Melissa Hyrne

adxih1@r.postjobfree.com 313-***-**** Romulus, MI

Profile Summary

Strong self-motivated collaborator with keen experience in Desktop, IT Support, and customer service. Result-oriented with proven abilities in meeting client’s needs and providing top-quality end user desktop support.

Core Competencies

Business

• Excellent interpersonal skills

• Outstanding planning and organization

• Strong time management skills

• Dynamic team player

• Detail oriented

• Effective in problem-solving

• Thorough administrative/research skills

• Impactful work ethic

• Captivating customer service

Professional Experience

Desktop Analyst Oct. 2021-Jan. 2022

TEK Experts (Remote)- Colorado Springs, CO

• Served as a single point of contact for customers, gathering information needed to resolve cases, and deliver guidance on resolutions

• Managed the end-to-end customer case lifecycle to ensure incidents are resolved in an accurate and timely manner

• Collaborated with cross-functional teams to effectively close open tickets and escalate higher- level technical issues to management when needed

• Maintained and protected the confidentiality of documentation for all cases, including queries, process steps, and prescribed protocols

IT Support Specialist Jan. 2020-May 2020

Electronic Brain Solutions - Wyandotte, MI

• Tasked with responding to 50+ user service requests per week, offering troubleshooting strategies ensuring a quick turnaround for customers

• Conducted PC hardware, desktop operating system software, and application software ticketing repairs

• Identified and reported system issues to vendors, while monitoring and testing resolution

• Operated the internal ticket management system to log and complete support requests, incidents, and properly maintain IT assets

• Assisted in the deployment, configuration and testing of new workstations, peripheral equipment, and software

• Supported inventory check-in, storage room maintenance and recycling of outdated hardware Customer Support Specialist Jan. 2008- Oct. 2018

Sodexo - Monroe, MI

• Managed the set-up of food service, kitchen, area facilities, and equipment ensuring they are following area guidelines

• Team lead for food temperature checks and prepared areas for daily operation

• Operated point-of-sale equipment

• Maintained and processed meal balances for over 300 accounts Technical

• Microsoft Suite

• Network Management

• Network Security

• CISCO

• Vulnerability Management

• Google Suite

• Windows, Android, IOS

• Linux

Professional Affiliations

Per Scholas (End User Support) Nov. 2020- Feb. 2021

• Technical Professional Training

• Completed a four-month intensive end user support upskilling program Michigan Council for Women in Technology Nov. 2017- May 2020

• MCWT inspires women to advance and remain in Michigan’s technology community The National Technical Honor Society Aug. 2013-Sept. 2020

• NTHS recognizes students for their achievement in career and technical education Education

Bachelor of Science, Information Technology and Security Baker College, Allen Park, Mi

Graduated May 2020, GPA 3.2

Dean’s List (Fall 2015, Winter 2016, Winter 2017, Spring 2017) Member of Baker College’s Cyber Defense Club

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