I'm a CompTIA A+ certified IT Support Specialist with 10+ years of experience in call center-based technical support and customer service. Skilled in high-volume call handling, remote troubleshooting, and managing service requests through CRM platforms (ServiceNow, Salesforce, ZenDesk). Adept at resolving hardware, software, and network connectivity issues while maintaining compliance with CPNI, HIPAA, and FEC data security standards. Experienced in Active Directory enforcement, user permissions management, company-approved software deployment, VMware on-boarding, MFA implementation, and VPN security. Recognized for strong written and oral communication skills, ability to work independently with minimal supervision, teamwork, adaptability, and maintaining high productivity. I have a very early background in business and technology as demonstrated in high school electives Business Internship, Business Co-op, Business Law, Multimedia Production, and Keyboarding. I am seeking a role with a company that values its employees, promotes a healthy work-life balance, fosters an open and supportive culture, and provides both training and opportunities for career advancement. My Core Competencies are listed as follows but not limited to:
• Tier 1 & Tier 2 Technical Support | Remote Desktop Support (Bomgar, Webex)
• Windows OS (XP–11) | O365 | Active Directory | VPN (GlobalProtect)
• CRM Case Management: ServiceNow | Salesforce CRM | ZenDesk
• Call Center Tools: Verint (Quality Monitoring, Call Recording) | ACD Systems | Multichannel Support
• SLA Adherence | FCR (First Call Resolution) | CSAT Improvement
• Escalation Management | Complaint Resolution | Customer Retention
• Collaboration: Microsoft Teams | Slack | Zoom
• Security & Compliance: CPNI | HIPAA | FEC Data Security | MFA Enforcement | Software Token VPN Access
• VMware Machine Onboarding, Setup, Support, Troubleshooting
• Knowledge Base Documentation | SOP Development | Policy Implementation
• Strong Written & Oral Communication | 45+ WPM Typing | Team Collaboration | Able to Stay on Task with Minimal Supervision | Physical Endurance (Stand Long Hours, Lift 50 lbs)
