Customer Service It Support

Nicolle Walters

Houston, TX 281-***-**** ****************@*****.*** www.linkedin.com/in/nicollewalters Emerging Tech Professional

Detail-oriented, analytical, and results-driven technical professional with hands-on experience in behavioral analysis, education, and customer service. Adept at problem-solving, technical support, and translating data into actionable insights. Recently completed a tech training program and gained hands-on experience with industry tools like Python, SQL, and data visualization software. Preparing for CompTIA A+ to deepen technical expertise. Eager to transition into the tech industry, leveraging analytical skills to drive impactful projects in IT support and data analysis.

SKILLS

● Technical Skills & Programming Languages: Microsoft, Cisco, AWS, Python, SQL.

● Data Visualization & Analysis Tools & Libraries: Tableau, MS Excel, Pandas, NumPy, Matplotlib.

● Machine Learning Libraries & Techniques: Regression, Classification.

● Problem-Solving Skills: Patient and empathetic in addressing stakeholder concerns, skilled at finding efficient solutions.

● Communication Skills: Clear and professional communication, active listening, and concise responses.

● Teamwork & Collaboration: Collaborates effectively to achieve team goals and fosters a positive team environment.

● Adaptability & Learning Agility: Flexible in adapting to diverse customer needs, eager to learn, and improve.

● Time Management & Organization: Manages tasks, consistently meeting response times with efficiency and precision.

● Customer Service: Dedicated to exceptional service and strives to exceed customer expectations.

● Continuous Improvement: Actively seeks feedback and implements strategies to enhance customer satisfaction. CERTIFICATIONS

CompTIA, IT Fundamentals+ (ITF+)04/2025

Google, IT Support Certificate 03/2025

Google, Data Analytics Certificate 05/2025

CompTIA, A+In Progress, Expected - 08/2025

EDUCATION & TRAINING

Technical Fundamentals Npower Houston, TX 03/2025 - 06/2025

● Participated in a 20-wk instructor-led training program, earning industry certifications and receiving mentorship from senior-level IT professionals. Engaged in employment readiness workshops and received personal development support. Data Science & Business Analytics Post Graduate Program The University of Texas at Austin & Great Learning Austin, TX 2024

● Enrolled in the Post Graduate Program, gaining hands-on experience with industry tools, working on real-world projects, and receiving mentorship from industry experts. Developing expertise in data analysis, machine learning, and business decision-making. Bachelor of Arts, English and Business Management University of Texas at Austin Austin, TX 2020 PROFESSIONAL EXPERIENCE

Registered Behavior Technician, Action Behavior Center Houston, TX 08/2024 - Present

● Implemented Applied Behavior Analysis (ABA) interventions to support students with behavioral and developmental challenges.

● Collected and analyzed behavioral data to track progress and adjust intervention plans as needed.

● Collaborated with Board Certified Behavior Analysts (BCBAs), educators, and parents to develop and implement individualized behavior intervention plans.

● Utilized positive reinforcement techniques to encourage appropriate behaviors and improve student engagement.

● Assisted in training students on social skills, emotional regulation, and academic engagement strategies to support success in school and daily life.

● Maintained accurate electronic records and ensured secure data handling using internal platforms and software tools.

● Collaborated cross-functionally to troubleshoot client-facing issues and resolve communication gaps with stakeholders. KEY ACCOMPLISHMENTS:

● Collected and analyzed behavioral data, contributing to individualized treatment plans that improved client progress by 20%.

● Conducted over 80 therapy sessions per month, utilizing evidence-based interventions to enhance skill development and behavioral outcomes.

● Collaborated with multidisciplinary teams, ensuring accurate data reporting and intervention adjustments that increased client goal attainment by 30%.

Page 1 Nicolle Walters 281-***-**** ****************@*****.*** Nicolle Walters

Houston, TX 281-***-**** ****************@*****.*** www.linkedin.com/in/nicollewalters FEATURED PROJECTS

FoodHub: Analyzed customer preferences, restaurant performance, and delivery efficiency to help FoodHub and partners make data-driven strategic decisions.

KEY ACCOMPLISHMENTS:

● Identified a 30% higher weekend order volume, informing staffing/resource allocation.

● Found a strong negative correlation between delivery time and customer ratings, leading to a 25% delivery time reduction. SUPPORT SKILLS APPLIED:

● Used SQL and Python to retrieve, clean, and analyze large datasets, simulating data management tasks in helpdesk systems. Created clear, easy-to-understand dashboards and reports—a key tech support skill when translating technical information to non-technical users.

● Practiced collaboration and documentation, organizing findings for cross-functional stakeholders and suggesting actionable process improvements.

E-News Express: Conducted an A/B test to assess the impact of a new landing page on user engagement and conversions. KEY ACCOMPLISHMENTS:

● Found users spent 30% more time on the new page.

● Confirmed statistical significance at the 5% level. SUPPORT SKILLS APPLIED:

● Troubleshot user behavior anomalies and tested variables in a controlled environment, much like diagnosing and resolving user system issues.

● Practiced data integrity validation, ensuring accurate experiment setup and measurements.

● Delivered results to non-technical stakeholders with professional communication and clear documentation. Dynamic Pricing Strategy for Used and Refurbished Devices: Developed a linear regression model to predict prices for used/refurbished devices, supporting a dynamic pricing strategy.

KEY ACCOMPLISHMENTS:

● Coordinated project tasks and adhered to standards and regulations.

● Analyzed and corrected inconsistencies in engineering data. SUPPORT SKILLS APPLIED:

● Applied analytical troubleshooting to clean and correct corrupted or inconsistent data—a key skill when resolving tech support tickets.

● Demonstrated attention to detail and compliance, ensuring procedures aligned with guidelines.

● Translated complex findings into actionable business recommendations, mirroring the kind of end-user support and documentation needed in IT roles.

ADDITIONAL EXPERIENCE

English III/IV Teacher (Data-Driven Instructional Lead), Pasadena Independent School District Houston, TX 08/2021 - 01/2024

● Developed and delivered engaging lesson plans for 11th and 12th-grade English classes, aligning with state standards and educational objectives.

● Spearheaded the design and implementation of a personalized learning curriculum for English III, tailoring instructional materials to diverse learning needs.

● Implemented innovative teaching methods and integrated technology tools to enhance student engagement and facilitate interactive learning.

● Analyzed student performance data to inform instructional decisions and adjust lesson plans to address learning gaps.

● Established a culturally responsive and inclusive classroom, incorporating diverse literature and perspectives.

● Conducted parent-teacher conferences to discuss student progress and collaboratively develop strategies for improvement. KEY ACCOMPLISHMENTS:

● Conducted monthly data assessments, leading to a 15% reduction in project completion time by tailoring insights to specific stakeholder needs.

● Led 20+ stakeholder meetings, resulting in the implementation of key strategies that increase process efficiency by 25%.

● Spearheaded the design and implementation of personalized data analysis solutions, tailoring reports and dashboards to meet diverse business needs.

COMMUNITY INVOLVEMENT

Member, SheIgnite Society Houston, TX 2025 - Present Page 2 Nicolle Walters 281-***-**** ****************@*****.***

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