Cody McCormick

Experience

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  Teleperformance

  Jan 2014 - Aug 2021

  Subject Matter Expert/ Team Leader for Sprint Cellular

  ● Interacted with enterprise and individual customers and updated notes as an escalation point, ensuring accurate and comprehensive records via a proprietary Database hosted through Citrix.● Played an integral role in the training process for the Sprint EWD chat team, acting as Q/A for chat, contributing subject matter expertise and knowledge transfer.● Automated the process for submitting and resolving credits, as well as phone unlocks, streamlining operations and\improving efficiency, reducing agent handle time by 10%● Proposed steps to troubleshoot cellular devices, including phones, hotspots, and tablets, addressing issues, and ensuring optimal functionality, with a 80% resolution rate● Presented break-fixes for non-technical agents resolving 75% of issues Show less

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  Centene Corporation

  Mar 2022 - Aug 2023

  Information Technology Support Analyst II

  ●Provides on-site and remote technical support for end users and IT infrastructure, including Windows Active Directory systems, SQL servers and Office 365 Suite.● Analyzes events and resolves end user issues regarding Login failures viaSplunk reducing user lockout time by 10% via unlock through powershell.● Facilitated Installs of software, updates, and upgrades on networked computers and workstations via a combination of Windows System Center Configuration tools.● Offers laptop/desktop/Cellular device break-fix assistance and remote desktop support.● Created, Updated, and Resolved Tickets via the Service now framework – Upward of 25-30 Tickets Daily● Interacted with and assisted Users including Doctors, Nurses, to Directors of Health and all average customer service agents, resolving upwards of 25 tickets per day Show less

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  Modivcare

  Aug 2023 - Nov 2023

  Information Technology Support Analyst III

  ● Demonstrated excellence by achieving a completion rate of over 40 tickets daily with a remarkable 90% resolution rate within a 24-hour SLA timeframe.● Diagnosed and resolved a variety of IT issues, including those related to VPN, Active Directory, and phone system configurations. within a 15 minute per call window● Utilized expertise in working with Service Now Ticketing system, ensuring efficient and organized handling of support requests.