CICELY GRANT
Shreveport,LA
Summary
Detail-oriented Information Technology professional specializing in technical support delivery. Expertise in troubleshooting hardware and software, managing network configurations, and conducting user training. Committed to enhancing system performance and driving operational success in dynamic environments.
Overview
22
22
years of professional experience
Work History
IT Support Specialist
GDIT (General Dynamics Information Technology)
Bossier City, LA
01.2026 - Current
- Routed and escalated hardware and software incident tickets within ServiceNow, ensuring compliance with client and service level agreements (SLAs).
- Provisioned user access and executed secure password resets for VA employees across critical applications, enhancing user security and access management.
- Enforced HIPAA policies and procedures to safeguard sensitive user and company information from unauthorized disclosure, ensuring regulatory compliance.
- Provided technical support for hardware and software issues, ensuring timely resolution and user satisfaction.
- Diagnosed and resolved network connectivity problems, enhancing overall system performance.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone.
User Hold Team
United Healthcare Group (Optum RX)
Minneapolis, MN
10.2022 - 06.2026
- Analyze data trends in user account holds to identify process inefficiencies and recommend improvements.
- Collaborated with technicians and pharmacists to troubleshoot system issues, enhancing resolution speed for escalated cases.
- Analyzed data trends in user account holds to identify process inefficiencies, recommending actionable improvements.
- Applied de-escalation and critical thinking skills to efficiently resolve technical and service concerns, improving customer satisfaction.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Developed and maintained courteous and effective working relationships.
Computer Operator II
GDIT (General Dynamics Information Technology)
Bossier City, LA
05.2020 - 10.2022
- Monitored and maintained system operations, ensuring compliance with current security standards for hardware/software.
- Analyzed system performance and troubleshot bottlenecks, contributing to increased uptime and operational efficiency.
- Resolved user access issues by resetting credentials and assisting with system authorizations securely.
- Delivered remote IT support and created technical documentation to improve accuracy of future troubleshooting.
- Operated data entry systems, processing large volumes of information efficiently and accurately.
- Responded calmly during times of highly stressed or emergency situations.
- Boosted productivity by providing technical support to users, resolving issues in a timely manner.
Senior Customer Service Representative
AEP/SWEPCO
Shreveport, LA
02.2005 - 01.2020
- Delivered front-line customer support, managing high-volume inquiries to ensure professionalism and data accuracy.
- Utilized CRM systems to track customer data and identify trends, enhancing service efficiency.
- Collaborated with internal departments (billing, escalation, field operations) to streamline issue resolution processes.
- Trained and mentored new team members on compliance procedures and data handling protocols to ensure adherence and accuracy.
- Mentored junior representatives, fostering skill development and improving team performance.
- Led customer service initiatives, enhancing resolution efficiency and client satisfaction.
- WAHA.
- Escalated high bill group.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Education
Certificate of Applied Science - Cybersecurity
Southern University At Shreveport
Shreveport, LABachelor of Science - Computer and Information Sciences
DeVry University
Oakbrook Terrace, ILAssociate of Applied Science - Computer Information Systems
Bossier Parish Community College
Bossier City, LASkills
- Basic Troubleshooting Tools
- User Account Analysis
- Operating Systems: Linux, Windows, macOS
- Networking: TCP/IP, DNS, VPN, Firewalls, Security Protocols
- Security frameworks
- Soft Skills: Analytical Thinking, Problem Solving, Communication, Cross-Functional Collaboration
- System Configuration Management
- Remote Support Techniques
- Technical Assistance
- Effective communication
- Incident management
- Critical thinking
Timeline
IT Support Specialist
GDIT (General Dynamics Information Technology)
01.2026 - Current
User Hold Team
United Healthcare Group (Optum RX)
10.2022 - 06.2026
Computer Operator II
GDIT (General Dynamics Information Technology)
05.2020 - 10.2022
Senior Customer Service Representative
AEP/SWEPCO
02.2005 - 01.2020
Associate of Applied Science - Computer Information Systems
Bossier Parish Community College
Bachelor of Science - Computer and Information Sciences
DeVry University
Certificate of Applied Science - Cybersecurity
Southern University At Shreveport