Customer Service Technical Support

Craig P. Mark

Altamonte Springs, Florida *****

Home Phone: 407-***-****

Email: ******.**@*****.***

Employment Experience:

Ellucian, Lake Mary, FL

• Help Desk Specialist, 08/13/2018-10/08/2018

• Provide help desk support to university staff and students in the terms of access web portal services. Those services would involve password resets using Windows active directory access, remote computer access, and troubleshooting login issues. It would also involve creating escalation trouble tickets to submit for networking issues to user services on university campuses.

Express- Scripts, Orlando, FL

• Patient Care Advocate, 05/30/2017-06/20/2018

• Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Schedule the delivery of oncology medication. Work to research and resolve problems in a timely manner. Assist members in understanding and maximizing the use of their pharmacy distribution program. Use computerized system to gather information and respond to questions. Document issues and resolutions in a common database. Escalate issues as necessary. Handle inbound and outbound member, provider and physician calls

• Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable

• Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines

• Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns

• Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs Acorn StairLifts, Orlando, FL

• Technical Support Representative I, 02/06/2017 – 04-21-2017 Provide technical assistance and support for internal and external customers Provide primary-level technical assistance on Acorn 18 and 120/130 stairlifts Provide secondary-level technical support assistance on Acorn stair lifts for internal and external customers. Assist customers with parts ordering and service call scheduling. Document all customer contacts and outcomes with installers. Determine warranty coverage. Convergys, Lake Mary, FL

• Apple Care Support Agent, 04/08/16 -11/23/16

Provide technical support and troubleshooting Mac OS and iOS platforms for devices such as iMacs, Mac Books, iPhones, iPads, & iPods. Assisting in customers with configuring applications and guidance installation of software applications. Assisted customer with configuring applications on OS and iOS devices. Assisted with removal of internet threats on Mac OS platforms. Assist with account the recovery with Apple ID and passwords resets. Assist with Mac OS system recovery, and system backups. Verify Apple Care Plus coverage for customer products.

CAI-SunWatch, Orlando, FL

• ll System Technician, 10/28/2015- 02/14/2016

Monitor toll system network of FDOT for Central Florida Turnpike, conduct remote trouble shooting of toll coin machine at toll plazas. Correct system errors on the toll network. Monitor temperature and power variation at toll plaza and servers. Assign and dispatch technicians at toll plazas for needed repairs and assign work system assignments to toll technicians Mears Transportation Corporation, Orlando, FL

• Luxury Vehicle Dispatcher, 2/17/15 - 8/18/15

Coordinating the dispatch of luxury vehicles for the purpose of providing transportation to passengers in a timely manner. Update airline flight information for the purpose of dispatching to drivers to provide transportation to arriving passengers. Coordinating with various hotels to provide transportation for guest.

Bright House Networks, Orlando, FL

• Service Technician I, 10/25/10 – 5/13/14

Provide cable service repair for residential customers. Replace or repair cable service lines at the residence and perform high-speed internet service calls. Conducted signal level checks at residence, checked for signal leakage, and replace cable boxes, cable cards and internet equipment. Configure customer’s network equipment, USB wireless adapters, routers.

CenturyLink, Altamonte Springs, FL

• Communication Specialist, 05/26/06-05/2010

Provided technical support for DSL customers

Assisted customers with software & hardware, webmail, & email support. Configured customer’s routers and modems, assisted customers with configuring the internet security software. Assisted customer with online virus scanning and removal via internet connection with customer PC's. Conducted network system checks for connection issues on the server and worked with engineer to correct connection issues. Accessed network elements on the server to check signal rates, data traffic, or any network outages EDUCATION:

Sarah T. Reed High School, New Orleans, La

Graduated with Distinction

Southern University of New Orleans

BS., Computer Science

QUALIFICATIONS:

Proficient in Windows Vista, 7,and 10 hardware installation, Microsoft Access, C programming on Visual Basic. Operated on VSE, MVS, AS400 AND NCR UNIX platform systems.

Contact this candidate