Open to opportunities

Omar User

@omaruser5

Message

Award-winning IT help desk and customer service professional with AI training and healthcare expertise.

United States

Message

What I'm looking for

I seek remote or hybrid roles combining IT help desk, customer-facing healthcare support, or AI training where I can apply technical troubleshooting, high-quality service, and process improvement.

I am an award-winning customer service and IT support professional with 16+ years of experience supporting Fortune 500 companies and major healthcare systems. I combine hands-on Tier 1/2 technical troubleshooting (Active Directory, Windows, remote support) with high-volume patient scheduling and HIPAA-compliant operations, consistently delivering top satisfaction and accuracy metrics.

I have contributed to AI model training at scale, evaluated 50,000+ responses, and supported enterprise migrations and executive operations while generating significant sales revenue. I am bilingual, immediately available, remote-work experienced, and trusted to handle sensitive data across healthcare, finance, and government environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Virginia Mason Medical Center

Jan 2019 - Present (6 years 10 months)

Handled 40–60 inbound patient calls daily for scheduling, insurance verification, and intake across 8 clinics; maintained 96% CSAT and 99.2% Epic scheduling accuracy while resolving 95% of IT tickets within the same business day.

Patient Scheduling Insurance Verification ServiceNow Active Directory Call Center Operations Troubleshooting

Call Center Representative

Walgreens

Mar 2018 - Dec 2018 (9 months)

Handled 50+ inbound pharmacy calls daily, achieved 94% CSAT and 89% first-call resolution, and processed complex insurance escalations with zero HIPAA violations.

Insurance Verification Customer Service Multi Line Phone Systems CRM HIPAA

Senior Administrative Assistant

Capital One

Mar 2016 - Feb 2018 (1 year 11 months)

Managed complex calendars and travel for executive leadership, coordinated 30+ executive meetings monthly, and processed $200K+ in executive expenses annually while reducing scheduling conflicts by 40%.

Executive Support Calendar Management Travel Coordination Microsoft Office SharePoint Meeting Coordination Expense Reporting

AI Training Specialist

Microsoft

Jun 2014 - Mar 2016 (1 year 9 months)

Evaluated 200+ AI responses daily and contributed to model training programs, assessing 50,000+ responses overall and improving chatbot response quality by 25% through QA, annotation, and prompt engineering.

AI Evaluation Data Annotation Prompt Engineering Machine Learning QA Data Quality Salesforce Remote Support

IT Help Desk Specialist

Amazon

Apr 2013 - May 2014 (1 year 1 month)

Provided Tier 1/2 support and processed 500+ daily data transactions with 99.8% accuracy; resolved 95% of IT tickets within SLA and supported AWS resources and Active Directory for internal users.

Active Directory AWS ServiceNow Data Entry Ticketing Systems Troubleshooting

IT Support Technician

WI Department of Children & Families

Mar 2010 - Mar 2013 (3 years)

Supported 300+ government employees across 15 locations with Tier 1/2 IT support and handled 35+ client intake calls daily, maintaining 97% satisfaction and completing a Windows 10 migration for 300+ workstations.

Active Directory Ticketing Systems VPN Network Printer Configuration Case Management Documentation

IT Support Specialist

Afriland First Bank

Feb 2008 - May 2010 (2 years 3 months)

Provided IT support across 8 branches, maintained 95% system uptime, handled hardware repairs and network setups, and achieved 110% of monthly sales quotas through cross-sell of banking products.

Customer Service Sales Windows XP Vista Asset Inventory Transaction Processing