rick cowie

* Provide level 1 and 2 customer support in a 3 level support tier and respond to various e-mail, phone and ticketing systems for customer issues for a variety of clients, to include Wireless Network Solutions, Space Management Solution, Web Based Insurance Solution, Human Resource Solution, Talent Acquisition and Employee Performance Management Solution, Mobile Music and Video Service, Software Compliance Management Solution, Child Disabilities Assessment, Evaluation, and Programming Solution, as well as a Web Hosting Solution * Respond to Nagios server, service, or website monitoring alerts to include resolution, escalation or phone escalation to client * Provide both Administrative/ Maintenance support for companies Alcatel’s phone switch along with Genesys ACD * Create ACD routing strategy for new clients along with appropriate reporting nodes * Provide company file updates using Open Source for new and existing client information

* Answer customers questions/issue in conjunction with company’s SLA’s * Open cases and provide customer case tracking number * Access customers site and retrieve logs pertinent to issues for research * Identify, perform or give customer the resolution if available. * Collaborated with Development Engineers when a software bug is identified and create EBF or track progress if issue will be a future software enhancement * Maintain single case ownership of issues and update customers on open cases per department policies * Write or enhance technical documents for knowledge database * Provide On-Call service on rotating basis for critical issues

* Recognized and resolved customers’ technical issues/questions including research, isolation, resolution and escalation * Logged customer problem and maintained centralized tracking system * Worked on projects from start to finish both individually and as part of a team * Prepared and distributed monthly reports * Provided 24 X 7 on-call support when scheduled on a rotating basis

* Answer customer questions/issues in conjunction with company’s SLA’s * Open cases and provide customer case tracking number * Create new customers on our network and create the appropriate services and documentation * Create additional service requests for existing customers and create appropriate documentation * Access customers site and retrieve logs pertinent to issues for research * Identify, perform or give customer the resolution if available * Work with Development Engineers when a software bug is identified and create engineering ticket and track progress if issue will be a future software enhancement * Maintain single case ownership of issues and update customers on open cases per department policies * Write or enhance technical documents for knowledge database * Provide On-Call service on rotating basis for critical issues

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry's most comprehensive platform for the administration of healthcare benefit accounts (including FSAs, HSAs, HRAs, wellness incentive, dependent care, and commuter accounts), the industry's most widely-used benefit debit card, and powerful consumer engagement solutions to help consumers optimize their healthcare spending and maximize their healthcare savings. Over 450 clients - including health insurance plans, third party administrators and financial institutions - leverage Alegeus' deep expertise and proven technology to administer benefit accounts for more than 26.4 million members and process more than $8.4 billion in consumer healthcare payments annually.