Technical Support It Specialist

Remone Beason

***** ******** ****, *******, ** • 407-***-**** • ******.******@*****.***

Technical Support & IT Specialist

Innovative technical support professional with 20+ years of experience specializing in IT solutions, system migrations, and client training. Adept at troubleshooting complex issues, analyzing data, and leading projects that drive efficiency and customer satisfaction. Successfully increased client satisfaction by 90% within 6 months and enhanced cybersecurity awareness by 75% in 3 months.

Professional Experience

Truist Remote 03/2020 – 10/2024

Customer Engagement Technical Specialist

Spearheaded financial data migration projects, ensuring seamless transitions with minimal disruption.

Provided technical troubleshooting for data integrity issues, swiftly resolving migration challenges.

Managed multiple high-value migration projects, collaborating across teams to meet deadlines.

Designed and led training sessions, equipping clients with knowledge to navigate new systems effectively.

Developed process improvement strategies, optimizing efficiency and boosting client satisfaction.

Created and maintained technical documentation, ensuring consistent knowledge sharing.

Strengthened customer engagement, improving communication strategies and response times.

Implemented remote technical support solutions, increasing resolution efficiency by 35% within 3 months.

Key Achievements: Improved service level compliance by 30% within 3 months through enhanced helpdesk processes. Identified inefficiencies and implemented solutions, resulting in a 90% increase in client satisfaction in 6 months. Reacted swiftly to escalations, improving issue resolution efficiency by 25% in 3 months.

City of Lake Mary IT Lake Mary, FL 09/2019 – 03/2020

IT & Cybersecurity Specialist

Managed network infrastructure, ensuring operational efficiency across routers, switches, and firewalls.

Provided technical support, troubleshooting hardware/software issues for city employees.

Conducted system maintenance, performing updates to improve security and performance.

Implemented cybersecurity measures, safeguarding municipal data from potential threats.

Developed training programs, increasing employee cybersecurity awareness by 75% in 3 months.

Key Achievements: Enhanced ticketing processes, improving resolution efficiency by 50% in 3 months. Integrated ServiceNow for data management, reducing errors and improving database administration.

Paylocity Lake Mary, FL 08/2015 – 09/2019

Senior Technical Support II

Provided advanced troubleshooting for payroll, tax integrations, and HR software systems.

Led client training, improving customer proficiency and reducing recurring issues.

Managed ticketing systems, reducing response time by 25% in 3 months.

Created knowledge base materials, streamlining support for common technical inquiries.

Key Achievements: Boosted satisfaction scores by 90% in 3 months through clear, effective communication. Achieved top-tier performance within 3 months by delivering expert-level technical support.

Ellucian Technology Orlando, FL 05/2014 – 08/2015

IT Support Specialist II

Provided enterprise-level support, troubleshooting system configurations and software issues.

Developed and updated knowledge base documentation, improving user adoption rates.

Led client training initiatives, ensuring smooth system transitions and proficiency.

Key Achievements: Increased user satisfaction by 30% in 3 months through improved technical support processes.

Apple Orlando, FL 03/2011 – 04/2014

Technical Support Specialist II

Delivered cross-platform technical support in a fast-paced environment.

Diagnosed and resolved hardware, software, and network issues across Apple devices.

Strengthened customer relationships, improving satisfaction and brand loyalty.

Key Achievements: Achieved a 95% resolution rate for client issues within 24 hours.

JPM Chase Lake Mary, FL 06/2006 – 02/2011

Client Financial Specialist

Provided exceptional customer support, resolving high-value credit card issues efficiently.

Assisted customers with account management, including transactions, balances, and updates.

Delivered clear explanations of banking policies, enhancing client understanding of account activities.

Troubleshot and resolved credit and account service inquiries, ensuring seamless user experiences.

Led transaction resolution efforts, fostering collaboration across teams for improved service delivery.

Key Achievements: Achieved a 95% resolution rate for escalated financial inquiries within 24 hours. Improved issue resolution efficiency by 25% in 3 months, leading to stronger client satisfaction. Strengthened customer trust and loyalty through personalized financial solutions.

Key Projects & Leadership

Truist OneView Integration (2023–2024)

Provided technical expertise in integrating a digital banking platform for commercial clients.

Enhanced system authentication and troubleshooting for improved usability.

Cloud Migration (2023)

Managed data integrity and security while supporting multicloud transition initiatives.

Troubleshot migration-related issues, ensuring seamless adoption.

CRM Integration (2020–2023)

Consolidated customer interaction data, improving service personalization.

Delivered technical support and training to internal teams for smooth CRM adoption.

Group Coordinator – Transitions Team (2022–2023)

Oversaw key transition projects, ensuring successful financial data migration.

Led stakeholder communication, improving issue resolution and cross-team collaboration.

Conducted training for clients and internal teams, strengthening system adoption.

Education & Certifications

Strayer University WRK100 – Preparing for the Future of Work

Developed professional competencies for strategic career advancement.

Daytona State College Dual Enrollment Program

Completed High School Diploma while gaining college credit towards IT Major

Completed advanced coursework in technical and analytical fields.

Skills & Technical Expertise

Data Migration & Mapping Cloud Computing Cybersecurity & Risk Management

SQL & Database Administration Process Optimization Cross-Team Collaboration

Project Management Technical Troubleshooting Stakeholder Communication

Business Intelligence & Analytics ERP & Fintech Solutions

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