Summary
Overview
Work History
Education
Skills
Certification
Custom
Timeline
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Candice White

Edgewood

Summary

Dynamic professional with proven ability to enhance organizational success through strategic communication and creative problem-solving. Skilled in fostering strong interpersonal relationships and driving innovation in diverse environments. Committed to delivering impactful results and embracing new challenges.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Help Desk Analyst I

Leidos
Edgewood
04.2022 - 06.2025
  • Provided technical support for hardware and software issues to end-users.
  • Diagnosed and resolved customer inquiries via phone, email, and ticketing system.
  • Collaborated with IT teams to enhance system performance and reduce downtime.
  • Documented troubleshooting steps and solutions in knowledge management database.
  • Created new accounts, reset passwords, and configured access to servers and file management software for users.
  • Actively monitored incoming emails related to help desk tickets.
  • Researched, diagnosed, troubleshot, and identified solutions for customer issues.
  • Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Worked closely with other IT teams for successful completion of projects.
  • Identified customer needs and provided solutions in a timely manner.
  • Evaluated existing processes and procedures for improvement opportunities.
  • Supported customers with online billing, access, and account issues.
  • Provided technical support to customers over the phone and email.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Created knowledge base articles for frequently asked questions by customers.
  • Maintained records, logs, and lifecycle documentation of work requests.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Trained new employees on support processes, procedures, and knowledge base.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Trained users on new technologies when necessary.
  • Recommended improvements in products, services, procedures based on customer feedbacks.
  • Conducted follow-up calls to ensure resolution of customer complaints or issues.
  • Oversaw daily performance of computer systems.
  • Collected, analyzed and reported on data for use in operational planning.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Assisted customers by troubleshooting and resolving technical problems.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Assisted customers with basic software and hardware setup and configuration.
  • Processed incoming documents for data entry using office software tools.
  • Entered and maintained data in company databases accurately and efficiently.

Leasing Specialist

Westminster Management Group
Middle River
06.2018 - 06.2021
  • Assisted residents in completing leasing applications and documentation.
  • Coordinated property tours and showcased available units to prospective tenants.
  • Managed resident inquiries and provided timely responses to concerns.
  • Conducted market research to identify rental trends and competitive pricing.
  • Advertised vacant units through multiple marketing channels, including print media, online listings, and social media posts.
  • Developed promotional materials to enhance property visibility and attract potential renters.
  • Implemented resident retention strategies through community engagement activities.
  • Promoted property to businesses in local area through marketing collateral, phone calls and email messages.
  • Received, checked and processed applications for new leases.
  • Contacted and followed up with tenants on renewal notices.
  • Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
  • Explained policies and procedures to tenants and enforced rules.
  • Kept records of correspondence with residents and tenants.
  • Conducted background checks on applicants.
  • Handled security deposit refunds.
  • Led property tours to showcase amenities to prospective tenants and offered valuable information regarding major features.
  • Encouraged prospective tenants to fill out applications after property tours.
  • Escalated critical issues to property manager to promote immediate resolution.
  • Created and managed effective marketing strategies.
  • Wrote and filed reports each day on current leasing activities.
  • Escalated critical issues to property manager to deliver immediate resolution.
  • Presented marketing letters and documents to potential tenants.
  • Reviewed agent activities to check performance and optimize approaches.
  • Checked common areas regularly to keep neat, clean and free of debris.
  • Trained staff on compliance, policies and procedures to maximize success.
  • Coordinated periodic building maintenance schedules with contractors to ensure safety standards are met.
  • Created and implemented policies and procedures for effective property management.
  • Responded to customer inquiries about leasing options via phone, email, or in-person visits.
  • Scheduled tours so interested parties could view available units and see facilities.
  • Processed tenant move-ins by collecting deposits, signing leases, and providing orientation materials.
  • Organized open house events at properties to attract more prospects into the leasing pool.
  • Conducted market research to determine competitive rental rates for available units.
  • Maintained accurate records of all current leases, renewals, terminations, and other related documents.
  • Welcomed guests to leasing office, asked open-ended questions and offered assistance with issues or concerns.
  • Analyzed weekly leasing reports and foresaw occupancy trends and tracked advertising, promotions and publications.
  • Developed relationships with local real estate agents to promote available units.
  • Updated website content regularly regarding availability of units and pricing information.
  • Ensured timely collection of rent payments from existing tenants and addressed any delinquent accounts accordingly.
  • Prepared lease paperwork and obtained signatures and first payments from new residents.
  • Negotiated lease terms with prospective tenants according to company policies and procedures.
  • Provided excellent customer service to both current tenants and prospective renters throughout the leasing process.
  • Performed regular property inspections and documented any necessary repairs or maintenance.
  • Built brand loyalty by delivering stellar leasing experience to residents.
  • Coordinated maintenance and repair requests and contacted contractors for bid proposals.
  • Leveraged sales and marketing strategies to increase traffic, maintain closing ratios and exceed leasing goals.
  • Oversaw daily operations, maintenance, and administration of various properties.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Maintained accurate records of correspondence with and from tenants.
  • Checked rental eligibility by following company's verification process.
  • Managed and oversaw operations, maintenance and administration of properties.
  • Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
  • Showed units to potential tenants and answered questions about life in community.
  • Assisted customers in completing rental applications and verifying qualifications.
  • Took prospective clients on property tours, answered questions and addressed concerns.
  • Monitored compliance with all city ordinances pertaining to residential leasing regulations.
  • Managed daily and weekly marketing and leasing reports.
  • Monitored status of all active leases to prepare for renewals or vacancies, enforced occupancy terms and document updates, payments and property maintenance services.
  • Checked facilities and units to keep areas neat and welcoming.
  • Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
  • Prepared detailed reports on occupancy levels and rental income for senior management review.
  • Resolved conflicts between tenants in a professional manner while adhering to applicable laws.
  • Implemented online advertising and other marketing initiatives to generate interest from individuals and businesses.
  • Used conflict resolution skills to quickly resolve issues among residents.
  • Received rent payments and tracked transactions in accounting software.
  • Conducted informative and personalized tours, resulting in new leases.
  • Prepared detailed budgets and financial reports for properties.
  • Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
  • Managed day-to-day activities involving tenants, subcontractors and property management.
  • Marketed property to prospective tenants by giving tours and pointing out key features.

Resident Relations Specialist

Westminster Management Group
Rosedale
06.2018 - 05.2021
  • Maintained tenant database, including tracking rent payments and lease renewals.
  • Created rental agreements and other related documents such as notices, letters and forms.
  • Communicated regularly with property owners regarding progress on resident relations initiatives.
  • Actively recruited prospective residents through outreach efforts at local events.
  • Conducted move-in and move-out inspections of apartments.
  • Managed day-to-day activities involving tenants, subcontractors and property management.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
  • Oversaw daily operations, maintenance, and administration of various properties.
  • Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
  • Prepared detailed budgets and financial reports for properties.
  • Prepared and submitted monthly tenant visit logs.
  • Prepare keys and welcome packages for new tenants.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Contractual Claims Investigator

Uninsured Employers Fund (UEF)
Towson
01.2017 - 06.2017
  • Prepared detailed reports summarizing findings from investigation activities and recommended further action based on results.
  • Organized surveillance operations when necessary in order to observe claimant's activities and gather additional evidence for a case.
  • Conducted investigations of insurance fraud claims, verifying the validity of information provided by claimants.
  • Evaluated current processes used by the company for investigating claims in order to identify areas where improvements could be made.
  • Reviewed and analyzed claim forms, police reports, witness statements, medical records and other related documents.
  • Investigated suspicious activity on behalf of insurance companies in order to protect them from financial losses due to fraudulent claims.
  • Analyzed case files for discrepancies between reported facts and evidence obtained during investigations.
  • Visited accident scenes to evaluate evidence and determine if fraudulent activities were involved.
  • Attended training sessions on topics relevant to the job such as interviewing techniques, legal procedures or investigative methods.
  • Communicated effectively with clients regarding progress updates on their cases.
  • Ran background checks of individuals to obtain data on character, financial status and personal history.
  • Interviewed subjects, targets and witnesses for information verification and corroboration.
  • Reported results of investigations with written observations and photographs, and produced final reports.
  • Maintained detailed case log of all cases assigned to monitor progress and completion.
  • Interviewed witnesses, suspects, and experts to gather critical information and corroborate evidence.
  • Applied knowledge of criminal law and procedures in the collection and handling of evidence to ensure admissibility in court.

Education

High School Diploma -

Chesapeake High School
Baltimore, MD
06-2005

Skills

  • Video-based technical services
  • Operating systems
  • Remote support management
  • Hardware diagnostics
  • Recording support tickets
  • Application support
  • Ticketing systems
  • Remote support
  • Security awareness
  • Software diagnosis
  • Remote Desktop
  • Network support
  • Service desk support
  • Friendly and patient
  • Team collaboration
  • Relationship building
  • Proficient in [software]
  • Incident management
  • Network troubleshooting
  • Providing customer support
  • Customer support
  • Technical support
  • Desktop support
  • Data verification techniques
  • Resourceful
  • Maintains confidentiality
  • Multitasking and organization
  • Verifying data accuracy
  • Office administration
  • Record keeping
  • Microsoft Excel
  • Filing and data archiving
  • Data verification expertise
  • Microsoft Word
  • Multi-line phone proficiency
  • Data organization
  • Basic math
  • Workflow management
  • Data integrity
  • Administrative support
  • Proficient with [database]
  • Critical thinker
  • Word processing
  • Problem-solving
  • Software troubleshooting

Certification

  • Security Clearance
  • IT Certification
  • CANS
  • ANSA

Custom

  • Remedy and Remedyforce,
  • ServiceNow
  • NCIC
  • NCIS
  • Dashboard
  • Meters
  • In pursuit
  • SDAT
  • ADP
  • Lotus Notes
  • RMS
  • Emergency response

Timeline

Help Desk Analyst I

Leidos
04.2022 - 06.2025

Leasing Specialist

Westminster Management Group
06.2018 - 06.2021

Resident Relations Specialist

Westminster Management Group
06.2018 - 05.2021

Contractual Claims Investigator

Uninsured Employers Fund (UEF)
01.2017 - 06.2017

High School Diploma -

Chesapeake High School

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Candice White