DRFIRST, INC.

TIER 2 TECHNICAL SUPPORT REPRESENTATIVE

full-time • jun. 2023 - present • 1yr, 9mos+. • remote (columbia, md)

- Advanced product, support tool knowledge incl. Kibana, JIRA, Confluence; APIs.
- Communication with external business units; support monthly EMR vendor meetings.
- Diagnosis of internal and external API integration errors; knowledge of EPCS and PDMP.
- Inter-departmental troubleshooting; provide guidance and training to company internal staff.

TIER 1 TECHNICAL SUPPORT REPRESENTATIVE

full-time • oct. 2021 - jun.2023 • 1yr, 9mos.

- HIPAA-compliant private IT healthcare support for medical workers, EMR partner staff.
- Worked 20-30 calls, chats, and support tickets daily; documentation, escalations via JIRA, Zendesk.

TITAN TECHNOLOGIES

TIER 2 HELP DESK REPRESENTATIVE

full-time • aug. 2020 - jul. 2021 • 1yr. • remote (rockville, md)

- Onboarded internal agents, general public 30+ times per day.
- Florida Virtual School (FLVS) operator during Florida's COVID-19 shutdowns.
- Contracts with FEMA, FL Dept. of Economic Opportunity, FLVS, and Montgomery County, MD.

VERITABLE JOY STUDIOS

UX/UI & WEB DEVELOPER

contract • sept. 2019 - feb. 2021 • 1yr, 6mos • remote (chicago, il)

- UI Concept Artist for title released on Nintendo Switch, PC, and Xbox platforms.
- Branding, digital marketing helped game raise over $47,000 during Kickstarter campaign.
- Created audiovisuals, game-ready assets, and 2 websites for studio (1200 work hours total).

ESCAMBIA COUNTY, FL

COMPUTER TECHNICIAN

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

- Public-facing IT support role; additional data management and physical inventory duties.
- Staffed county Emergency Operations Center (EOC) in first months of COVID-19 pandemic.

CVS PHARMACY

PHARMACY TECHNICIAN

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

- Renewed Pharmacy Technician's license and certification for 5 years.
- Achieved 90% patient retention for 200+ patients across 3-4 stores every week.

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