Kevin Fiallos

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.