# Sierra Archer

Sierra Archer is a remote worker on Himalayas, Tech Customer Support Representative at TEKsystems, based in United States.

Source: https://himalayas.app/@sierraarcher

```text
IT Support Specialist at TEKsystems who resolved Tier 1 issues and analyzed recurring incidents to reduce repeat escalations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 60k+ USD |
| Job categories | IT Support Specialist, Help Desk Technician, Technical Support Representative |
| Skills | Tier 1 Support, Tier 2 Support, Help Desk Support, Incident Management, Troubleshooting, Root Cause Analysis, SLA Management, Access Provisioning, User Onboarding, Offboarding, HIPAA compliance, PII Handling, EMR EHR Systems, Active Directory, Microsoft Entra ID |

## About

```text
At 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.
```

## Experience

### Tech Customer Support Representative

[TEKsystems](https://himalayas.app/companies/teksystems). Mar 2025 - Sep 2025

```text
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.
```

Skills: Tier-1-Support, Incident-Management, SLA-Management, ITSM, Troubleshooting, Password-Resets, Authentication, Documentation

### Customer Service Representative (Technical Support)

[Alorica](https://himalayas.app/companies/alorica). Sep 2024 - Feb 2025

```text
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.
```

Skills: Incident-Management, SLA-Management, HIPAA-compliance, EMR-EHR-Systems, MFA, Troubleshooting, Remote-Support

### Customer Service Representative, SME & Supervisor

Everise. Sep 2021 - Dec 2023

```text
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.
```

Skills: QA, Coaching, SLA-Management, Escalation-Management, Healthcare, CRM, Knowledge-Base, Training

## Education

### TryHackMe

Security Foundations & ServiceNow Labs, Cybersecurity. 2025 - Present

```text
Ongoing Security Foundations and ServiceNow Labs training since 2025.
```

### CompTIA

CompTIA A+, IT Support

```text
Passed Core 2 of CompTIA A+ certification; Core 1 in progress.
```

### Per Scholas

National Remote IT Support Program, IT Support

```text
Completed the National Remote IT Support Program in May 2026.
```

### Google

Google IT Support & Cybersecurity Certificates, IT Support and Cybersecurity. 2024 - 2025

```text
Earned Google IT Support and Cybersecurity Certificates from 2024 to 2025.
```

### Georgia Cyber Academy

High School Diploma, General Education

```text
Completed high school education at Georgia Cyber Academy in May 2016.
```

## Tech stack

- Salesforce
- Zendesk
- Windows 10
- Microsoft Excel
- ServiceNow
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Entra ID
- Microsoft 365

To contact Sierra, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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