Open to opportunities

Cordell Ijeoma

@cordellijeoma1

Message

Tier 2 healthcare IT support technician specializing in HIPAA-compliant help desk and secure access management.

United States

Message

What I'm looking for

I’m looking for a HIPAA- and security-minded IT help desk role where I can own Tier 2 escalations, keep audit-ready documentation, and improve SLA/KPI performance with calm, patient-focused support.

I’m an IT Help Desk Service Technician II with 10+ years of technical support experience, including regulated healthcare support with UnitedHealthcare. I’m trusted as a Tier 2 escalation point, delivering calm, empathetic, audit-ready support with a strong focus on HIPAA compliance.

Across Apple and healthcare environments, I administer Active Directory accounts and access, troubleshoot Windows and network issues, and resolve problems across Microsoft 365/Office 365 and VPN/remote access. I maintain meticulous ticket documentation for audit and compliance review, and I consistently enforce 100% HIPAA and data privacy/security protocols.

My approach blends incident management with service quality—handling SLAs/KPIs, improving first-call resolution, and using ticketing systems (JIRA, Zendesk, CRM) to keep work transparent and actionable. I’ve also led multi-location support operations as an Operations Manager and built knowledge bases and self-service resources to reduce repeat contacts.

Experience

Work history, roles, and key accomplishments

Technical Support Advisor

Apple

Nov 2025 - May 2026 (6 months)

Provided Tier 1 and Tier 2 remote technical support to Apple customers, resolving hardware, software, and connectivity issues across iOS/macOS and related devices. Managed Apple ID security and account recovery workflows while maintaining required data privacy and thorough case documentation.

Tier 1 Support Remote Technical Support Apple ID 2FA Account Recovery First Call Resolution (FCR)Case Documentation AppleCare Tier 2 Escalation

Customer Support Advisor

UnitedHealthcare

Aug 2025 - Nov 2025 (3 months)

Handled inbound member inquiries for health plan benefits and claims support in a regulated environment while maintaining 100% HIPAA compliance. Resolved billing discrepancies and denials, de-escalated sensitive situations, and documented outcomes for audit/compliance review.

HIPAA compliance Healthcare Member Support Claims Support Eligibility Verification Explanation Of Benefits (EOB)UHC Mobile App De escalation First Call Resolution (FCR)

Member Services Representative

Houston Fitness Partners

Jun 2025 - Aug 2025 (2 months)

Provided front desk service for 200+ daily members, managing accounts, payments, and scheduling with accuracy. Drove member satisfaction and contributed to increased sign-ups through targeted engagement.

Customer Service Account Management Payments Processing Scheduling Member Satisfaction Upselling

IT Support Specialist

Drek Customs

Sep 2023 - Jun 2025 (1 year 9 months)

Managed hybrid IT support operations across multiple locations, coordinating remote and on-site teams to meet SLA targets. Served as a Tier 2 escalation point and administered Active Directory accounts and VPN access while handling and documenting incidents through ticketing systems.

SLA Management Incident resolution Active Directory Administration Access Control CRM Platforms Live Chat Support Phone Support Email Support Case Documentation

Operations Manager

Echo Nigeria Limited

Aug 2020 - Jul 2023 (2 years 11 months)

Led multi-location support operations, coordinating service teams across time zones. Acted as escalation lead for critical issues, created KPIs and feedback channels, and collaborated with sales and technical support teams to maintain service quality.

Operations Leadership Escalation Management KPIs Cross Functional Collaboration Client Service Delivery

Tech Infrastructure Associate

ADwox Media

Jun 2018 - Aug 2020 (2 years 2 months)

Delivered remote and on-site technical support, resolving issues with minimal escalation. Managed service tickets with incident documentation and built self-service help resources to reduce repeat contacts.

Remote Technical Support Issue Resolution Self Service Resources Repeat Contact Reduction

IT Support Technician

Grey Builds

Sep 2016 - May 2018 (1 year 8 months)

Supported remote and on-site users using phone, chat, and remote desktop tools while managing 30+ daily tickets. Created onboarding and access documentation and maintained troubleshooting resources to improve user support.

Remote Support Phone Support Remote Tools Ticket Management Onboarding Troubleshooting

Assistant IT Support Technician

Baklang Group

Sep 2015 - Aug 2016 (11 months)

Provided day-to-day technical assistance including remote password resets, VPN configuration, and connectivity troubleshooting. Developed a self-service FAQ resource that reduced common IT inquiries by 25%.

Password Resets VPN IT Help Desk Support Inquiry Reduction

EMIT Intern – IT Support

ExxonMobil

Feb 2013 - Aug 2013 (6 months)

Assisted Tier 1 help desk operations supporting hardware, software, and network troubleshooting. Supported Active Directory account creation and provisioning, contributed to network setup, and helped troubleshoot desktops, laptops, and printers to reduce downtime.

Tier 1 Support Network Troubleshooting System Access Provisioning Cable Management system updates Printer Troubleshooting