Tech Support Engineer

• Nov 2021 - Present

CCC Retention Specialist II

• Mar 2019 - Nov 2021

• Solving customer's needs on first contact through simple, high-quality, and personalized experiences for every customer. • Assist with a variety of needs which may include making payments, providing proof of insurance, password resets and as well as some policy changes to coverage and/or deductibles. • Communicate and coordinate effectively with internal departments. • Documenting the correct case logs/task files to a customer's corresponding agent. • Solving customer's needs on first contact through simple, high-quality, and personalized experiences for every customer. • Assist with a variety of needs which may include making payments, providing proof of insurance, password resets and as well as some policy changes to coverage and/or deductibles. • Communicate and coordinate effectively with internal departments. • Documenting the correct case logs/task files to a customer's corresponding agent.

Help Desk Support

• May 2018 - Feb 2019

•Meet customer service expectations, perception, and satisfaction • Ability to work in a team environment and communicate effectively • Entering time and expenses in ticketing system, as they are incurred • IT Supported relating to technical issues involving Microsoft's core business applications and operating systems • Exceptional in remote access solution implementation and support: VPN and Terminal Services • Monitored the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets • System documentation maintenance and review in ticketing system • Communicate with customers, as required; keeping them informed of incident progress, notifying them of impending changes or agreed • Understanding of support tools, techniques, and how technology is used to provide IT services • Configured and managed 90% of our Windows/Linux VMs for development and production environments • Used Windows Server Services to manage domain controllers to securely interact with Active Directory. • Created and bound certificates to 100% of our public facing applications to improve security and remain compliant. • Performed in house repairs on apple devices, dell devices and other technology equipment while assisting internal employees Show less