MHILU KILUWASHA
QUALIFICATIONS:
Microsoft Certified Technical Specialist with excellent work experience in Vistex/SAP, Application Support and all levels of IT support includes VPN Support, AD and Exchange account management, Group policy, Hyper-V and Desktop Support. Over 8 years in call-center support environment analyzing and processing distributor chargebacks and tracings claims based on contract price; provided rapid and client-focused technical support to over 300 end-users. Ability to multi-tasking while remain focus in delivering quality service to end-users. Well versed in a variety of common operating systems, applications and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards.
Personal Traits: Ability to endure stress and meet the challenging requirements of the work and Interpersonal skills that help delegate and coordinate activities within my team and with outsiders.
TECHNICAL SKILLS:
Applications: Vistex/SAP, CranSoft, Desktop applications, SharePoint, Active Directory, Ticket-Track, Microsoft Office Suite (Outlook, Word, Excel), PeopleSoft, Hyper-V
Platforms: Windows 9x/2x, MS Office Suite, MS 365, Microsoft Exchange (Outlook), VPN Support, TCP/IP, Vistex
Databases: SQL Server, Exchange Server
Languages: Visual Basic, SQL, HTML, .NET
PROFESSIONAL EXPERIENCE:
Abbott Nutrition (Contractor) November 2012 – May 2013
Application Support II
Responsible for analyzing and processing distributor chargebacks and tracings. Evaluating scorecard data and verifying the correct end-user pricing. Remain current on knowledge to ensure the proper fee for service is being executed. User Environment Configuration, Imaging Computers, Design and test GPOs and computer images. Basic Computer Hardware troubleshooting and repair, Active Directory and Exchange account management. Provide VPN Support per request from various constituencies. Work closely with the field sales forces, customer service organization, and across teams within Commercial Operations. Works within the framework of established policies, procedures, and guidelines. Responsible for formatting and upload chargeback and tracings claims. Interprets customer chargeback/tracing issues and makes sound recommendations. EDI (844 and 867).
Key Accomplishments:
· Outperformed peers by maintaining outstanding record of technical support service revolving 90% of all Chargeback Claim processed and paid timely without escalating to senior analyst.
· Increase departmental efficiency and reduced operational cost by EDI-based claims processing systems.
· I facilitate cross trainings –“Walk on my shoe”.
· Reduced end-user callback re-work rate by 30% through accurate assessment of root causes of technical issues and first call resolution.
· Delegated to supervise my peer.
McGraw-Hill (Contractor) May 2012 – October 2012
Digital Technical Support
Responsible for Help Desk support of all SEG K-5 and 6-12 products including: Web sites, Hardware/Software, Management systems, Access to products, Installing programs, Network compatibility or basic instructions on how to use our products, Log calls accurately following established processes and procedures, Ensure all customer-related paperwork is accurate and submitted on time, Research, trouble-shoot, and respond to customer queries about digital product issues, Quality support, Maintain/develop help files for new/existing products as assigned. Participated in testing on new systems, browsers, applications, handles escalated issues.
Key Accomplishments:
· Reduced end-user callback rate by 20% through accurate assessment of root causes of technical issues and first call resolution solutions.
· Earned “Employee of the Month” for outstanding customer service in July and August of 2012.
Information Control Corporation July 2011 – May 2012
Helpdesk Support Specialist
Provided technical support for 200 plus end-users and ensure proper maintenance of workstations, printers, and peripherals. Responds to end-users service requests and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers, installing operating systems, applications and drives. Assisted in production support including accurate problem identification and ticket documentation. Troubleshooting problems remotely using windows remote assistant. Software installations, User Environment Configuration, Imaging Computers, Design and test GPOs and computer images, Basic Computer Hardware troubleshooting and repair, Active Directory and Exchange account management.
Key Accomplishments:
· Received Leadership Award for quality project excellency.
· Winner of ICC Toastmaster “Speech Contest.”
· Selected to be “Content Loader” for a SharePoint Practice.
Aetna Healthcare December 2001 – September 2010
Plan Sponsor Consultant
Responsible for coordinated projects with account executives, customers, sales, brokers, vendors, and implementation managers to ensure customer satisfaction and job completion. Provided advice and consultancy on quality matters to management within the Operation Services business line. I was responsible for resolving quality and vendor problems, call monitoring, facilitate cross trainings between departments and new hires. Responsible for daily operations of the Microsoft Exchange e-mail service and ensured proper connection and access to all users.
Key Accomplishments:
· I was engaged in a Card Members project – A corporate-wide initiative to make sure that everyone we come in contact is fully supported by our programs and to make sure all members medical id cards were processed correctly and accurately.
· I facilitate cross trainings, seminars and presentations to control project structures, schedules, costs, and resources while at Aetna.
EDUCATION:
Pursuing Associate of Science in Computer Technology - Networking Security, expected graduation winter 2014
Columbus State Community College
TRAINING / CERTIFICATIONS:
Microsoft Certified Technical Specialist – MCTS 2011
CompTia Network+ Completed all required Certification Course