Shalaressa Mattox Johnson

San Antonio, TX *****

adyye9@r.postjobfree.com

+1-737-***-****

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