Abdou Nchare
Service Desk Specialist @CareFirst BlueCross BlueShield
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WORK HISTORY
Service Desk Specialist @CareFirst BlueCross BlueShield
US
CareFirst BlueCross BlueShield Columbia, MD Service Desk September 2018 - Present Troubleshoot and resolve on average 40 -50 technical issues reported by associates, members, providers, brokers and employers via phone, skype or email daily Working within ITIL Framework, using the ServiceNow (OneStop) Incident Management tool to log Incident and request escalation to Desktop Support or other IT teams for resolution Troubleshoot and document hardware, software, and network related technical problems Assist with mobile software installations such as MFA Authenticator and BYOD (Bring Your Own Device) Contributing to improvements in first time call resolution scores by continually providing exceptional customer service Write reports when closing tickets Provided leadership with feedback and suggestions leading to improvements for onboarding of new hires
EDUCATION
Montgomery College
Associate of Arts and Sciences - AAS
ABOUT ABDOU NCHARE
I graduated from Montgomery College with an Associate Degree in Computer Science Information System. I am currently a full time Technical Customer Support at CareFirst BlueCross BlueShield & student at Year Up National Capital Region; A leading national career development program with 250 corporate partners graduating over students annually across thirteen cities. Skills Languages: English and French Software: Microsoft Office Suite 2010 (Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7,8 and 10; installing drives; Citrix; OneStop; LuminX; VDI; VPN; VMware; MD 3270 Mainframe; Facets PW Reset; vSphere Web client; Simplified monitoring tool; Stealth Intercept; basic C++; Java Script and C-Sharp Programing language Hardware: HP desktops & laptops; Dell desktops & laptops; HP printers; Server installation Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router) Support: customer service support (email, phone, skype, Remote Desktop and in person)
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