Provide transactional, administrative, ticket/case-based, andsubject matter expertise services to resolve advanced inquiries received at the MyNM Service Center•Timely, accurate processing of all transactions to eliminate downstream errors, whilst maintaining data integrity within core HR/ IT/ FIN systems•Provide advanced interpretation, analysis, and administration of complex employee inquiries/escalations, including troubleshooting skills/ expertise to coordinate problem determination andsolution, in working with Tier 2 team members, across multiple functions•Escalates inquiries to the appropriate Tier 2 points-of-contact based on case complexity and transaction requirements using the ticket/ case management system and call transfer protocolsEnsures information provided to customers and internal processes are following legal standards(e.g. HIPAA, PII, ERISA, IRS)•Provide direction / guidance to employees regarding location of applicable documentation on theemployee portal and NM websites•Ensure compliance with NM data administration rules, security standards, as well as functionalpolicies and procedures•Support activities related to the definition and classification of data in accordance with NM policy •Follow all MyNM Service Center policies, processes, guidelines, and engage in team activities/training as appropriate•Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements(SLAs)•Identify opportunities to update existing knowledge base / content maintained by the MyNM ServiceCenter•Identify, classify, maintain, and protect files, documentation, and sensitive information consistent withrecord handling and retention requirements, and report any breaches with delay•Assist with any ad-hoc projects/ testing as called upon, including working extended hours to su

• Responded to requests for technical assistance via phone & electronically• Logged tickets using the ticketing software VM Ware. • Assisted the users with questions regarding the migration to windows 7• Used Active Directory to unlock user accounts and grant user permissions• Resolved Citrix related issues.• Supported a host of Legal Applications(MacPac, Legal Key)