Candidates About

               Dennis Huang                                                                      

EDUCATION: 

Major in Electrical Engineering at the CUNY: College of Technology, 2002-2007

WORK EXPERIENCE:

2015-present                     HealthFirst LLC               New York, NY

Deskside Support                

§  Working without supervision

§  Document all support effort using ServicesNow ticketing system to track solutions and identify trends

§  Asset Management

§  Proficient in working with users remotely via phone, email, remote session and locally

§  Using MDT /SCCM/ JAMF  to deploy New  desktop and laptop

§  Support windows XP, windows 7, windows 10 and MAC

§  Provide 24/7 after hour Support

§  Perform additional duties to fruitfully achieve company objectives

§  Resolved Customer Problems on the subject of PC hardware and software issues

§  Support 5000  Plus End User/ Telecommuter

§  Support Citrix user’s and Citrix client

§  Support office Suite 2010/ 2013/2016

§  Support and Configure IPhone’s

§  Support and Configure Right Fax

§  Support  and Configure IP Cisco Phone including desk phone and software

§  Conduct new hire orientation sessions, groups of 24 users and up.

§  Supporting Office 365 and Microsoft Azure

§  Provide white glove service

§  Project Management

§  Migrations

§  LAN/WAN

2008-2015                     HealthFirst  LLC                                                     New York, NY

Member Service Representative

§  Ensure customer complete satisfaction even for the most demanding requests over the phone. Keep positive and outstanding support experiences by interfacing directly with clients on issues, communicating in a clear, concise manner.   

§  Identify, research, and resolve customer issues with the assistance of computer system. Use proprietary computer applications to help members resolve problem faster.

§  Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication    

§  Access Centers for Medicare and Medicaid services to check eligibility and status. Handle Telemarketing Advantage Medicare calls, Using CMS system to support  colleagues, providers and customers

§  Handling all inquire for Medicare, PHSP, Senior Health Partner, and Complete Care members

§  Work with Express Scripts system. Perform independently in special projects. Handles multiple and competing projects, delivers on tasks and objective on time

§  Follow-up on customer inquires that are not immediately resolved, supervising new member service representatives with information inquires. Handle and resolve customer's complaints

§  Telecommuter

  PROFESSIONAL CERTIFICATES:

·         Microsoft Certified Desktop Support Technical

·         Microsoft Certified Professional

·         Microsoft Certified Solutions Associate: Windows 7 (MCSA)

·         MCITP: Enterprise Desktop Support Technician on Windows 7

·         ITIL Foundation Certification V3

·         MCSA: Windows 10

SKILLS:                                

·         Troubleshooting Surface Pro 3 and 4

·         Mcafee, Symantec

·         RSA Secure ID

·         HelpStar  and ServiceNow

·         Logmein and MSTSC

·         Active Directory

·         Global protect

·         JAMF

·         Microsoft dynamic AX

·         Computrace absolute

·         Active Directory

Languages:  Fluent in English, Cantonese, and Mandarin