Mia Cook
Owings Mills,MD
Summary
Customer-focused IT professional with over 15 years of customer service experience and 3 years in IT help desk support. Strong background in troubleshooting, customer service, and cybersecurity. Skilled in technical problem-solving, system administration, and secure data management. Proven ability to enhance IT efficiency through documentation, process improvements, and compliance adherence. Passionate about leveraging technology to drive business success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Service Surgical Coordinator III
Johns Hopkins Hospital
02.2023 - 01.2025
- Assisted in IT-related troubleshooting for scheduling software and Epic Systems.
- Maintained secure electronic medical records and ensured compliance with hospital IT protocols.
- Provided help desk support for internal teams, resolving system and scheduling conflicts.
- Receive inbound contacts (calls, emails, faxes, etc.) from medical office coordinators and physicians requesting services within JHH
- Assisted surgeons in preparing for procedures, ensuring all necessary equipment and supplies were readily available.
Human Resources Assistant
Connectrn
01.2021 - 01.2023
- Provided IT support for HRIS and applicant tracking systems (ATS), resolving login and credentialing issues.
- Ensured compliance with state and company security standards for credential verification and onboarding.
- Identified process improvements for more efficient ticket resolution and workflow automation.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
Lead Physician Liaison II - HAL
Johns Hopkins Hospital
08.2013 - 09.2019
- Managed real-time emergency communication and coordination across multiple hospital locations.
- Provided technical assistance and troubleshooting within EPIC Systems to ensure accurate patient records.
- Documented and maintained electronic medical records with HIPAA-compliant security measures.
- Alerted emergency teams using secure communication protocols.
- Provided details on building referrals and managed relationships with physicians.
ICA Team Lead
PayPal
03.2014 - 07.2017
- Served as technical support lead, assisting with IT-related issues for team members.
- Provided help desk support, troubleshooting login issues, password resets, and account access problems.
- Assisted PayPal Credit customers with transaction issues and security-related concerns (e.g., spoofed emails).
- Conducted system testing and QA to ensure application reliability before deployment.
- Enhanced security measures by supporting the implementation of firewalls and encryption methods.
Education
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus (UMGC)
Certificate - Coding
SheCode
Skills
- Operating Systems: Windows, Linux
- Help Desk Tools: ServiceNow, Zendesk, Freshdesk, Salesforce
- Networking Basics: TCP/IP, Firewalls, VPN, DNS
- Security Fundamentals: Endpoint Protection, Authentication, Access Control
- Cloud Platforms: Microsoft Azure, Google Cloud (Basic)
- Remote Support & Diagnostics
- Technical Support & Troubleshooting
- SLA Compliance & Escalation Handling
Certification
CompTIA Security+ Certification | Issued Sept 2024
Timeline
Patient Service Surgical Coordinator III
Johns Hopkins Hospital
02.2023 - 01.2025
Human Resources Assistant
Connectrn
01.2021 - 01.2023
ICA Team Lead
PayPal
03.2014 - 07.2017
Lead Physician Liaison II - HAL
Johns Hopkins Hospital
08.2013 - 09.2019
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus (UMGC)
Certificate - Coding
SheCode
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