Sharneese McLean
Laurel
Summary
Dynamic Help Desk Specialist adept at resolving complex technical issues and enhancing user experiences. Successfully manages high call volumes and escalates critical tickets, ensuring timely resolutions. Collaborates with management to identify trends and improve processes, contributing to operational excellence.
Overview
8
8
years of professional experience
Work History
Help Desk Engineer
Global Alliant
Remote
02.2026 - Current
- Analyzes reoccurring trends to report to Operational Manager.
- Assist with updating SOP's (Standard Operating Procedures).
- Responds to user technical inquiries through phone/email.
- Assist with end users account set up.
- Trains incoming employees on usage of phone/ticketing systems.
- Performs basic trouble shooting, escalates to Tier-3 as needed.
Help Desk Specialist
Department Of Homeland Security
Remote
10.2023 - 02.2026
- Handled High call volume of inbound calls/chat to assist foreign exchange stakeholders with navigating through Government based applications .
- Utilized SIMA ticketing system to document all interactions with stakeholders. Sequenced in order of priority. Escalated tickets to Tier-2 as needed.
- Assisted with portal account lockouts by walking stakeholders through password resets/performing manual resets.
- Troubleshooted Government applications (clearing cache /cookies extc).
- Collaborated with Operational Managers to analyze trends to provide solutions to stakeholders.
Front Office Coordinator
Medstar Bowie
Bowie, MD
01.2023 - 08.2023
- Oversaw daily operations of healthcare facility to ensure satisfaction of clients.
- Provided troubleshooting and support for staff in the use of Electronic Medical Record systems.
- Created SOPS to assist staff in training with smooth onboarding.
- Provided hands-on training to staff ensuring exceptional knowledge of Electronic Medical Systems.
CMA/ Triage(Intake)
George Washington Medical Faculty Associate
Washington, DC
07.2022 - 07.2023
- Triaged inbound calls and scheduled appointments as needed.
- Inputted patient demographics into Electronic Medical Record System.
- Assisted Physicians with minor procedures
- Performed phlebotomy/injections /lab work as ordered by Physicians.
Claims Specialist
Prosperity Clinic
Laurel, MD
06.2022 - 10.2022
- Reviewed and analyzed insurance claims for validity, completeness, accuracy, and eligibility for payment, ensuring compliance with regulations.
- Identified trends in rejected claims to pinpoint potential system errors, contributing to improved claim processing.
Lead Medical Assistant
Capital Womens Care
Bowie, MD
07.2018 - 02.2021
- Educated patients on treatment plans.
- Performed clinical duties as assigned by Physicians.
- Performed administrative duties to ensure smooth operations of front desk.
Education
Bachelor - COMPUTER SCIENCE
University of Maryland Global Campus
College Park, MD06-2028
High School Diploma - GENERAL STUDIES
Fairmont State University
Capitol Heights, MD06-2011
CERTIFIED MEDICAL ASSISTANT -
Sanford Brown
Hyattsville, MD05-2012
Skills
- Remote support
- Ticket management
- Application support
- User support
- Technical analysis
- Ticketing systems
Timeline
Help Desk Engineer
Global Alliant
02.2026 - Current
Help Desk Specialist
Department Of Homeland Security
10.2023 - 02.2026
Front Office Coordinator
Medstar Bowie
01.2023 - 08.2023
CMA/ Triage(Intake)
George Washington Medical Faculty Associate
07.2022 - 07.2023
Claims Specialist
Prosperity Clinic
06.2022 - 10.2022
Lead Medical Assistant
Capital Womens Care
07.2018 - 02.2021
Bachelor - COMPUTER SCIENCE
University of Maryland Global Campus
High School Diploma - GENERAL STUDIES
Fairmont State University
CERTIFIED MEDICAL ASSISTANT -
Sanford Brown
Systems
- Medical Health Records
- Athena
- Allscripts
- ECW (E-clinical Works)
- EPIC
- Next-Gen
- Avaya
- SIMA
- Python