Kelly Galica
Broad Brook,CT
Summary
Experienced with troubleshooting technical problems to ensure seamless IT operations. Utilizes diagnostic tools and customer service skills to resolve issues promptly. Knowledge of network configurations and software installations, ensuring optimized system performance.
Overview
37
37
years of professional experience
Work History
IT Technical Support Specialist
Cigna/Evernorth Services
10.1988 - 04.2025
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
- Used ticketing systems to manage and process support actions and requests.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
Education
Manchester Community College
Manchester, CTSkills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Ticketing system experience
- End-user training
- Incident management
- Server maintenance
- System configuration
- Application support
- Technical support
- Issue troubleshooting
- Customer service
- Technical issues analysis
- Technical troubleshooting
- Application installations
Timeline
IT Technical Support Specialist
Cigna/Evernorth Services
10.1988 - 04.2025
Manchester Community College
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