Philip Gorecki Email & Phone Number

Hartford, Connecticut, United States

● Member of Health Insurance Client’s Governance, Identity, and Access Management Team.● Performs both Internal Access Reviews and Internal Transfer Reviews for Health Insurance Client as part of Client’s SOX/SOC1 and SOC2 Compliance Certifications.● Manages Access Review Campaigns Using Saviynt ARS and RSA Aveksa Platforms.● Gathers Data for Review by running SQL Scripts in Oracle SQL Developer.● Creates Status Reports using ticket information from ServiceNow and turns data into MS Excel Pivot Tables for management in order to review what the current status of access updates is.● Performs Entitlement Validations for the 250+ Applications that Health Insurance Client uses.● Works on projects to improve Access Review Campaign efficiency. For instance, helped develop a Webex Chat Bot in order to automate the manual process of reaching out to Pending Reviewers.

Hartford, Connecticut, United States

● Reviews and resolves tickets that have been escalated by Level 1 Service Desk Agents for issues that would otherwise be escalated to the Client's IT Support Tiers that are outside the scope of GalaxE's Service Agreement with the Client. ● By ensuring that the tickets don't get escalated further and instead get resolved by the Escalation Specialist, end user experience is improved through faster resolutions, no waiting for other support teams to assist (which can take several days in some cases), and raises GalaxE's First Call Resolution within the SLA we have with the Client.● Though the Target Resolution Level for the Escalation Specialist is 12.5% of all Tickets sent to our queue, a Resolution Rate of 70+% is maintained for these more advanced/involved tickets that Level 1 Agents cannot resolve.● Tracks all tickets that have been escalated from Level 1, and provides feedback and guidance to Level 1 Service Desk Agents on how to resolve such issues in the future, increasing GalaxE’s performance in the eyes of our Health Insurance Client.● Meets with Team Lead to discuss incident trends and note resolution procedures, increasing Service Desk efficiency and speed. Also communicates with Level 1 Service Desk Agents via internal Chat and answers questions on how to resolve incidents that they are not familiar with and guides them to knowledge base resources that can aid them.● Writes detailed, diagrammed ServiceNow Support Tickets that serve as reference tickets in order to guide all of the Client's Service Desk Agents facing similar, complex issues with other end users.

Hartford, Connecticut, United States

● Works for the Division of GalaxE.Solutions that provides managed services for a Fortune 500 Health Insurance Client● Handles 320 support tickets a month with a First Call Resolution (FCR) rate of over 92% using the ServiceNow IT Service Management Platform● Provides IT support for approximately 7,000 remote employees● Serves in a System Administrator capacity by commanding Active Directory domain controller for end users on six separate domains● Troubleshoots the Cisco Meraki Z-Series and MX-Series teleworker gateways, which provide the functions of an enterprise class firewall, VPN gateway and router to our client’s remote employees ● Oversees network health and supports end user applications hosted on Citrix Cloud and works with various Citrix Platform products including Citrix Receiver, Citrix Workspace, Citrix Director, and Citrix’s Virtual Desktop Interface (VDI)● Manages Virtual Machines for various engineering departments via VMWare’s vSphere Enterprise Workload Platform● Experienced in the use of Remote Desktop Platforms such as TeamViewer, VNC Viewer, and Microsoft Remote Assistance to enable remote access to end user devices● Provides support to Cisco Voice Over IP (VoIP) phone devices using a suite of Cisco VoIP management platforms including: Cisco Unified Communications Manager Administration (CUCM), Cisco Unified Contact Center Management Portal (CCMP), and Cisco Unity Connection Administration● Supports the RSA Security Console platform to ensure that end users utilize multi-factor authentication (MFA), providing greater network hardening as part of the health insurance client’s defense-in-depth strategy● Secures end user computers via Microsoft BitLocker Device Encryption and provides service restoration with Microsoft BitLocker Adminstration & Monitoring as well as Active Directory● Knowledgeable on ITIL Foundation Project Management Concepts: ITIL 4 and ITIL 2011 Edition OSA (Operational Support and Analysis)

Education record

Google It Support Professional Certificate, Information Technology

Education record

Education record