Miles Lee
Kingwood
Summary
Veteran | IT Support & Risk Management | Computer Science Student
Former USAF service member with Secret Security Clearance (2012–2018, eligible for reinstatement). Strong background in troubleshooting, IT systems support, and secure data management. Currently pursuing B.A. in Computer Science (expected 2027) with coursework in C++, Calculus I, and Discrete Math. Proven ability to adapt across technical and client-facing environments, balancing risk management, compliance, and user support.
Overview
13
13
years of professional experience
Work History
ACA Health Representative
RateQuote Direct – Remote
Tampa
08.2024 - Current
- Supported users on ACA marketplace systems, ensuring data integrity and compliance with HIPAA regulations.
- Troubleshot CRM platform errors and navigation issues, escalating security-related concerns to IT teams.
- Trained new hires on secure data entry and system protocols, improving compliance, and reducing errors.
IT Help Desk Specialist
Mattress Firm
Houston
01.2024 - 08.2024
- Delivered Tier 1 & 2 IT support for 500+ users, troubleshooting hardware, software, and connectivity issues.
- Managed secure user accounts in Active Directory including password resets, group membership, and permissions.
- Documented incidents in ServiceNow; escalated complex issues to higher-tier support teams to ensure timely resolution.
- Applied security best practices to reduce downtime and risk exposure across enterprise systems.
Senior Benefits Specialist
e-Telequote Insurance – Remote
Clearwater
03.2023 - 01.2024
- Leveraged enterprise CRM systems to manage sensitive client data securely in compliance with federal privacy standards.
- Collaborated with technical staff to identify and resolve system issues impacting client access.
- Conducted outreach and education with emphasis on compliance, accuracy, and secure handling of PII.
Health Benefits Advisor
Alorica-United Healthcare
Humble
07.2023 - 12.2023
- Leveraged enterprise CRM systems to manage sensitive client data securely, in compliance with federal privacy standards.
- Collaborated with technical staff to identify and resolve system issues impacting client access.
- Conducted outreach and education with an emphasis on compliance, accuracy, and secure handling of PII.
City Carrier Assistant (CCA)
USPS, United States Postal Service
Humble
10.2022 - 06.2023
- Ensured secure and accurate delivery of sensitive mail and packages under federal compliance regulations.
- Coordinated logistics during high-volume periods, maintaining operational efficiency under pressure.
Hardened Intersite Cable Systems Technician (2M0X3
United States Air Force
Cheyenne
07.2012 - 07.2018
- Maintained and repaired mission-critical electrical and fiber-optic systems across secure facilities.
- Held secret security clearance (2012–2018); eligible for reinstatement.
- Diagnosed system malfunctions with advanced diagnostic tools; ensured operational security, and compliance.
- Managed over $10 million in assets while adhering to strict DoD inventory and cybersecurity protocols.
- Trained and supervised junior personnel in secure systems maintenance and troubleshooting.
Education
Bachelor of Science - Computer Science
University of Houston–Downtown
Houston, TX01-2027
Skills
- IT support and troubleshooting (Tier 1/2)
- Risk management and threat analysis
- Active Directory, Group Policy
- ServiceNow, Jira, and CRM systems
- Networking (TCP/IP, DNS, DHCP)
- Secure data handling (HIPAA, DoD standards)
- Training and documentation
- Statistical impact analysis
- Programming: C (in progress), Python (beginner)
Timeline
ACA Health Representative
RateQuote Direct – Remote
08.2024 - Current
IT Help Desk Specialist
Mattress Firm
01.2024 - 08.2024
Health Benefits Advisor
Alorica-United Healthcare
07.2023 - 12.2023
Senior Benefits Specialist
e-Telequote Insurance – Remote
03.2023 - 01.2024
City Carrier Assistant (CCA)
USPS, United States Postal Service
10.2022 - 06.2023
Hardened Intersite Cable Systems Technician (2M0X3
United States Air Force
07.2012 - 07.2018
Bachelor of Science - Computer Science
University of Houston–Downtown