• Responsible for handling computer assistance for six different markets for Baptist Health Systems
• Provide exceptional customer service and response to CCC client contacts (calls, emails, requests and chat sessions).
• Responsible for defining and resolving customer problems. Enter information into ticketing system for purpose of tracking each customer issue
• Researches problem areas and documents process used to correct issues.
• Logs and tracks inquires and compiles customer service statistics.
• Monitors customer questions and complaints to ensure adherence to established customer procedure.
• Engage other support groups and application teams as appropriate to coordinate resolution efforts
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Remote assist using RDP, VNC, Bomgar, Cisco VPN.

Technical support for computers and associated networks
• Serve as the first line of defense for all USAA employees on technical calls
• Troubleshoot and maintain all applications owned by the company.
• Troubleshoot VPN/Remote Desktop connections for field/WAH employees.
• Maintain user and security accounts through Active Directory.
• Implement ways to improve our skills, service, and equipment.
• Respond to changes quickly.
• Monitor and report technology use and performance.
• Increase communications between IT groups.
• Serve as Outage Coordinator – Manage the early detection of Service Interruptions and maintain presence at the Availability Command Center while facilitating timely communication to the end user through the use of multiple channels.