It Support Technician

Shakiyla Riggins

678-***-**** ********.*********@******.***

PROFESSIONAL SUMMARY

Army Veteran and 10 years as a results-oriented IT Support Engineer, Manager and System admin supporting 3000 users not including overseas at Fiserv and 800 users at Firstkey Homes. Possesses comprehensive technical expertise and excel in troubleshooting and customer relationships. Efficient in utilizing Active Directory/Azure for all Device, software, and user management. Efficient in multiple ticketing systems on both the user and admin side for ticket monitoring, data analysis, and workflow optimization to consistently ensure exceptional customer satisfaction and operational efficiency. Proficient in all Windows and MAC operating systems. Leverage multiple systems to optimize account setup, access provisioning, and security protocols during user onboarding and offboarding, all while adhering to user management, security practices, and IT compliance. Expertise in software license distribution significantly enhancing user accessibility and drives heightened productivity across organizations consisting of over 3K employees.

CERTIFICATIONS

Zendesk Support for Agents Zendesk

Higher Education:

Alabama State University: - Psychology August 2009-Continuing Education

Software: Zendesk, Office 365, Office 365 Admin, Adobe, ConnectWise, Service Now, Jira, Manage engine

Processes: Imaging, SOP help center and documentation creation

Operation Systems: Mac all operating systems; Windows all Operating systems

SKILLS

Active Directory VMware vSphere Help Desk Management IT Project Management System Administration Customer Service Specialists Azure O365 Hardware & Software Installation SOP Documentation Creation

KEY CONTRIBUTIONS

Technical Troubleshooting

Addressed hardware and software issues on diverse devices such as Dell, HP, and Mac laptops contributing to enhanced user experience of over 3K employees through effective problem resolution

Administrative Support

Extensive office management experience with QuickBooks administrative Support and also project, and file management.

Desktop Support

Supported and resolved issues for over 200 software applications for desktops, resulting in a 98% reduction in downtime and significantly improving productivity demonstrating strong technical support capabilities

IT Management

Strong leadership and communication skills, with the ability to collaborate effectively with cross-functional teams and senior executives while managing 3 direct reports.

SHAKIYLA RIGGINS, PG. 2

PROFESSIONAL EXPERIENCE

Site Support Technician October 2024 – Now

Morganite Advanced Materials Greenville, SC

Only On-site Support for manufacturing company completing all imaging, offboarding, onboarding and technical support across assigned building and two others.

Experience in troubleshooting manufacturing Zebra printers, Richo printers and other peripherals

Properly log all tickets in Fresh service ticketing system

Zendesk Admin October 2022 – July 2023

Firstkey Homes Marietta, GA

Completed support operations for a user base of over 800 employees, ensuring the effectiveness of customer support workflows and enhancing user interactions through streamlined processes

Collaborated cross-functionally to define streamlined processes, establish key performance indicators, and assess customer satisfaction metrics, leading to the identification and resolution of challenges for improved service

Designed and executed a comprehensive knowledge base and user-friendly Help Center, empowering over 800 users with readily accessible information and reducing unnecessary support inquiries

IT Support Engineer September 2021 – October 2022

Firstkey Homes Marietta, GA

Managed the onboarding and offboarding processes for over 100 users, ensuring a smooth transition into and out of the company’s technology environment

Delivered advanced hardware and software technical assistance to end-user based of 800, leveraging Microsoft Office 365 Admin, Adobe, Active Directory, Azure, and adept troubleshooting to ensure optimal outcomes utilizing IT catalog

Directed and supervised pivotal IT projects, ensuring flawless execution making substantial contributions to heightened operational efficiency within the organization

Paya

IT Manager Atlanta, GA September 2020 – September 2021

Created device profiling for all departments depending upon their technical needs

Managed 3 direct reports

Managed and completed O365 tenant integration during a company acquisition

Conducted weekly meetings with direct reports

Managed all IT projects including overnight patching and made sure all projects were completed on-time and efficiently

Created and managed Standard operating procedures for department

Completed all training and provided all training materials

Desktop Support Analysts II September 2014 – September 2020

First Data Atlanta, GA

Leveraged Active Directory, Office 365, and Azure to troubleshoot issues, efficiently manage end-users, and oversee device operations, resulting in a streamlined system functionality and enhanced user experiences

Managed company device refresh of over 1000 users of Windows and Mac Devices

Maintained written contract deliverables

Utilized Azure Active Directory for IT support, account and device management

Assisted with MAC and Executive support

Army National Guard Veteran December 2011 -March 2020

74 Delta - Chemical Specialists

Contact this candidate