ANDREA ELLIS
Department of Defense
Cambridge,MD
1
Certification
13
years of professional experience
IT Support and Operations Professional with 7+ years of experience providing help desk support, technical troubleshooting, systems access management, application support, and end-user assistance across federal government, healthcare, and corporate environments. Experienced with Active Directory, VPN troubleshooting, user account administration, access permissions, ticketing systems, software and application support, and diagnosing service outages. Strong federal government background with proven ability to manage high-volume technical requests, document incidents, resolve user issues, and provide excellent customer service.
Work History
Advanced Medical Support Assistant – Administrative Operations
1 Year 9 Months- Provide administrative, operational, and systems support within a federal healthcare environment.
- Coordinate system access requests and onboarding requirements, ensuring documentation and approvals are completed accurately and timely.
- Support users and internal teams with system-related questions, workflow issues, and access needs while coordinating resolution.
- Maintain accurate records and documentation across multiple systems while handling confidential employee and patient information.
- Serve as a liaison between leadership, healthcare providers, administrative teams, and support personnel to resolve operational and systems-related issues.
Customer Support Analyst (HR Systems) / Operational Support Assistant
1 Year- Provided technical and systems support to federal employees regarding applications, personnel systems, access issues, and service requests.
- Managed high-volume support cases through Zendesk, documenting issues, troubleshooting requests, tracking resolution, and maintaining accurate case records.
- Assisted users with application and system questions, providing step-by-step guidance and escalating complex issues when necessary.
- Supported employee onboarding by coordinating system access requests and tracking required documentation.
- Collaborated with HR, payroll, IT, and operational teams to investigate and resolve system and workflow issues.
Contracts Assistant
1 Month- Supported administrative operations through document management, records maintenance, reporting, and tracking systems.
- Maintained accurate electronic records and documentation while managing multiple priorities and deadlines.
IT Support Specialist
3 Years 9 Months- Provided first-line IT help desk support through phone, email, and chat, troubleshooting hardware, software, application, account, and access-related issues.
- Utilized Active Directory to create, modify, and deactivate user accounts, reset passwords, and manage user access and permissions.
- Managed user and client access by adding, modifying, and blocking permissions based on business and security requirements.
- Troubleshot VPN connectivity and access issues, investigated network-related problems, and diagnosed service outages to restore user access.
- Supported employee onboarding and offboarding by coordinating account setup, system access, equipment requirements, and documentation.
- Managed high-volume technical support requests through Zendesk and other ticketing platforms, documenting incidents, prioritizing requests, and tracking issues through resolution.
- Supported client-facing websites and applications, including adding authorized users, updating access permissions, and troubleshooting access issues.
- Utilized Okta, Salesforce, and Confluence to support authentication, access management, documentation, and workflow visibility.
- Provided application “how-to” assistance and created technical documentation to improve user support and system proficiency.
Client Support Representative
10 Months- Provided technical and client support through phone and email, troubleshooting application and account issues.
- Assisted users with system questions, account issues, and application functionality.
- Maintained accurate client records and tracked issues through resolution.
Contracts Assistant
4 Months- Supported records management, document tracking, scheduling, reporting, and administrative operations.
Operational Support Assistant
1 Year 2 Months- Processed applications and maintained accurate records within federal case management systems.
- Reviewed documentation for completeness and accuracy and supported workflow tracking and reporting.
- Assisted staff with system-related processes and administrative requirements.
Front Office Assistant / Insurance Verification Specialist
1 Year 8 Months- Supported scheduling, patient communications, insurance verification, and administrative operations in a healthcare environment.
- Maintained confidential records and used computer systems to document patient information and support daily operations.
Education
Medical Assistant Certificate
Skills
IT Support: Help Desk Support
Technical Troubleshooting
End-User Support
Hardware & Software Support
Application Support
VPN Troubleshooting
Outage Diagnosis
User Account Administration
Access & Permissions Management
Incident Management
Technical Documentation
User Training
Systems & Applications: Active Directory
Okta
Zendesk
Salesforce
SharePoint
Confluence
Microsoft Office Suite
Ticketing & Case Management Systems
Certification
- HIPAA Compliance
- Cybersecurity Awareness
- Fraud, Waste & Abuse Prevention
- Controlled Unclassified Information (CUI) Handling
Timeline
Advanced Medical Support Assistant – Administrative Operations
Department of Defense
11.2024 - CurrentRead More
Customer Support Analyst (HR Systems) / Operational Support Assistant
NuAxis Innovations – Department of Interior
11.2023 - 11.2024Read More
Contracts Assistant
Forrest Solutions Group
10.2023 - 11.2023Read More
IT Support Specialist
FiscalNote
07.2019 - 04.2023Read More
Client Support Representative
Hobsons
07.2018 - 05.2019Read More
Contracts Assistant
Heritage Contracting
01.2018 - 05.2018Read More
Operational Support Assistant
TekPro, LLC – Department of Labor
07.2016 - 09.2017Read More
Front Office Assistant / Insurance Verification Specialist
Vein Atlanta
10.2013 - 06.2015Read More
Bauder College
Medical Assistant Certificate
Read More