Adam Higgins Email & Phone Number

Tennessee, United States

Chattanooga, Tennessee

•Provide first and second level analysis and technical support for all customers of BCBST and subsidiary companies information systems including BCBST and subsidiary company Employees, Providers, Members, Group Administrators and Vendors.•Provide user support for all business lines and related application software, system software, pc hardware, telephony hardware, server hardware, internet network, storage network, WAN network, facility power & wiring, and security access management.•Pc… Show more •Provide first and second level analysis and technical support for all customers of BCBST and subsidiary companies information systems including BCBST and subsidiary company Employees, Providers, Members, Group Administrators and Vendors.•Provide user support for all business lines and related application software, system software, pc hardware, telephony hardware, server hardware, internet network, storage network, WAN network, facility power & wiring, and security access management.•Pc & pc peripheral hardware•Telephony hardware•Server hardware•Application software•Access management•System software•Internet networks•Storage networks•Facility power & wiring•WAN networks•Respond to, record and track all interactions, incidents and requests reported via telephone, electronic mail, web-generated inquiries or in-person, into the incident management system.•Identify and analyze problems to determine resolution, providing hardware, software, network, facility and security resolutions to the customer, coordinating third level support when necessary.•Communicate verbally or written correspondence the status, progress, and resolution with the customer including end-user training and creation of tip sheets to assist users in proactive support, serving as a liaison between the customer and IS.•Process Information Security access Requests.•Manage the request and incident lifecycle, including closure and follow up with customer.•Serve as a mentor to new support staff, conducting training of departmental processes, tasks, and tools as needed.•Maintain and develop required technical skills to keep abreast of the rapid developments in the IT marketplace and establish career opportunities within the company, and additional knowledge to perform the following functions:•Creation and user permission setting for Exchange fax mailboxes as requested by management•Provide administrative support for corporate teleconference bridge and web conference tool Show less

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Walk customer through problem-solving process.Install, modify, and repair computer hardware and… Show more Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Walk customer through problem-solving process.Install, modify, and repair computer hardware and software.Clean up computers.Run diagnostic programs to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Install computer peripherals for users.Follow up with customers to ensure issue has been resolved.Gain feedback from customers about computer usage.Run reports to determine malfunctions that continue to occur. Show less

To aid the store manager in meeting and exceeding performance targets To help recruit, train and manage other branch staff Create a fun and professional working environment Provide a consistently high quality product and service to customers During the store manager’s absence, fulfill all their various roles Ensure that health and safety and cleanliness standards are upheld at all times

Chattanooga, Tennessee Area

Responded promptly and answered/resolved customer inquiries and complaints.Investigated and resolved service issues and/or product problems.Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.Kept records of customer interactions and actions taken, including –… Show more Responded promptly and answered/resolved customer inquiries and complaints.Investigated and resolved service issues and/or product problems.Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.Supplied customers with written responses and information and followed up on customer communications. Show less

Bachelor'S Degree, Computer And Information Systems Security/Information Assurance

Bachelor Of Science (B.S.), Information Technology

Information Technology, Network Management

Diploma, High School/Secondary Diplomas And Certificates