Technical Support Customer Service

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Charity Stevens

Georgetown, TX ***** +1-832-***-**** *******.*******@*.********.***

WWW: https://www.linkedin.com/in/charity-stevens/

Professional Summary

Experienced IT professional with 10 years in technical support and troubleshooting for macOS, Windows, and peripherals for over 1000 corporate employees. Specialized in Office 365, Outlook, Windows, onboarding, imaging, Workspace One, JAMF, internal enterprise tools, and mentoring. Recognized for providing exceptional support at The Home Depot as well as Apple Inc.

Technical Skills

• MacOS

• Windows

• IOS

• Android

• TCP/IP

• DHCP

• DNS

• VPN/ GlobalProtect

• SSO’s

• Active Directory

• Workspace One

• JAMF

• CrowdStrike

• Customer Service

• Conference rooms

• Cisco

• Zoom

• Azure

• Tablets, phones, laptops, desktops

• Remote Management Software (Bomgar)

• Microsoft Office Suite (outlook, word, PowerPoint, excel)

• ServiceNow / ZenDesk

• Onboarding/Offboarding

• VMWare

• Confluence

• Imaging/reimaging

• Technical Support

• Remote Support

• Incident Management

• Problem Resolution

• Slack

• In house client support

• MS Teams

Work Experience

LEVEL 3 PRODUCT SUPPORT SPECIALIST 2018-2024

The Home Depot

• Provided advanced technical support (tier 3) for macOS, Windows PCs, and mobile devices used by corporate employees

• Managed conference rooms within the company for zoom meetings/ Teams meetings as well as All Hands.

• Made sure video and sound were working prior to each meeting when needed with Cisco.

• Specialized in windows support, Mac support, outlook, Office365, onboarding/offboarding, reimaging, JAMF, VPN, Slack, Microsoft Office Suite, and other enterprise applications.

• Recognized as the 'go-to' resource for troubleshooting and resolving both Mac OS and Windows environments.

• Mentored and trained team members, fostering a collaborative work environment

• Researched and resolved technical issues, ensuring smooth operations and minimal downtime

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• Utilized remote management tools like Bomgar to provide seamless support

• Excellent customer support, team involvement and mentors, supporting 1000’s of corporate employees.

• Experienced in the ServiceNow ticketing System

TIER 2 TECHNICAL SUPPORT ADVISOR 2014-2018

Apple Inc

• Delivered expert-level support for macOS and iOS devices, including troubleshooting and resolving complex technical issues

• Managed supervisor escalations, providing quick resolutions and maintaining high customer satisfaction

• Trained and mentored Tier 1 advisors, empowering them to handle escalated issues independently

• Documented solutions and tracked incidents via ServiceNow, improving knowledge base INTERNET HELP DESK AGENT 2011-2014

Telenetwork

• Provided IT support for internet, email, and Wi-Fi connectivity issues, ensuring a high rate of first-call resolutions

• Created and tracked repair tickets, working with technicians to resolve service issues CUSTOMER SUPPORT REPRESENTATIVE 2010 - 2011

Blizzard Entertainment

• Responded to customer inquiries via phone, email, and chat, resolving issues related to accounts, in-game inventories, and technical support

• Delivered exceptional customer service and ensured quick, effective issue resolution Education

Austin Community College District - College

Pursuing Cyber Security degree during off hours

References

References available upon request.

Contact this candidate