Jasmine Randall-White
Little Rock,AR
Summary
Detail-oriented IT Support professional with 5+ years of experience supporting high-volume operational systems, resolving technical and user issues, and managing secure data environments. Background in healthcare systems support, incident investigation, workflow improvement, and cross-functional coordination. Currently pursuing an Associate of Applied Science in Cybersecurity, combining hands-on technical training with real-world system troubleshooting and user support experience. Known for strong problem-solving skills, documentation accuracy, and delivering reliable end-user support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
AbbVie
Remote
06.2023 - 07.2025
- Delivered remote support to clients navigating digital healthcare platforms and claim systems.
- Coordinated multi-step claims processes across departments, functioning as project liaison between stakeholders.
- Tracked and documented case statuses, updates, and system interactions to ensure resolution accuracy.
- Identified recurring technical and process gaps and recommended workflow improvements.
- Assisted in the implementation of IT policies and procedures to enhance operational efficiency.
- Diagnosed and resolved network connectivity problems to ensure system reliability.
Help Desk Technician
RelateCare
Sherwood, Ar
09.2022 - 06.2023
- Acted as first-line support for patients and providers requiring assistance with electronic medical record (EMR) systems.
- Troubleshot account access, authorization errors, and documentation discrepancies.
- Educated users on system navigation and workflow processes, improving user experience and reducing repeat support requests.
- Maintained accurate digital records to ensure data integrity and compliance.
- Resolved user inquiries via phone and email, ensuring timely and effective communication.
Account Manager - B2B Business Development
Max Distribution
Little Rock, Ar
01.2021 - 09.2022
- Managed client accounts while resolving billing and operational issues through investigation and follow-up.
- Coordinated cross-department projects to streamline invoicing and customer service workflows.
- Prioritized multiple client requests, maintaining strong service delivery standards.
- Developed and maintained strong client relationships to drive customer retention and satisfaction.
- Collaborated with cross-functional teams to identify potential business opportunities and improve service offerings.
- Executed targeted marketing campaigns to enhance brand visibility and generate new leads.
Help Desk Technician
Arkansas DHS
Little Rock, AR
06.2025 - Current
- Provided technical and workflow support to providers using electronic claims systems and documentation platforms.
- Investigated system and data discrepancies — similar to incident troubleshooting and root-cause analysis.
- Managed high-volume case queues using prioritization and task management strategies.
- Documented issues and resolutions to improve operational processes.
- Supported secure data handling aligned with cybersecurity and compliance standards.
Education
Associate of Science - Cybersecurity
Pulaski Technical College
North Little Rock, AR05-2026
High School Diploma -
Kipp Delta Collegiate High School
Helena, AR05-2019
Skills
- Tier 1 Technical Support
- Incident & Ticket Management
- End-User Troubleshooting
- Remote User Support
- Account & Access Support
- System Navigation Assistance
- Root Cause Analysis
- Documentation & Knowledge Base Updates
- Electronic Health Record (EHR/EMR) Systems
- Microsoft Office Suite (Excel, Outlook, Word)
- Workflow Optimization
- Process Improvement
- Cross-Functional Coordination
- Task Prioritization & Queue Management
- Compliance Monitoring
- Windows OS Fundamentals
- Basic Networking Concepts
- Data Security & HIPAA Compliance
Certification
- Security + Training - Jan 2026
Timeline
Help Desk Technician
Arkansas DHS
06.2025 - Current
IT Technical Support Specialist
AbbVie
06.2023 - 07.2025
Help Desk Technician
RelateCare
09.2022 - 06.2023
Account Manager - B2B Business Development
Max Distribution
01.2021 - 09.2022
Associate of Science - Cybersecurity
Pulaski Technical College
High School Diploma -
Kipp Delta Collegiate High School