• Provided remote support to brokers and agents  across the United States• Second level problem determination, problem/incident recording, problem resolution on agents/brokers supported tools/ technology products and services.• Assisted brokers with online quoting individual small group ad Medicare quotes and applications during OE & SE period, • Researched technical issues associated with Sales force, Anthem Broker Portal and systems and applications and provided navigation assistance through Anthem's Broker Portal as well as to third-party websites.  • Ensuring website functionality (accessing customer/group information, book of business, forms, etc.) is working as designed,  • Worked closely with Dev teams to transition Brokers requirements into learning documentation and developed training programs to support our Brokers..

• Answered incoming customer support requests via phone, email, in app chat. and Zen Desk ticket request. • Assist customers with support ranging from app training and troubleshooting, account-services related requests (billing /license management), and requests to cancel service. • Act as an advocate for the customer and effectively communicate feedback to the members of my team • Advise customers on software workflows and best practices, helping them achieve the desired result with Convoi app• Set up environments to verify reported bugs for both Android and Phone's • Created internal and external support documentation using Zen Desk • Supported ongoing management and retention activities, including research to determine the root cause of the issue or problem. • Tested updates prior to being released to Apple store and Google Play Followed up on pending issues, Assisted in starting migration of 2500 Convoi users to the Grasshopper platform.

• Provided remote support for 800+ Harbor Freight retail stores nationwide• Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores to resolve hardware, and application/software issues within the POS system (Epicor) Credit Card Machines desktops, servers, printers, and other mission-critical systems.• Analyze the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.• Help train others and document knowledge for self help (Tier 0), as well as Tier I and Tier II• Identify and learn appropriate software applications used and supported by the organization.• Demonstrate and apply an understanding of best-practices and business processes by implementing, and owning the following: Proactive management of outages and issues Active ownership and transition of technical issues• Maintained and updated bulletins, knowledge bases, and frequently asked questions resources on intranet to assist in problem resolution.• Responding to requests in a friendly, confident and professional manner• Assists in the research and identification of root causes and systemic issues.

• Responsible for all incoming service requests from end users needing a wide variety of IT support for 75 onsite and 200 remote employees.• Supported Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise (Gmail, Calendaring, Drive, Sites and Google Groups).• All aspects of new user account creation deletion and administration using Microsoft Azure Office 365 mailbox's OneDrive for business, Skype for business and SharePoint • Mobile Device Management administration with Office 365• Supported Cisco Meraki wireless\wired network firewall and Switch management. • Polycom VOIP phone system support and administration• Conference room A/V Support. Providing routine technical training and support to staff members.• Setup and deployed (GoToAssist Service Desk by Citrix) software solution for company wide use• Performed preventive maintenance for computer, data communication and/or peripheral equipment; tests and adjusts to appropriate standards.

• First line of support by phone, email, or walk in for all IT related inquiries. • Troubleshoot all network and connectivity issues • Installed configured & maintained workstations and laptops • Active directory Microsoft Exchange administration • Mobile device support --Android and Apple • Performed preventative maintenance on servers and workstations which included antivirus, windows updates, memory, and storage checks. • Evaluated new hardware and software technologies • Provided VoIP support • Wireless network support and deployment -- Meraki, Cisco

Provided problem resolution, analysis, specifications and configurations, coordination, testing, and installation of computer/mobile device-based software, peripherals, local area networks (LAN) equipmentApplied system expertise, skills, and knowledge effectively in solving desktop workstation and personal computer, associated equipment, and network connectivity problemsProvided problem resolution for enterprise computer/mobile device hardware, handheld devices, operating system software, application programs, peripheral equipment, server and LAN interfaces. Worked with other Desktop Support staff, Network Admins, application developers and IT personnel to resolve technical issues as required.

• Primary responsibly was to help support a 24/7 operation and was directly responsible for support of end-users and maintaining mission-critical applications and servers and equipment in a mixed OS environment. • Handled all installation and configuration of software and hardware for 2000 + users. • Responsible for AVAYA phone system • Deployment, monitoring, maintenance, development, upgrading, and support of all IT systems, including Windows servers, Windows PCs, hardware, software, and peripherals • Created and deployed all workstation and server images using Symantec Ghost • Managed new employee process (Active Directory, account creation, software installation) • Helped develop IT corporate training materials and policies

• Provided desktop support for 200 end users • Received and responded to calls/emails regarding Windows hardware\software and network issues. • Actively documented, prioritizes, maintained details pertaining to unresolved issues at hand and communicated back tousers using Remedy. • Provided support for LAN/WAN related issues, verifying cabling, utilizing ping and trace commands. Constructed WOW (Workstations on Wheels) carts production dept. • Effectively educated new and existing employees on department specific procedures. Identified potential issues that could adversely impact end-user experience and takes corrective action

• Working alongside Social Workers, supporting every aspect of the Child Welfare Services Case Management System (CWS/CMS) from the start of a referral to creation of case plans and court reports and every task in between, including data integrity and clean up. • First responder to for hardware, software and network connectivity issues • End user training and support • Provided hardware and software technical support, including configuration assistance and troubleshooting of windows desktops laptops and other peripheral networking equipment • Identified opportunities to increase • customer satisfaction and retention .