Marlo Davis Email & Phone Number

Utilize Citrix Access Management Console, Active Directory, Novell Console-One, RSA Authentication Manager, Windows Command Prompt tools, and several web-based applications dailyAnalyze workstation and host/ non-host application problems. Create quality tickets and dispatch field technicians when necessarySupport several remote modes of connectivity: Citrix, VPN, Frame Relay, Dial-UpTroubleshoot network connectivity, Mainframe, Windows OS, Microsoft Office 2003 - 2010, hardware, and password related issues Support Outlook 03, 07, and 2010 configuration, connectivity, and functionalityUtilize SCCM and Go-To-Assist to remotely troubleshoot customer issuesManage disaster recovery operations for BCBS Technology Support CenterProvide on-the-job mentoring and assistance to less experienced associates

Utilized system tools to resolve customers administrative and technical issuesDocumented each customer issue and routed tickets when necessaryCreated and updated articles for the Knowledge BaseConducted quad-meetings and provided on-the-job training to new hires

Provided Medicare beneficiaries with precise information regarding Medicare approved drug discount cardsUtilized internet-based tools to provide information on different forms of assistance to aid with prescription drug cost

Utilized many different tools and knowledge bases to resolve technical issues in a timely mannerAssisted customers with connectivity, passwords, email, slow speeds, Internet Explorer issues, and installation of USB and Ethernet modems Notated each customers account with steps taken to resolve problem and dispatched field technicians when needed

Associate'S Degree, Computer Technology

Education record