Ashleigh Hinton
Chesapeake,VA
Summary
Reliable and detail-oriented System Service Representative with 3+ years of experience supporting hardware and software systems in fast-paced environments. Skilled in troubleshooting, technical support, and client communication. Proven ability to resolve issues efficiently while maintaining a high level of customer satisfaction. Strong knowledge of system diagnostics, remote tools, and IT ticketing platforms.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Benefit Program Specialist II
Department of Social Services
Newport News, VA
04.2022 - Current
- Worked on Various Projects: MA Unwinding Unit: March 2023-June 2024; Snap / Medicaid F&C: June 2024-Current; Snap Late Work Project: August 2025-Current
- Reviewed and processed applications for accuracy, completeness, and compliance with department and legislative guidelines.
- Facilitated communication between clients and service providers to ensure timely access to support services.
- Maintained accurate case records, ensuring confidentiality and adherence to compliance standards.
- Trained new staff on policies, procedures, and system usage for multiple benefit programs.
- Participated in stakeholder meetings with government agencies and local organizations to address program administration challenges.
- Implemented process changes based on legislative updates, improving program delivery efficiency.
- Performed quality assurance reviews on benefit program applications prior to approval or denial.
- Utilized spreadsheets and databases to track and manage high volumes of case data.
- Entered and organized data from multiple sources, including paper records and electronic communications.
Administrative Assistant II- Main Reception
Department of Social Services
Newport News, VA
02.2020 - 04.2022
- Provided administrative and clerical support to social services staff, ensuring efficient daily operations.
- Maintained confidential client records and updated databases in compliance with HIPAA and agency policies.
- Scheduled appointments, managed calendars, and coordinated meetings for caseworkers, and supervisors.
- Prepared reports, correspondence, and documentation for case files, audits, and court proceedings.
- Assisted in intake and eligibility screening processes by gathering and verifying client information.
- Handled high-volume phone and in-person inquiries, offering accurate information about services and referrals.
- Monitored and tracked service requests, benefits applications, and case progress using specialized software.
- Collaborated with external agencies and community partners to support client services and resource referrals.
- Collaborated with management to identify training needs and program effectiveness.
Customer Care Representative
Elizabeth River Crossings
Portsmouth, VA
11.2019 - 02.2020
- Assisted customers in navigating toll payment systems and account management.
- Resolved customer inquiries through phone, email, and live chat support.
- Trained new representatives on company policies and customer service protocols.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Volunteer/Internship with Children Services Act
Newport News Human Services
Newport News, VA
06.2019 - 01.2020
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
Education
Certificate of Technical Studies - CompTIA A+
TCC Workforce
Suffolk, VA01-2026
Certificate of Technical Studies - CompTIA Tech+
TCC Workforce
Suffolk, VA08-2025
Homeland Security Certificate -
Old Dominion University
Norfolk, Virginia05.2024
Masters of Cybersecurity - Cybersecurity, Cyber Conflict and Cyber Crime
Old Dominion University
Norfolk, Virginia05.2024
Bachelors of Science -
Old Dominion University
Norfolk, Virginia05.2019
Skills
- Customer Service
- Logical Problem Solver
- Strategic Negotiation
- Ability to work under pressure
- Trained New Employees
- Active Listening
- Communication skills
- Microsoft Office Suite
- Onboarding assistance
- Data analytics
- Quantitative Research
- Quantitative Analysis
- Customer Support
- Technical Writing
- Data Entry
- Troubleshooting
- Risk assessment
- Relationship building
Certification
- CompTIA Tech +
- CompTIA A+ (Anticipated January 2026)
Relevant Projects & Coursework
- Cyber Incident Response Simulation – Conducted a simulated network breach investigation, identified intrusion points, analyzed logs, and created a detailed incident report with recommendations for mitigation.
- Risk Assessment for Small Business – Evaluated IT infrastructure for vulnerabilities, developed a risk matrix, and proposed security controls to align with NIST standards.
- Digital Forensics Analysis – Used open-source forensic tools to recover deleted files, analyze metadata, and prepare evidence for a mock court presentation.
- Data Security Policy Development – Authored a comprehensive security compliance plan for a government agency scenario, including access control, encryption policies, and incident escalation procedures.
Timeline
Benefit Program Specialist II
Department of Social Services
04.2022 - Current
Administrative Assistant II- Main Reception
Department of Social Services
02.2020 - 04.2022
Customer Care Representative
Elizabeth River Crossings
11.2019 - 02.2020
Volunteer/Internship with Children Services Act
Newport News Human Services
06.2019 - 01.2020
Certificate of Technical Studies - CompTIA A+
TCC Workforce
Certificate of Technical Studies - CompTIA Tech+
TCC Workforce
Homeland Security Certificate -
Old Dominion University
Masters of Cybersecurity - Cybersecurity, Cyber Conflict and Cyber Crime
Old Dominion University
Bachelors of Science -
Old Dominion University
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