Charice Washington
Martinsburg,WV
Summary
Multifaceted professional with extensive experience in customer support, operations, and service coordination, now seeking to transition into a Help Desk / IT Support role. Proven ability to troubleshoot and resolve client issues with empathy and efficiency. Known for maintaining professionalism under pressure, leveraging excellent communication skills, and supporting cross-functional teams. Highly adaptable, tech-savvy, and committed to continuous learning in the IT field.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
MedStar Health
08.2021 - Current
- Serve as primary point of contact for patients and families, resolving account inquiries, access issues, and troubleshooting MyChart portal use.
- Maintain a high call volume (70–80 daily) while ensuring accurate documentation and prompt resolution.
- Provide technical guidance to users on resetting passwords, navigating patient portals, and accessing digital health resources.
- Coordinate with IT and medical staff to resolve cross-departmental service issues efficiently.
- Utilize CRM and ticketing platforms to escalate and track technical support requests.
Operations Coordinator (Contract)
Loudoun County Public Schools
01.2021 - 06.2021
- Supported internal departments with issue tracking, communication updates, and scheduling for training platforms and employee systems.
- Assisted with troubleshooting login/access issues and device distribution for staff and students during remote learning.
- Managed shared inbox and responded to technical queries, ensuring timely escalations and status tracking.
Client Support Administrator
American College of Cardiology
06.2016 - 01.2020
- Delivered high-quality client and technical support to members via phone, email, and live chat.
- Assisted users with account setup, password recovery, and software navigation for learning platforms and online portals.
- Resolved customer issues across multiple departments, including IT, membership, and education.
- Recognized for exceeding performance KPIs and achieving high client satisfaction ratings.
Education
Bachelor of Science - Interdisciplinary Studies
Norfolk State University
Norfolk, VA05-2018
Skills
- Help Desk & IT Support
- Remote Desktop
- Troubleshooting
- Microsoft Office Suite
- Windows OS
- Ticketing & CRM Platforms
- Customer Service
- Client Communications
- Technical Documentation
- Workflow Management
- Issue Escalation
- Follow-Up
- Organizational Skills
- Multitasking Skills
- Conflict Resolution
- SLA Adherence
- Windows 10
- Windows 11
- Microsoft 365
- MyChart Patient Portal
- Salesforce
- Zendesk
- CRM
- Ticketing Systems
- Remote Desktop Tools
- VPN Access
- Active Directory
- Basic Networking
- Google Workspace
- Calm under pressure
- Professionalism
Certification
- CompTIA A+ Certification, In Progress / Expected - November 2025
Timeline
Customer Experience Specialist
MedStar Health
08.2021 - Current
Operations Coordinator (Contract)
Loudoun County Public Schools
01.2021 - 06.2021
Client Support Administrator
American College of Cardiology
06.2016 - 01.2020
Bachelor of Science - Interdisciplinary Studies
Norfolk State University
Similar Profiles
Kimberly AbdullahKimberly Abdullah
Sonographer PRN at Medstar HealthSonographer PRN at Medstar Health
NYAH HUMPHREYNYAH HUMPHREY
Clinical Associate at MedStar HealthClinical Associate at MedStar Health
Cameryn BrewerCameryn Brewer
Access Specialist at MedStar HealthAccess Specialist at MedStar Health
Mya JacksonMya Jackson
Server at The SycamoreServer at The Sycamore
Dennis BroganDennis Brogan
Air Force JROTC Aerospace Science Instructor at Berkeley County Board of EducationAir Force JROTC Aerospace Science Instructor at Berkeley County Board of Education