Juan Geffrard
Cigna
New Haven,CT
1
Certification
7
years of professional experience
Dedicated to driving value through technical support, real-time monitoring, and high-level service delivery in enterprise IT environments. Utilizing current skills to stabilize systems, assist users, and enhance team outcomes while prioritizing personal growth and continuous learning. Embracing a mindset of flexibility, clarity, and servant leadership to swiftly adapt and remain focused on the ultimate objective: making a significant impact where it truly matters.
Work History
Senior Technical Support Analyst
3 Years 11 Months- Monitor critical applications and hosts using pre-built synthetics and dashboards.
- Detect and escalate service degradations before users are impacted.
- Initiate triage bridge calls for major incidents and coordinate response teams.
- Ensure resolution communication is clear, timely, and complete.
- Conduct root cause analysis (RCA) and validate resolution confidence before closing calls.
- Provide VIP-level support for internal teams and executives across departments.
- Maintain accurate ServiceNow documentation, including troubleshooting, communications, escalations, and resolutions.
- Escalate identified security threats through established procedures.
- Maintain knowledge-base documentation and support change activities to improve service stability.
- Perform ITIL-based triage within established SLAs, coordinating technical teams to restore services.
IT Contractor
3 Years 5 Months- Provided desktop support for government personnel, including device setup and troubleshooting.
- Managed user accounts, access permissions, and hardware/software installation.
- Handled walk-ups, service desk tickets, and fielded user support with professionalism.
Education
Technical Diploma - Computer & Network Technology
Skills
Incident management
ITIL framework
Professionalism
Risk assessment
Certification
- CompTIA A+
- AWS Cloud Practitioner
- Prosci Certified Change Practitioner
Timeline
Senior Technical Support Analyst
Cigna
09.2022 - CurrentRead More
IT Contractor
Government Contract
04.2019 - 09.2022Read More
Porter Chester Career Institute
Technical Diploma from Computer & Network Technology
Read More