Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nekaiya Wilson

San Diego,CA

Summary

Hardworking Information Systems Technician offering 5 years of success in hardware and software installation and configuration. Extensive experience with diverse applications, operating systems and platforms. Background includes equipment maintenance, software updates and security management. Excellent multitasking and communication skills.

Overview

9
9
years of professional experience
1
1
Certification

Work History

CONTACT TRACER- INVESTIGATOR

DC HEALTH
05.2020 - 06.2022
  • Trained DC Health employees on software implementation and standard operating procedures through the creation and delivery of training.
  • Provided comprehensive reports to supervisors regarding case progress, trends observed, and potential areas for improvement in contact tracing methods.
  • Demonstrated adaptability by transitioning between different contact tracing software platforms as required, maintaining proficiency in each system.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Maintained confidentiality to keep clients safe, build trust and comply with OSHA and CDC data-protection laws.
  • Implemented effective time management strategies to balance high caseloads while maintaining attention to detail in each investigation.
  • Educated the public on COVID-19 prevention measures, leading to increased awareness and adherence to guidelines.

STUDENT INTERN- ACQUISITION STRATEGY IT

UNITED STATES IRS
06.2019 - 09.2019
  • Acquired Level I Contracting Officers Representative Certification.
  • Strengthened communication skills through regular interactions with others.
  • Analyzed information from the Federal Procurement Data System (FDPS) to create customized data reports.
  • Enhanced internship experience by actively participating in team meetings and contributing valuable ideas.
  • Showcased effective leadership qualities when assigned small-scale projects or tasks requiring team coordination for successful completion.
  • Developed time-management skills through balancing multiple assignments while consistently meeting deadlines during the internship period.
  • Prepared project presentations and reports to assist senior staff.
  • Exercised leadership capabilities by successfully motivating and inspiring others.

Student Intern- IT

U.S. Internal Revenue Service
06.2016 - 09.2016
  • Reduced support tickets through proactive maintenance of hardware installation, software installation, and systems.
  • Learned and adapted quickly to new technology and software applications.
  • Expanded professional network by actively engaging with colleagues and mentors within the organization, fostering valuable connections for future career opportunities.
  • Applied effective time management techniques to meet tight deadlines.
  • Completed eMAC forms for every piece of IT equipment given back to or picked up by staff.
  • Maintained and organized the supply room’s equipment.
  • Documented all old equipment returned following the deployment of refreshment machines to MSS, including its transportation and packaging.


Tier 1.5 Application Support Technician

Cognosante
09.2015 - 04.2016
  • Responded to incoming questions by email, phone, or mail from IT suppliers, important stakeholders, government authorities, and healthcare providers.
  • Conducted thorough research and answered questions in a quick, accurate, and professional manner.
  • Sent the proper helpdesk all tier two and tier three questions and problems on written processes, policies and procedures.
  • Entered all inquiry-related activities into the proper reporting system for documentation.
  • Adapted quickly to changes in policies, procedures, and assignments.
  • Navigated difficult situations in a positive and professional manner.
  • Provided exceptional customer service through clear communication, effective problem-solving, and prompt issue resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Tier 2 Support Technician

R. Emanuel Bell Consulting
07.2013 - 09.2014
  • Translated complex technical issues into digestible language for non-technical users.
  • Established and maintained network accounts, including providing users access to protected data.
  • Collaborated with cross-functional teams to identify, diagnose, and resolve software and hardware problems.
  • Updated ticketing system to indicate finished or ongoing work.
  • Account creation, password reset, and authorization privileges in Active Directory.
  • Exhibited politeness and good interpersonal skills in all dealings with customers.
  • Successfully deescalated around 10 clients a day.
  • Handled requests and incidents by phone, email, instant messaging, fax and deskside help in a time-sensitive, high pressure workplace.
  • Experience providing support functions for Windows Operating Systems, Outlook/ Exchange, Reports and Queries and Microsoft Office Suite.

Education

BACHELOR BUSINESS ADMINISTRATION- INFORMATION SYSTEMS -

THE UNIVERSITY OF THE DISTRICT OF COLUMBIA
05.2020

Skills

  • Cyber Security
  • Computer Systems
  • Leadership
  • Data Entry
  • Customer Service
  • Perseverance

Certification

CompTIA Security+ ce

Timeline

CONTACT TRACER- INVESTIGATOR

DC HEALTH
05.2020 - 06.2022

STUDENT INTERN- ACQUISITION STRATEGY IT

UNITED STATES IRS
06.2019 - 09.2019

Student Intern- IT

U.S. Internal Revenue Service
06.2016 - 09.2016

Tier 1.5 Application Support Technician

Cognosante
09.2015 - 04.2016

Tier 2 Support Technician

R. Emanuel Bell Consulting
07.2013 - 09.2014

BACHELOR BUSINESS ADMINISTRATION- INFORMATION SYSTEMS -

THE UNIVERSITY OF THE DISTRICT OF COLUMBIA

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