Keyon Mc Kenzie

KEYON MCKENZIE -●-CLIENT SUPPORT SPECIALIST Experienced Technical Support Engineer with a robust background in computer science, specializing in providing top-tier support to engineers and software agencies. Adept at performing thorough technical triage, enhancing product quality, and ensuring compliance with government security protocols. Proficient in leveraging Microsoft technologies to streamline processes and improve serviceability. Known for creating comprehensive documentation, facilitating knowledge sharing, and implementing effective processes and product improvements. E D U C AT I O N A N D P R O F E S S I O N A L D E V E L O P M E N T Cisco IT Essentials Currently pursuing Security+ certifications and Google Cyber Security Professional Certification A R E A S O F E X P E RT I S E Driven and outcome-oriented professional adept at meeting demanding deadlines. Proficient in goal and priority identification, with strong conflict resolution skills. Thrives in dynamic and evolving environments while maintaining focus and delivering results. R E L E VA N T E X P E R I E N C E • • Autoscribe Corporation - Gaithersburg, MD Client Support specialist tier 2 • • • • • • • • • • • • Respond to requests for technical support via telephone and email, providing timely and effective solutions. Support both deployed and hosted software products to ensure seamless user experiences. Assisted customers with FTP file transmission and upload of secure documents. Execute the technical implementation of new customers, facilitating smooth onboarding processes. Diagnose and resolve customer issues by conducting thorough analyses and applying technical expertise. Researched customer inquiries to provide accurate and comprehensive responses. Identify and escalate situations requiring urgent attention to appropriate teams or authorities. Track problems and document all resolutions to maintain a detailed knowledge base. Meet quality metrics in regard to system changes and updates, ensuring continuous improvement. Query the database using SQL to retrieve and analyze data for troubleshooting and reporting. Manage and create encryption keys to ensure data security and integrity. Participate in rotational on-call support outside of standard business hours to provide continuous service. Autoscribe Corporation - Gaithersburg, MD Settlement Support specialist tier 2 • • • • • • • • • • 08/2019-06/2024 10/2022-06/2023 Assist customers with cash reconciliation to ensure accurate and efficient financial operations. Provided client reconciliation training as needed to enhance user competency and satisfaction. Document and update involved parties on incident status through the service desk management system and all available communication channels. Identify, diagnose, and escalate situations requiring urgent attention to appropriate teams or authorities. Monitor file transfers to verify successful data exchanges and address any issues promptly. Drive fixes and provide accurate resolutions to ensure client satisfaction and system reliability. Managed financial report files, databases, and executed daily reports to support clients operational needs. Engage in continuous performance evaluation and training projects to enhance skills and knowledge. Engaged with internal cross-functional teams, such as product development and customer support to resolve customer inquiries and issues. Assisted in the creation and management of digital procedures, ensuring all relevant data materials are organized and readily accessible for both the sales team and clients. Intersolutions – Silver Spring, MD Concierge 01/2016-06/2020 • • • • • • Managed telephone calls and provided reception services, ensuring a professional and welcoming environment. Controlled incoming correspondence, organizing and prioritizing documents for timely review. Edited outgoing correspondence and reports meticulously, ensuring accuracy in grammar, punctuation, and formatting. Drafted routine correspondence such as acknowledgements, adhering to prescribed formats and standards. Prepared complex non-technical communications, demonstrating strong writing skills and attention to detail. Utilized word processing software proficiently for typing and document management, maintaining efficiency in office operations. CareFirst Blue Cross Blue Shield – (Internship) Columbia, MD 01/2017-06/2017 Service Coordination Technician • • • • • Assist with front line support regarding tier 1 & 2 requirements related to Associates, Contractors, Members, Providers, and Brokers, Third Party Administrators, Vendors, and Partners reporting problems using CareFirst systems, applications, and web Portals. Provide solutions to inquires or escalate issues as needed. Responsible for supporting and resolving account access issues reported by Associates, Contractors, Members, Providers, Brokers, and Large Group employer teams. Receives over 50 phone inquiries daily and escalates concerns as needed to ensure timely results and customer satisfaction. Accurately Monitors and manages support mailboxes Work within ITIL Framework, using ServiceNow (OneStop) Incident Management tool for logging incidents for resolution to the appropriate Continual improvement of technical skill set through training, and industry best practice, ITIL, and/or industry conferences. S U B J E C T M AT T E R E X P E R T ● Financial Management ● Compliance ● Customer Service ● Client Retention ● Training Organizational ● Problem Solving Expertise ADDITIONAL EXPERIENCE Education Year Up, National Capital Region Arlington, VA Information Technology Training September 2017 – 2018 ▪ Enrolled in a leading national career development program with 250 corporate partners graduating 2,000 students annually across thirteen cities; the one-year program includes college-level coursework, career training, and a six-month corporate internship ▪ Participated in Information Technology track, which prepares students primarily for roles in desktop support, IT help desk, software development/testing, and business operations ▪ Earned 22-28 credits through the American Council on Education's College Credit Recommendation Service (ACE CREDIT); relevant course work include Intro to Computer Applications, Business Writing, Public Speaking, and Career Development; recognized fully by George Mason University, Northern Virginia Community College, Johns Hopkins University, Montgomery College, and 2,000 other colleges/universities nationwide