Experience

• 

  Gold's gym

  Dec 2009 - Jan 2015

  Fitness consultant

  • Excelled in customer relationships while maintaining high retention.• Facilitated sales meetings while addressing and exceeding daily goals.• Managed check-ins to identify and process payments on delinquent accounts.• Performed calls to collect account balances for training and monthly fees.

• 

  Unitedhealth group

  Feb 2015 - Sept 2021

  • Provided first line response for users who required troubleshooting assistance through internal ticketing systems.• Rectified application errors by reviewing steps used and identifying the root cause.• Analyzed daily records of actual and forecasted volume to make recommendations for staffing or schedule changes.• Collaborated with operational leadership to identify opportunities for improvement of resource utilization and to achieve service goals.• Reached service level goals by balancing call volume allocation between domestic and international call centers. Show less • Facilitated team meetings that include upcoming initiatives and opportunities identified through call audits.• Managed up to 23 direct reports with a focus on individual and team performance. • Worked as the site lead for work from home and office PC and phone installations.• Researched claims to resolve billing inaccuracies, and global issues. • Provided the transformation team with streamlined solutions for current and upcoming process improvements. • Built, developed, and managed provider relationships through resolving difficult issues, educating on service model, and informing of online resources. Show less

  • Workforce Analyst

    Apr 2020 - Sept 2021

  • Provider Operations Supervisor

    Jan 2017 - Apr 2020

  • Senior Provider Support Advocate

    Feb 2015 - Jan 2017
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  Blaze

  Sept 2021 - Mar 2023

  • Investigate server logs and conduct root cause analysis for application performance.• Implement and maintain monitoring and alerting of production servers using CloudWatch.• Write Infrastructure as Code to AWS EC2, ELB, and VPC using Terraform modules.• Develop and implement access management policies and procedures, and manage access for all systems, including provisioning and removing access for most users, to maintain the security and integrity of company data.• Manage JIRA tickets and Git commits to track infrastructure changes and project management. Show less • Reviewed customers’ current inventory from their previous POS software and established a plan to import their data into the Blaze software.• Developed and executed data migration strategy, leveraging API calls and .CSV file imports to successfully populate product and member inventory data into customer locations, ensuring seamless transition to new systems and minimizing downtime.• Reduced the amount of time to onboard new customers by streamlining current processes and creating data submission templates. Show less

  • DevOps Admin

    Jul 2022 - Mar 2023

  • Data Migration Specialist

    Dec 2021 - Sept 2022

  • Technical Support Agent

    Sept 2021 - Dec 2021
• 

  The idgroup, llc

  Mar 2023 - now

  Infrastructure engineer