Kelsea Monk, MS
Forney,TX
Summary
Dynamic Project Manager and Technical Support Specialist with a track record of spearheading high-complexity projects and improving processes. Excelled in client needs assessment, problem-solving, and scripting SQL queries. Expert in technical documentation and data analysis, ensuring client satisfaction and operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Enterprise Technical Support Specialist
DoctorLogic
11.2021 - Current
- Provided technical support to internal and external customers, solving tickets via Salesforce queue, email, phone, and video meetings, handling an average of 150 high-complexity enterprise support tickets per month, including escalated cases.
- Utilized SQL to script queries from Azure database for custom reporting and assisted the Data Engineering team on database projects.
- Managed project management for enterprise website deployments and large-scale projects, ensuring seamless communication among stakeholders, precise definition of project scope and objectives, and meticulous creation of comprehensive timelines and milestones.
- Established and streamlined the Enterprise Support Department, introducing innovative processes, comprehensive documentation, and informative training materials.
- Leveraged agile methodologies to spearhead the launch of an internal tool, resulting in a 20% reduction in support cases through the implementation of self-filter customization.
- Acted as a liaison between clients and the company, fostering strong relationships and ensuring client satisfaction.
- Developed comprehensive training materials for staff members on new technologies.
Victim Advocate Caseworker
Dallas Police Department - Victim Services
01.2019 - 11.2021
- Led a cross-functional team of developers in the strategic planning, design, and implementation of a customized victim services database
- Ensured the project was completed within the allocated budget and met the established timeline. This initiative significantly benefited the entire Victim Services Unit by providing a secure and separate environment for maintaining 1000s of client records
- Leveraged advanced data analysis techniques to synthesize case data and meticulously generate comprehensive reports, ensuring seamless compliance with federal and state grant requirements.
- Demonstrated exceptional project management skills in coordinating with external organizations, including nonprofits, the DA's office, charities, counselors, detectives, housing authorities, and employers.
- Managed a diverse caseload of over 50 concurrently active cases, guiding victims from initial report through protection, conducting client needs assessments, safety evaluations, and creating timelines to ensure project success.
- Enhanced outreach efforts by designing impactful brochures for the Victim Services Unit, showcasing expertise in design, communication, and strategic planning skills in successful project management.
Crisis Client Advocate
Parkland Hospital - Violence Intervention Program
04.2017 - 12.2018
- Leveraged business analysis skills to define new Client Advocate policies, workflows, and training materials.
- Led the implementation of cutting-edge Scheduling Technology for the Client Advocate team, streamlining operations.
- Provided crisis counseling and social services to victims of violent crimes, optimizing patient care.
- Developed reports to ensure compliance with federal and state grant regulations, leveraging collected data.
- Managed a caseload of up to 20 clients simultaneously, balancing diverse complexities and needs.
- Digitized and updated resource information, including shelter details and community resources.
Psychiatric Technician/ Psychiatric Health Unit Coordinator
Parkland Hospital, Psychiatric ER
07.2015 - 04.2017
- Improved patient care by efficiently coordinating and scheduling medical appointments, tests, and procedures.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
- Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
Senior Technical Support Specialist
Office Ally LLC
10.2013 - 02.2015
- Efficiently managed the assessment, implementation, and configuration of EHR and Practice Management systems post-sales.
- Pioneered the establishment of a Client Request queue and collaborated closely with Business Analysts, software engineers and designers to introduce new features.
- Accomplished record-breaking certification in Electronic Health Record system.
- Collaborated with the Product team in designing a patient portal system, engaging over 1000 end users.
- Mastered more than 14 software applications in under 7 months.
- Developed and conducted up to 40 weekly training sessions.
Kitchen Manager
Chipotle
03.2012 - 10.2013
- Demonstrated excellent organizational skills in managing the daily operations of a busy kitchen environment
- Kept accurate records in compliance with sanitation and food service requirements
- Scheduled and received deliveries and verified goods received against paperwork
- Maintained accurate records of daily operations, including food orders, sales transactions, and employee schedules.
Education
Master of Science (M.S - Forensic Psychology
Nova Southeastern University
2015
Bachelor of Arts - Psychology
Texas State University
2008
Skills
- Project Management
- Client Needs Assessment
- Problem Solving
- Data Analysis
- Technical Documentation
- Quality Assurance
- Technical Support
- HTML/CSS
- Jira
- Confluence
- Mondaycom
- Salesforce
- ZenDesk
- Photoshop
- Microsoft Office
- Python
Additional Information
- Chairwoman of the Dallas Crime Victims Council for 2020-2021 term.
- Created & hosted the first virtual Angel Tree Ceremony in the council's history.
- Selected for Presentation for National Patient Safety Week on the topic of Suicide Prevention in Inpatient Settings, Parkland Hospital- 2017
- Reward for excellent Customer Service, Office Ally, 2014
- Team Player Award, Office Ally, 2014
Certification
May 2023 Certificate of Completion for PostgresSQL from Codecademy
In Progress - Data Engineering Certification including Advanced PostgresSQL, Python, MongoDB and Command Line
Timeline
Senior Enterprise Technical Support Specialist
DoctorLogic
11.2021 - Current
Victim Advocate Caseworker
Dallas Police Department - Victim Services
01.2019 - 11.2021
Crisis Client Advocate
Parkland Hospital - Violence Intervention Program
04.2017 - 12.2018
Psychiatric Technician/ Psychiatric Health Unit Coordinator
Parkland Hospital, Psychiatric ER
07.2015 - 04.2017
Senior Technical Support Specialist
Office Ally LLC
10.2013 - 02.2015
Kitchen Manager
Chipotle
03.2012 - 10.2013
Master of Science (M.S - Forensic Psychology
Nova Southeastern University
Bachelor of Arts - Psychology
Texas State University