LaTricia Hill

• Reduced ticket resolution times by 25% through proactive bug triaging and process improvements.

• Designed SQL scripts for efficient data operations, including report generation and database management.

• Streamlined workflows and enhanced issue tracking by implementing Jira across multiple departments.

• Administered and optimized cloud-based authentication systems using Auth0, ensuring seamless user experiences.

• Conducted root cause analysis for system anomalies and collaborated with engineering to resolve critical bugs.

• Reduced system errors and escalations by 90% through the creation of a comprehensive Zendesk knowledge base..
• Managed and configured JIRA and Confluence for project and documentation tracking.
• Conducted weekly meetings focused on ticket management, UI improvements, and error resolution.
• Managed and triaged all support requests via Zendesk, ensuring prompt resolution of emails and technical issues.
• Mentored Tier 1 and Tier 2 engineers, improving team efficiency and SLA compliance by 20%.
• Partnered with DevOps teams to troubleshoot microservices and optimize API integrations.
• Developed automated workflows using scripting tools to streamline repetitive tasks, saving 10+ hours weekly.

• Enhanced user experience by resolving technical issues across JIRA, Confluence, Database, and more.
• Managed support tickets via ZenDesk and JIRA, streamlining project workflows and permissions.
• Improved customer satisfaction scores by 15% by resolving complex technical issues across Zendesk and Jira.
• Provided in-depth training on Zendesk automation and best practices to junior team members.
• Created and maintained technical documentation to support efficient ticket resolution and onboarding processes.

• Provided Tier 1 IT support, handling credit card inquiries, tech support, fraud claims, and disputes.
• Managed daily interactions with over 60 card members, focusing on retail and credit line adjustments.
• Enhanced customer relations through the confident resolution of complex issues.
• Demonstrated proficiency in escalations, maintaining high customer satisfaction.

• Utilized IT troubleshooting skills and insurance knowledge to support consumer enrollments.
• Assisted over 50 consumers daily with Medicaid, Managed Care Organizations, and Qualified Health Plans.

• Processed over 100 x-ray and ultrasound requests daily, ensuring timely and accurate completion.
• Provided technical assistance and securely routed laboratory results, adhering to HIPAA guidelines.

• Provided expert technical support, enhancing customer satisfaction with product-related issues.
• Consistently exceeded sales targets through consultative selling and effective upselling.
• Independently managed store operations and trained new employees on procedures and sales techniques.