Michael M. Email & Phone Number

Chicago, Il

• Provide Level 1 assistance, validation and triage of incoming requests through JIRA Service Desk ticketing system• Provide assistance in driving issue resolution, escalations, Level SLA adherence, and Support process improvements• Accurately identify ticket type of defect or task documenting in detail validation steps taken as outlined in teams standard operating procedures (SOP)• Efficiently and effectively manage internal escalations of tickets to the right resolver group• Collaborate with team members and business functions to troubleshoot and resolve support tickets• Escalate, communicate outage notification including during off hours in a timely manner to internal and external customers and drive service restoration• Contribute in writing SQL code and tools to assist Level 1 support to diagnose and resolve incidents• Assist in developing innovative reports and processes using SQL, MS Excel & Word, JIRA, Confluence and other reporting tools• Perform ad-hoc task and analysis for the support team as needed• Experience with T-SQL, ability to view and write T-SQL code for triage and investigation• Analytical skills with the ability to successfully troubleshoot and problem solve

Northbrook, Il

• Professional communication and engagement with clients for prescription health programs and benefits within Pharmacy Benefit Management (PBM) software to ensure successful healthcare management and accurate implementation• Analyze data to determine the best outcome for client plan changes and new plan setups• Independently plan, prioritize, and execute case resolution in a fast paced, deadline-oriented environment • Implement SOPs for standard client requests based on analysis of past SalesForce cases• Management of large implementation projects by coordinating multiple teams to ensure smooth execution of client requested plan designs• Onboard new Benefits Analysts on use of RXClaim software (AS400) as well as navigation of SalesForce