Open to opportunities

Lexi Bihhh

@lnesmit1995

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Dedicated IT support specialist with a passion for customer service.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my technical support skills while fostering strong customer relationships and contributing to team success.

I am a dedicated IT professional with extensive experience in customer service, technical support, and employee training. My journey in the tech industry has been driven by a passion for educating and empowering teams to enhance customer experiences and streamline technical processes. Currently, I work at Oracle as a Virtual Tier 2 Technical Support Specialist, where I provide functional and technical expertise to clients, particularly in supporting Cerner software implementations.

Throughout my career, I have developed strong troubleshooting skills and a keen ability to manage customer relationships effectively. I pride myself on my ability to analyze customer needs, identify trends, and recommend solutions that improve service delivery. My previous roles at Iron Mountain and BioIQ have further honed my skills in managing complex cases and ensuring customer satisfaction through prompt and professional support.

Experience

Work history, roles, and key accomplishments

Current

Virtual Tier 2 Technical Support

Current

Oracle

Apr 2022 - Present (3 years 2 months)

Provided functional and technical expertise to clients, supporting Cerner software implementations and troubleshooting service requests for efficient system performance. Developed documentation and training materials to guide end-users and internal teams, ensuring compliance with security policies.

Technical Support Troubleshooting Cerner Jira SaaS Documentation Data Security Customer Relationship Management

Customer Care Professional

Iron Mountain

Dec 2021 - Mar 2022 (3 months)

Delivered first-contact resolution for customer inquiries through prompt and professional support, ensuring customer satisfaction within SLA guidelines. Negotiated contract rates, assisted in closing accounts, and analyzed customer needs to recommend solutions for improved service delivery.

Customer Service First Contact Resolutions Contract Negotiation Customer Relationship Management SLA Management Trend Analysis

Virtual Customer Success Specialist

BioIQ

Oct 2020 - Oct 2021 (1 year)

Built and maintained strong client relationships, acting as an advocate and liaison while diagnosing customer issues and providing timely resolutions. Managed multiple complex cases simultaneously, demonstrating problem-solving and multitasking abilities to optimize support processes.

Client Relationship Management Customer Success Problem Solving Multitasking Time Management

Education

Degrees, certifications, and relevant coursework

Ardrey Kell High School

High School Diploma, General Studies

Completed high school education, focusing on core subjects and preparing for future career endeavors. Developed foundational knowledge and skills across various academic disciplines.