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Khadijah User

@khadijahuser1

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AI Solution Architect at Homeward Health who deployed production support agents and hardened their output reliability.

United States

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What I'm looking for

I’m open to on-site, hybrid, remote, or relocation.

At Homeward Health, I design, deploy, and operate production AI support agents using OpenAI and Claude APIs, Atlassian Rovo, and governed knowledge sources. I built a triage agent that classifies tickets, routes work, and generates root-cause documentation, removing roughly 20 minutes of technician research per ticket.

I also hardened agent output with validation guardrails and defined quality thresholds before launch. My enterprise IT work includes identity and access management and SOC 2 Type II controls in a HIPAA-regulated environment; I’m open to on-site, hybrid, remote, or relocation.

Experience

Work history, roles, and key accomplishments

Current

Systems Support Analyst and Administrator

Current

Homeward Health

Apr 2024 - Present (2 years 6 months)

Designed and deployed production AI support agents on OpenAI, Claude APIs, and Atlassian Rovo, converting natural-language Slack requests into structured tickets and resolving against a RAG knowledge base. Built an AI triage agent that classifies tickets, routes by workload, and generates root cause documentation, reducing technician research time.

Senior Systems Administrator

Tampa Family Health Centers

Sep 2020 - Apr 2024 (3 years 7 months)

Administered Epic EHR application configuration, identity and access provisioning, and upgrade coordination across 17 clinical sites. Authored SOPs and training guides, deployed Citrix and Azure VMs, and resolved Tier 2/3 incidents.

Epic EHR Active Directory Citrix Azure Cisco Meraki IBM MAAS 360 HIPAA Root Cause Analysis SOPs Training

Computing and Digital Imaging Lead

Best Buy (Geek Squad)

Feb 2016 - Apr 2020 (4 years 2 months)

Delivered technical support for Windows, macOS, iOS, and Android devices, including data migration and smart home configuration. Managed computing department operations and trained team members.

Windows MacOS iOS Android Data Migration Smart Home IoT team training

Third Party Cellular Executive Account Manager

Target Mobile

Mar 2013 - Dec 2015 (2 years 9 months)

Executed device activations, account migrations, and hardware/software troubleshooting on Sprint, AT&T, and Verizon platforms while managing high-value inventory.

Activation Account Migration Troubleshooting Sprints AT&T Verizon Inventory Management

Systems Administrator and Technician

John Jay College of Criminal Justice (CUNY)

Sep 2011 - Dec 2012 (1 year 3 months)

Migrated campus tech lab systems from Windows 7 to Windows 8 across a large workstation fleet, resolving peripheral, user account, and authentication issues.

Win7 Windows 8 Migration Troubleshooting User Accounts Authentication