DRFIRST, INC.

TIER 1 TECH SUPPORT REPRESENTATIVE

full-time • oct. 2021 - present • 1YR, 9MOs+. • remote (md)

- HIPAA-compliant health IT role supporting medical providers and staff, EHR software companies.
- Handle 15+ calls, 30+ tickets or chats daily; documentation, escalations via JIRA and Zendesk.
- Facilitate networking and communications across internal departments, external partner staff.
- Provide up-to-date knowledge of company software products, diagnose API error logs in JSON.

TITAN TECHNOLOGIES

TIER 2 HELP DESK REPRESENTATIVE

full-time • aug. 2020 - jul. 2021 • 1YR. • remote (fl & md)

- Tier 2 tech support role with FEMA, FLDEO, FLVS, and Montgomery County, MD.
- Handled 30+ calls or text chats with Tier 1 internal agents and general public daily.
- Internal support, escalations, and tickets were managed via NICE InContact and ServiceNow.
- Assisted with extreme enrollment volume for Florida Virtual School during COVID-19 shutdowns.

VERITABLE JOY STUDIOS

UX/UI DEVELOPER and MUSICIAN

contract • sept. 2019 - feb. 2021 • 1YR, 6MOs • remote (fl)

- Branding and digital marketing helped game raise over $47,000 during Kickstarter campaign.
- UI Concept Artist for title released on Nintendo Switch, PC, and Xbox platforms.
- Created audiovisuals, game-ready assets, and 2 websites for studio (1200 work hours total).
- Produced and mastered 20-25 music tracks 2-4 minutes in length each, composed 15-20.

ESCAMBIA COUNTY, FL

COMPUTER TECHNICIAN

full-time • sept. 2019 - aug. 2020 • 1YR. • pensacola, fl

- Public-facing hardware/software support role involving data management and inventory.
- Deployed to county Emergency Operations Center (EOC) at pandemic onset.

CVS PHARMACY

PHARMACY TECHNICIAN

full-time • jan. 2015 - dec. 2019 • 5YRs. • navarre, fl

- Maintained status in Florida as licensed Pharmacy Technician for 5 years.
- Regularly achieved 90%+ patient retention over 200+ calls across 3-4 stores every week.

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