Alicia Hammock

Developed foundational Java Object-Oriented Programming (OOP) skills under senior management mentorship, applying theoretical knowledge to real-world IT challenges.

Gained practical experience in IT problem-solving and solution development, bridging academic understanding with industry best practices.

Optimized service capabilities by performing timely incident escalation and proactively identifying patterns of recurring incidents, enhancing system reliability and reducing downtime.

Served as the primary technical contact for over 600 patients, resolving software and application issues via phone, email, and remote support, ensuring high satisfaction.

Enhanced user autonomy and reduced support ticket volume by providing targeted end-user training on mobile device navigation, software upgrades, and self-service password resets (SSPR).

Resolved complex patient application system issues through in-depth troubleshooting and root cause analysis, improving system stability and overall user experience.

Provided essential phone support to over 3,500 dialysis clinics, resolving critical issues related to password resets, network connectivity, email programs, and printers, ensuring continuous operations.

Enhanced system integrity and data protection by guiding end-users through critical patch and update applications across diverse systems and applications.

Achieved consistent First Call Resolution (FCR) rates exceeding 95%, significantly reducing troubleshooting time and enhancing overall customer experience.

Resolved a broad spectrum of technical issues across multiple systems and applications, supporting customers and end-users efficiently across various time zones.

Earned promotion to a specialized Patient Application Support team within 5 months, recognizing exceptional performance and problem-solving abilities.

Boosted sales efficiency by 20% through the strategic implementation of CRM systems, streamlining sales processes and optimizing team performance.

Increased customer satisfaction and retention by collaborating cross-functionally with marketing and product teams to develop and deliver tailored client solutions.

Led and motivated a sales team to consistently meet and exceed targets, fostering a high-performance culture.

Led and mentored a team of EasyTech associates, consistently ensuring delivery of high-quality customer service and expert technical support.

Fostered team growth and development by continuously monitoring performance, providing constructive feedback, and implementing targeted guidance strategies.

Ensured seamless department operations by meticulously managing EasyTech inventory and supplies, guaranteeing product availability and readiness.

Delivered comprehensive technical support and troubleshooting assistance for all IT and AV systems, ensuring uninterrupted operational functionality and user productivity.

Partnered with critical government entities including DoD, FSI, MoD, and CEW to develop and deliver high-quality after-action review deliverables, enhancing strategic insights and operational improvements.