Timothy Hoag Resume

Contract placement via Net2Source; full-time remote support for Ellucian, serving 30+ higher education institutions. Focus areas: hybrid identity and IAM (Okta, OneLogin, Duo Security, Microsoft Entra ID) layered over on-prem Active Directory, Office 365, and multi-factor authentication, in FERPA-compliant environments.

• Resolve 200+ IT incidents per month across 30+ higher-ed institutions, triaging hybrid Active Directory/Entra ID sync failures, MFA lockouts, and VPN-dependent authentication breakdowns in ServiceNow — sustaining 4.33–5.0 CSAT throughout
• Manage identity and access end to end for faculty, staff, and students across Okta, OneLogin, Duo Security, Microsoft Entra ID, and on-prem Active Directory — including MFA and SSO recovery and Banner/Colleague/Argos ERP access — while delivering Tier-1 support across registration, admissions, billing, financial aid, and academic records under FERPA-governed policy
• Maintain 97–100% documentation accuracy across all incidents, surfacing recurring patterns and contributing knowledge-base resolutions for hybrid identity edge cases that were previously misdiagnosed; also serve as Quality Analyst in Calabrio, running 50+ evaluations per month with 90–97% scores, including multiple perfect 100s

Contract placement via TTEC; remote help desk support for Everfi, an education-technology platform.

• Resolved 50+ account-access issues per week at 100% CSAT — password resets, lockouts, and user-access administration across phone and email — while shortening average call times and improving quality adherence against every performance target
• Drove first-contact resolution on web-based cases by gathering full context upfront, and de-escalated difficult interactions through active listening and accurate problem diagnosis

Contract placement via TTEC; remote member support for Rally Health, a UnitedHealth Group digital health platform.

• Resolved account-access and registration issues for a healthcare membership platform, de-escalating frustrated members through accurate diagnosis and clear explanation — recognized as "Most Improved" (October 2023) for sustained growth in service quality
• Mentored teammates through difficult member interactions and consistently met or exceeded performance objectives, earning six consecutive months of incentive-based recognition

Contract placement via TTEC; remote pharmacy support for Blue Cross Blue Shield, operating under HIPAA.

• Delivered a 96.6% first-call resolution rate on prior-authorization and medication-coverage cases handled under HIPAA-governed workflows, surpassing departmental goals while holding quality scores steady
• Cut average handle time by 2 minutes by improving call-resolution processes, and was recognized for resolving escalated, cross-departmental coverage issues beyond standard procedure

Contract placement via TTEC; remote member support for Blue Cross Blue Shield, operating under HIPAA.

• Resolved member service tickets spanning benefits, claims, eligibility, and coverage, documenting every interaction in Salesforce CRM in compliance with HIPAA privacy regulations and established call-flow procedures
• Recognized by management for resolving complex member concerns beyond standard procedure