Antonio Mosqueda

CompTIA A+ certified IT support professional transitioning into enterprise IT with hands-on experience providing Tier 1 support, end-user assistance, user account administration, password resets, permission management, and remote troubleshooting. Currently pursuing a Bachelor of Science in Cybersecurity & Information Assurance at Western Governors University. Experienced with Microsoft 365, Office 365, Outlook, Microsoft Teams, NICE inContact, Windows 10/11, networking fundamentals, hardware/software troubleshooting, incident documentation, and customer-focused problem resolution.

Customer Care Representative at Elevance Health (2026-06 – Present)

• Provide customer support in a high-volume call center environment using Genesys and Unified Desktop for call handling, account access, and case documentation
• Navigate multiple systems simultaneously to resolve customer inquiries while maintaining accuracy and compliance standards
• Document customer interactions and resolutions, contributing to a consistent case history record

Workforce Management Analyst at BeneLynk (2023-01 – 2026-01)

• Provided Tier 1 technical support to 5–10 employees daily by troubleshooting Microsoft 365, Outlook, Teams, NICE inContact, and softphone issues
• Managed user accounts through password resets and permission changes in NICE inContact, ensuring secure access
• Resolved software, connectivity, and account access issues using remote troubleshooting and step-by-step user guidance
• Documented incidents, troubleshooting actions, and resolutions while partnering with IT and operations teams
• Monitored workforce metrics and produced operational reports in Microsoft Excel to support business decisions

Bachelor of Science in Cybersecurity & Information Assurance – Western Governors University

Associate Studies in Veterinary Technology – University of Puerto Rico at Arecibo