Dulce G. Email and Phone Number

Tasked with resolving tickets and assisting employees with any technical assistance. I worked with the network analyst with other projects including documenting and renaming interfaces as well as improving cable management. - Provided feedback on potential ticketing systems.- Assisted work from home employees with network issues using Cisco Meraki Dashboard.- Worked with the Security DevOps to patch potential vulnerabilities.

Tasked with running backups/restores for Aetna and CVS employees as well as providing technical support for any issues with the new laptop. Assisted users with equipment set up of phones, docking stations, and printers.- Tested new software to improve efficiency and rate of backups. - Used PowerShell to automate tasks in the backup process and further improved efficiency. - Installed hardware such as RAM and hard drives.

(Same position as Tech Mahindra but no longer contracted)- Achieved being the top performer of the month for best overall statsseveral months in a row.- Maintained a rate of 80-85% first call resolutions, an average CSAT scoreof 4.5-5 of 5, and an average call handle time of less than 15 minutes.- Supported and troubleshot IT related problems from hundreds ofenterprise in-house software and hardware such as mobiles, desktops,laptops, and printers.- Supported and troubleshot Citrix virtual machines, VPNs, and networkissues.- Worked with the Service Now ticketing systems and document internalprocesses and procedures

- Achieved being the top performer of the month for best overall statsseveral months in a row.- Maintained a rate of 80-85% first call resolutions, an average CSAT scoreof 4.5-5 of 5, and an average call handle time of less than 15 minutes.- Supported and troubleshot IT related problems from hundreds ofenterprise in-house software and hardware such as mobiles, desktops,laptops, and printers.- Supported and troubleshot Citrix virtual machines, VPNs, and networkissues.- Worked with the Service Now ticketing systems and document internalprocesses and procedures

Same position as Aetna IT Service Desk only I was contacted by Tech Mahindra who were contracted by Aetna.