· Averages 40-60 tickets daily to provide technical support to all Center of Disease Control (CDC) employees.· Provides troubleshooting and resolution to the Microsoft Suite apps (Outlook, OneNote, Teams, Word, Excel, etc.)· Supported Zscaler connectivity.· Utilized Logmein123.com and Teams for remote access· Performs password reset and set policies using Active Directory

· Averages 50-80 tickets daily to provide technical support to all State Farm employees and agents· Provides troubleshooting and resolution to the Microsoft Suite apps (Outlook, OneNote, Skype, Excel)· Supports VPN access and connectivity on Cisco AnyConnect for employees to work remotely· Utilizes NetOp for remote access into user PCs to provide resolution to complex issues

· Responded to emails from customers and account reps regarding account information· Received incoming calls from customers and account reps for assistance with their accounts· Managed multiple online chats to help create accounts and navigate existing accounts· Maintained and controlled multiple mailboxes for the My Ricoh website· Conducted database updates for the entire team on a daily basis

· Assisted customers with setting up web accounts and purchases made online· Handled customer complaints with empathy and grace to maintain customer satisfaction· Submitted follow-up, refund, and cancellation tickets· Assisted customers with A/R statements

· Tested medical software templates in various fields of medicine· Located defects and bugs in medical software templates· Corrected defects located in medical software templates