-Diagnose hardware and software related problems connected to CMS performance.-Document, track, and prioritize support tickets using Service Now ensuring timely resolution and follow-up.-Work closely with IT teams to escalate complex issues using Microsoft Teams.

· Manage the daily operation of the inventory system, ensuring accuracy of stock records and timely replenishment of high-demand items.· Ensure compliance with industry regulations to protect sensitive client information.· Perform regular maintenance and support on operational hardware and software, resolving most technical issues without escalation to higher tier support.

· Consistently provided an exceptional customer experience by showing a positive attitude, empathy, and displaying a willingness to solve their reason for contact.· Identified technical customer issue trends, researched viable solutions, documented detailed steps, and escalated advanced cases to the IT department.· Provided remote assistance to customers on the Bank of America website and mobile-app, delivering immediate solutions and eliminating the need for in-branch visits.

· Assisted clients with online banking and mobile app troubleshooting, guiding them through technical issues and ensuring resolution.· Took ownership of customer requests by researching and delivering the best possible solution, while ensuring customer issues are fully documented in detail.· Efficiently managed a high-volume of customer requests via various contact channels including text, email, and inbound phone calls.