Nelson O. Walker III nelsonowalker3@gmail.com

EDUCATION Bachelor of Arts- Health Informatics: Ashford University – Clinton, Iowa GPA: 3.25 March, 2014

Certification- Customer Service Specialist: Central Georgia Technical College – Macon, Georgia GPA: 4.0 December, 1999

SUMMARY OF QUALIFICATIONS Over 13 years of business and consumer experience including 5+ years with help desk, call center, and technical support experiences

Demonstrated abilities in account management, training, coaching, and project management.

Excellent analysis, reporting, and business proficiency. Able to multitask effectively; work independently or in team environment.

Outstanding verbal and written communications skills.; Computer Knowledge: Business Objects, SQL, Sales Force, AS400, Microsoft Office

PROFESSIONAL EXPERIENCE Inovalon ♦ Product Support Analyst ♦ Alpharetta, Georgia ♦ 09/2014 – Present Continually monitor and clear all Help Desk issues providing technical support for healthcare software product.

Identify software issues and interface with the Development and Business Analyst teams to resolve them and meet client service needs.

Manage and document progress throughout the “life cycle” of reported issue ensuring that the solution meets functional requirements.

Ensure that provider PHI data remains compliant with HIPPA Privacy and Security rules when transmitting data across networks. 

Sprint ♦ Business Account Support Specialist ♦ Atlanta, Georgia ♦ 8/2011 – 09/2014 Introduced mobile solutions to public sector, government, and enterprise business level accounts having 500 – 5000 plus lines of service.

Assisted Project Managers and clients with wireless equipment deployments, mobile application setup and support, and go live activations.

Identified customer service needs through briefing, usage trends, cost drivers and data analyses, working directly with the sales teams to prepare and present proposals.

Sprint ♦ Business Wireless Technical Support II ♦ Atlanta, Georgia ♦ 7/2010 – 8/2011 Responsible for answering and responding to 200 inbound ISP and advanced wireless technical support calls, troubleshooting voice, data video

issues, and installing software.

Applied troubleshooting skills to diagnose issues and walk end users through tasks to identify root causes to fix technical problems.

Utilized interpersonal skills and first- call resolution strategies to drive continuous improvement in first call resolution rates and effectiveness of the tech support teams.

Knowledge of help desk ticketing systems demonstrating a track record of developing and providing Service Level Agreements and Service Desk deliverables

Farmers Insurance ♦ Agent Support Representative ♦ Alpharetta, Georgia ♦ 05/2006 – 07/2010 Provided direct support to groups, policy holders, and over 1000 brokers and agents; conducting in-depth research and analysis to resolve

complex and/or escalated customer service issues. Processed policy holder terminations, conversion quotes and/or transferring callers to the appropriate party. Prepared training documentation utilizing procedural manuals and other available resources reporting directly to the VP of operations

delivering thorough documentation on previously un-captured business processes.

TruGreen ♦ Accounts Receivables ♦ Macon, Georgia ♦ 05/2005 – 05/2006 Audited service invoices and maintained activity reports for services and responded to billing inquiries Managed collections database contacting 125-200 customers via direct mail, email, and outbound calls.

Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily achieving monthly targeted performance objectives for collections.

Verizon Wireless (Formerly: Cellular One) ♦ Retail Sales Associate ♦ Macon, Georgia ♦ 08/2001 – 01/2005

Analyzed customer needs and presented solutions for wireless products and services.

Answered customer billing inquiries and questions: wireless handset function, voice and data capabilities.

Consistently met monthly activation quota of 45+ subscribers per month.