Naomi Hailu

IT professional currently serving as Solution Center Team Lead at Concentra, providing enterprise technical support in a high-volume healthcare environment. Experienced in resolving complex system and access issues, maintaining SLA compliance, and supporting medical centers. Strong in documentation practices, cross-team collaboration, and assists in training new team members.

Solution Center Team Lead at Concentra (2026-03 – Present)

• Monitor performance through ticket and call quality reviews, delivering scorecards and actionable feedback to maintain high support standards.
• Provide ongoing coaching and development to team members, improving Solution Center quality while maintaining productivity and service level targets
• Maintain and enhance knowledge base articles within ServiceNow to ensure accurate documentation and enable efficient troubleshooting.
• Coordinate escalations technical issues affecting clinic systems and end users
• Train and onboard new agents on ServiceNow, Solution Center workflows, troubleshooting techniques, and documentation standards.

Support Specialist I – Specialist II at Concentra (2024-12 – 2026-02)

• Provide first-level technical support for medical centers nationwide via ServiceNow, handling incoming calls, chats, and self-service tickets in a high-volume environment.
• Troubleshoot hardware, software, and access issues while ensuring resolution based on established SLAs.
• Deliver accurate and efficient documentation of incidents and resolutions, contributing to Knowledge Base content.
• Collaborate cross-functionally with IT and clinic teams to ensure minimal disruption.
• Thrive in a fast-paced, collaborative environment, adapting quickly to changing priorities while maintaining high-quality service delivery.

SOC Analyst Intern at Carolina Cyber Center (2023-06 – 2023-10)

136 hours on-site

• Monitored security and detected incidents using SIEM tools.
• Assisted in Incident response, compliance audits.
• Conducted threat intelligence research using established framework to inform security strategies.
• Utilized SIEM tools (Burp suite, Splunk, Elastic).

Teaching Assistant at Carolina Cyber Center (2023-01 – 2023-05)

• Assisted instructor in delivering the Security+ coursework, enhancing student comprehension of key concepts.
• Manage course materials on blackboard, ensuring timely updates of assignment and resources.
• Provide feedback on assignments and assessments to help students improve their understanding and performance.

Bachelor of Science in Cybersecurity – Montreat College (2023-08 – 2023-08)