It Support Specialist

Toinnette Winston

***********@*****.*** https://www.linkedin.com/in/toinnette-winston-3b0b3439

IT Support Specialist Cybersecurity Enthusiast Customer-Focused Problem Solver

IT Support Specialist with a strong foundation in troubleshooting, systems support, and end-user assistance. Proven experience supporting enterprise systems, managing accounts in Active Directory, and documenting tickets in ServiceNow. Currently expanding into cybersecurity through hands-on certification programs focused on threat detection, ransomware, and cloud security. Known for quick problem resolution, strong communication, and always putting users first.

Technical Skills

Windows 10 Citrix ServiceNow Active Directory Salesforce QuickBooks Online RingCentral Avaya VoIP ZenApp Cloud Monitor AMS MFA Setup Cybersecurity Fundamentals Threat Detection Network Troubleshooting

Professional Experience

Access Management Representative

ATI Physical Therapy — Mar 2024 – Aug 2024

- Scheduled and managed patient appointments via RingCentral VoIP system

- Maintained records in a Citrix/Windows environment following HIPAA standards

- Entered and updated patient intake data accurately and efficiently

Help Desk Technician

Kforce Inc / Williams-Sonoma — Jun 2022 – May 2023

- Resolved employee issues related to Citrix environment, login credentials, and sound problems

- Logged and tracked issues using ServiceNow ticketing system

- Used Active Directory to reset passwords and manage user accounts

- Tools: ZenApp, Cloud Monitor, AMS, Avaya

Customer Service Representative

eTeam — Sep 2021 – Mar 2022

- Supported clients applying for unemployment benefits

- Guided users through document uploads and identity verification

- Documented support activity in ServiceNow on Windows systems

Customer Service Representative

Express Scripts by Evernorth — Mar 2020 – Sep 2021

- Assisted members with prescription benefits via Avaya VoIP

- Explained insurance coverage and copays

- Provided options for home delivery vs. retail pharmacy pick-up

Technical Support Advisor

Concentrix — Aug 2019 – Dec 2019

- Supported QuickBooks Online customers with billing and software navigation

- Used remote tools to troubleshoot client systems

- Documented interactions in Salesforce

Internet and Phone Repair Coordinator

Charter Communications — Mar 2017 – Dec 2018

- Resolved Tier 1 issues related to internet and phone service

- Provided installation assistance and troubleshooting via VoIP

Education & Certifications

Per Scholas – IT Support Program

Dec 2024 – Mar 2025

- 330-hour intensive training focused on IT fundamentals and support skills

- CompTIA A+ (Completed)

- Google IT Support Certificate (Completed)

- Google Cybersecurity Certificate (In Progress)

- Google Cloud Security Certificate (In Progress)

Projects

SOHO Network Setup

- Designed and configured a Small Office/Home Office (SOHO) network with secure access controls and basic firewall rules

PC Build and Hardware Installation

- Completed full computer assembly from component selection to OS installation

Cybersecurity Labs

- Identified and analyzed threats such as Denial-of-Service (DoS), Man-in-the-Middle (MITM), ransomware, and phishing attacks

- Practiced detection and prevention techniques in simulated environments

References available upon request

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