Ivan Adika
Osseo
Summary
Detail-oriented and dependable technical support specialist with over five years of experience in the healthcare and medical device industries. Proven track record of resolving issues, skilled in training and mentoring teams, and having onboarded and certified over 50+ employees on new systems and processes. Adapting to managing multiple priorities under pressure, while maintaining accuracy and efficiency. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
PHD Specialty Team
United Healthcare
09.2024 - Current
- Answering general sales support questions and assisting with system navigation.
- Researching and identifying solutions to technical problems.
- Operating multiple systems such as digital chat (via our Live Person platform), off-phone work (OPW), outbound campaigns, and supporting in-bound calls, as needed.
Help Desk Support Specialist
United Healthcare
10.2022 - 09.2024
- Researched and identified solutions to technical problems.
- Assisted agents with troubleshooting network connectivity and application performance problems.
- Documented support tickets and resolutions in the help desk management system.
Medical Device Specialist II
Boston Scientific
01.2019 - 10.2022
- Working hands-on to manufacture quality products.
- Following standard operating procedures.
- Performing detailed and accurate record keeping.
Education
Some College (No Degree) - Business Management
Metropolitan State University
Saint Paul, MNSome College (No Degree) - Business Management
Valparaiso University
Valparaiso, INAssociate of Arts - Business Management
North Iowa Community College
Mason City, IA05-2016
High School Diploma -
Saint Michael-Albertville High School
Saint Michael, MN06-2013
Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- System Navigation & Multi-Platform Support
- Hardware & Software Troubleshooting
- Live chat support (Live Person platform)
- Data analysis and reporting
- Medical Device Testing & Quality Assurance
Technical
- Strong communication and public speaking
- Problem-solving and critical thinking
- Team collaboration and training
- Time management and prioritization
- Adaptability and continuous learning
- Detail-oriented record keeping
Soft
Certification
- Certificate of Completion for Quality In Action, achieved on 04/21/2025.
- M&R Certified, achieved on 03/18/2025.
- Certificate of Completion for UHC O&E M&R Lvl 2 Pillars 1&2 Assessment, achieved on 03/24/2025.
- Certificate of Completion for Learning Microsoft 365 Copilot Chat, achieved on 03/16/2026.
- Certificate of Completion for Learning Word Desktop, achieved on 03/16/2026.
- Certificate of Completion for OneNote Quick Tips, achieved on 03/17/2026.
- Six Sigma: White Belt course completed on 03/16/2026.
Timeline
PHD Specialty Team
United Healthcare
09.2024 - Current
Help Desk Support Specialist
United Healthcare
10.2022 - 09.2024
Medical Device Specialist II
Boston Scientific
01.2019 - 10.2022
Some College (No Degree) - Business Management
Valparaiso University
Associate of Arts - Business Management
North Iowa Community College
High School Diploma -
Saint Michael-Albertville High School
Some College (No Degree) - Business Management
Metropolitan State University
Awards
Living Our Values Award for Integrity- Demonstrates a strong work ethic with a determination to continually provide a distinct experience for agents, delivering high performance and accurate information on each call.