Wilicia Norfleet

Detail-oriented and tech-savvy Administrative and IT Professional with over 5 years of experience managing digital databases and navigating high-volume online workflows. Proven track record in text-based user support, digital ticketing software, and CRM systems. Adept at multi-channel communication, rapid real-time troubleshooting, and handling sensitive, confidential data with 100% integrity.

Excel at maintaining high service accuracy and resolving inquiries efficiently in remote-capable environments.

Driver / Activities Assistant at Westmont Living (2026-04 – Present)

• Assisted with documenting, logging, and developing community lifestyle programs; managed electronic resident scheduling and safe transportation tracking.
• Coordinated complex transportation schedules and dispatched routes for resident medical appointments, shopping, and social events, ensuring 100% on-time efficiency.
• Maintained strict compliance with safety regulations and facility documentation standards while securely handling resident logistics and data.

Home Care Aide at Coast Care Partners (2025-03 – 2026-03)

• Maintained accurate and daily digital logs tracking client care plans, medication schedules, and daily activities with 100% detail retention.
• Communicate updates clearly and efficiently with care coordinators and family members to ensure continuity of care and accurate record-keeping.
• Adhered to strict confidentiality protocols and privacy standards when handling sensitive client health records and personal information

IT Help Desk Technician at Community Counseling Center (2023-10 – 2024-11)

• Utilized Microsoft Office Excel and specialized helpdesk software to log, organize, and manage daily high-volume technical service requests
• Administrate staff applications including but not limited to helpdesk software, office productivity suites, anti-virus software, etc.
• Perform hardware and software installations and upgrades on workstations as needed.
• Maintained strict data integrity when transferring user profiles and sensitive company information from old devices to new hardware systems.
• Accurately documented, tracked, and updated technical problems and hardware inventory levels using internal department databases.
• Maintaining knowledge of other pieces of software, such as Microsoft Office products, is needed to effectively perform job functions.
• Maintain appropriate inventory levels of workstations as well as other common needs such as network cables, surge protectors, keyboards, etc.

IT Field Technician at RMS Computer Corp. (Boeing) (2023-04 – 2023-10)

• Diagnosed and resolved complex hardware and software system anomalies independently, utilizing analytical troubleshooting methodologies to minimize down-time.
• Managed secure data migration and user profile transfers between legacy and new hardware devices, ensuring 100% data integrity and zero information loss.
• Executed the deployment, configuration, and workstation setup of IT equipment for end-users, verifying that all system preferences matched user profiles.
• Collaborated closely with corporate IT departments to track service contract obligations, log technical updates, and maintain clear inter-departmental communication.
• Oversee logistics for incoming and outgoing IT hardware, tracking asset serial numbers and keeping a meticulous digital inventory database.
• Processed and verified time-sensitive hardware orders for next-day shipping, managing tight deadlines with high data entry accuracy.
• Provisioned new devices by provisioning standard software images, executing installation scripts, and verifying data functionality prior to distribution.

Customer Representative at MTM Transportation Company (2021-12 – 2023-04)

• Entered high-volume, time-sensitive scheduling data into proprietary logistics systems for client medical transportation with zero scheduling errors.
• Maintained a high level of accuracy while collecting, inputting, and modifying confidential client personal data under strict HIPAA compliance regulations.
• Input detailed, clear, and actionable data notes into the dispatch system to guide field drivers and ensure service efficiency.

Administrative Assistant at Cape College Center (2017-01 – 2021-07)

• Greets visitors, ensures welcoming environment.
• Developed, updated, and meticulously maintained potential student databases, ensuring all electronic files were organized and easily accessible.
• Performed high-volume data entry including managing departmental budget accounts, tracking expenditures, and generating digital spreadsheets.
• Handled highly sensitive and confidential student admissions records with absolute discretion and adherence to privacy policies.
• Engaged in social media, forums, and online channels as a core means of communication; provided front-line support to resolve user queries, manage schedules, and coordinate with internal teams.

AA Degree in Information Technology – Ranken Technical College (2021-08 – 2022-12)

AA Degree in Computer Science-Business and Office Support – Metro Business College-Cape Girardeau (2015-08 – 2016-12)