Enmanuel Munoz
Philadelphia,PA
Summary
I.T Help Desk Analyst currently Scouting Employment | Google I.T. Support, Google Project Management, Google Data Analytics Certified| Ambitious, Flexible, & Eager
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Care Advocate/Web Support Level 1
Express Scripts by Evernorth
Philadelphia, United States
11.2023 - Current
- Handle customer service inquiries from members, providers, physicians and internal external clients related to pharmacy benefits
- Work in tandem with other departments to resolve claims and mail order issues
- Reseach, identify, assist and escalate concerns if necessary
- Make independent judgements in order to respond accordingly to complex and critically sensitive circumstances
- Website/mobile app registration
- Mobile app navigation
- Email capture
- Password resets
- Basic website navigations
IT contractor/Desktop Support
Brooksource
Philadelphia, United States
09.2023 - 09.2023
- Project Cigna Return-to- Work Initiative
- Responsibilities were to handle desk monitors/cable setup, reviewing and troubleshooting network/Wi-Fi connectivity, supporting printer / scanner device setup, desk phone and headset configuration, among other as-needed IT tasks around the offices
Productivity Consultant/ Help Desk Analyst
Vitalyst
Bala-Cynwyd, United States
03.2022 - 03.2023
- Customer Service IT Support
- Minimized employee downtime by thinking creatively and adapting on the fly to end-user Internet issues
- Troubleshoot end-user software, hardware, 3rd party Internet systems, and ISPs to determine the best course of action
- Ensured that clients understood complex information in a respectful and understanding manner
- Managed various Internet-related tickets in order to keep customers informed about their status
- Maintained a calming experience with customers focusing on support for Microsoft Office 365 Applications: Outlook, Teams, Word, Powerpoint, etc
- Also handled situations involving Azure and Active Directory
- Additionally, provided assistance with VPN, Citrix, and mobile device management for Android and iPhones
- In addition I also :
- - Kept organized call records using ticketing systems: EFO records and ServiceNow
- - Assisted customers with mobile support
- - Remoted in PC's when needed
- - Assisted with company migrations via group presentations
- - Created Audio and Video content for Educational purposes via Adobe
IT Specialist
Per Scholas
Philadelphia, United States
09.2021 - 01.2022
Overnight Laborer
Whole Foods Market
Philadelphia, United States
10.2018 - 08.2021
- Ensured a fresh and appealing display by keeping cases and shelves clean and well stocked by front-facing, checking codes, rotating, and removing out-of-date products
- Followed and complied with all applicable health and sanitation procedures and adhere to safe work practices
Logistics Laborer/Team Member
Target
Philadelphia, United States
03.2016 - 05.2017
- Managed overnight incoming freight and stacked shelves accordingly and received special orders for customers and shipped them to the appropriate destination
Education
Google IT Certification & CompTIA A+ Certication - Information Technology
Per Scholas
12.2021
Certication of Completion - Entrepreneurship/Entrepreneurial Studies
Ombudsman South Accel Technical Center
06.2015
High School Diploma - Business Technology
Franklin Learning Center
06.2014
Skills
- Communication Etiquette and Efficacy
- Quality assurance
- Multitasking
- Application installations
- System performance optimization
- Network troubleshooting
- Helpdesk services
- Server maintenance
- Operating system management
- Mobile device management
- Desktop technical support
- Technical support
- Application support
- IT documentation
- Remote support
- Troubleshooting and Diagnostics
- Incident management
- Data recovery
- VPN setup and management
- VPNs and Remote Access
- Microsoft office and outlook proficiency
- Microsoft office 365
Certification
- Google IT Support- IT Security: Defense against the digital dark arts
- Google IT Support - Operating Systems and You: Becoming a Power User
- Google IT Support- System Administration and IT Infrastructure Services
- Google IT Support - The Bits and Bytes of Computer Networking
- Google Data Analytics
Languages
- English, Full Professional
- Spanish, Native or Bilingual
Timeline
Patient Care Advocate/Web Support Level 1
Express Scripts by Evernorth
11.2023 - Current
IT contractor/Desktop Support
Brooksource
09.2023 - 09.2023
Productivity Consultant/ Help Desk Analyst
Vitalyst
03.2022 - 03.2023
IT Specialist
Per Scholas
09.2021 - 01.2022
Overnight Laborer
Whole Foods Market
10.2018 - 08.2021
Logistics Laborer/Team Member
Target
03.2016 - 05.2017
Google IT Certification & CompTIA A+ Certication - Information Technology
Per Scholas
Certication of Completion - Entrepreneurship/Entrepreneurial Studies
Ombudsman South Accel Technical Center
High School Diploma - Business Technology
Franklin Learning Center
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