Open to opportunities

Latricia Lovelace

@latricialovelace1

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IT & Customer Support Professional with 5+ years supporting users in remote, high-volume environments.

United States

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What I'm looking for

I’m looking to continue delivering fast, compliant IT and customer support—troubleshooting Windows/macOS issues, managing tickets and access support, and partnering with teams to resolve problems while maintaining HIPAA and SLA standards.

I’m an IT & Customer Support Professional with 5+ years of experience supporting users in remote, high-volume environments. I troubleshoot Apple and Windows devices, provide account access support, and resolve customer issues using ticketing systems while maintaining strong documentation habits.

In recent roles supporting Capital Blue Cross and Get Insured, I managed customer cases, escalated issues following defined workflows, and supported compliance with HIPAA and data-security standards. Previously as an Apple Technical Support Advisor Tier 1, I troubleshot iOS/macOS hardware, software, and connectivity problems, guided users step-by-step, and handled multiple live chats while meeting SLAs.

Experience

Work history, roles, and key accomplishments

Customer Support / Service Desk

TEKsystems - Capital Blue Cross

Aug 2025 - Dec 2025 (4 months)

Provided customer support for account access, benefit inquiries, and system navigation issues in a fast-paced remote environment. Managed customer cases in ticketing systems, escalated issues per workflow, and maintained HIPAA and data-security compliance.

Customer Support Service Desk Support Account Access Ticketing Systems Case Management Escalations HIPAA compliance Data Security

Support Specialist

TEKsystems - Get Insured

Oct 2024 - Jan 2025 (3 months)

Assisted users with online healthcare enrollment and system navigation issues. Created and tracked tickets for appeals and complaints, documented troubleshooting steps, and collaborated with internal teams to resolve consumer issues.

Customer Support Healthcare Enrollment Ticketing Systems Troubleshooting Remote Support Collaboration

Technical Support Advisor Tier 1

Kelly Connect - Apple Technical Support

Sep 2022 - Oct 2023 (1 year 1 month)

Provided Tier 1 technical support for Apple devices (iOS and macOS), troubleshooting hardware, software, and connectivity issues. Guided users through step-by-step solutions, resolved cases via knowledge-base resources, and managed multiple live chats while meeting SLAs.

Tier 1 Technical Support MacOS Support hardware troubleshooting Technical Troubleshooting Connectivity Issues Knowledge Base Troubleshooting Ticketing Systems Live Chat Support SLA Management Remote Support Documentation

Merchandiser

Acosta Sales & Marketing

Jun 2021 - Dec 2022 (1 year 6 months)

Collected and reported data from store visits and maintained distribution and merchandising displays. Performed audits, managed stock rotation/pricing, received mail for distribution, and supported client sales opportunities by prioritizing workload based on store assignments.