Eric P. Email & Phone Number

Remote

Kansas City, Kansas, United States

● Utilized Active Directory Users and Computers to add/remove/move members of email distribution groups, reset passwords, and disable accounts● Possess extensive experience with ServiceNow, working tickets, as well as creating and approving unpublished Knowledge Base articles ● Possess experience in troubleshooting the following: 2016 Outlook and Word, Cisco products, DUO, TeamViewer, Proxy, Adobe, and Foxit● Familiar With the following: Office 365 including Exchange Enterprise Admin Center ● Spearheaded training new contractors using OneDrive, OneNote, and Microsoft TEAMS● Had exposure to the following: SCCM, Mimecast, SmartSheet, Sharefile, 3CL, Blue Jeans, Security Suite “Malwarebytes, Arctic Wolf, and Speartip” and CTERA.● Using Excel, worked on the following projects with a system administrator and Help Desk coworker: Hardware Refresh, KB Image Restoration, and AD Group Rename

United States

Upgraded memory and imaged 100 Lenovo ThinkPad T Series laptopsAssembled 100 Lenovo ThinkSeries monitor/docking stations

Overland Park, Kansas, United States

• Repurposed 100 HP and Dell Products.• Assisted new and current employees with the onboarding process.• Proficient in ServiceNow, Desktop Central, Confluence, GoToAssist, and Microsoft Excel.• Installed hardware and software in 20 cubicles.

Wichita, Kansas Metropolitan Area

• Imaged new Dell Computers.• Packaged old computer.• Redeployed new devices.

Overland Park, Ks

• Assisted Sprint with user and browser testing of applications and created user stories.• Helped users with accessing program applications.• Granted access with certain program applications.

Overland Park, Ks

Educated participants from a dedicated client, JP Morgan Chase worldwide, on how employment separation affects them. Supported clients in processing online transactions such as loans, in-service withdrawals, hardship withdrawals, and distributions. Worked with Cirrus, Easy, and Salesforce platforms. • Successfully helped approximately 95% of clients who needed assistance beyond the scope of the job, such as communicating with landlords, beneficiaries, and more. • Supported approximately 45 clients per day providing information on retirement, transactions, education, options. • Obtained 95% of positive feedback on average from customers on after-call surveys. • Managed international clients successfully from Canada, the UK, Peru, Brazil, Australia, Korea, Mexico, and Slovakia.

10200 Abilities Way, Kansas City, Ks 66111

• Used a ticketing system to respond to and resolve software technology issues/complaints regarding handheld and mobile scanners from nurses and IT personnel located in 20+ hospitals across the US. • Managed approximately 65 tickets daily including troubleshooting, escalation, and working with the solutions department to solve within 3 days.• Supported 6 Project Managers in issue recreation, and troubleshooting, as well as during emergencies twice.• Visited 2 Hospital Pharmacies one in Delaware and another one in South Bend on behalf of Cerner, training the staff and other departments in the hospital in pharmacy solution.• Solved 5% of cases using GoToMyPC software, using remote desktop control.

Supported 100 employees a week from State Street in password resets and application ID access across the world.

Kansas City, Missouri Area

Served as liaison between Franchise / Enterprise employees and Technical Support Interpreted customers needs, utilized software solutions with personal knowledge and troubleshooting skills to identify possible resolutions Handled customer communications using incident handling, escalation, quality measurement procedures, and work instructions Followed established procedures to handle inquiries and resolve concerns to ensure customer satisfaction

Overland Park, Ks

Customer Service Advocate Setup shipments of specialty pharmacy medications Resolved shipping issues experienced by our valued patientsPrior Authorization Technician With the aid of pharmacists, serviced pharmacies by resolving claim rejections Provided excellent customer service by servicing doctors' offices with verbal Prior Authorizations Possesses intimate working knowledge of Medicare Part D

Springfield, Missouri Area

*Established Relief Team Manager Program, allowing any employee to pursue a management role*Financial Service Advisor Transferred over $1 million worth of balances throughout tenure Multiple Quarterly, Quality, and Sales Awards Account Retention (2 years) Consistently maintained a high scorecard Chosen to mentor new hiresRelief Team Manager Managed a team of advisors (5-20) in the manager's absence Evaluated individual performance Assisted in training multiple classes of new hires during the merger of Bank One / JP Morgan Chase