Keionie Banks
Summary
Accomplished, eager Infrastructure engineer with a successful track record in both a learning and working environment as an IT professional. Proven ability and rapport in forming strong long lasting relationships with and gaining the trust of past and present supervisors, educators, colleagues and members of the general public. Trained and educated in various backgrounds to include criminal justice, corrections and detention, crisis intervention, leadership, computer science and engineering. Demonstrating honesty and integrity in all aspects of work and life. Proficient at working under pressure, adapting to rising situations quickly and swiftly, communicating effectively and being a team player.
Overview
13
13
years of professional experience
1
1
Certification
Work History
988 Online Crisis Counselor
Volunteers of America Western Washington
Remote
05.2023 - Current
- My primary responsibility is to answer online chats and texts originating from 988 which is The National Suicide Prevention Lifeline under the LGBTQI+ Youth subnetwork providing suicide prevention and brief supportive counseling to those who are in emotional distress and/or considering suicide.
- I am responsible for providing a safe space free of judgment while being empathic and supportive of those experiencing an emotional crisis.
- I support these individuals by utilizing a crisis intervention model known as RIDES, as well as other suicide intervention techniques that are appropriate during an online exchange with a visitor who is in a self-defined crisis.
- As an Online Crisis Counselor I too am responsible for actively participating in welcoming and coaching new counselors that come in assigned by the Program Coordinator.
- I also am responsible for performing imminent risk and mandated reporting procedures according to policy and to determine if the appropriate services are needed.
- I provide my shift lead with a daily shift report on what my day consisted of,
- Ultimately I aid in decreasing the level of the visitor's crisis by engaging with them and utilizing my crisis intervention and de-escalation skills.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
Infrastructure Engineering Lead Analyst
The Cigna Group
Remote
08.2022 - Current
- Provide knowledge on complex Infrastructure assignments and projects.
- Serve as a technical consultant responsible for design, engineering and development of information technology solutions.
- Supports the design, analysis, development and implementation of engineering infrastructure solutions.
- Troubleshoots and proceeds on resolving infrastructure compatibility issues based on system architecture, project requirements, and customer expectations.
- Providing leadership within Infrastructure Engineering but work on broader projects, which require understanding wider business and department areas.
- Work alongside a team and individually, completing assigned tickets and incident tasks through the ServiceNow ticketing system.
- Seek to maximize the efficiency of our mainframe processing platform which entails following processes and capabilities.
- Monitor system activity using current available monitoring tools such as Sysview, Strobe, and Mainview.
- Participate in high level problem resolution.
- Follow change control, incident response, and testing processes.
- Anticipate, mitigate, identify, and respond to system performance issues.
- Respond to managed incidents when off duty and in on call status.
- Enhanced team productivity by implementing agile methodologies, fostering a culture of adaptability and continuous improvement in the workplace.
QA Processor (Contract)
RemX
Remote
11.2022 - 02.2023
- Contract employee for Ciox Health
- Review and evaluate each assigned medical chart per compliance specifications
- Help clients connect to data in medical records, control sharing of clinical data as appropriate and comply with regulations and policies via Chart Finder
- Identify and calculate specific measures have been retrieved within a chart
- Assess and recommend best practices as applied to each retrieved medical record to prevent PHI violations and to ensure Client satisfaction
- Medical Terminology and coding
- Identify any obvious deficiencies within a chart
- Document trend observations appropriately and escalate urgent issues to Team lead
- Understand Company and Client objectives to optimize the success of each project
- Expand the list of responsibilities as knowledge and business growth increase.
- Received and reviewed incoming documents and materials.
- Reduced errors with meticulous attention to detail and thorough review of documentation.
Mainframe Engineer (Contract)
Brooksource
Remote
10.2021 - 02.2023
- A part of the Application Maintenance Production & Support team at Thrivent Financial.
- Responsible for assisting in testing, implementing, and maintaining individual software applications to meet business needs.
- Interacted with hardware and software vendors to plan and implement z/OS storage upgrades.
- Exposure to COBOL/Mainframe technology, ENDEVOR, SAS, ZEKE, ZENA, JCL, CICS, and DB2.
- Willingness to learn and work with above Technology.
- Knowledge of z/OS, DASD and Tape environment.
- Managed monitoring metrics and running reports for teams KPI's.
- Performed storage management, product upgrades and configuration.
- Served as technical resource for operations personnel, answering queries and advising production staff via email/ Microsoft teams.
- Use of Kanban board/Jira for tracking progress on projects.
- Utilization of Intelligent Notification also known as MIR3.
- Provided support for complex technical and operational issues, driving problem resolution through root cause determination.
- Reviewed requests through ServiceNow for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Experienced with Excel spreadsheets.
- Experienced with Jira, Slack, CyberArk, Confluence, and Discord.
- Strong communication skills.
- Great team player.
- Strong critical thinking/analytical skills.
- Detail oriented and excellent time management skills.
- Very Tech savvy and always willing to learn.
- Ability to multitask.
Bakery Processing Operator
Snyder Lance
Charlotte, NC
08.2019 - 11.2021
- Operate the processing/baking equipment to produce products within guidelines established by Quality Assurance and to the highest possible standard of quality.
- Properly mix ingredients and monitor correct temperatures and make adjustments accordingly.
- Operate and shut down equipment in the bakery area in accordance with established procedures to include change overs and preventative maintenance.
- Communicate and escalate quality issues to appropriate team leaders.
- Read and understand batch sheets including following recipes and accurate weighing of raw materials.
- Monitor and log current temperatures, mix time item numbers and raw material weights and make adjustments accordingly.
- Monitor for possible foreign matters.
- Follow sanitation procedures for clean ups and changeovers, including chemical handling.
- Track and dispose of waste accordingly.
- Maintained high quality standards by conducting regular inspections of products for defects or deviations.
- Provided backup support for other operators as needed, demonstrating adaptability within a dynamic work environment.
Lead Clerk
Xpo Logistics
Concord, NC
11.2019 - 04.2021
- Handled all clerical responsibilities for the outbound shipping department.
- Track inventory information and availability of products, ensuring order fulfillment utilizing the warehouse management system (WMS) and SAP.
- Print paperwork and provide documentation for parcel carriers/shipment.
- Served as point of contact for external vendors, maintaining strong relationships to ensure seamless service delivery.
- Coordinated with management to ensure accuracy of all information for third party pickup and delivery.
- Ensured outbound was sufficiently stocked with supplies to ensure a timely shipping operation.
- Faxing, emailing, copying, and making phone calls as needed.
- Support logistics coordination and tracking.
- Knowledge of inventory control activities.
- Strong organizational and documentation skills.
- Effective oral and written communication.
- Audit fulfilled orders to ensure complete accuracy.
- Investigate any errors in freight bills to ensure accurate payments.
- Implemented functional processes that align with the client's needs while remaining within company regulations.
Detention Officer
Mecklenburg County Sheriff's Office
Charlotte, NC
03.2019 - 08.2019
- Responsible for enforcing rules and regulations in a jail or other holding facility.
- Respond swiftly to emergency situations with appropriate use of force when necessary to protect both inmates'' well-being and facility personnel.
- Responsible for detainees awaiting trial or those who have been convicted of a crime awaiting transfer to a corrections facility.
- Took custody of prisoners from arresting officers to begin processing into detention facility.
- Oversee detainee conduct and safety by conducting security rounds, headcounts, and facility inspections to ensure a safe and healthy environment for everyone and that all regulations are being followed.
- Transported prisoners throughout facility and off-site to medical appointments and court appearances.
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Keeping track of any infractions of the rules and record keeping of detainee behavior.
- Providing rehabilitation efforts that include counseling detainees or providing training and education courses.
Detention Officer
Guilford County Sheriff's Office
Charlotte, NC
08.2017 - 12.2018
- Responsible for enforcing rules and regulations in a jail or other holding facility
- Processed inmates by taking photographs and fingerprints.
- Took custody of prisoners from arresting officers to begin processing into detention facility.
- Maintained a safe environment for inmates and staff through effective communication and adherence to established protocols.
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Responsible for detainees awaiting trial or those who have been convicted of a crime awaiting transfer to a corrections facility
- Oversee detainee conduct and safety by conducting security rounds, headcounts, and facility inspections to ensure a safe and healthy environment for everyone and that all regulations are being followed
- Keeping track of any infractions of the rules and record keeping of detainee behavior
- Providing rehabilitation efforts that include counseling detainees or providing training and education courses.
- Responded swiftly to emergency situations with appropriate use of force when necessary to protect both inmates'' well-being and facility security.
- Participated in ongoing training sessions to stay current on best practices in detention management and security protocols.
Correctional Officer III
The Department Of Public Safety
Laurinburg, NC
02.2017 - 08.2017
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Conducted routine and emergency head counts.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
Production Associate
The Goodyear Tire & Rubber Company
Fayetteville, NC
05.2015 - 02.2017
- Organized my designated work area with material components that aid in the manufacturing of tires.
- Maintained and supported production needs to help meet demanding production goals.
- Prepared materials for assembly work to keep workflows running smoothly.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Contributed to the achievement of safety goals, promoting workplace safety through training sessions and regular equipment maintenance checks.
- Enhanced delivery efficiency by planning and executing optimal routes for daily truck operations.
- Maintained high safety standards through regular vehicle inspections and adherence to company protocols.
Customer Service Associate
AT&T
Fayetteville, NC
06.2014 - 06.2015
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
Crew Trainer
McDonald's
Fayetteville, NC
10.2011 - 10.2014
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Evaluated crew members'' progress and provided constructive feedback for continuous development.
- Collaborated with team members to complete orders.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
Education
No Degree - Computer and Information Science
ECPI University
Charlotte, NCBachelor of Science - Criminal Justice/Psychology
Fayetteville State University
Fayetteville, NC05.2014
Skills
- Analytical Thinking
- Mainframe
- Project Management
- Information Security
- Monitoring Systems Management
- Medical Terminology
- Healthcare
- Clerical
- Typing
- Data Entry
- Programming Languages: JCL, SAS, COBOL
- Leadership
- Crisis Intervention
- Data Analysis
- Problem Solving
- Excellent Written & Verbal Communication
- Attention to Detail
- Customer Service
- Incident Response
- Regulatory Compliance
- Microsoft Office
- Microsoft Teams
- WebEx
- Workday
- Microsoft Excel
- Jira
- ServiceNow
- Critical Thinking
- Decision-Making
Certification
Agency Affiliated Counselor
Volunteers of America, Western Washington
May 2023
Detention Officer Certification Course
Guilford County Sheriffs Office
October 2017
Training
Mainframe Engineer- Charlotte, NC
Per Scholas
August 2021 - October 2021
440 hours
Timeline
988 Online Crisis Counselor
Volunteers of America Western Washington
05.2023 - Current
QA Processor (Contract)
RemX
11.2022 - 02.2023
Infrastructure Engineering Lead Analyst
The Cigna Group
08.2022 - Current
Mainframe Engineer (Contract)
Brooksource
10.2021 - 02.2023
Lead Clerk
Xpo Logistics
11.2019 - 04.2021
Bakery Processing Operator
Snyder Lance
08.2019 - 11.2021
Detention Officer
Mecklenburg County Sheriff's Office
03.2019 - 08.2019
Detention Officer
Guilford County Sheriff's Office
08.2017 - 12.2018
Correctional Officer III
The Department Of Public Safety
02.2017 - 08.2017
Production Associate
The Goodyear Tire & Rubber Company
05.2015 - 02.2017
Customer Service Associate
AT&T
06.2014 - 06.2015
Crew Trainer
McDonald's
10.2011 - 10.2014
No Degree - Computer and Information Science
ECPI University
Bachelor of Science - Criminal Justice/Psychology
Fayetteville State University