Technical Support Customer Service/ Technical Support Specialist

TEIDRA SCOLLARD

Woodstock, GA ***** 470-***-**** *************@*******.***

PROFESSIONAL SUMMARY

Highly skilled and results-driven IT professional with proven experience in technical support, network diagnostics, system configuration, and troubleshooting. Adept at managing cloud-based systems, providing remote support, and ensuring secure, high-performance network environments. Known for excellent problem-solving abilities and a proactive approach to streamlining IT operations and enhancing organizational productivity. Strong communicator with a focus on customer service, team collaboration, and continuous improvement. KEY SKILLS & COMPETENCIES

● Network Diagnostics Technical Troubleshooting

● Server Management System Configuration

● Cloud Computing & Cybersecurity

● Application Support User Guidance

● RMM Software Management Technical Support

● Client Communication Process Optimization

● Microsoft 365 & AWS Cloud Google Workspace Support PROFESSIONAL EXPERIENCE

Freelance IT Consultant

Present

● Deliver end-to-end IT services to clients via Upwork, including server provisioning, network setup, and RMM-based support.

● Specialize in cybersecurity best practices and provide ongoing IT education for small businesses.

● Design and implement cloud-based solutions using AWS and Microsoft 365 for improved scalability and security.

Geek Girl Tech Freelance IT Specialist

2021 - Present

● Provided remote technical support to healthcare organizations, ensuring HIPAA compliance and secure access management using JumpCloud and Duo.

● Developed technical manuals and conducted user training for small business clients on Google Workspaces and cybersecurity tools like SentinelOne.

● Conducted vulnerability assessments and educated clients on proactive cybersecurity measures.

Network Admin & Tech Support Specialist LAW TECHNOLOGIES November 2021 - June 2024 (Remote)

● Administered cloud-based cybersecurity training platform and spearheaded email phishing simulations.

● Supported company-wide system optimization and cost-cutting strategies, focusing on network configuration and server management.

● Managed 2016/2019 Microsoft Server environments, Active Directory, and Group Policy Objects (GPO).

● Delivered exceptional user support, translating complex technical issues into accessible solutions for non-technical clients.

Fraud Investigator BBVA BANK

April 2021 - August 2021 (Remote)

● Conducted in-depth fraud investigations, analyzing customer behavior and transactional data to detect anomalies.

● Collaborated with internal teams to resolve fraud cases and develop data-driven prevention strategies.

● Communicated directly with customers to alert them about potential fraud, minimizing impacts and ensuring compliance with security protocols. Help Desk Analyst BLACKBOARD INC

August 2020 - February 2021 (Remote)

● Managed user requests for account unlocks, password resets, and course access issues.

● Delivered quick, effective solutions in high-volume environments, consistently maintaining low call times.

● Utilized ticketing systems to document and resolve technical issues, ensuring seamless user experiences.

EDUCATION & CERTIFICATIONS

● AWS Cloud Quest: Cloud Practitioner July 2023

● Microsoft 365 Certified: Fundamentals December 2022

● CompTIA IT Fundamentals (ITF+) September 2022

● Information Technology, SNHU Expected December 2025 ADDITIONAL INFORMATION

● Available for remote opportunities.

● References available upon request.

Contact this candidate