Open to opportunities

Kevin Fiallos

@kevinfiallos

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Dedicated Service Desk Analyst with a passion for IT support.

United States

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for professional growth.

As a dedicated Service Desk Analyst with three years of IT support experience, I thrive in fast-paced healthcare and retail environments. My journey is complemented by nine years of customer service expertise, where I have honed my skills in ServiceNow knowledge base administration, SOP development, and end-user training. I take pride in mentoring teams and optimizing workflows, supporting over 2,100 providers and 10,000 clinical staff with a remarkable 96% user satisfaction rating.

In my current role as an Information Technology Analyst at Optum/ProHealth, I have successfully administered the ServiceNow knowledge base, authoring and maintaining over 80 articles that have significantly reduced ticket resolution times. My commitment to excellence is reflected in my achievements, including a 93% First Call Resolution (FCR) and over 90% Customer Satisfaction (CSAT) ratings. I have developed SOPs for critical outages, improving response times by 30%, and have trained a team of ten patient-facing technical support analysts to achieve similar success.

My previous experience as a Geek Squad Field Technician at Best Buy allowed me to deliver exceptional customer service, earning a 95% CSAT rating through effective troubleshooting. I am also a Certified Medical Assistant, where I streamlined patient triage processes and managed medical operations, enhancing the overall patient experience. I am passionate about leveraging my skills to drive operational efficiency and improve service delivery in any organization.

Experience

Work history, roles, and key accomplishments

Current

Information Technology Analyst

Current

Optum/ProHealth

Aug 2022 - Present (4 years 2 months)

Administered ServiceNow knowledge base, authoring and maintaining 80+ articles, that reduced ticket resolution time through standardized troubleshooting guides. Achieved 93% First Call Resolution (FCR) and 90%+ Customer Satisfaction (CSAT) ratings, earning recognition for top-tier performance. Developed SOPs for critical outages, improving outage response time by 30%.

ServiceNow Active Directory Management Microsoft Office Project Management System Administration Incident Management SOP Development Knowledge Base Administration Google Workspace

Senior IT Analyst

United Health Group

Aug 2022 - Apr 2026 (3 years 8 months)

Provided technical support, system administration, and incident resolution. Developed SOP for critical outages, collaborated with vendors, administered ServiceNow, and designed dashboards.

ServiceNow Knowledge Base Incident Management SOP Development Vendor Management Dashboard Design

Geek Squad Field Technician

Best Buy - Geek Squad

Feb 2022 - Aug 2022 (6 months)

Delivered exceptional customer service, earning a 95% CSAT rating through effective troubleshooting and support. Diagnosed and repaired electronics, including TVs, laptops, routers, and sound systems, leveraging expertise in PC and TV hardware. Configured customer networks and managed inventory of repair parts and essential tools.

Customer Service Troubleshooting Hardware TV Hardware Inventory Management

Field Technician

Best Buy

Feb 2022 - Aug 2022 (6 months)

Provided on-site technical support, installation, and repair services for computers, networks, smart home devices, and consumer electronics. Installed hardware, configured networks, and managed inventory.

Hardware installation Network Configuration Troubleshooting Inventory Management Customer Support

Certified Medical Assistant

ProHealth/Optum

Feb 2019 - Jan 2022 (2 years 11 months)

Streamlined patient triage processes, reducing wait times by 20%. Performed phlebotomy, EKGs, and maintained medical equipment and medication inventories. Managed front desk and medical operations, enhancing patient experience.

Patient Triaging Medication Inventory Quality Control Medical Operations

Certified Medical Assistant

United Health Group

Feb 2019 - Jan 2022 (2 years 11 months)

Managed front desk operations, scheduling, insurance verification, and pre-authorizations. Served as designated tech for testing, controls, and documentation, and streamlined workflows.

Phlebotomy ECG POCT Testing Medical Equipment Maintenance Front Desk Operations Workflow Optimization

Education

Degrees, certifications, and relevant coursework

Suffolk County Community College

Associate, Psychology

Studied the fundamentals of psychology, gaining insights into human behavior and mental processes. Developed foundational knowledge in psychological theories and research methods.