Experience

Neither of these is an IT title. Both are the parts of an IT job that are hardest to teach: explaining technical things to people who are stressed, and writing things down accurately while it's happening.

Work

Current

Retail Sales Specialist

Best Buy, Santa Clarita, CA

Customer-facing technical work all day: figuring out what someone actually needs from a vague description of a problem, and getting them to a solution they understand.

Troubleshoot customer hardware and software questions on the floor, from "my laptop is slow" to network and device setup, and narrow the real issue before recommending anything.
Translate specifications and technical trade-offs into plain language for people with no technical background, without talking down to them.
Stay patient and methodical with frustrated customers, long queues, and problems that don't have a clean answer. Help desk conditions, different counter.

2021 to 2023

Emergency Department Medical Scribe

Antelope Valley Medical Center, Lancaster, CA

Real-time documentation in a Level II trauma center. The closest thing to ticket documentation I've done, with higher stakes.

Recorded patient histories, exams, diagnostic impressions, procedures, treatment plans, and dispositions in the electronic medical record as physicians worked, during high-acuity encounters.
Synthesized information from physicians, diagnostics, and procedures into accurate, structured entries that other staff relied on immediately.
Worked under HIPAA and strict documentation standards for two years, which is where the habit of writing complete, precise, reviewable notes comes from.

What carries over to a help desk

Triage	Separating the reported symptom from the actual cause, in person and under time pressure
Communication	Technical explanations for non-technical people, calmly, repeatedly
Documentation	Complete and accurate records written in real time, to a compliance standard
Systems	Daily work in electronic record and point-of-sale systems with sensitive data
Underneath	CS/CE degree, home lab, hardware security research