Michael Cote
Hudson,MA
Summary
As Help Desk Analyst Lead, I personal help corporate users with different issues. These issus range from Active Directory account issue with new hire and rehire account issues, connectivity Issues with VPN and Zscaler. Provide Support for iPhone Enrollment issues resolve from MFA Setup, Sep for Mobile and Passcodes issues. Handle and Resolve Escalations request from Direct Management and higher. I am experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
10
10
years of professional experience
5
5
Certification
Work History
IT Service Desk Analyst
CVS HEALTH CORPORATION
Cumberland, RI
08.2022 - Current
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues.
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Recognized by management for providing exceptional customer service.
IT Service Desk Tech
CVS HEALTH CORPORATION
Cumberland, RI
06.2020 - 08.2022
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted in the setup of hardware, software, and network configurations.
- Used remote login tools to assist clients with technical and product questions.
- Logged all customer interactions in ticketing system for tracking purposes.
ITSC Technical Support
Randstad
Cumberland
09.2019 - 06.2020
- Support Windows 10 Domain Connected system, with troubleshooting wifi Connectivity and Network Connectivity issues
- Troubleshooting non-working application, including reinstall of application
- Handling of average 30 to 40 inbound calls a day
- Use HPSM and SNOW to Create Ticket for all incoming calls and escalate ticket to support teams as required
- Handle Password calls for NT Domains, AS400 System, Unix Servers Password Reset
- Troubleshoot login issue with VPN Login with token
- Follow CVS Policy for PHI/PII and PCI compliance of all calls
- Review OPEN Queue Ticket with research the ticket issue if they can be resolved by help level or need to be assign to another workgroup team
- Share Knowledge of issue and Information to follow co-workers
- Where possible.
Senior Technical Support Specialist
UnitedHealthcare Group/Optum
Johnston
03.2015 - 08.2019
- Support 25-35 tier 1 technicians daily by providing troubleshoot guidance, training internal software tools, internal web search engines, and answer polices and produce questions
- Handle real-time tier 2 technical support for a pilot program by using via telephone, email or chat (Outlook 2010, Cisco Jabber, Genesys System)
- Meeting statistical metrics with ticket and call quality, first call resolution, schedule adherence and call handle time in a high-volume call center environment that operates 24x7x365
- Resolve complex issues and close 95% trouble tickets on first call without escalation while using ticketing platform Service Now
- Troubleshoot operating systems ranging from W7, W10 and Mac while using internal helpdesk tools (Bomgar, Putty, AD Users & Computers, AS400, Optum web tool search engines)
- Other tasks include installation, repair, matinance and upgrades
- Support domain password resets, RSA token, RSA SecurID two-factor authentication, Microsoft Office applications, common connectivity issues (TCP/IP, WLAN, LAN, Wi-Fi, Cisco Routers/modern, and VPN
- Follow UnitedHealthcare Group & Optum policies and procedure, safeguarding sensitive information, such as PHI/PII.
Technical Support Representative (Contractor)
Apex Systems
Smithfield
08.2014 - 03.2015
- Respond to Calls in Queue to Support Pharmacy chain of stores
- Handle calls with Registers and Thin clients
- Small Laser printers using remote supporting tools
- While documenting the calls in HPSM
- Escalated tickets to field techs with failed hardware repair calls.
Skills
- Remote Support
- Software Installation
- Technical Support
- Technical Troubleshooting
- Call Center Operations
- Enrollment Setup iPhone with SEP Mobile Support
- MFA Azure Enrollment Support
- Common Support for iPhone with Enrollment Issues
Certification
- CompTIA A+
- CompTIA Network +
- CompTIA Linux+
- Microsoft Certified Professional
- MTA Windows Server Administration Fundamentals
- HDI- Desktop Support Technician
Education Experience
- Stanly Community College, 03/2019, Current, Online Class, Information Technology, I.T. Academy Class Red Hat System Administration I (RHA124), I.T. Academy Class Red Hat System Administration II (RHA134)
- Lincoln Technical Institute, 09/2013, 08/2014, Lincoln, RI, Computer Network and Security, 4.0/4.0, Advanced PC Repair and Support Customer Service, Help Desk Operations Desktop Operating Systems, Windows 7 Ethical Hacking and Network Defense, Microsoft Windows 2008 Infrastructure, Windows Server 2008 Active Directory, Network Defense and Countermeasures Networking Tools, Techniques Office Applications Security
Timeline
IT Service Desk Analyst
CVS HEALTH CORPORATION
08.2022 - Current
IT Service Desk Tech
CVS HEALTH CORPORATION
06.2020 - 08.2022
ITSC Technical Support
Randstad
09.2019 - 06.2020
Senior Technical Support Specialist
UnitedHealthcare Group/Optum
03.2015 - 08.2019
Technical Support Representative (Contractor)
Apex Systems
08.2014 - 03.2015