Kanika Washington
San Antonio,TX
Summary
Experienced IT and Administrative Support Professional with over nine years of experience in customer service and technical support. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Military service and security background with high personal responsibility and ability to take direction and follow through.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Associate Information Security Engineer/Security Analyst
Apex Systems (WellMed)
02.2023 - Current
- Provision access of applications and systems
- Remove access from applications and systems
- Manage user access to EMRs including eCW
- Manage Active Directory group memberships and shared drive access
- Add and remove users to ServiceNow groups
- Hands on work with granting and removing access to a variety of applications
IT Support Technician
Hill Country Tech Guys
10.2022 - 02.2023
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
- Configured hardware, devices, and software to set up workstations for employees
- Responded to support requests and patiently walked customers through problem-solving process
- Maintained accurate and thorough entries of repair/maintenance work into ticketing system
- Coordinated with other staff for purpose of completing tickets efficiently and followed up with customer to ensure issue has been resolved
- Notified proper management immediately of critical issues
- Escalated issues as needed
- Provided technical assistance and support for incoming tickets and issues related to computer systems, software, and hardware
- Created and managed tickets for designated client
- Regularly discussed plans and ongoing issues with management at main office
- Participated in on-call support coverage which includes nights, weekends, and holidays
- Installed, configured and upgraded computer hardware and software
Remote Service Desk Coordinator/Technical Support Engineer
DeepNet Proactive IT Support
05.2021 - 09.2022
- Provided phone and remote support to end-users
- Triaged incoming requests to Service Desk to ensure courteous, timely, and effective resolution of end-user problems and concerns based on issue priority
- Escalated and transferred tickets as needed
- Provisioned and assigned virtual desktops (VMware)
- Created and managed Active Directory, M365, and Google Workspace accounts
- Assisted end-users with password resets
- Troubleshot software and hardware issues remotely (Office 2016, QuickBooks, Slack, Zoom, device drivers, updates, etc.)
- Created process documents and training documentation
- Collaborated with team members to provide timely frontline support to customers
- Configured hardware, software, and peripherals to set up workstations for employees
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Patched software and installed new versions to eliminate security problems and protect data
Help Desk Support Specialist
Monroe County Community School Corporation
08.2019 - 04.2021
- Provided phone and remote support to end users
- Maintained accurate documentation of systems and processes
- Processed requisitions and orders for IS-related hardware and software purchases
- Collaborated with engineers and systems managers to provide front- line support to end users on projects
- Coordinated account creations and disabling for Active Directory users under supervision of Director of Technology
- Coordinated SIS and HRIS system account access roles under supervision of Director of Technology
- Assisted Network and Infrastructure Engineer with VoIP desk phone and Cisco Unity Voicemail setup and problem resolution through use of Cisco Unified Communications Manager
- Monitored and assigned IT Help Desk tickets accordingly
- Wrote and posted tutorials and how-to instructions on organization's knowledge base to assist end users with commonly used applications, processes, and technical issues
- Configured hardware and granted system permissions to new employees
- Provided end-user system and equipment training.
- Logged activities in tracking system to maintain accurate, timely records
- Responded to inquiries by phone, email and walk-up requests
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
IT Technician
Monroe County Community School Corporation
09.2017 - 08.2019
- Troubleshot problems and repaired electronic equipment including wireless access points, printers, iPads, computers, computer peripherals, LCD projectors, document cameras, and etc
- Installed both Windows and Mac OS operating systems and application software
- Diagnosed and resolved problems with software and hardware
- Collaborated with vendors, staff, and faculty to solve problems with software and hardware
- Performs preventative maintenance on school district's computers and peripheral equipment as scheduled and assigned by management
- Provided advice and assistance to faculty and staff to help them use equipment and purchase accessories
- Terminated CAT 6 patch cables and worked with other technicians to install local area network wiring and jacks as needed
- Troubleshot and resolved networking issues; also configured and added printers and computers to local area network
- Assisted end users with account access to several different systems used throughout school district
Health Information Management Technician
Nthrive
02.2015 - 06.2017
- Compiled, verified, typed, and filed medical records
- Operated computer to enter and retrieve data
- Reviewed medical records for completeness and filed records in filing system
- Coordinated assembly and analysis of records into standard order, and filed records in designated areas
- Indexed all scanned records and reviewed documents for accuracy, legibility, and appropriate identification
- Assisted visitors and physicians, and answered phone as needed
- Assisted with transcription processing function as needed
- Maintained strict physician and patient confidentiality
- Followed all federal, state, industry, and hospital guidelines for release of information
Security Officer (Contractor)
Health Care Service Corporation
04.2014 - 01.2015
- Provided prompt, accurate, thorough and courteous responses to all customer inquiries
- Performed research as needed to resolve inquiries
- Handled customer service calls daily providing health insurance eligibility and benefits information, Whelan Security
- Assigned, programmed, and issued proximity badges to visitors
- Greeted and assisted visitors and employees
- Ensured authorized access and safe work environment for employees
- Monitored CCTV security cameras
- Wrote reports and logged significant activities and occurrences
- Observed and reported suspicious activity, safety hazards, and/or malfunctioning equipment
- Prevented unauthorized access by verifying identification
Client Service Representative
Malmstrom AFB
01.2014 - 04.2014
- Responsible for welcoming clients and identifying and addressing their needs
- Interacted with clients in person or via telephone through inbound and outbound calls
- Used H&R Block systems to schedule and confirm appointments
- Matched clients to optimal Tax Professional (using client matching software)
- Effectively managed client flow in office
- Greeted and checked in patients for tax preparation appointments
- Received all incoming telephone calls, answered questions, and took messages for tax professionals
Program Support Assistant
Sonny Montgomery VA Med Ctr
10.2012 - 11.2013
- Completed disposition entries into VISTA daily for scheduled outpatient visits
- Greeted and checked in patients for appointments
- Received all incoming telephone calls; ascertained nature of calls and determines appropriate action
- Assured integrity of data maintained in VISTA relative to demographic, insurance data, and financial data
- Monitored patients/enrollment information to outpatient clinics ensuring accurate eligibility is reflected
- Scanned patient documents into patient medical records
- Typed memorandums, letters, and reports consisting of specialized terminology
- Maintained inpatient and outpatient group therapy sessions scheduled for distribution on monthly calendar
- Coordinated and scheduled outpatient appointments for healthcare providers
- Served as team's fund control clerk and entered orders in VISTA for program
- Received and reviewed classified and unclassified mail
Employment Security Aide II
Mississippi Department of Employment Security
06.2009 - 10.2012
- Scanned and organized documents for major database
- Assisted with maintenance and updating of SQL database
- Managed accounts and reset passwords for web-based database
- Provided customer technical support and applied troubleshooting skills toward account issues
- Performed data entry tasks while updating and adding records
- Installed imaging software and configured scanner settings
- Identified and resolved hardware issues
Administrative Support Assistant
Air Force
03.2009 - 06.2009
- Established, maintained, and updated file system
- Provided customer service and clerical assistance
- Greeted customers; answered questions or requests for information from visitors and callers
- Prepared and submitted paperwork
- Reviewed correspondence to ensure correct grammar, spelling, capitalization, punctuation, and correct formatting
- Screened and forwarded incoming and outgoing mail
- Made travel arrangements for unit personnel
- Used variety of office automated software programs to produce documents
- Scanned and duplicated documents on scanner and copier machine
- Sent and received documents on fax machine
Security Officer
Southeastern Protective Services
11.2008 - 03.2009
- Protected government property, operational resources, and base personnel
- Controlled entry to and exit from Columbus Air Force Base
- Collaborated with Security Forces personnel to ensure sufficient protection of base installation
- Verified identification of personnel entering base installation
- Performed thorough commercial vehicle searches before allowing entrance to base
Information Manager
US Air Force- Dept. Of Defense
09.2007 - 11.2008
- Provided customer service and administrative support to unit personnel
- (CSA) responsible for maintenance of over 200 computers
- Installed and configured computer software
- Performed initial client workstation diagnostics and troubleshooting of client workstations
- Repaired and replaced inoperable computer equipment
- Provided software application assistance for office automation applications
- Edited and updated unit Web Portal page as Web Page Maintainer
- Repaired and connected all computer equipment and peripherals, including printers and scanners
- Managed windows and e-mail accounts through use of Active Directory
- Provided technical assistance to all users
- Assigned Automated Data Processing Equipment Custodian; responsible for managing computer equipment inventory according to applicable directives
- Maintained software inventory accurately
- Loaded authorized software and upgrades on computer systems
- Managed and filed records for office
- Ensured that all security requirements were met, all users were informed of potential threats, and those users were properly trained on security procedures
Information Manager
Air Force
10.2000 - 09.2007
- Compiled and maintained records of business transactions and office activities
- Copied data and created records and reports
- Controlled, reviewed, and edited evaluations, awards and decorations, and correspondence to ensure compliance with directives prior to forwarding and coordination
- Managed and updated rosters, databases, and reports
- Created accounts utilizing Active Roles Domain Manager, loaded software patches and performed initial computer fault diagnostics
- Assisted office planners to implement procedures for flow of information
- Ensured Privacy Act and Freedom of Information Act compliance for correspondence, records and evaluations
- Maintained weekly status of personnel, evaluations and decoration, and health assessment rosters
- Updated personnel data, printed reports and rosters, and provided quality customer service
- Distributed classified and unclassified mail
- Quality proofed correspondence
- Provided administrative support for military and civilian personnel
- Prepared and edited letters, messages, and reports
- Received, tracked, and distributed incoming correspondence
- Reviewed, edited, and dispatched outgoing correspondence
- Operated automated office system
- Established and maintained office files
Education
Bachelor of Science - Information Technology
University of Phoenix
Phoenix, AZ07.2012
Associate of Arts - Criminal Justice
Axia College
Phoenix, AZ10.2009
High School Diploma -
McAdams High School
Sallis, MS05.2000
Skills
- Microsoft Office
- Microsoft Exchange
- Software and Hardware Troubleshooting
- Technical Writing
- Active Directory
- Incident management
- Documentation review
- EMR systems
- Medical documentation
- Medical terminology
- Clerical experience
- Customer service and support
- Desktop Technical Support
- Onsite and remote services
- Customer Satisfaction
- ServiceNow
- O365 Admin
- Google Suite\Workspace Admin
Certification
CompTIA A+
CompTIA Network+
CompTIA Security+
Timeline
Associate Information Security Engineer/Security Analyst
Apex Systems (WellMed)
02.2023 - Current
IT Support Technician
Hill Country Tech Guys
10.2022 - 02.2023
Remote Service Desk Coordinator/Technical Support Engineer
DeepNet Proactive IT Support
05.2021 - 09.2022
Help Desk Support Specialist
Monroe County Community School Corporation
08.2019 - 04.2021
IT Technician
Monroe County Community School Corporation
09.2017 - 08.2019
Health Information Management Technician
Nthrive
02.2015 - 06.2017
Security Officer (Contractor)
Health Care Service Corporation
04.2014 - 01.2015
Client Service Representative
Malmstrom AFB
01.2014 - 04.2014
Program Support Assistant
Sonny Montgomery VA Med Ctr
10.2012 - 11.2013
Employment Security Aide II
Mississippi Department of Employment Security
06.2009 - 10.2012
Administrative Support Assistant
Air Force
03.2009 - 06.2009
Security Officer
Southeastern Protective Services
11.2008 - 03.2009
Information Manager
US Air Force- Dept. Of Defense
09.2007 - 11.2008
Information Manager
Air Force
10.2000 - 09.2007
Bachelor of Science - Information Technology
University of Phoenix
Associate of Arts - Criminal Justice
Axia College
High School Diploma -
McAdams High School
CompTIA A+
CompTIA Network+
CompTIA Security+
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