· Resolved 60-80 calls a day during Annual Election Period· Summarized medical and pharmaceutical claims and benefits for members aged 65+· Protected member PHI following HIPAA guidelines· Investigated denied claims for escalation to reprocessing· Searched for in-network providers based on 1000+ member plan networks.

Completed 8-15 trips a day over an 8 hour period, often going across the entire city several times· Received 8 “Excellent Service” awards· Learned routes through an extremely difficult to navigate city (Pittsburgh, PA is considered“ungriddable” due to terrain)· Focused primarily on customer safety and support, from luggage handling to preferring customer-suggested routes over GPS· Maintained vehicle cleanliness and operation despite heavy use· Displayed cultural sensitivity to a wide variety of customers in a diverse city

Resolved, monitored, and recorded incidents worldwide using Solarwinds Orion, Systems Center Operations Manager, and Service Now.Monitored over 120 sites with 4 – 100 devices each, including switches, routers, riverbeds, firewalls, load balancers for a single, fully integrated, international corporate network.Trained two new network analysts on service procedure and restoration.Troubleshot and resolved high-level tickets by coordinating with Tier 2 and Tier 3 technical teams to resolve issues related to Networking, Software, Hardware, and Security concerns.Created Incident Analysis Records and coordinated with Problem Management for Root Cause Analysis.

Monitored and maintained over 100 networks with up to 5,000 devices for 1,000 separate sites each as part of a fifteen member NOC team.Created and loaded backups of router and network equipment configurations for remote restorations.Trained seven NOC Technicians on network restoration and service procedure.Troubleshot and resolved 60 to 120 tickets per day in accordance with pre-set service level agreements.Remotely accessed customer network equipment for repairs and configuration using Telnet and SSH protocols.Monitored and restored LAN, WAN, and WLAN networks using the Nagios monitoring system, Cacti, Telnet, SSH, SNMP, Linux, CLI's, and Mozilla Thunderbird.Resolved downtime events, equipment failures, circuit failures, bottlenecks, packet loss, and error incrementation.Analyzed site-specific information, evaluated modem, router, and VLAN tunnel connectivity, wrote step-by-step walkthroughs of site turn-up procedure, and coordinated responses with ISPs to resolve outages.Conducted routine diagnostic checks, firmware updates, and virus scans while managing and maintaining a $10K inventory of workstations and network equipment.