@sierraarcher
IT Support Specialist at TEKsystems who resolved Tier 1 issues and analyzed recurring incidents to reduce repeat escalations.
United StatesAt TEKsystems, I resolved Tier 1 technical issues in a high-volume production environment, meeting SLA targets while documenting troubleshooting and escalations. I also analyzed recurring incidents to identify root causes and reduce repeat escalations.
At Alorica, I resolved EHR/EMR access issues and MFA resets in a HIPAA-compliant setting. At Everise, I reviewed QA, coached agents as a Supervisor, handled escalated healthcare support tickets, and authored knowledge base articles as an SME.
Work history, roles, and key accomplishments
Resolved Tier 1 technical issues in a high-volume production environment, including password resets, authentication and login problems, and account access requests, consistently meeting SLA targets. Documented troubleshooting steps, resolutions, and escalations for every incident in the ITSM ticketing system, keeping audit-ready records and supporting service continuity.
Managed 50+ daily incidents in a high-volume production support environment while maintaining SLA compliance in a fully remote, HIPAA-compliant setting. Resolved EHR/EMR access issues, MFA resets, and account troubleshooting while maintaining full HIPAA and data privacy compliance.
Everise
Sep 2021 - Dec 2023 (2 years 3 months)
Led QA reviews and coached agents as Supervisor, improving team SLA scores and cutting repeat contacts. Resolved 50+ escalated tickets daily across three enterprise healthcare clients, covering access, onboarding, and system navigation.
Degrees, certifications, and relevant coursework
Security Foundations & ServiceNow Labs, Cybersecurity
2025 -
Ongoing Security Foundations and ServiceNow Labs training since 2025.
CompTIA A+, IT Support
Passed Core 2 of CompTIA A+ certification; Core 1 in progress.
National Remote IT Support Program, IT Support
Completed the National Remote IT Support Program in May 2026.
Google IT Support & Cybersecurity Certificates, IT Support and Cybersecurity
2024 - 2025
Earned Google IT Support and Cybersecurity Certificates from 2024 to 2025.
High School Diploma, General Education
Completed high school education at Georgia Cyber Academy in May 2016.
Software and tools used professionally
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