Heather Witte

Experience

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  Walgreens

  Jun 2015 - Jan 2017

  Customer Service Associate

  Engaged customers as a sales associate and cashierTrained new associates in the operation of in-store systems, ethical business practices, and federal regulatory rules governing personal health information

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  Southern Illinois University Edwardsville

  Aug 2016 - May 2019

  ITS Help Desk Technician

  Engaged with a wide skill range of end users to provide frontline technical support in person, via telephone, online, and through email averaging 45 – 55 customers per 8 hours workedManaged and documented support events through a ticket handling and knowledge base systemManaged information security events such as spam remediation, phishing remediation, password lockouts, and malware analysisMaintained the confidentiality, availability, and integrity of SIUE classified data through compliance with State and Federal regulations, training on school information security culture awareness, ethics training, and security event remediation Show less

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  KPMG

  Jun 2018 - Aug 2018

  Information Technology Intern

  Provided frontline technical support to KPMG professionals throughout the United States via online chat for a variety of internal and external systemsVolunteered as events coordinator for annual community service events, budgeting activities, and presentations dealing with Audit and Information Technology

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  Books A Million

  Nov 2019 - Mar 2020

  Book Seller

  Provided general customer support and knowledge on merchandise, sales, and policies

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  Southern Illinois University Edwardsville

  May 2020 - Nov 2020

  Help Desk Specialist

  Engaged with a wide skill range of end users to provide frontline information technology support via telephone, and through email averaging 20 – 40 customers per 8 hours workedVerified customer identity in second level support to provide secure account supportManaged and documented support events through a ticket handling and knowledge base systemManaged information security events such as spam remediation, phishing remediation, password lockouts, and malware analysisMaintained the confidentiality, availability, and integrity of SIUE classified data through compliance with State and Federal regulations, training on school information security culture awareness, ethics training, and security event remediation Show less

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  Epic

  Feb 2021 - Feb 2023

  Supported and maintained the Resolute Hospital Billing Application for four prominent healthcare organizations in the US; two of which are industry-leading large Research/Academic OrganizationsFacilitated conversations on both the IT- and Operations-level to understand how to best support and advocate for the needs and priorities of my customersSupported the implementation process by both working on the go-lives for six Epic customers throughout the US and Canada as well as owning a simulation training program for all new hires in the division, roughly 45 TS during my tenure, to teach them how to support an implementation projectHelped solve the short-staffing problem facing many healthcare groups by creating a comprehensive checklist for staff efficiency and accountability that outlines the technical functionality available, key questions to address in meetings with the stakeholders, and clear implementation steps. Show less

  • Team Lead, Hospital Billing Application

    Feb 2022 - Feb 2023

  • Technical Solutions Engineer, Hospital Billing Application

    Feb 2021 - Feb 2023
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  McCarthy Building Companies, Inc.

  Mar 2023 - now

  • IT Support Team Lead

    Mar 2024 - now

  • Senior IT Customer Support Specialist

    Mar 2023 - Mar 2024