Brittney Alcocer
Katy
Summary
Experienced IT and data center professional with strong background in network support, cybersecurity, and operations management. Knowledge of cloud platforms, IoT integration, and networking protocols (TCP/IP, DHCP, DNS). Skilled in monitoring, troubleshooting, and maintaining hardware, software, and security systems. Excellent communication and customer support experience in technical environments. Strong understanding of federal compliance, SOPs, and security protocols.
Overview
6
6
years of professional experience
2026
2026
years of post-secondary education
Work History
Senior Provider Relations Advocate
UnitedHealthcare
Katy
07.2025 - Current
- Facilitated communication between providers and health plan teams.
- Resolved provider inquiries and issues promptly and effectively.
- Educated providers on policies, procedures, and best practices.
- Serve as primary point of contact for healthcare providers, handling inquiries related to claims processing, billing, eligibility, and account resolution
- Analyze and resolve claims discrepancies, denials, and payment issues in alignment with internal policies and payer guidelines
- Research complex provider issues using multiple internal systems to ensure accurate and timely claim adjudication support
- Coordinate with cross-functional teams (claims, billing, and operations) to drive end-to-end issue resolution
- Ensure strict adherence to HIPAA regulations and data security standards while managing sensitive healthcare information
- Document all interactions, claim adjustments, and resolutions in internal systems for audit readiness and compliance tracking
- Educate providers on claims status, submission requirements, and reimbursement processes to improve workflow efficiency
- Maintain high performance in a fast-paced, high-volume environment, delivering professional and empathetic support
Security & Operations Technician
Novva Data Centers
Colorado Springs
01.2025 - 07.2025
- Monitored and maintained physical and digital security systems, including CCTV, badge access, and intrusion detection platforms.
- Controlled access to secure facility areas by validating credentials and managing visitor/vendor escort procedures.
- Conducted routine facility walkthroughs to identify and report anomalies in equipment, cabling, and environmental conditions.
- Responded to alerts and incidents related to physical security, power, and infrastructure; collaborated with engineering and IT teams.
- Performed preventive maintenance checks on servers, racks, and network gear; assisted with hardware installation, cabling, and labeling.
- Logged operational events, visitor activity, and incident responses using internal ticketing systems.
- Supported audits and security compliance processes by maintaining accurate records and participating in access reviews.
- Monitored equipment performance and reported issues to management promptly.
Data Center Technician
Microsoft
San Antonio
08.2024 - 01.2025
- Performed installation, maintenance, and troubleshooting of servers, storage, and networking equipment.
- Monitored data center operations, including power, cooling, and environmental controls.
- Assisted in hardware upgrades, replacements, and migrations while following strict security and operational protocols.
- Collaborated with cross-functional teams to resolve technical issues and optimize data center performance.
- Documented equipment configurations, incidents, and maintenance actions in internal systems.
Network Support Engineer Intern
Cisco Meraki
Chicago
05.2024 - 08.2024
- Assisted clients with network deployment, configuration, and troubleshooting of cloud-managed networking devices.
- Provided technical support for wireless access points, switches, and security appliances.
- Monitored and resolved network issues remotely using Meraki dashboards and reporting tools.
- Documented technical processes and support cases to improve client knowledge base.
Internet Repair Technician
Spectrum (Charter Communications)
San Antonio
02.2020 - 05.2024
- Installed, repaired, and maintained internet and cable services for residential and business customers.
- Diagnosed network issues, configured modems and routers, and provided customer support and troubleshooting guidance.
- Maintained accurate service records and ensured compliance with company protocols and safety standards.
- Trained junior technicians on network troubleshooting and service best practices.
- Provided technical support for residential and business customers, resolving internet connectivity, Wi-Fi, and network performance issues
- Diagnosed problems related to modems, routers, and signal disruptions using remote troubleshooting tools
- Guided customers through step-by-step solutions, including device configuration, resets, and network optimization
- Analyzed service outages and escalated complex technical issues to appropriate engineering teams
- Utilized ticketing and CRM systems to document issues, track resolutions, and maintain service records
- Ensured compliance with company procedures and quality assurance standards while meeting performance metrics
- Delivered high-quality customer service in a fast-paced call center environment, handling high call volumes
- Trained and supported new technicians on troubleshooting techniques and service best practices
Education
Bachelor of Science - Information Technology & Networking, Concentration in Cybersecurity
DeVry University
Skills
- TCP/IP
- DHCP
- DNS
- VPN
- LAN/WAN
- Firewalls
- AWS IoT
- Google Cloud IoT
- Microsoft Azure
- Windows
- Linux
- PowerShell
- Meraki Dashboard
- Ticketing systems
- CCTV
- Badge access systems
- Intrusion detection
- SOP compliance
- Technical troubleshooting
- Client communication
- Training
- Claims processing
- Claims Processing & Resolution
- Claims Analysis & Discrepancy Investigation
- Billing & Reimbursement Support
- HIPAA Compliance
- Provider Support & Issue Resolution
- Healthcare Systems Navigation
Organizations And Honors
- Women in Technology
- Honor Society
- Women in Telecommunications
Timeline
Senior Provider Relations Advocate
UnitedHealthcare
07.2025 - Current
Security & Operations Technician
Novva Data Centers
01.2025 - 07.2025
Data Center Technician
Microsoft
08.2024 - 01.2025
Network Support Engineer Intern
Cisco Meraki
05.2024 - 08.2024
Internet Repair Technician
Spectrum (Charter Communications)
02.2020 - 05.2024
Bachelor of Science - Information Technology & Networking, Concentration in Cybersecurity
DeVry University