiver to resolve issues.
• Answered phones, providing members with information regarding their policies and benefits. • Assisted providers with correct benefit and eligibility information in order to process their claims. • Knowledgeable with medical codes and medical billing. • Performed claims analysis, investigations, and corrections where applicable. • Assisted with payment processing through BCBSM. • Assisted co-workers with questions, IT help, and coming to correct answers through problem solving and research. • Knowledgeable in National Health Care Reform.