Jamiria Motes
Stockbridge,GA
Summary
Experienced professional with a diverse background in healthcare, IT, customer service, and clinical support. Skilled in Proven expertise in system administration, network management, cybersecurity, cloud computing, technical support, and Customer care. Excellent communicator with a talent for troubleshooting complex technical issues and providing exceptional support to users. Committed to staying updated with the latest industry trends and technologies to drive continuous improvement and achieve organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Reservist Emergency Management Specialist
Recovery Applicant Service Programs | Cadre IA
03.2022 - Current
- Ensuring that individuals and families affected by disasters have access to the full range of FEMA assistance programs
- Communicating the case status and confirming that survivors understand the disaster assistance programs and the process
- Developing partnerships with the States, voluntary organizations, the private sector, and other Federal agencies that are delivering assistance to survivors
- Provide applicants with appropriate referrals to other Federal, State, and local agencies, voluntary organizations, and faith-based organizations
Help Desk Analyst
Tegria
03.2022 - 06.2024
- Responding to customer inquiries via phone, email, or chat to provide assistance and support
- Troubleshooting technical issues and guiding users through step-by-step solutions
- Documenting and tracking customer interactions and issues in a ticketing system ServiceNow
- Escalating unresolved issues to higher-level support teams or management as necessary
- Providing training and support to users on software applications and tools to enhance their experience
- Properly escalate unresolved queries to the next level of support
- Document and track user-reported issues in a ticketing system
Executive Client Communication Specialist
Rocket Mortgage
04.2020 - 02.2022
- Managed high volume of outbound and inbound calls, contacting, and transferring clients while persuading them on products and services
- Conducted lead generation through cold calling and appointment setting, utilizing internal proprietary software and technology
- Filtered leads on behalf of company clients and confirmed accuracy of profile information for purchase/refinance
Certified Nurse Assistant
WellStar/ Atlanta Medical Hospital
05.2019 - 04.2020
- Assisted patients with daily living activities, including turning, ambulating, and delivering food and beverages throughout the day
- Provided personal hygiene assistance to patients, including bedpan usage and bathing support
- Delivered adjunct patient care, including ice packs and dressings for pain relief during therapy or soothing baths post-session
- Processed diverse information from other professionals and collaborated with physicians to ensure comprehensive patient care
Help Desk/Clinical Analyst
HCTec
04.2017 - 05.2019
- Managed computer systems for hospitals and medical facilities, ensuring smooth operation, maintenance, and timely upgrades
- Updated EpicCare share security classes, templates, and sub-templates to maintain system integrity and efficiency
- Captured and processed clinical data, including verification, filing, and protection of sensitive information
- Collaborated with healthcare providers, IT staff, and stakeholders to optimize EMR system usage for effective patient care support
Quality Assurance Specialist II
STS Workforce Solutions/ Delta airlines
02.2016 - 03.2017
- Conducted FAA/DOT mandated drug and alcohol testing for pilots and flight attendants, ensuring compliance with regulations
- Operated testing equipment interpreted results accurately and maintained detailed records of all tests and consequent actions
- Communicated test results to management and HR while maintaining strict confidentiality and providing education on drug and alcohol use to employees
- Stayed current with changes in drug and alcohol testing regulations and industry best practices, ensuring ongoing compliance and effectiveness of the testing program
Education
Certified Nursing Assistant - Basic Nursing Skills, Anatomy and Physiology, Infection Control, Patient Care, Medical Terminology, CPR and First Aid, Nutrition, Communication Skills, Ethics and Legal Issues
Chattahoochee Technical College
08.2020
Information Technology - Computer Science Fundamentals, Networking, Operating Systems, Database Management, Cybersecurity, Cloud Computing, Data Science and Analytics, DevOps, Software Development, Artificial Intelligence and Machine Learning, Project Management, Leadership and Team Building
Year Up United
trueSkills
- Five9
- ServiceNow
- Zendesk
- Jira Service Management
- C3PM Software
- Epic Systems
- Disaster response
- Incident command
- DOT model curriculum pursuant 49 CFR part 40
- Disaster Response and Recovery
- FEMA Programs
- Python
- Java
- C
- SQL
- Network
- Protocols
- Configurations
- Network security
- Windows
- Linux
- MacOS
- Security measures
- Threat detection
- Mitigation techniques
- Database Management
- MySQL
- Oracle
- MongoDB
- AWS
- Azure
- Google Cloud
- Virtual machines
- Hypervisors
- Hardware issue diagnosis
- Software issue fixing
- Continuous integration
- Continuous deployment
- HTML
- CSS
- JavaScript
Certification
- Dot-Collection proficiency, 07/19
- Breath alcohol technician, 03/20
- BLS CPR/APR, 04/21
- Certified Nurse Assistant, 05/21
- FEMA IA, 03/23
- Technical Support Fundamentals, 10/24
- The Bits and Bytes of Computer Networking, 10/24
- Linux Unhatched, 11/24
- Operating Systems and You: Becoming a Power User, 12/24
- System Administration and IT Infrastructure Services, 01/25
- IT Security: Defense against the digital dark arts from Google, 01/25
- Introduction to Cybersecurity, 01/25
- Google IT Support Specialization, 01/25
Languages
English, Fluent
Timeline
Reservist Emergency Management Specialist
Recovery Applicant Service Programs | Cadre IA
03.2022 - Current
Help Desk Analyst
Tegria
03.2022 - 06.2024
Executive Client Communication Specialist
Rocket Mortgage
04.2020 - 02.2022
Certified Nurse Assistant
WellStar/ Atlanta Medical Hospital
05.2019 - 04.2020
Help Desk/Clinical Analyst
HCTec
04.2017 - 05.2019
Quality Assurance Specialist II
STS Workforce Solutions/ Delta airlines
02.2016 - 03.2017
- Dot-Collection proficiency, 07/19
- Breath alcohol technician, 03/20
- BLS CPR/APR, 04/21
- Certified Nurse Assistant, 05/21
- FEMA IA, 03/23
- Technical Support Fundamentals, 10/24
- The Bits and Bytes of Computer Networking, 10/24
- Linux Unhatched, 11/24
- Operating Systems and You: Becoming a Power User, 12/24
- System Administration and IT Infrastructure Services, 01/25
- IT Security: Defense against the digital dark arts from Google, 01/25
- Introduction to Cybersecurity, 01/25
- Google IT Support Specialization, 01/25
Certified Nursing Assistant - Basic Nursing Skills, Anatomy and Physiology, Infection Control, Patient Care, Medical Terminology, CPR and First Aid, Nutrition, Communication Skills, Ethics and Legal Issues
Chattahoochee Technical College
Information Technology - Computer Science Fundamentals, Networking, Operating Systems, Database Management, Cybersecurity, Cloud Computing, Data Science and Analytics, DevOps, Software Development, Artificial Intelligence and Machine Learning, Project Management, Leadership and Team Building
Year Up United
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