Hi, I'm Kyra Kendall — an IT Support Specialist and self-taught software engineer based in Atlanta, GA. I currently work as a Technical Support Representative, troubleshooting authentication, access, and application issues for a high-volume user base across phone, chat, and email — using tools like Auth0, remote desktop support (AVD), and enterprise support systems to diagnose and resolve issues clearly and efficiently. That hands-on troubleshooting experience is backed by 20+ years in healthcare operations, including pharmacy technician and claims resolution roles, where I built deep skills in root-cause analysis, high-volume case management, and translating complex technical issues into clear guidance for non-technical users. I'm also a self-taught coder — I completed the 100Devs full-stack software engineering bootcamp and hold a Google IT Support Professional Certificate — and I own K. Rai'Ella Designs, a graphic design and front-end development business. I'm actively growing my career in IT support and technology, bringing real troubleshooting experience, healthcare-systems expertise, and technical training to every role I take on.
Real systems I've used to support, troubleshoot, and resolve issues in live production environments — not classroom exercises.
Real systems I've used to support, troubleshoot, and resolve issues in live production environments — not classroom exercises.
Role: Care Guide Tech Support Representative — Apree Health / BCBSRI
The Problem: A recurring issue affecting the BlueCare Connect mobile app: members were getting locked out of their accounts after a password reset, after an account was auto-created by BCBSRI, or after updating their login info (username or phone number). These lockouts generated repeat calls and left members unable to access their health plan information.
Investigation: Using the Auth0 dashboard, I checked the member's account and identity record to confirm whether the credential update or account creation had synced correctly, and identified where the mismatch or verification step was failing.
Resolution: I corrected the account record directly in Auth0 and walked the member through logging in again in real time to confirm the fix worked. When a direct fix wasn't possible, I escalated to the appropriate team with clear documentation of what I'd already ruled out, so the case didn't have to be re-diagnosed from scratch.
Outcome: Resolved on first contact in most cases, reducing repeat calls for the same members and giving me a reliable troubleshooting pattern I could apply quickly whenever this issue came up again.
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