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@novakennedy
Self-motivated operations support analyst with expertise in incident management.
United StatesI am a self-motivated and solution-driven operations support analyst with over three years of experience in incident management. My expertise lies in interpreting EDI information, identifying corrective actions, and maintaining a high volume of Jira tasks. I thrive in dynamic environments where I can respond to a wide range of incidents and outages, ensuring that resolutions are achieved efficiently and effectively.
At Availity, I have honed my skills in maintaining up to 190 Jira tickets, participating in major incident meetings, and crafting root cause analysis documents. My role requires exceptional communication and analytical skills, which I utilize to deliver comprehensive reports and facilitate collaboration among teams. I take pride in my ability to coach and train others, having successfully contributed to the formation of a top-performing team recognized in 2022.
Currently, I am pursuing further education at Calhoun College while continuing to excel in my role. I am passionate about improving processes and employee relations, and I am eager to leverage my skills and experiences to contribute to a forward-thinking organization.
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Work history, roles, and key accomplishments
Availity
Apr 2023 - Present (2 years 7 months)
Maintained up to 190 Jira tickets, including frequent follow-up, investigation, troubleshooting, and outreach to determine appropriate resolution teams. Formulated and utilized Jira dashboards to monitor incident response tickets and participated in major incident meetings with executive employees.
Availity
Jan 2022 - Present (3 years 10 months)
Provided subject expertise in company operations to representatives department-wide, requiring constant upkeep of knowledge across all portal tools and policies. Collaborated with product owners to provide feedback on areas of improvement and coached representatives individually to improve quality scores and close educational gaps.
Availity
Nov 2020 - Present (5 years)
Balanced up to 40+ calls daily troubleshooting low to high-tier client issues, averaging 32+ calls weekly, and seamlessly assisted up to 3 clients simultaneously via chat. Crafted an understanding of EDI transactions, examining x12 data to determine the reason for transaction failures to clients.
Degrees, certifications, and relevant coursework
Associate's Degree, General Studies
Currently pursuing an Associate's Degree at Calhoun College, with studies commencing in August 2023. This ongoing education is focused on expanding knowledge and skills in a chosen field.
High School Diploma, General Studies
Completed high school education at James Clemens High School, earning a High School Diploma in May 2018. This foundational education prepared for further academic and professional pursuits.
Software and tools used professionally
United StatesYou can contact Nova and 90k+ other talented remote workers on Himalayas.
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