Jonathan Vale Pagan Email & Phone Number

Tampa, Florida, United States

Responsibility· Maintain up-to-date knowledge of client regulations and policies.· Troubleshoot Amazon Workspace audio, connectivity, NGD, Avaya and Remote Desktop issues.· Troubleshooting with program specific system NGD, RTA and Microsoft SharePoint· Collaborate with the DATA team to implement new SOPs.· Assist employees with Next Generation Desktop ID lockouts,· Desktop ID lockouts.· Service and route tickets in Cherwell Service Management.· Collaborate on a regular basis with field services for application and system issues.· Attend designated time for DCF/Email watch for CCO sites.· Deploy, remove, maintain, and coordinate service and repair of CCO equipment inventory ofcompany equipment.· Update company applications licenses as needed.· Create User IDs for Maximus employees and disable NGD accounts per separated employees.· Assist with network refresh and firewall testing onsite.· Recommend workable solutions to difficult, complex problems.· Work with supervisory staff at stores (including sub-contractors) to coordinate available times towork on systems.· Provide appropriate follow-up, troubleshooting, and reporting as outlined in existing process andprocedure guidelines.

Riverview, Florida, United States

Responsibilities · Maintain up-to-date knowledge of client regulations and policies.· Respond to telephone inquiries courteously and professionally.· Provide first-call resolution so beneficiaries don’t have to call back for the same issues.· Maintain knowledge of each state's guidelines to provide correct information to the beneficiary· Responded to over 50 calls a day, assisting beneficiaries on enrollment, claims, premiums, and online accounts.· Assist beneficiaries with troubleshooting their Medicare.gov account with creation, deactivation, activation, and password reset.· Attend weekly meetings pretending updated scripting, change in floor policies, and updates in our systems.· Logged and documented changes or information provided to beneficiaries on NGD.Accomplishments, MC Driver/Tenure· Assisted trainers manage Medicare classes of 40 new hire CSRs.· Assured all CSRs followed time guidelines and secure floor policies.· Assist trainers and supervisors teach, supervising, mentoring, and supporting new hire CSRs on how to utilize and navigate systems to fulfill various roles.· Assisted CSRs with NGD troubleshooting, system issues, password reset, clearing browser history (cookies & cache), and clearing client computer cookies.· Assisted and trained CSRs on how to troubleshoot and fix Avaya phone issues.· Respond to and communicate with CSRs to support their use of the computer, Next Generation Desktop (NGD), and associated websites.· Diagnose, troubleshoot, and fix configuration issues about the NGD system for Customer Service Representatives.· Escalate issues pertaining to the NGD or Program sites as needed if unable to fix locally.

Florida, United States

· Work on projects alone at stores with no supervision.· During preventative service visits, I ensured store security was fully functional by Identifying, researching, and resolving any technical problems. During these visits, I would also oversee scanning inventory, documenting inventory, and ordering any supplies and tools the store needs.· Track shipment for future visits to confirm arrival time correlates with the visit date.· Maintain, scan, and submit an inventory list of all personal equipment provided (tools & replacement parts) every 3-months. · Mentor and train store staff on procedures to repair, diagnose, and repair their systems.· Train staff on how to operate new products and displays.· Attend Break Fix visit to diagnose and repair issues regarding tickets for system issues submitted by the store. · Provide support by evaluating and troubleshooting issues, including in-depth diagnostics.· Documented all work completed and any issues that needed escalations.· Recommend workable solutions to difficult, complex problems.· Work with supervisory staff at stores (including sub-contractors) to coordinate available times to work on systems.· Provides the appropriate follow-up, troubleshooting, and reporting as outlined in existing Process and procedure guidelines.· Lead a team of 6 other technicians to complete large projects on schedule.

Ocala, Florida, United States

· Open and close store depending on given work schedule.· Open and close cash registers, while also documenting the amount earned and depositing all cash to the bank.· Assist and inform customers with questions regarding supplements.· Keep up-to-date knowledge on all vitamins and supplements, as well as the different brands.· Supervise and instruct employees on store policies and attendance.· Maintain, scan, and document all inventory to sustain proper amounts on display and in the stores' inventory room.· Maintain a clean and safe work environment for both staff and customers.