Jada Lynch, An administrative professional making a pivot into the IT field.

About

I have a background and education in the administrative field at supervisory and non-supervisory levels. I am using my skills in the administrative field to make a career change to the field of Information Technology.

Experience

Department of Veterans Affairs

Mar 2023 – Present

Atlanta, Georgia -Remote

Program Analyst

•Performs quality assurance reviews for various registration only records completed by the facilities. •Performs quality assurance reviews for special projects and other specific Veteran PG status to determine accuracy of eligibility findings. •Reviews, analyzes, and reports finding of discrepancy trends found in the field and other HEC enrollment staff. •Maintain confidential documentation related to quality assurance evaluations. •Ensure training materials are accurate, consistent and meet quality standards. •Provide feedback related to knowledge base scripts, business processes, SOPs, job aids and training content. •Develop trending reports in a computer database on the overall organizational business unit. •Evaluate customer and employee interactions to identify critical areas of improvement. •Collaborate with upper management on confidential and/or labor management issues related to quality measures and programs. •Utilize Microsoft Word, Excel, PowerPoint, Outlook, and Skype. •Recommends improvements to management related to areas of inconsistencies and deficiencies. •Maintains extensive knowledge of VA programs, VA policies, and federal regulations. •Corrects error/rework and reports them to leadership in a timely manner.

CACI

Apr 2023 – May 2024

Remote

User Support Specialist

•Provide user support to client by performing a variety of clearinghouse functions and activities. •Serve as subject matter expert for the operations (enrollment and participation) of the helpdesk. •Triage incoming specific inquiries (via email from state and local health departments, hospitals, and other government agencies) for interpretation of guidelines and recommendations, broadly related to infection control in health-care settings and the general public. •Supports technical reports and documents representing summary of monthly inquiries. •Supports technical writing for program and operation documentation. •Supports the creation of documentation in presentation-ready quality output. •Use Isupport to solve IT tickets •Use Service Now to process IT tickets

Department of Veterans Affairs

Jul 2021 – Nov 2023

Atlanta, Georgia

Program Support Assistant

• Enters data into the National Enrollment System • Processes and update Veterans' demographic, military, financial, eligibility, and enrollment • Verifies eligibility documentation and enters information into the Enrollment System • Assist Veterans in obtaining appropriate documentation needed to determine eligibility for health care. • Responds to requests for information from internal and external customers • Answers questions and provide information to assist Veterans with the application process • Responsible for opening, sorting, and scanning incoming mail. • Research regulations to review the circumstances to get Veteran’s health care. • Reviews conditions that could improve, restore, or validate the Veteran's benefit status for eligibility • Prepares notes in a computerized database • Manage workflow and delegated tasks to other administrators • Respond to inquiries and resolve intricate issues for veterans trying to receive health care • Responsible for file maintenance, scanning and packaging of documents. • Knowledgeable of many VA directives, HEC polices, and publications pertinent to eligibility • Responds to telephone and electronic requests for assistance with enrollment. • Provides guidance and assistance to veterans concerning enrollment. • Reviews applications for completeness • Responsible for file maintenance, scanning and packaging of documents

Department of Veterans Affairs

Jan 2023 – Mar 2023

Atlanta, Georgia

Legal Administrative Specialist

•Determining Veterans' eligibility for VA health care benefits and updating Veterans' records. •Responding to telephone, electronic and written inquiries from a variety of individuals and organizations for information on various subjects including enrollment, eligibility for VA healthcare benefits, and income testing. •Performing assessments to determine Veterans' priority for enrollment in the VA healthcare system, their eligibility for income-based benefits; and their eligibility for other benefit programs. •Responding to Veterans' and their representatives' inquiries and correspondence. •Providing and verifying data concerning the eligibility program. •Recommending, testing and providing input on new technological systems as well as for updates, patches, compatibility and functionality of existing systems. •Performing quality assurance activities related to the eligibility and enrollment program, including second level reviews. •Assists patients by answering questions and providing information. • Assists customers by phone in a call center. •Enters patient information into an electronic database. •Notifies customers of missing or incomplete documentation for healthcare enrollment. •Counsels patients on the results of their enrollment applications for healthcare benefits.

Department of Veterans Affairs

Jul 2020 – Jul 2021

Atlanta, Georgia

Program Support Assistant

• Performance/Process Improvement team • Provided data and training ideas to IVD and assists them with developing training for the department. • Assist in planning and training process of veteran’s records in digital format • Verifying financial information for Non-Service-Connected Veterans • Follow confidentiality guidelines set forth by IRS and SSA • Ensure appropriate security and safeguarding of Federal Tax Information • Preparing customer/patient notes in a computerized database • Managed workflow and delegated tasks to other administrators • Respond to inquiries and resolve intricate issues for veterans • Provide timely and accurate processing of incoming and outgoing mail. • Create records and maintain files for income verified veterans. • Work with the supervisor to meet deadlines and priorities. • Respond to requests for information from internal and external customers • Provide guidance and assistance to junior staff • Assist Veterans in obtaining documentations needed to determine eligibility for health care • Responsible for file maintenance, scanning and packaging of documents • Answer incoming phone calls

Department of Homeland Security

Mar 2019 – Jul 2020

Orlando, Florida

Transportation Security Officer

• Controlled terminal entry and exit points. • Implemented the policies and procedures of National Security. • Screened passengers and luggage • Asked security questions of passengers • Directed passengers through security equipment • Reported suspicious activity to appropriate authorities • Always ensured a safe and respectful environment • Complied with safety measures • Worked with passengers to ensure their needs, as well as security regulations are met. • Protected airports, aircraft, and travelers from security threats. • Screened baggage and passengers at security checkpoints. • Operated X-ray machines and other imaging technology to identify dangerous or restricted items. • Conducted secondary bag searches and pat-down searches as needed • Managed workflow and delegated tasks to other employees • Responded to inquiries and resolve intricate issues for passengers

Virgin Islands Port Authority

Dec 2018 – Mar 2019

Saint Thomas, US.V.I.

Administrative Secretary

• Answered calls, emails, online chats to resolve questions or concerns. • Maintained and updated customer information. • Handled disgruntle customers and customer complaints promptly. • Tracks call-related information for auditing and reporting purposes. • Provides feedback reports on call issues related to downtime and/or training issues. • Conducted weekly feedback reports • Supported Executive-level staff comprised of preparation of presentations • Authored and implemented policies and procedures and ensured their compliance • Compose/prepares minutes from daily meetings • Assist in research and development of curriculum-based support materials and activities • Answered and forwarded incoming calls from a multi-line system and prepared messages • Streamlined office procedures for staff including filing, billing, and accounting • Processed all types of Federal Civilian personnel actions, • Coordinated actions with personnel management to resolve issues. • Developed and distributed new and updated policies and procedures • Processed credit card authorizations. • Scheduled, appointments.

Virgin Islands Port Authority

Jul 2017 – Feb 2018

Saint Thomas, U.S.V.I.

Parking Lot Attendant

• Greeted all customers in a professional manner. • Answered all incoming calls. • Collected parking fees. • Completed reports or forms required by department • Prepared end of day report • Inspected and maintain parking lot • Collected cash & credit card payments

St. Thomas Assembly of God

Jun 2016 – Apr 2017

Saint Thomas, U.S.V.I.

Office Manager

• Maintained management calendar for meetings, events, coordinated travel and accommodations for staff • Managed workflow and delegated tasks to other administrators • Ensured quality of work met company standards, compliance of security protocols, and meeting deadlines • Answered and forwarded incoming calls from a multi-line system and prepared messages • Scheduled training for members • Assisted in planning and set up for community events • Streamlined office procedures for staff including filing, billing, and accounting • Supported Executive-level staff comprised of preparation of presentations. • Coordinated of appointments and meetings, attendance at conferences. • Processed member payments to their accounts.

Education

University of the Virgin Islands

Mar 2009 – Mar 2015

Bachelors, Business Administration

Jada Lynch

An administrative professional making a pivot into the IT field.

Skills

Languages