Looking for a job

Alicia Mitchell

@aliciamitchell1

Message

I resolve high-volume account access and technical support issues in enterprise environments.

United States

Message

What I'm looking for

I'm seeking a Tier 1 Help Desk role where I can apply my technical troubleshooting, customer support, Windows, Microsoft 365, ServiceNow, and account-access support skills.

I've supported users at Optum, Evolent Health, Conduent, and Medicaid Done Right, resolving account access, password, authentication, and service issues in high-volume environments.

At Optum, I resolved 50+ customer support requests daily, documented issues in ServiceNow, and escalated technical problems to the appropriate teams. At Evolent Health, I managed service requests with over 95% accuracy and collaborated on access and system issue resolution.

I'm CompTIA Security+, Network+, and A+ certified, with ITIL 4 Foundation certification, and I'm pursuing a Bachelor of Science in Information Technology. I bring hands-on support knowledge across Windows, Microsoft 365, ServiceNow, account troubleshooting, networking diagnostics, and data privacy practices.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Optum

Mar 2025 - May 2025 (2 months)

Resolved 50+ customer support requests daily involving account access, password resets, authentication issues, and application navigation. Documented issues in ServiceNow while escalating technical problems to appropriate support teams.

ServiceNow Troubleshooting Account Access Password Resets Customer Support

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor of Science, Information Technology

Pursuing a Bachelor of Science in Information Technology with coursework in IT fundamentals, network fundamentals, operating systems, cybersecurity principles, system administration, and technical troubleshooting.