Looking for a job

Iranisha Washington

@iranishawashington

Message

I am an IT support specialist skilled in Microsoft 365 and systems troubleshooting.

United States

Message

What I'm looking for

I am seeking IT support/help-desk roles where I can apply troubleshooting, Microsoft 365 and networking skills, assist non-technical users, and grow through collaborative teams and continued certifications.

I am an IT Support Specialist with over three years of customer-facing experience and hands-on technical training through the Google IT Support Professional Certificate. I combine technical aptitude with a customer-first approach to solve problems clearly and quickly for non-technical users.

In my roles I handled high-volume support, achieved a 90% customer satisfaction rate, reduced repeat calls by 15%, and maintained 100% accuracy and confidentiality in CAD records. I am skilled with Windows and Linux, Microsoft 365 administration, networking fundamentals (DNS, TCP/IP, VPN), ticketing systems like Spiceworks and CAD, and data security controls.

I take responsibility for clear documentation, escalate appropriately, and enjoy partnering with IT teams to streamline recurring issue resolution. I am pursuing continued certifications and an Associate of Science in Management to expand my technical and leadership contributions.

Experience

Work history, roles, and key accomplishments

Current

Dispatch Coordinator

Current

Holmes Sheriff's Dept

Mar 2025 - Present (6 months)

Coordinated emergency dispatch operations and assessed incoming calls, escalating critical cases to the state crisis hotline to ensure rapid response. Maintained CAD records with 100% accuracy and confidentiality and aligned procedures with IT security protocols.

CAD Data Entry IT Security Confidentiality

Customer Service Representative

Everise

Sep 2023 - Oct 2024 (1 year 1 month)

Handled 30+ inbound customer calls daily and achieved a 90% satisfaction rate, reducing repeat calls by 15% through accurate CRM and ticketing escalations. Collaborated with IT to identify recurring technical issues and consistently exceeded call metrics (AHT, QA, FCR).

Customer Support CRM Ticketing Systems Troubleshooting Escalation Management AHT Quality Assurance Remote Support

Personal Care Assistant

MS Dept of Rehabilitation Services

Nov 2022 - Apr 2024 (1 year 5 months)

Supported adults with intellectual disabilities in training and independent living skills, documenting daily progress and communicating updates to physicians and case managers. Modeled assistive technology for independent travel and daily tasks to improve client autonomy.

Assistive Technologies Care Documentation client support Communication Case Management Training

Education

Degrees, certifications, and relevant coursework

Merit America

Google IT Support Professional Certificate, IT Support

Activities and societies: Comparable to CompTIA A+; coursework included troubleshooting, networking, operating systems, systems administration, and security.

Completing the Google IT Support Professional Certificate via Merit America with coursework in troubleshooting, networking, operating systems, systems administration, and security (expected Aug 2025).

Post University

Associate of Science, Management

Pursuing an Associate of Science in Management at Post University with expected completion in March 2026.

Merit America

Professional Development, IT Support

Activities and societies: Microsoft 365, Windows 10, Spiceworks ticketing system, fundamental cloud concepts.

Completed additional skill development through Merit America covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts (2025).