Danya Rosado

Experience

• 

  MedRisk

  Jun 2016 - Jan 2023

  • Prepared and managed schedule to ensure call coverage and meet operational requirements• Ensured the Team works tickets and tasks commensurate with their skill and level• Established cross-training resulting in a unified support team• Create, execute, capture, and analyzed SLAs and metrics in an effort to ensure activities are quantifiable and assess quality, performance, and productivity; recognize opportunities for improvement and gain visibility in trends. Analyze call queue trends and ensure metrics are consistent with SLAs.• Provided leadership, management, and guidance to Help Desk staff • ServiceNow administration – provided maintenance, managed Knowledgebase, added new content and workflows, and established and implemented improvements• Created and updated Standard Operating Procedures, Knowledgebase and other documentation.• Created and implemented equipment fulfillment processes and documentation. Ensured shipping and receiving is streamlined and efficient. • Facilitated Problem Management process• Initiated and facilitated automation where applicable• Reviewed and approved payroll; monitored attendance according to point system• Maintained Help Desk staff including staff selection and formal performance evaluations• Assisted with support for migrations: Mitel phone system, MFA, and o365 Show less • Provided first level technical support via phone and ServiceNow ticketing system• Password resets, printer and Windows issues, Avaya and Mitel phone support• Administered user accounts: creating, organizing, updating/modifying, disabling• Account administration (i.e. Zoom, Salesforce and Spark)• Printer and mobile device administration: updated print server properties, organized printers and locations, replaced toner, toner replenishment, adding/removing from network/print server; activated and configured iPhones and iPads, updated devices, device replacements Show less • Handle above average number of customer inquiries for inbound call center both telephonically and by email• Gather detailed information and identify customer needs• Follow up with providers when necessary• Document all call information in database according to operating procedures• Exceeds quantitative expectations regarding customer service and accuracy• Promoted to Floor Support within three months and Senior position within eight months of hire• Recruited to train new hires for Claims Inquiry Team• Transferred to Claims Analytical Team providing analysis for complicated inquiries• Manage email inbox by responding to provider concerns and processing requests• Recruited to handle supervisor calls with difficult customers Show less

  • Help Desk Supervisor

    Jan 2020 - Jan 2023

  • Help Desk Representative Level I

    Nov 2018 - Dec 2019

  • Senior Claims Inquiry Professional

    Jun 2016 - Oct 2018
• 

  Berkadia

  Feb 2023 - now

  Technical Support Engineer

  Onboarding: create accounts, provide access, schedule first day calls, check-in with new hires and assist with IT related issues.Offboarding: disable accounts, retrieve equipmentAsset Management: image and decommission laptops, ship replacement equipment to employees, e-waste