• Provide technical assistance to major corporations and customers, including Wells Fargo, Duke, and the US Navy, focusing on resolving VPN issues.• Configure new VPN tunnels and maintain existing ones to ensure seamless connectivity and security.• Address remote access issues, including SSL/certificate problems and user access challenges, for companies with up to 15,000 users.• Aim for one-day resolution of service requests while maintaining a manageable backlog of support tickets.• Developed documentation and best practices for data migration processes to enhance team knowledge and streamline future migrations.• Provided training and support to team members and end-users on new systems and processes resulting from the migration and merger activities.

• Collaborated with the Cloud team to facilitate seamless data migration to Microsoft Azure, ensuring minimal downtime and data integrity.• Assisted with transitional data migration between John Hancock and Manulife during their merger, providing technical support and troubleshooting to ensure smooth integration.• Managed ServiceNow requests, including adding IPs and subnets, to support network infrastructure changes and improve operational efficiency.

• Troubleshot a variety of customer devices, including iPhones, Android phones, smartwatches, tablets, and LTE/5G home internet routers.• Performed network resets and configured network settings to resolve connectivity issues.• Utilized the OSI model to systematically troubleshoot issues at the physical, data link, and network layers, ensuring comprehensive problem resolution.• Provided technical support to customers, delivering clear instructions and solutions to enhance their user experience.• Documented issues and resolutions in a ticketing system to maintain accurate records and support knowledge sharing within the team.

Everyday duties included handling Inbound and outbound calls for commercial and Medicaid members across the country and answering questions and helping them resolve issues related to insurance and also reach out to doctors and pharmacies to get Prior authorizations done and resolve any day supply and quantity issues. Additionally, also was tech support for the Caremark website and Mobile App.

Doing data entry work and taking inbound and outbound calls to insure the highest level of customer service and making sure each customer gets medications in a timely manner and handling issues between Doctors office and insurance.

Handling inbound and outbound Operations and making sure everything is received and dispatched within a timely manner. Follow Jedibot to make sure every process is being run with efficiency and recommended HC. Open up PO’s so associates can start receiving and stocking so the customer can place order with the virtual aisles.