Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Shawntice Coachman

Hyattsville,MD

Summary

Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.

Overview

9
years of professional experience
1
Certificate

Work History

Ford Motor Company

IT Support Specialist
01.2023 - 10.2024

Job overview

  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered remote technical support for 30 employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.

National Jewish Health

Data Integrity Specialists
10.2021 - 10.2022

Job overview

  • National Jewish Hospital went live on Epic EMR last year and unfortunately, due to lack of end user training for National Jewish's administrative staff, there was backlog of over 10,000 patient accounts that were set up incorrectly and needed to be audited/fixed
  • Leveraged advanced analytical tools to uncover hidden trends within large datasets, driving strategic business initiatives forward.
  • Supported regulatory compliance efforts with meticulous documentation and adherence to industry standards.
  • Streamlined data entry procedures for improved consistency and reduced human error.
  • Conducted regular audits of datasets, identifying discrepancies and ensuring prompt resolution.
  • Managed change control processes, safeguarding quality of critical data assets during system upgrades or migrations.

UMC Hospital

Revenue Integrity Specialist
11.2019 - 05.2021

Job overview

  • Spearheaded initiatives to optimize coding practices, resulting in more accurate reimbursements and reduced risk of denials.
  • Conducted root cause analyses of payment variances, recommending targeted solutions to address underlying issues effectively.
  • Proactively identified areas of risk within the organization''s revenue cycle processes, formulating effective mitigation strategies accordingly.
  • Assisted in negotiating favorable contracts with payers, maximizing reimbursement rates while maintaining positive relationships.
  • Enhanced revenue integrity by conducting thorough audits and identifying discrepancies in billing processes.

Medstar Washington Hospital Center

Project Coordinator
03.2016 - 09.2019

Job overview

  • Created and expanded department-specific scheduling guilds, which increased productivity while reducing scheduling errors
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Prepared meeting agendas and minutes for distribution and record keeping.

Education

University Maryland of Maryland Global Campus
College Park, MD

Bachelor of Science from Information Technology
05.2026

University Overview

  • 3.81 GPA
  • Ranked in Top 20% of class
  • Awarded Bylee Massey Memorial Award

Skills

  • Mobile Device Support
  • ITIL Processes
  • Helpdesk call support
  • Help Desk Experience
  • System Configuration
  • Ticketing system proficiency (zendesk, zopim, salesforce, and help scout)
  • Remote Support Capabilities
  • Printer troubleshooting
  • Software Installation

Certification

.

  • CompTIA A+ - Computing Technology Industry Association.
  • CompTIA Certification

Timeline

IT Support Specialist

Ford Motor Company
01.2023 - 10.2024

Data Integrity Specialists

National Jewish Health
10.2021 - 10.2022

Revenue Integrity Specialist

UMC Hospital
11.2019 - 05.2021

Project Coordinator

Medstar Washington Hospital Center
03.2016 - 09.2019

University Maryland of Maryland Global Campus

Bachelor of Science from Information Technology

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Shawntice Coachman