IT/Paralegal Support Specialist (Part-Time Remote)
Resume:
Keisha Taylor -Issah
*************@*****.***
Summary of Qualifications/Skills
IT and Paralegal professional with combined 15 years in personal injury and support center/help desk experience. I am looking for part-time remote work only. I have technical knowledge/training of installing programs on C drive, performing a clean install, configure local user account, configure user account settings, knowledge of how to change default passwords. some knowledge of how to restore and backup Windows 10. Knowledge of pre-litigation personal injury auto accident cases. In addition, I have effective interpersonal skills such as effective communicating, analytical thinking, conflict resolution and problem solving.
Operating Systems/Applications/ Software Proficiency-
Atera ticketing system
Ivanti ticketing system
Keystone Edge/Service Now ticketing system
SharePoint, Excel and Windows 10
Google Hangouts and Chats
Zscaler and GlobalProtect
Knowledge of VDOTS applications
Gmail
Electronic Change Management System
Cisco AnyConnect
Microsoft Teams
Citrix SiteManager
Work Experience
Computer Support Specialist
Southeastern Virginia Health System 10/2022-3/2024
Test and evaluated the call line center.
Troubleshooted remote connectivity issues.
Troubleshooted printer issues through diagnostic testing.
Worked ticketing system through Atera
Help Desk Support Technician-
Virginia Department of Transportation 04/2019-06/2021
Administered setting up pc, laptops, docking stations, network cables, etc.
Configured hard drive on EBB (electronic bulletin boards)
Input data into SharePoint management system.
Some business analyst training with creating user stories and acceptance criteria.
Administered end-user support daily.
Troubleshooted remote connectivity issues and Cisco VPN software.
Administered assistance through Cisco AnyConnect for the purpose of accessing applications.
Submitted regular status updates and reports to supervisor.
Coordinated appointments via calendar system with users for in-person technical support.
Performed helpdesk related duties and provide on-call support.
Troubleshoot systems/network issues, identify/analyze root causes, and implement corrective actions.
Troubleshoot end-user technical problems using RDP.
Assisted with mapping network drives.
Assisted users with real time chat support.
Assisted with re-connecting users to their applications who have too many open sessions on said application.
Participated in testing by use of scripts for Knowledge Base purpose.
Demonstrated a high ability of drive and determination and was always willing to go the extra mile to provide outstanding customer service.
Analyst
Teksystems (Markel Corporation) 05/2018-9/2018
Assisted with Litigation Hold process for the purpose of data privacy.
Coordinated Iron Mountain cartons/ documents/records to scan into Onbase.
Assisted with formatting policies based on the Markel Style.
Worked in the Global Security Service department and participated in some training and meetings of the Compliance team, Security Risk team, Business Continuity team and Security Operations team.
Paralegal/ Case Manager
Lawyer Staffing/TWD 10/2017-04/2018
Managed, organized, and coordinated case information of clients with regards to personal injury matters.
Analyzed medical records and reports.
Prepared demand package/draft demand letter.
Prepared Settlement Statements.
Initial negotiation with claims adjusters regarding settlement offers.
Paralegal/Case Manager
McEachin & Gee, Richmond VA 10/2014-04/2017
Managed a total of 139 case files in 1 quarter.
Analyzed medical records and reports which disclosed oversights and errors of medical providers that led to a revision of records and reports resulting in an increased of offers (monetary) on a few cases that I managed.
Received the fastest turn-around of initial offers on cases within 2-3 weeks of receipt.
Conducted interviews with clients
Drafted and prepared legal/pleading documents for court, i.e., Complaint, Discovery, Motions, Notices, SDT.
Liaison between clients, adjusters and medical providers.
Conducted or coordinate factual investigation.
Conducted legal research.
Prepared thorough demand packages which resulted in expedient initial offers.
Education and Training
New Horizons Computer Learning Centers - Richmond, VA- Certificate of completion of programs in both Managing and Troubleshooting Networks and Principle of Computer Security - (3/2017- 6/2017)
Global Institute of Technology- Richmond, VA- Certificate of completion of programs in both CompTIA A+ and CompTIA Network+ (8/2014-10/2014)
Old Dominion University- Norfolk, VA, B.A. in Political Science (2013)
Tidewater Community College- Norfolk, VA, A.S. in Paralegal Studies (2002)
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