Tabitha Werkmeister

Experience

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  Certified Medical Consultants

  Jan 2007 - Sept 2016

  Administrative Assistant

  Managed high volumes of time-sensitive cases, including faxing, sorting records, and sending correspondence to insurance companies and doctors’ offices nationwide. Scheduled appointments and reviews, conducted doctor searches, negotiated fees, and handled patient travel arrangements and itineraries.• Provided phone support, took messages, and facilitated communication between stakeholders.• Built relationships and partnerships with doctors across the United States in various specialties.• Communicated with doctor's offices and insurance companies across the United States to build expectations and ensure deadlines are met. • Assisted colleagues with learning new tasks and computer applications, troubleshooting computer errors, and installing new hardware, software, and other devices.• Served as team lead for a unit of four employees, acting as the primary knowledge base and resource for the medical records team. Show less

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  Connexion Point (cXp)

  Sept 2016 - May 2018

  Began as a Desktop Support Technician, setting up desktops, laptops, printers, and other devices, along with reimaging, decommissioning, replacing hardware, and managing network cables and keystones. Handled IT support for a call center with over 400 agents at one location and provided remote support for additional locations across multiple states.• Created a comprehensive knowledge base guide to improve efficiency for new technicians in assisting agents.• Promoted to Lead Technician for two Florida locations after one year, adding responsibilities such as report generation, employee reviews, and project management.• Planned, coordinated, and executed several small to medium-sized projects, including building training rooms, adding new clients, and expanding site endpoints, involving inventory planning, environment setup, and network setup requests. Show less Began as a Desktop Support Technician, setting up desktops, laptops, printers, and other devices, along with reimaging, decommissioning, replacing hardware, and managing network cables and keystones. Handled IT support for a call center with over 400 agents at one location and provided remote support for additional locations across multiple states.• Created a comprehensive knowledge base guide to improve efficiency for new technicians in assisting agents.• Consistantly assisted in keep chat wait times down at remote sites, while also managing any high priority issues and requests on-site. Show less

  • Lead Technician

    Sept 2017 - May 2018

  • Desktop Support Technician

    Sept 2016 - Sept 2017
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  Konica Minolta Business Solutions U.S.A., Inc.

  May 2018 - Apr 2024

  Promoted to the Major Account Onboarding Team as an Enterprise Customer Onboarding Specialist (Knowledge Specialist), onboarding new and existing clients to new services. • Conducted individual and team workshops with clients to gather detailed information on their applications, services, and environments, and input this data into the knowledge management system (ServiceNow) as knowledge articles and CMDB entries.• Conducted more than 10 live trainings and created over 20 recorded trainings and more than 80 knowledge articles on various topics for a variety of audiences.• Ensured gathered information is utilized by helpdesk, field engineers, and account teams to effectively support clients.• Served as a Domain Advocate, providing weekly and monthly updates on standards, bugs, and new releases, to the ServiceNow ticketing systems to help drive new standards to client documentation and new policies for ticket workflows. • Gained extensive experience with various infrastructures, applications, and services (Cloud, On-prem, Legacy, SaaS) in an MSP environment, adapting to diverse client needs across industries such as healthcare, education, legal, and hospitality.• Continuously evolved skills to ensure accurate and comprehensive knowledge support for all types of clients. Show less Remotely troubleshot, resolved, and documented user and administrator help desk requests for workstation, server, mobile device, network, and peripheral issues, ensuring quick ticket closure and high client satisfaction.• Progressed from Level 1 Engineer to Tier 2 Escalation Point and Subject Matter Expert for more than 5 enterprise-level clients, also assisting with field work as needed.• Collaborated with vendors and managed software/hardware for Cisco, Dell, Lenovo, Proofpoint, Sage, Meraki, Ultipro, Canon, Microsoft Office 365, Microsoft Azure AD, Fortinet, AT&T, Verizon, Comcast and more.• Gained extensive experience in various infrastructures, applications, and services (Cloud, On-prem, Legacy, SaaS) within an MSP environment, adapting to diverse client needs.• Developed skills across multiple industries (healthcare, legal, hospitality, education) to provide comprehensive support and ensure proper knowledge for all client types.• Created more than 20 knowledge articles for internal and external audiences on applications, services, processes, and procedures.• Conducted several internal training courses to provide knowledge on client content and internal services and migration projects. Show less

  • Enterprise Customer Onboarding Specialist

    May 2021 - Apr 2024

  • Remote Support Engineer

    May 2018 - May 2021
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  DEM360

  Jul 2024 - now

  IT Technician