Open to opportunities

Nova Kennedy

@novakennedy

Message

Self-motivated operations support analyst with expertise in incident management.

United States

Message

What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovative problem-solving.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Operation Support Analyst

Current

Availity

Apr 2023 - Present (2 years 2 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.

Jira Confluence Root Cause Analysis Incident Management Splunk Excel Report Writing Troubleshooting Team Leadership

Subject Matter Expert

Availity

Jan 2022 - Present (3 years 5 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.

Subject Matter Expertise Coaching Process Improvement Employee Relations Training Communication Problem Solving

Technical Support Specialist I

Availity

Nov 2020 - Present (4 years 7 months)

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.

Technical Support Salesforce Troubleshooting Customer Service Communication Problem Solving Data Analysis Product Knowledge

Education

Degrees, certifications, and relevant coursework

Calhoun College

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.

James Clemens High School

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.