Hope West
Kenner,LA
Summary
Detail-oriented and service-focused Technical Support Specialist with a B.S. in Computer Information Systems and 1+ years of professional IT support experience. Skilled in troubleshooting, end-user training,and collaborating across teams to resolve hardware/software/network issues. Seeking to contribute technical expertise and customer-focused solutions in a Tech Support Specialist role at Entergy
Overview
7
7
years of professional experience
Work History
Billing Representative
Louisiana Children's Medical Center Health
07.2023 - Current
- Maintain billing records and documentation and preparing financial and billing reports for internal use.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Assist with audits by providing required billing documentation.
- Coordinate with internal departments (e.g., sales, finance, customer service) to resolve issues.
- Ensure timely billing based on project completion, service delivery, or contract terms.
- Ensure compliance with billing policies, data privacy laws (e.g., HIPAA, if in healthcare), and industry regulations
- Handle sensitive customer financial information securely. Submit claims to insurance providers; follow up on denials.
IS Support Specialist
Ochsner Health
06.2022 - 07.2023
- Provided Tier 1 support to over 1,000 patients monthly via phone, live chat, email, and ticketing systems
- Diagnosed and resolved hardware/software/network issues using test scripts, logs, and root-cause analysis
- Trained new employees and created SOP documentation to enhance onboarding and knowledge transfer
- Partnered with vendors to troubleshoot hardware issues and procure replacement components
- Maintained HIPAA compliance while handling sensitive patient data
Billing Representative
Ochsner Health
06.2019 - 06.2022
- Reconciled aging accounts and reduced outstanding invoices by 50% through accuracy and follow-up
- Trained team members on system updates and software usage
- Generated daily billing reports and performed QA checks on submitted claims
- Maintained meticulous documentation across multiple insurance payers, including Medicare/Medicaid
Sales Supervisor
Office Depot Inc
06.2018 - 05.2019
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
Education
Bachelor of Science - Computer Information System
University of Arkansas At Monticello
Monticello, AR05.2018
Skills
- Technical Troubleshooting (Software/Hardware/Network)
- Onboarding facilitation
- Cross-department collaboration
- Documentation and process development
- Proficient in Microsoft Office Suite
- Data entry experience
Awards
- Compliance and Ethics Badge of Recognition(Wal-Mart) 2016-10
- Computer Information Systems Club Member(UAM) 2016-01 - 2018-05
- Merle and Deloris Peterson Scholarships 2016-01 - 2018-05
- Academic Challenge Scholarship 2014-08 - 2018-05
Timeline
Billing Representative
Louisiana Children's Medical Center Health
07.2023 - Current
IS Support Specialist
Ochsner Health
06.2022 - 07.2023
Billing Representative
Ochsner Health
06.2019 - 06.2022
Sales Supervisor
Office Depot Inc
06.2018 - 05.2019
Bachelor of Science - Computer Information System
University of Arkansas At Monticello
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