Get to know me
Explore my experience gained through prior employment, internships, and volunteer work. Working in these industries has shaped my expertise and knowledge in the field of Information Technology.
About Me
This portfolio is to showcase the extensive expertise Josephine Le Pierrot has developed over the course of her career. Qualifications were first acquired as a Double Bachelors degree in the fields of Finance and Marketing from the illustrious, private La Sierra University. A career began in marketing as a Marketing Consultant. With a desire to inspire others, gradually passions moved to the field of education.
With years spent as a Substitute Teacher, Registered Behavioral Technician, and Remote Educator. Through this work expertise in instructional design were established. During this time work as a freelance accountant for a large medical company specializing in mental health care and behavioral analysis curated an extensive financial skillset. Which consists of bookkeeping, financial reports, bank reconciliation, payroll, accounts receivable, accounts payable, and expense tracking.
Through a career as a a Technical Support Specialist a interest in information technology emerged. Skills in Networking, Cybersecurity, and IT Support were developed. Through multiple in-depth certifications they were enhanced and added to including Artificial Intelligence. This garnered hands on knowledge of a myriad of software programs that were used in the process of employment.
Including:
Information Technology Tools: Active Directory, VMWare, AX3000 Router Setup
Security Tools: Okta, SSO, Multifactor Authentication, OTP System
VPN providers: Surfshark, Proton VPN, Open VPN, Wire Guard
Communication Tools: Slack, Microsoft Teams, Zoom, Google Meet, Outlook
Administrative Tools: Microsoft Office, Excel, Google Suite, Simple Practice
Client Relationship Management Tools: Zendesk, Zoho CRM
Accounting Tools: Zoho Books, QuickBooks, FreshBooks, Concur
Design Tools: Articulate 360, Camtasia, Adobe Creative, Canva, Synthesia
Technical Experience
Conducted remote education sessions for students ranging from kindergarten to high school, and Adult students in subjects including Biology, Science, English Language Arts, English as a Second Language, Math, Algebra, Computer Science, Business English. Taught classes in Spanish and English. Created interactive lesson plans and boards designed to facilitate understanding and interest in the lesson material.
Adapted quickly to different technological environments (classroom software, grade books, virtual learning tools) and troubleshot basic technical issues to facilitate uninterrupted learning in the classroom. Monitored students during transitional periods. Monitored students during lunch and break times. Assisted students with special needs and redirecting students exhibiting inappropriate behavior.
Substitute Teacher- Swing Education
Executive Assistant & Systems Support-
Henri Mental Health Services
Technical Application Support: Served as the internal expert and first point of contact for application support, answering employee questions on features and capabilities of core business software including QuickBooks, Monday.com, and Zendesk.
Troubleshooting & Issue Resolution: Proactively identified and resolved technical issues within accounting and project management systems, establishing remote sessions with vendors for advanced troubleshooting and ensuring minimal downtime.
Process Documentation & Knowledge Base: Authored and maintained clear, step-by-step documentation and training materials for financial and HR software processes, enabling consistent practices across a 30-person team.
System Maintenance & Security: Maintained client systems and confidential data with strict adherence to HIPAA security protocols, performing regular access reviews and data integrity checks. Utilized Okta and SSO for secure system access.
Customer Inquiry Management: Responded to a high volume of client and partner inquiries via email and phone, providing timely, accurate, and empathetic resolutions to account and technical billing issues.
Accounting, Bookkeeping & Payroll Management: Entered transactions into the general ledger, tracked accounts receivables & payables and completed bank reconciliations. Tracked all business expenses. Managed Payroll processing for all employees and contractors, including quarterly tax payments. Invoiced and collected payments from clients. Billed insurance companies, while managing billing complications and reprocessing affected transactions.
Remote Educator- Air Tutors
Tier 2 Technical Support Specialist
- Zotec Partners
Technical Customer Support: Provided front-line technical support for a major healthcare client's website and patient portal, guiding users through functionality, resolving access issues, and applying precise adjustments to accounts.
High-Volume Inquiry Resolution: Managed 140-240+ Inbound customer interactions daily through phone, email, and chat, utilizing practiced empathy and active listening to deescalate situations and solve problems effectively.
Secure System Access: Leveraged Okta and Single Sign-On (SSO) to securely access proprietary work systems and internal knowledge bases daily.
Collaborative Troubleshooting: Used Microsoft Teams and Zoom to collaborate with co-workers and supervisors across time zones to diagnose and escalate complex technical issues, following detailed HIPAA compliance protocols.
Registered Behavioral Technician -
Axis Applied Learning
Delivered applied behavior analysis (ABA) therapy, meticulously collecting data to support client development goals in compliance with HIPAA regulations. Facilitated sessions that developed patients life skills and functional communication.