Leslie Howard
Marion,Indiana
Summary
Cybersecurity professional specializing in Healthcare Security, focusing on network defense, ethical hacking, digital forensics, and HIPAA compliance to safeguard patient information. Delivered strategic guidance and high-impact solutions through collaboration and adaptability in dynamic environments. Committed to enhancing the security and resilience of healthcare systems while ensuring compliance with industry standards.
Overview
11
11
years of professional experience
Work History
Senior Technical Advisor
Concentrix
08.2026 - Current
- Resolved complex technical issues escalated beyond Tier 1 support through advanced troubleshooting. Managed Engineering escalations for deeper investigation while collaborating with customers to ensure thorough resolution. Acted as technical resource for advisors, facilitating resolution of complex cases.
- 6 months
- Resolved complex technical issues using knowledge base, remote diagnostics, and case management systems.
- Escalated unresolved incidents with clear documentation and coordinated follow-up across support teams.
- Guided customers through hardware, software, and connectivity troubleshooting with accurate resolution steps.
Technical Support Advisor II
Concentrix
07.2026 - 08.2026
- Delivered advanced remote technical support for complex hardware, software, account, and connectivity issues, ensuring timely resolution and customer satisfaction. Managed escalated cases, conducted in-depth troubleshooting, documented technical findings, and guided newer advisors in best practices to enhance team knowledge.
- Resolved complex technical issues across software, hardware, and connectivity using structured troubleshooting workflows.
- Guided customers through device setup, account access, and application configuration with clear, accurate instructions.
- Documented support cases in ticketing systems, maintaining detailed notes and consistent case updates.
Technical Support Advisor I
Concentrix
04.2026 - 07.2026
- Delivered remote technical support for consumer devices, software, accounts, and connected services, enhancing customer satisfaction. Troubleshot technical issues, guided customers to effective solutions, documented interactions, and upheld service, privacy, and quality standards.
- Resolved inbound technical inquiries through phone, chat, and email with accurate troubleshooting guidance.
- Documented customer cases in CRM systems with clear notes, issue codes, and resolution steps.
- Guided customers through hardware, software, and connectivity diagnostics using knowledge base resources.
Information Technology Help Desk
Tegria
United States
02.2022 - 05.2025
- Achieved 70% ticket resolution rate, consistently closing high-priority incidents within SLA targets to enhance service reliability.
- Rapidly troubleshot and restored critical hospital systems during outages, minimizing downtime for clinical teams
- Managed Active Directory tasks: creating/deleting user accounts, resetting passwords, and configuring group policies
- Served as on-call lead for weekend support rotations, coordinating escalations and vendor interventions as needed
- Coordinated escalations and vendor interventions during weekend support rotations.
- Re-added and synchronized missing files in shared network folders, ensuring staff access to essential documents
- 3 years 4 months
IT Help Desk (EHR/MyChart)
Tegria
Remote
02.2022 - 05.2025
- Supported EPIC and MEDITECH MyChart applications for patient portal access, visit scheduling, and medical record support.
- Assisted patients with login issues, appointment access, and technical navigation related to their health information.
- Delivered prompt and professional remote support to users across multiple platforms.
- Created accounts, reset passwords, and configured user access for hospital staff and patients to streamline access.
- Researched system issues using databases and tools to deliver timely, user-friendly resolutions.
- Resolved 50+ service tickets daily, ensuring compliance with HIPAA and prioritizing customer satisfaction.
- 3 years 4 months
Technical Support Representative
Conduent
01.2018 - 02.2020
- Developed knowledge base articles and FAQs, enhancing self-service options for customers
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issue's.
- Coordinated with third-party vendors for advanced troubleshooting and warranty claims
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues.
- Documented all customer interactions and solutions in a detailed ticketing system for future reference
- Handled difficult or irate customers with professionalism, effectively de-escalating tense situations
Specialist
Integrity Trade Services
06.2017 - 12.2017
- Maintained accurate records of security-related incidents, documenting details and outcomes to support incident analysis and response
- Collaborated with law enforcement agencies, providing necessary information and assistance.
- Served as a liaison between security personnel and management, relaying important information and updates
- Coordinated with external vendors for maintenance checks on electronic access control systems, ensuring optimal functionality and compliance with security standards
- Coordinated with external vendors for maintenance checks on electronic access control systems
Business Development Representative
Woody Buick GMC
03.2016 - 07.2016
- Successfully closed 15 deals per month, consistently exceeding monthly sales targets
- Collaborated with cross-functional teams including marketing, product development, and customer success to streamline onboarding process for new clients
- Analyzed data from CRM system (Salesforce) to identify trends in performance metrics such as conversion rates, win/loss ratios, and average deal size
- Collaborated with cross-functional teams including marketing, product development, and customer success to ensure seamless onboarding of new clients
- Delivered persuasive presentations and product demonstrations to potential clients, highlighting key benefits and differentiators of offerings
Fraud Prevention Specialist
Xerox Business Services, LLC
Bolingbrook, Illinois, United States
08.2015 - 03.2016
- Reviewed billing data to identify discrepancies or errors, resolving issues to minimize delays in payment processing
- Collaborated with internal departments to resolve billing inquiries or disputes, ensuring positive customer relationships
- Researched complex billing issues, working closely with clients or vendors to achieve satisfactory resolutions
- Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
- Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
- Implemented strategies to improve overall customer satisfaction ratings by 80%
Education
Cybersecurity
Ivy Tech Community College
05.2027
High School Diploma - undefined
South Suburban College
01.2007
Skills
- Technical Documentation
- Incident Management
- Training and mentoring
- IT infrastructure
- Cross-functional communication
- Technical documentation
- Customer Engagement
Personal Information
Title: Senior Technical Advisor at Concentrix
Timeline
Senior Technical Advisor
Concentrix
08.2026 - Current
Technical Support Advisor II
Concentrix
07.2026 - 08.2026
Technical Support Advisor I
Concentrix
04.2026 - 07.2026
Information Technology Help Desk
Tegria
02.2022 - 05.2025
IT Help Desk (EHR/MyChart)
Tegria
02.2022 - 05.2025
Technical Support Representative
Conduent
01.2018 - 02.2020
Specialist
Integrity Trade Services
06.2017 - 12.2017
Business Development Representative
Woody Buick GMC
03.2016 - 07.2016
Fraud Prevention Specialist
Xerox Business Services, LLC
08.2015 - 03.2016
High School Diploma - undefined
South Suburban College
Cybersecurity
Ivy Tech Community College