Gerda Kankam
Atlanta
Summary
Detail-oriented and analytical IT professional with experience in software configuration, technical support, and client onboarding. Skilled in troubleshooting, problem-solving, and configuring software solutions to meet client needs. Strong communication and collaboration skills with expertise in documentation and training.
Overview
9
9
years of professional experience
Work History
Leasing Consultant
Westdale Real Estate Investment & Management
Roswell
10.2023 - Current
- Configured and updated patient registration systems, reducing data entry errors by 35%.
- Assisted with software setup, maintenance, and troubleshooting, reducing system downtime.
- Ensured compliance with data security protocols and regulatory requirements (e.g., HIPAA), reducing unauthorized access incidents.
- Analyzed operational processes, implementing changes that increased registration accuracy.
IT Data Specialist
Colonial Management Group LP
Maitland
06.2020 - 08.2023
- Configured and maintained client software solutions, reducing setup errors by 30%.
- Collaborated with teams to troubleshoot and resolve technical and system issues, improving response times by 40%.
- Documented system configurations and workflows, creating training resources that increased onboarding efficiency.
- Managed and improved database structures, reducing data redundancy.
- Monitored system performance and security, ensuring 99.9% uptime and compliance with best practices.
- Worked with ticketing systems, resolving client support requests within SLA timelines.
Technical Support Representative
AT&T
Atlanta
10.2018 - 03.2020
- Provided tier-1 and tier-2 technical support, resolving 90% of customer issues on the first call.
- Diagnosed and troubleshot internet connectivity, device configuration, and network issues, reducing escalations by 35%.
- Assisted customers with billing-related technical inquiries, reducing disputes through clear and effective communication.
- Used remote diagnostic tools to troubleshoot and resolve software and hardware issues, reducing service callouts
- Managed and prioritized support tickets using ServiceNow, maintaining a 98% adherence to SLAs.
Patient Access Coordinator
Emory Healthcare
Decatur
04.2016 - 09.2018
- Configured and updated patient registration systems, reducing data entry errors.
- Assisted with software setup, maintenance, and troubleshooting, reducing system downtime.
- Ensured compliance with data security protocols and regulatory requirements (e.g., HIPAA), reducing unauthorized access incidents.
- Analyzed operational processes, implementing changes that increased registration accuracy..
Education
Bachelor of Science - Computer Information Systems
DeVry University
Decatur, GA12-2025
Associate of Science - Information Technology
DeVry University
Decatur, GA12-2022
Skills
- Software Configuration
- Problem-Solving
- Analytical Skills
- Attention to Detail
- Client Software Customization
- Technical Support
- Database Management
- Documentation & Training
- Collaboration & Teamwork
- Communication Skills
- Ticketing Systems (Zendesk)
Education and Training
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References
References available upon request.
Timeline
Leasing Consultant
Westdale Real Estate Investment & Management
10.2023 - Current
IT Data Specialist
Colonial Management Group LP
06.2020 - 08.2023
Technical Support Representative
AT&T
10.2018 - 03.2020
Patient Access Coordinator
Emory Healthcare
04.2016 - 09.2018
Bachelor of Science - Computer Information Systems
DeVry University
Associate of Science - Information Technology
DeVry University
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