Patrice Mondezie

Technical Support / Service Desk Operations

• Provide Tier 1 technical support to over 50 clinical and administrative staff, resolving tickets related to login issues, software errors, and network connectivity.
• Log, tracked, and escalated incidents using ServiceNow, ensuring resolution within SLA targets.
• Assisted with account provisioning, password resets, and multi-factor authentication setup for Epic, Outlook, and Active Directory systems.
• Walk end users through troubleshooting steps for Windows OS, VPN access (Cisco AnyConnect), Citrix applications, and remote desktop sessions.
• Delivered excellent customer service via phone, email, and remote tools (BeyondTrust), earning recognition for professionalism and fast response times.

Lead multidisciplinary design and technology solutions for startups and creative businesses across healthcare, SaaS, and e-commerce. Combine UX design, IT systems thinking, and operational strategy to support teams from MVP to launch and beyond. Engage in both client-facing and embedded product roles with cross-functional teams.

Product Designer – MedCompli (Healthcare Compliance SaaS)
Jan 2022 – Feb 2023

• Spearheaded UX strategy for a B2B compliance platform, delivering wireframes and dashboards in Figma to simplify onboarding and admin tasks.
• Partnered with stakeholders to identify usability issues; revised workflows that reduced account setup friction and improved user engagement.
• Created component specs and accessibility-friendly UI documentation to support engineering handoff and QA.

Product Designer – Bandy (Virtual Events Platform)
Jun 2022 – Jun 2023

• Redesigned the multi-step event setup flow, addressing UX gaps surfaced through user feedback and screen recordings.
• Collaborated with engineering to align designs with React-based architecture, resulting in faster iteration cycles and better dev alignment.
• Streamlined mobile interface and interaction design for attendee-facing views, reducing navigation-related support issues.

Technical Product Designer – Aba Engine (Healthcare SaaS Startup)
Dec 2022 – Jun 2024

• Defined and shipped the early-stage UI for a content automation tool, integrating branding, usability, and MVP-ready feature design.
• Set up internal tools, email systems, and onboarding flows for a hybrid remote team; documented processes using Notion and Google Workspace.
• Developed interactive training docs and prototypes to support investor demos and early client onboarding.

Studio Lead – Internal Systems & Creative Ops
Ongoing

• Designed and delivered 25+ websites and brand systems using Webflow, WordPress, and custom design systems in Figma.
• Built internal client onboarding workflows and training portals that improved delivery time and stakeholder communication.
• Provided ongoing IT and design support for small teams, including device setup, system troubleshooting, and creative software onboarding.

• Delivered first-line support for iOS/macOS issues and device lifecycle management in a high-volume, walk-in environment handling 100+ cases per week.
• Minimized resource and time losses by guiding customers through backup, restore, and iCloud configurations directly and implementing timely solutions.
• Improved overall customer experience through support, training, troubleshooting, and communication of iOS updates.

Project Management / Client Relations

• Oversaw client onboarding, timelines, and communications across 25+ design and web projects, ensuring client satisfaction and on-time delivery.
• Acted as primary point of contact, building long-term client trust through transparent communication, reliable scheduling, and fast escalation handling.

Technical Support / Web Infrastructure

• Maintained stable operation of client websites by troubleshooting technical issues, coordinating with hosting providers, and implementing preventive measures.
• Diagnosed and resolved cross-browser rendering issues, CMS backend conflicts (WordPress, Webflow), and plugin compatibility problems.
• Used ticketing systems like Zendesk and ClickUp to track client requests, prioritize technical tasks, and maintain service-level expectations.
• Configured email authentication protocols (DNS, SPF, DKIM, DMARC) to resolve deliverability issues and secure client domains.
• Supported remote collaboration by setting up cloud workflows and secure access to project files for distributed creative and technical teams.

• Provided administrative and technical intake support in a hospital setting, ensuring data accuracy and patient satisfaction.
• Entered patient demographics, verified insurance, and maintained files in scheduling and EMR systems.
• Assisted with internal reporting by tracking appointment trends and intake errors in Excel.
• Introduced documentation templates that streamlined routine call and email inquiries and reduced no-show rates by 30%.