Years of experience: 15
ITHREngineerEntertainmentEducationIndustrial Engineer
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Joielyn Jie's Career Path
Apr. 2024 -Present
OptumAssociate Tech Support Manager
1. Team Management: provides individual and team development, support operations, and builds capacity to achieve goals, standard operating procedures, common issues, and solutions across Core Operations in ITSS space. 2. Oversees day to day activities of Service Desk delivery which includes incident and service request management. 3. Monitors reports, service delivery metrics, and overall per...
Dec. 2022 -Apr. 2024
OptumSr. Technology Support Analyst – Non-Voice Lead
1. Acts as a Queue Manager responsible for both queue management and web portal ticket distribution. 2. Conducts root-cause analysis to determine analyst opportunities in FCR hit tickets and creates suggested action plans based on the results. 3. Facilitates team meetings and 1:1 coaching session with analysts when the team’s supervisor is out on leave. 4. Partners with QA in conducting refre...
Jun. 2021 -Nov. 2022
OptumBack-up Trainer
1. Facilitated the training of both New Hire Full Time and Contractor employees, as well as upskilling and refresher courses. 2. Assisted with the transition of trainees to Operations and acted as Subject Matter Expert (SME). 3. Developed a material for Communications Training using the methods of Training Needs Analysis and trained identified analysts using said material. 4. Conducted a pre ...