Gary Ruegg

IT Call Center Supervisor @Allied Digital

Indianapolis, IN, US

Supervised the call center responsible for over personnel in the Health Insurance Industry• Responsible for training and guiding the service desk members on the processes, duties, tasks and their responsibilities and requirements to meet the Service Level Agreements of the customer.• Provided educational material on the workings of the facility. On-Site and Remote Support for customers requiring assistance with their computers, monitors, IP-Phones, applications, and web support and any other information technology questions. • I provided the training for the continual education of our personnel and our customers in the processes we use to service them. • Each of our personnel were trained on the processes to find out why a customer was unable to access their computer, network and or email directly or remotely via their phones.• We also diagnosed and troubleshoot Linux, UNIX and Windows processing problems, also Cisco AnyConnect VPN Client was also a common issue to understand and correct, along with DUO.• We ensured network, system and data availability and integrity through the proper troubleshooting and escalation processes that we put in place for the untimely events that occur.