Ann Harold

Accomplished and solutions-driven Technical Support Specialist with over 6 years of technical diagnostics experience across healthcare technology, remote patient monitoring (RPM), and enterprise device ecosystems, complemented by a strong background in operational management. Proven expertise in resolving complex hardware, software, and network issues while maintaining top-tier Customer Satisfaction (CSAT) scores. Expert at managing high-volume ticketing queues (Zendesk, CRM systems), ensuring strict HIPAA compliance, and utilizing advanced de-escalation frameworks (L-A-S-T) to deliver seamless end-user experiences.

Virtual Technical Support Specialist - CoachCare

(2026-03)

• Deliver primary remote technical support for a leading digital health platform, specializing in Remote Patient Monitoring (RPM) devices, telehealth software, and connected health applications.
• Diagnose and resolve complex hardware connectivity, software syncing, and user account access issues for patients and clinical staff across high-volume daily ticket and call queues.
• Administer CRM and ticketing workflows (Zendesk) to track, escalate, and resolve incidents while maintaining consistently high CSAT ratings.
• Ensure complete HIPAA compliance across all digital communications, device interactions, and data storage workflows.
• Collaborate with engineering and product teams to document recurring platform bugs and author updated troubleshooting KB articles.

Senior Technical Support Advisor – AppleCare Project - Kelly Connect Global

(2020-04 - 2025-08)

• Provided tier-2 technical diagnostics and troubleshooting for Apple iOS, macOS, cloud infrastructure, and device ecosystem features.
• Applied structured de-escalation techniques (L-A-S-T methodology) to defuse complex customer concerns, consistently exceeding target quality and CSAT metrics.
• Managed identity management, account security, billing, and media support cases, maintaining strict data privacy protocols.
• Guided users step-by-step through remote system diagnostics, device restores, network configurations, and data recovery.
• Mentored onboarding technical support reps, reviewing call recordings and sharing best practices for ticket documentation.

Nursing Assistant - Visiting Angels of Atlanta

(2016-01 - 2020-04)

• Provided direct clinical assistance and empathetic patient care, adhering strictly to healthcare compliance, safety standards, and HIPAA guidelines.
• Managed patient documentation and communicated health updates effectively with multidisciplinary care teams and family members.

Department Manager - Albertsons Grocery

(1998-02 - 2014-08)

• Directed daily department operations, staff scheduling, inventory management, and customer experience frameworks.
• Trained and led teams to exceed operational KPIs and customer service benchmarks.

Certificate - Medical Assistant - Med Tech Institute

College Coursework - Biology & Animal/Veterinary Science