Remote IT Support & Crisis Response Specialist

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CORE COMPETENCIES

Remote Technical Support, Customer Support Operations, Healthcare IT Support, Government/Federal Contract Support, Ticketing Systems, Identity & Access Management, Banking & Payment Support, Crisis & De-Escalation Support Training & Onboarding, Workflow Optimization, Documentation, Knowledge Base Management, HIPAA Compliance KPI & QA Performance, Multi-System Navigation

CRISIS RESPONSE/DE-ESCALATION

Experienced in high-stress, time-sensitive environments, including disaster assistance and healthcare support.

De-escalation philosophy: Recognizing that frustration is situational, not personal.

PROFESSIONAL EXPERIENCE

Technical Support Representative – Healthcare IT

Tegria Remote Contact

December 2024 – Present

Delivered Tier 1 technical support for healthcare professionals supporting hospital and clinical operations in high-pressure environments

Supported users via Five9 softphone, email, and Microsoft Teams with consistent first-contact resolution

Managed identity verification, access issues, and password resets using Microsoft Entra ID

Remotely accessed hospital systems using NinjaOne and AnyDesk to resolve hardware and software issues

Contributed to knowledge base updates, validating solutions and documenting emerging issues

Maintained strict HIPAA compliance while handling sensitive data and urgent incidents

Consistently met or exceeded QA and KPI benchmarks

Technical Support Associate – Virtual Learning Platforms

PresenceLearning Remote Seasonal

September 2024 – November 2024

Provided real-time technical support for educators and students in live virtual classrooms

Troubleshot Zoom, whiteboard tools, headsets, connectivity, and classroom software issues

Scheduled provider onboarding sessions, training appointments, and system access

Managed tickets and live chat via Zendesk, prioritizing time-sensitive classroom disruptions

Supported time entry, payroll submissions, and provider account access using Salesforce and ERP systems

Coordinated with internal teams via Slack and email to ensure uninterrupted instructional delivery

Maintained rapid response times in environments where minutes directly impacted learning outcomes

Helpdesk Account Specialist

Federal Emergency Management Agency Remote Contact

August 2021 – November 2024

Provided inbound support for disaster survivors during federally declared emergencies

Navigated FEMA Portal, HSIN, and internal resource guides to deliver accurate assistance

Verified identities and processed applications involving financial relief, ACH payments, debit cards, and benefit inquiries

Demonstrated advanced crisis response and call escalation skills under emotionally charged conditions

Used InContact softphone systems and ticket workflows to document and resolve cases

Maintained composure during extended calls with distressed individuals, prioritizing empathy and resolution

Met strict federal documentation, compliance, and accuracy standards

Outbound/Inbound Customer Support Associate

GA Foods Remote Contact

2023 – November 2024

Conducted outbound customer engagement supporting post-hospital meal delivery programs

Utilized Sangoma softphone systems and scripted workflows

Navigated ERP systems and SharePoint-based knowledge resources

Built rapport with elderly and medically vulnerable populations

Maintained professionalism in high-volume call environments focused on retention and accuracy

General Clerk II – Data Processing (ACA/CMS Contract)

Serco Remote Seasonal

2022 – 2023

Performed high-volume data entry and claims processing with 100% accuracy standards

Processed 100+ records daily, consistently ranking in top productivity tiers

Used MIDPS systems

Microsoft Teams & Chime for workflow coordination

Maintained compliance with federal healthcare data requirements

Assistant Manager / Key Holder

Supercuts & Retail Operations On-site

2011 – 2020

Led daily operations including scheduling, cash handling, deposits, and inventory control

Achieved top sales performance for six consecutive months through consultative selling

Managed staff onboarding, coaching, and performance tracking

Conducted weekly reporting, KPI reviews, and goal planning

Built strong customer retention through service consistency and relationship management

Customer Service Representative

Walmart Call Center On-site

2010 – 2011

Supported inbound and outbound customer service operations during early Walmart.com rollout

Processed ACH transactions, debit card payments, POS inquiries, and online order support

Documented complaints, escalations, and store-level resolutions

Recognized for efficient call handling and resolution accuracy

Logistics Specialist (92A)

U.S. Army / L3 / URS / DOL Contracts

March 2005 – September 2012

Managed warehouse operations, inventory control, shipping, receiving, and asset accountability

Conducted physical inventories and sensitive item tracking (weapons, NVGs, serialized equipment)

Supported onboarding and equipment issuance for incoming personnel

Coordinated supply orders, man-hour reporting, and logistics documentation

Participated in hometown recruiting, assessment coordination, and candidate processing

Served in leadership roles including squad leader and supply NCO

EDUCATION

McLennan Community College — Waco, TX

ITS Academy of Beauty — Licensed Cosmetologist (Oklahoma)

U.S. Army Logistics Training (92-Alpha) — Supply Chain & Inventory Management Certification

U.S. Army Motor Transport Operator (88-Mike) — Truck Driving & Fleet Operations Certification

U.S. Army Basic Training & AIT — Leadership & Tactical Readiness Certification Central ISD High School — Pollok, TX

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