Support Specialist Entry Level

Lauren Watson

San Antonio, TX Remote 830-***-**** ***********@*****.*** www.linkedin.com/in/lauren-watson91

SUMMARY

Meticulous aspiring Information Technology professional. I’ve Always held a passion for the IT industry. I’m currently enrolled in the Computer User Support Specialist Program at ACI Learning, to prepare for an entry-level IT position. I’m working toward ITIL, A+, Network+, and Security+ certifications.

SKILLS

Troubleshooting

Ticketing System

Call Center Triage

Hardware Maintenance

Operating Systems

Customer Service

Remote Desktop Utility Identify Security Threats Virtual Migration

Conflict Management

Microsoft Office 365

iCloud

Data Backup

Network Design

TCP/IP,LAN,WAN,VLAN,VPN

TECHNICAL TRAINING

ACI Learning Tech Academy Virtual Campus

Computer User Support Specialist (CUSS) Program Completion Date: Feb. 2024

CERTIFICATIONS

PeopleCert ITIL 4 Foundation Certification In Progress

CompTIA A+ Certification In Progress

CompTIA Security+ Certification In Progress

CompTIA Network+ Certification In Progress

PROFESSIONAL EXPERIENCE

Amazon San Marcos, TX

Fulfillment Associate 10/2016 08/2023

Accepted, processed, and filled customer orders

Gathered, and organized merchandise for distribution into appropriate jiffy envelopes, boxes, or pallets

Kept assigned work areas orderly and clear of hazardous materials to promote efficiency and reduce incident risks

Demonstrated teamwork skills with staff members involved in production and transport

Assisted with staff onboarding processes

Performed ambassador trainer role with a group of five; provided one-on-one individual training

Operated main jackpot conveyor belt machinery by virtually assigning product destination

Cross trained in several inbound and outbound departments throughout the distribution center

Ibex Global

Tier 1 Tech Support Specialist New Braunfels, TX

01/2015-02/2016

Answered 60% of incoming calls via headset and provided knowledgeable service to customers

Resolved/deescalated customer inquiries, questions, and concerns based on Operating system performance needs

Asked probing questions to determine service needs, and accurately input 40% of data into electronic systems

Remote accessed customers Operating system to perform troubleshooting methods

Submitted Trouble Ticket data for escalation, and created field technician appointments

Coleman New Braunfels, TX

Blow Mold Machine Operator 04/2014-12/2015

Monitored production quantities for mold change, and product completion

Observed meters and gauges on machinery to verify and record temperatures, pressures, and pre-cycle times

Performed routine preventive maintenance and upkeep of production equipment to maximize performance and minimize downtime

Exceeded customer satisfaction with creative solutions, and problem solving

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