Open to opportunities

Vera Ogu

@veraogu

Message

I resolve user access, application, and data issues through remote support.

United States

Message

What I'm looking for

I'm looking to apply my remote technical support, troubleshooting, documentation, and user guidance experience to improve user experience and contribute to a company's success.

I've delivered frontline remote support at Kaiser Permanente, resolving account, access, application, login, and general system issues while protecting sensitive information in a healthcare environment.

I document incidents, troubleshooting steps, user communications, and resolutions; prioritize requests by urgency and impact; and escalate complex issues to specialized teams. I also analyze recurring support issues and share trend data to improve processes and reduce repeat requests.

Previously, I supported internal users at Publix Headquarters and Innovative Life Solutions, using Excel and reporting tools to identify discrepancies, maintain accurate records, and guide users through systems and processes.

Experience

Work history, roles, and key accomplishments

Help Desk / Technical Support Specialist

Kaiser Permanente

Jun 2023 - Oct 2025 (2 years 4 months)

Delivered frontline remote support for user issues encompassing accounts, access, applications, and general system problems. Maintained comprehensive service records and facilitated password resets, resolved login difficulties, and guided users through troubleshooting procedures.

Help Desk Support Incident Tracking Password and Access Support Account Management Remote Support Microsoft 365 Windows Data Entry Excel Power BI SQL User Training Documentation And Reporting Escalation Management Customer Service Cross Functional Communication

Data Analyst / Customer Support

Publix Headquarters

Jan 2020 - Jan 2023 (3 years)

Provided internal user support for system inquiries, data-related challenges, account concerns, and daily operational needs. Investigated reported issues, documented findings, and leveraged Excel and reporting tools to identify discrepancies and contribute to accurate business reporting.

Data Analysis Excel Reporting Tools Customer Support Documentation Escalation Management Data Entry Validation Task Completion Quality Standards

Customer Support / Data Analyst / Direct Support Professional

Innovative Life Solutions

Jan 2017 - Jan 2020 (3 years)

Rendered customer and operational support within a healthcare-related organization serving individuals with disabilities. Addressed user inquiries, resolved common issues, documented concerns, and coordinated follow-up actions with relevant team members.