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Customer Support / Service Desk
IT & Customer Support Professional with 5+ years supporting users in remote, high-volume environments.
United StatesCustomer Support / Service Desk at TEKsystems
TEKsystems - Capital Blue Cross
Provided customer support for account access, benefit inquiries, and system navigation issues in a fast-paced remote environment. Managed customer cases in ticketing systems, escalated issues per workflow, and maintained HIPAA and data-security compliance.
Customer SupportService Desk SupportAccount AccessTicketing SystemsCase ManagementHIPAA complianceData SecurityEscalation Management
Assisted users with online healthcare enrollment and system navigation issues. Created and tracked tickets for appeals and complaints, documented troubleshooting steps, and collaborated with internal teams to resolve consumer issues.
Customer SupportHealthcare EnrollmentTicketing SystemsTroubleshootingRemote SupportCollaboration
Provided Tier 1 technical support for Apple devices (iOS and macOS), troubleshooting hardware, software, and connectivity issues. Guided users through step-by-step solutions, resolved cases via knowledge-base resources, and managed multiple live chats while meeting SLAs.
Live ChatTier 1 Technical SupportMacOS Supporthardware troubleshootingTechnical TroubleshootingConnectivity IssuesKnowledge BaseTroubleshootingTicketing SystemsSLA ManagementRemote SupportDocumentation
Collected and reported data from store visits and maintained distribution and merchandising displays. Performed audits, managed stock rotation/pricing, received mail for distribution, and supported client sales opportunities by prioritizing workload based on store assignments.
MerchandisingStore Visit Data CollectionReportingDistribution and Display MaintenanceStockingStock RotationPricingAuditPrioritizationSales Support