Remote support for a Major Insurance corporation focusing on remote users. 2nd and 3rd level support for all IT issues, including New Hire setup and training, asset management in ServiceNow, working with Active Directory, resolving software and hardware issues for several hundred users, including windows and outlook issues, proprietary software, desktops, laptops, and printers. Working with Azure on Virtual Desktop setup as well as MDM setup. Occasional onsite support for 6 local offices.

Onsite desktop support for a major Distribution Center. Front line support for all I.T. Issues. Duties include: setting up new users, working with Active Directory, resolving software and hardware issues for several hundred users, including windows and outlook issues, proprietary software, desktops, laptops, handhelds and printers. Responsible for deployment of all I.T. equipment and assisting the network engineers with hands on support. Mentored and Trained new engineers and was backup for when the Team Lead was not available.

Onsite desktop support for a major Distribution Center. Front line support for all I.T. Issues. Duties include: setting up new users, working with Active Directory, resolving software and hardware issues for several hundred users, including windows and outlook issues, proprietary software, desktops, laptops, handhelds and printers. Responsible for deployment of all I.T. equipment and assisting the network engineers with hands on support. Mentored and Trained new engineers and was backup for when the Team Lead was not available.

Single Point of contact for all I.T. related issues for a 300 person warehouse and office. Responsible for all aspects of I.T. including network, internet, computer issues, software issues, phone, cell phones, tablets, and printers. Liaison between the users and the corporate help desk teams, responsible for setting up and deleting users in multiple systems, and maintaining user databases.

Support Desk technician handling incoming ServiceNow, email and phone calls from Mapco Stores, handling all issues from Computer Support, Software support and device support. , Primary point of contact with Stores and assisted with all IT related issues including Software Support, hardware issues and replacements, Windows issues, Routed escalated issues to correct support group and dispatched field support as needed. Responsible for all customer trouble tickets, including routing, follow-up and resolution, also correcting misrouting and incorrect tickets.

Over the phone and remote Technical Support of Federal business employees, mostly in a telework environment, Primary point of contact with users and assisted with all IT related issues including password resets, hardware issues and replacements, Windows issues, software troubleshooting and installation issues, Also worked with VPN and Citrix installation, login and connection troubleshooting. Routed escalated issues to correct support group and dispatched field support as needed. Responsible for all customer trouble tickets, including routing, follow-up and resolution, also correcting misrouting and incorrect tickets. Primary skill sets include Windows XP and 7 support, basic Active Directory, Google Business applications, MS Office, Bomgar,CA and Adobe Connect.

Responsible for migrating EDI providers and hospitals from a legacy unsecured FTP connection to a secured FTP connection for sending EDI claims to Insurance companies. Direct point of contact for customers during the entire migration process and assisted with all facets of the migration including setup of SFTP accounts, working with Directory and Server services for backend server accounts, testing with customers the connection, the software and the entire process after account setup and troubleshooting all issues in the process. Responsible for customer tracking and follow-up, creating custom excel tracking spreadsheets and reports. Primary skill sets include windows XP and 7 support, SFTP clients, putty, basic UNIX command and folder structure and creation, basic UNIX scripting, Siebel and Excel.

Directly responsible for 12-18 phone agents handling all aspects of team management, entirely responsible for agent’s performance, attendance and quality as well as supporting them with any issue they have. I monitor calls for quality and metrics and coach agents as needed, I answer support questions in a chat room for not only my agents but any agent in the chat room. I receive several statistic and metric reports daily and assimilate, coach and distribute the information daily to my agents. I liaison with Call Center Control, Workforce Management, and Human Resources on behalf of my agents and am the single point of contact for them. I hold weekly team meetings and weekly 1 on 1 meeting with the agents to discuss performance, go over training and continuing education for them. I attend weekly meetings to discuss performance and program changes.

Online and Email Support Technician, assisting with customer issues and troubleshooting resolutions. Emdeon was a quick growing company buying other companies and incorporating their systems I worked across 4 main mainframe and UNIX systems. The issues would Range from basic user instruction to troubleshooting claims error messages, finding missing batches of claims that were supposed to be at the Insurance Company and errors and missing reports back from the insurance companies. I was heavily trained in the ANSI 4010 Medical and Hospital Format as well as the ANSI 837 Remittance format. Also responsible for handling escalated issues assigned by the Supervisors, training new technicians on the floor and Mentoring technicians with issues. I created documentation to assist technicians and was a fill in team lead.

Over the Phone Desktop support technician, which entails answering inbound customer calls and troubleshooting Hardware and software issues from basic user instruction to advanced hardware replacement. Quickly moved into a 2nd level position on a new Windows Re-installation project., In this project the 1st level tech would determine an OS re-install was needed and a ticket would be created and then I would contact the customer back and walk them through the Windows re-install over the phone; typically handling 2 re-installs at a time over the phone. I took the customer through a Dell Approved Hard Drive wipe and a re-install of the OS to an out of the box state, most of the older systems did not have re-install CD's with an image so it was a manual process. I was then moved to 2nd level Laptop support and for most of my time went between Desktop, Laptop and OS re-install support. During December 2002 I was temporally moved to the sales department. As a technician assisting customers over the phone in PC teardown and repair I also worked hands on with PC repair and tear down at the site. Systems and Skills used: I supported all Dell Desktop and Laptops using all versions of Windows. I was trained on hardware replacement on all Dell systems and could do so over the phone.