• Address customer service inquiries in a timely and accurate fashion.• Provide accurate and complete answers regarding health insurance plans and policy.• Resolved customer issues and complaints.• Ensured HIPAA (Health Insurance Portability and Accountability Act) maintained and followed.

• Responded to, validated and assisted in the fulfilment of approved requests for in-scope IT equipment and access.• Used Problem Management techniques to identify incident trends and develop permanent solutions to reduce incident recurrence.• Logged, categorized, prioritized and documented all service desk incidents and requests.• Utilized AD (Active Directory) to maintain list of active employees.

• Performed investigations into unlawful communications and activities.• Wrote reports sent directly to law enforcement and the NCMEC.• Resolved customer support issues via email.• Reviewed content to maintain a safe social network for over a million daily users.• Monitored social network for spam & phishing and resolved incidents.