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.
