Alesheé Ross
Washington,DC
Summary
Professional IT specialist adept at troubleshooting, technical support, and user training. Strong focus on team collaboration and achieving results, with flexible approach to evolving needs. Skilled in system diagnostics, software installation, and network management. Known for reliability and problem-solving abilities in fast-paced environments.
Overview
16
16
years of professional experience
Work History
IT Help Desk Technician
HOPCo
04.2023 - Current
- Provide Tier 1 and Tier 2 technical support to staff and patients, including troubleshooting hardware, software, network, and peripheral issues.
- Deliver clear, patient-focused assistance for account access, patient portals, and other technology interactions.
- Lead the help desk team by assigning and prioritizing tickets, mentoring team members, and serving as the primary escalation point for complex issues.
- Conduct weekly meetings with department heads to review system performance, discuss technology needs, and coordinate upcoming IT initiatives.
- Collaborate with clinical, administrative, and technical teams to support organizational workflows and ensure smooth daily operations.
- Document troubleshooting steps, system configurations, procedures, and resolutions within the ticketing system.
- Assist with software deployments, security patches, and hardware upgrades to maintain system reliability and compliance.
- Ensure all support activities adhere to internal policies, security standards, and HIPAA requirements.
- Promote cybersecurity awareness and provide training to staff on new technologies and best practices.
Patient Care Coordinator
Southeast Orthopedic Specialists
01.2022 - 04.2023
- Communicated with patients to ensure quality of care and develop care plans.
- Scheduled evaluations and procedures for patients.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Processed patient intake information and updated medical records prior to treatment.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Provided administrative support for patient care staff.
Office Administration Manager
Department of Parks and Recreations
05.2010 - 12.2021
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Processed financial documents, contracts, expense reports and invoices.
- Filtered emails based on importance and escalated issues to leadership.
- Created memos, letters and other documents, fostering internal and external communication.
- Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
- Supervised business office staff and administrators, driving office operations.
- Managed, scheduled and coordinated office functions and activities for employees.
Registration Coordinator
Inova Fairfax Medical Campus
03.2016 - 02.2018
- Engaged with patient family and friends to provide courteous visit experience.
- Scheduled appointments based on individual patient requirements and facility availability.
- Responded to incoming department phone calls and directed callers to appropriate team members based on need.
- Processed cash, debit and credit card payments for services rendered and printed receipts detailing services.
- Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
- Maintained HIPAA compliance and integrity of hospital policies and procedures.
Concierge
Trinity Property Consultants
03.2012 - 06.2015
- Facilitated guest check-ins and check-outs, ensuring seamless customer experience.
- Coordinated concierge services, including reservations, transportation, and event planning.
- Maintained knowledge of local attractions and services to provide informed recommendations.
- Managed communication between guests and service providers to fulfill requests efficiently.
- Maintained calm professionalism in high-traffic periods, ensuring every guest felt cared for while upholding strict security protocols for package management.
Education
Bachelor of Science - Criminal Justice
West Virginia State University
Institute, WV05.2010
Skills
- Correspondence Management
- Office Management
- Budget Management
- Process Improvement
- Customer Relationship Management
- Remote Support
- Customer Service
Education and Training
other
Timeline
IT Help Desk Technician
HOPCo
04.2023 - Current
Patient Care Coordinator
Southeast Orthopedic Specialists
01.2022 - 04.2023
Registration Coordinator
Inova Fairfax Medical Campus
03.2016 - 02.2018
Concierge
Trinity Property Consultants
03.2012 - 06.2015
Office Administration Manager
Department of Parks and Recreations
05.2010 - 12.2021
Bachelor of Science - Criminal Justice
West Virginia State University