Technical Support Data Entry
Resume:
Shalaressa Mattox Johnson
San Antonio, TX *****
*************@*****.***
Seeking a fulfilling position in a company that is looking for someone who wants to; grow & learn, be able to display leadership skills, promotes growth, and offers career advancement opportunities. I do obtain skills in banking, customer care, technical support, data entry. Authorized to work in the US for any employer
Work Experience
Advanced Technical Support
Wix.com, Inc. - Austin, TX
December 2021 to May 2023
• Provided technical support to users designing and publishing their websites.
• Troubleshooting websites designing issues.
• Helped users connect their Accepted Payments
• Helped them setup their staff and payroll
• Helped users with their SEO.
• Assisted users with Ads for Facebook and Google.
• Assisted with Email Marketing Campaigns
• Connecting and transferring Domains
• Worked with DNS and MX records
• Assisted team lead with control room, entering data for team, and anything else she may have needed. Was in the process of learning how to be a TL.
• Helped TL plan team builders.
• Helped with different projects, for example User Success Project and All Hands.
• Helped discover bugs with users websites.
• Assisted with billing and refunds using Wix tools.
• Helped users set up Automated emails for their clients.
• Assisted users with creating and setting up bookings for their site and how to manage them.
• Assisted users over the phone, email, and chats!
• Resetting passwords and unlocking accounts using Active Directory, resolving Citrix-related issues and supporting iOS and Android mobile devices as well as MacOS.
• experience in migrating files from SharePoint to OneDrive.
• Performed imaging, software and VPN troubleshooting and upgrades on Dell/HP laptops and desktops with Windows 10
• Providing level 2 support for issues via ServiceNow tickets for onsite users and home-based agents both in-person and remotely.
Technical Support
Trusource/ Everise- EERO - Austin, TX
September 2020 to April 2021
• Assist customer with Router setup
• Troubleshooting Wi-Fi networks
• Help customers open ports
• Create up reservations
• Help Change SSID and Passwords
• Assist with any account changes
• Work with pro installers with setting up in a customers home.
• Help put network in bridge mode
• Assist with connecting devices to network such as; computer, security systems, speakers, grills, etc.
• Assist customer with any question they may have etc.
• Performed imaging, software and VPN troubleshooting and upgrades on Dell/HP laptops and desktops with Windows 10
• Working with the fulfillment center to process orders and replacement and communicating with clients for shipment status and receipt of equipment.
• Diagnosed and resolved various hardware and software issues for 7,000+ end users via video calls, telephone, and remote support in a 24x7x365 enterprise environment. Frontline Cashier
SAM's Club - Round Rock, TX
April 2020 to September 2020
• Assist and answer any questions pertaining to the Club, memberships, credit cards, returns, etc.
• Assisted in bakery as needed
• Greet customers
• Performed receipts and baskets as needed
• Assisted in other areas as needed per management Technical Support/Sales
Protect America Inc - Round Rock, TX
October 2019 to April 2020
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Removed and replaced malfunctioning components to correct hardware problems.
• Increased sales by educating the customer on benefits of products and services in comparison to competitors.
• Collaborated w/ vendors to locate replacement components and resolve advanced problems.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Company shut down due to pandemic.
Legal Document Specialist, Alorica
General Motors - Austin, TX
February 2019 to October 2019
• Assisting the legal department w/ Final Repair Attempts (FRA) and Repurchase of vehicles that meet the requirements under the Lemon Law for their specific state.
• Built case assessments and negotiated w/ attorneys Personal Banker/Sales Associate
IBC Bank - Austin, TX
May 2018 to January 2019
• Assisted customers with any questions or concerns w/ their account.
• Assisted customers with opening/closing of new/current accounts.
• Promoted additional products offered by the bank
• Printed Debit Cards
• Assisted w/ handling phone calls, emails, faxes as needed Education
Bachelor's degree in Information Technology
Western Governors University
May 2023 to Present
High School Diploma
Ruston High School - Ruston, LA
August 2009 to May 2013
Skills
• Customer Service
• Call Center
• Sales
• Technical Support
• Caregiver
• Personal Banking
• Microsoft Office
• Network Support
• Desktop Support
• Troubleshooting
• LAN
• Help Desk
• Typing (10+ years)
• Data Entry (3 years)
• Computer Hardware
• Databases
• Zendesk
• WAN
• DHCP
• DNS
• Microsoft Excel
• Microsoft Word
• Microsoft Windows
• Remote Access Software
• Jira
• Firewall
• Operating systems
• SEO
• Web design
• Website maintenance
• Website management
• Team management
• Email marketing
• Work from home (2 years)
• TCP/IP (1 year)
• Active Directory
Certifications and Licenses
Google IT Support certification
June 2023 to Present
Technical Support Fundamentals
The Bits and Bytes of Computer Networking
Operating Systems and You: Becoming a Power User
System Administration and IT Infrastructure Services IT Security: Defense against the digital dark arts
Contact this candidate