Michael ThompsonTechnical Lead
I have acquired more than 10 years experience in Customer Help Desk and IT Support with Native English Skills, providing support to Customers on how to use IT Tools etc. Resolving Incidents and Escalating to Other Groups when necessary. Started on this New Project with BlueCross BlueShield Minnesota An HMO Entity International Health Insurance Working at the Service Desk, Taking Calls, Chats, Resolving Self Service Incidents Assigning To Other Support Teams When Necessary Working with Tools like, VPN, AnyConnect, ServiceNow, Outlook, Microsoft Teams, OneNote, ControlUp for Access Remote to User's Machines, Active Directory, Highmark View, CSD Desktops, Thin Client and all Components, Citrix Workspace, VDI etc. Always Eager to Resolve User's Concerns on FCR.
Tech stack
Customer Relationship Management (CRM) (14)
Microsoft Office (10)
IT Support (10)
Active Directory (10)
Control Systems (8)
Windows (8)
Amazon Web Services (AWS) (6)
SAP Business Intelligence (BI) (6)
OpenVPN (6)
Cloud Services (6)
IT Security (5)
Microsoft Excel (5)
Communication (3)
Chatbots (3)
Data Integration (3)
Salesforce (3)
Accessibility (2)
Cloud Computing (2)
Security Clearance (2)
SharePoint (1)
Database Replication (1)
Order Management (1)
Integration (1)
Application security (1)
CMS (1)
Computer Security (1)
Security (1)
Experience
Technical LeadCognizant
03/2019 - Currently

I have acquired more than 10 years experience in Customer Help Desk and IT Support with Native English Skills, providing support to Customers on how to use IT Tools etc. Resolving Incidents and Escalating to Other Groups when necessary. Started on this New Project with BlueCross BlueShield Minnesota An HMO Entity International Health Insurance Working at the Service Desk, Taking Calls, Chats, Resolving Self Service Incidents Assigning To Other Support Teams When Necessary Working with Tools like, VPN, AnyConnect, ServiceNow, Outlook, Microsoft Teams, OneNote, ControlUp for Access Remote to User's Machines, Active Directory, Highmark View, CSD Desktops, Thin Client and all Components, Citrix Workspace, VDI etc. Always Eager to Resolve User's Concerns on FCR.

Amazon Web Services (AWS)
SAP Business Intelligence (BI)
Microsoft Office
Control Systems
OpenVPN
Cloud Services
Customer Relationship Management (CRM)
Windows
IT Support
Active Directory
IT SupportAvaya
01/2015 - 09/2017

IT Partner and Customer Help Desk assisting Users with the IT Tools listed Below, Resolving Incidents and Escalating to Tier 2 when necessary. (CRM, Ticketing Tools, Oracle, SharePoint, HPSM, ITSS, CXP Portal, Partner Authentication Portal, PLDS, RFA, KRS, GRT, Salesforce, One Source etc.)

Microsoft Excel
IT Security
Microsoft Office
Control Systems
Customer Relationship Management (CRM)
Data Integration
Windows
Salesforce
IT Support
Active Directory
E-mail Executive5CA
10/2012 - 02/2014

Tech Support/Customer Care For Jabra Bluetooth Headsets, Golfbuddy GPS Range Finder, Vendo Digital Access Subscribers, Beeline Smurf Village Gamers)

Microsoft Excel
Security Clearance
IT Security
Microsoft Office
Accessibility
Customer Relationship Management (CRM)
Cloud Computing
IT Support
Active Directory
Sales Rep/ Customer ServiceTeletech
10/2011 - 09/2012

(Tech Support/Customer Care/Sales/Order Entry For Time Warner Cable Subscribers And Potential Customers)

Order Management
Computer Security
Customer Relationship Management (CRM)
Application security
Security
SharePoint
Database Replication
Integration
CMS
Customer Service/Chat ExecutiveQualfon
12/2007 - 11/2010

(Tech Support/Customer Care/Sales For Boingo WiFi Connection, 24 Hour Fitness Health Club Chain For Members And Potential Clients All through Chat E-Commerce)

Customer Relationship Management (CRM)
Chatbots
Communication
Education
Master of Science - MS, Public Relations, Advertising and Applied CommunicationsUniversity of Benin
09/1990 - 08/1992
Portfolio
Internet
May 2021 - June 2021