SOBIA SAEED
Atlanta,GA
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Technical and Customer Support Specialist roles, and working in 24/7 uptime environment.
Overview
4
4
years of professional experience
Work History
Support Specialist
Walmart
01.2024 - 08.2024
- Ticketing Systems: Leveraged the ServiceChannel platform to efficiently monitor, track, and document incidents, ensuring timely resolution for Walmart technicians in alignment with SLAs while minimizing downtime
- EMS Systems: Proficiently utilized Novar, OPUS, Danfoss, and Emerson systems to support callers with HVAC and lighting issues across Walmart and Sam's Club locations nationwide
- MS Office Suite: Regularly utilized Outlook and Teams to collaborate with cross-functional teams and departments, facilitating seamless issue resolution
- Escalation Support: Proactively collected detailed information and escalate complex issues to higher-tier teams, ensuring prompt and effective resolution
Support Center Specialist
Tegria Services Group Inc.
06.2023 - 12.2023
- ServiceNow: Employed ServiceNow for streamlining ticketing, comprehensive analysis and documentation, effective ticket escalation, and robust knowledge base management
- EPIC and MyChart support: Efficiently reset passwords, assist users with MyChart sign-ups, and promptly resolve any Epic systems issues
- Remote Support: Utilized remote tools including Citrix Director, LogMeIn Rescue, and Bomgar to access users' computers remotely for troubleshooting
- Internet and VPN: Delivered technical support over the phone, efficiently resolving various connectivity issues for remote and on-site users
- Citrix: Provided specialized support for applications within the Citrix environment, ensuring seamless user experiences and resolving functional discrepancies
- Active Directory: Managed password resets and user access using Active Directory, ensuring uninterrupted productivity for users
- SailPoint: Verified user identities, process access requests, and monitor access permissions to applications and data
- Imprivata: Provided support for Imprivata badge enrollment, multifactor authentication (MFA), and user verification, ensuring seamless and secure access in healthcare technology environments
- Printers and Scanners: Mapped network printers and troubleshooted connections or installations for seamless printer and scanner functionality
- Managed incidents and supported HVAC/lighting systems to ensure timely resolutions and minimize downtime
- Remote technical support for healthcare clients including temple health, Cottage health and Children's Wisconsin
Pharmacy Technician
CVS Pharmacy
01.2021 - 06.2023
- Software Proficiency: Familiar with POS systems, inventory management tools, and automated dispensing systems, demonstrating strong technical aptitude
- Data Entry & System Maintenance: Accurately entered patient and prescription data into pharmacy management systems while maintaining system integrity
- Third-Party Billing Troubleshooting: Addressed and resolved billing issues with third-party systems and insurance providers, utilizing technical knowledge to solve complex problems
- Electronic Health Record (EHR) Systems: Used EPIC for accessing and managing patient health data and medication histories
- HIPAA Compliance: Ensured adherence to HIPAA regulations, safeguarding patient confidentiality and data security
- Multitasking: Managed multiple responsibilities simultaneously in a fast-paced environment, ensuring efficient service delivery
- Supported pharmacy operations with EHR management, data entry, billing resolution, and adherence to HIPAA in a fast-paced environment
- Coordinated verification and filling of more than 1000 daily prescriptions in high-volume in-person pharmacy environment.
Education
Bachelor of Science - Information Technology, Software Development
Georgia Gwinnett College
Atlanta, GA07-2025
Skills
- Typing Speed: 70-80 WPM
- Operating Systems: Linux, Microsoft Windows, MacOS
- Office Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Access), Google Workspace
- Remote Support Tools: Citrix Director, LogMeIn Rescue, Bomgar
- Programming Languages: SQL, Python, Java, C
- Healthcare Systems: Epic, MyChart, ServiceNow, Imprivata, Citrix
- Web Development: HTML, CSS, JavaScript
- Positive Attitude & Team Collaboration
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Support Specialist
Walmart
01.2024 - 08.2024
Support Center Specialist
Tegria Services Group Inc.
06.2023 - 12.2023
Pharmacy Technician
CVS Pharmacy
01.2021 - 06.2023
Bachelor of Science - Information Technology, Software Development
Georgia Gwinnett College
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