A second level production support role to triage and resolve critical system issues affecting MinuteClinic locations in CVS stores.Responsibilities:• Provided second level hardware and system support to over 1,100 MinuteClinic locations.• Offered additional technical support for Citrix Workspace and Epic Hyperspace.• Created technical support documents for both level one and level two support teams.• Leveraged lab environment to test existing systems as well as future enhancements.• Visited field locations to install and pilot new hardware.Technology Supported:• Operating systems included Windows 7, Windows 10, Ubuntu 16 and Ubuntu 18.• Hardware included Zotac mini-PC’s, Lexmark printers, Zebra printers, Verifone payment terminals, Epson document scanners, Symbol bar code scanners, Zebra TCxx devices, iPads and D-Link network switches.Achievements / Notable Activities:• Offered critical support in the rollout and launching of several hundred Health Hub locations. • Provided on-site technical support for some of the nation’s first Covid-19 tent sites.• Field tested equipment in the company’s first Pharmacy Drive Thru Covid-19 testing sites.

The CVS Retail Store Support Center’s Chronic Store Team is responsible for identifying, driving the resolution, and monitoring repetitive technical issues affecting store systems.Responsibilities:• Identified and monitored repetitive hardware and software issues affecting CVS store systems.• Proactively identified emerging issues before they are reported by end users.• Worked hands-on with second level teams to offer enhanced problem resolution.• Offered detailed reporting to track MTTR, effectiveness and productivity.• Presented quarterly results to senior leadership through formal PowerPoint presentations.• Cross trained in Incident Coordinator duties.• Offered additional support by responding to VIP calls, emails and requests.Achievements / Notable Activities:• Recruited by management to design and develop the Chronic Store process from the ground up.• Drove the resolution of over 4,000 Chronic issues.• Celebrated a 96% success rate after a fix was applied.

A lead role at the store help desk focused on advanced incident resolution as well as mentoring and offering support to colleagues. Responsibilities:• Provided technical assistance and guidance to colleagues as a Floor Support team member.• Monitored Priority 1 tickets and the recovery of critical store hardware post resolution.• Performed second level technical support for MinuteClinic locations as a MC IT Ops member.• Addressed complicated insurance issues facing customers as a Third Party Junior.Achievements / Notable Activities:• Assisted in creating several new processes to enhance productive and streamline workflows.• Enhancements included developing the RSSC Offline Monitoring workflow to monitor the recovery of Vertical Phone Systems and IBM Blade Centers.• Additionally, implemented a revised workflow for delivering solutions from second level to our customers while effectively tracking metrics and productivity.

A help desk role offering first level technical support to internal customers in CVS retail locations. Responsibilities:• Offered first level hardware, software, and procedural support to Front Store, Pharmacy and MinuteClinic employees.• Dispatched outside vendors to address facility related issues.• Performed call back duties to deliver accurate and timely resolutions to customers.Achievements / Notable Activities:• Hand-picked by management to enhance and pilot a new Floor Support process with a focus on growing and mentoring my colleagues.