Customer Service It Support

Ciara McCoy

850-***-**** *********@*****.*** Tallahassee, FL

PROFESSIONAL SUMMARY

Motivated and detail-oriented IT Support Specialist with a background in troubleshooting, system analysis, insurance and customer service. Skilled in diagnosing hardware and software issues, managing data systems, and ensuring seamless end-user experiences. Proven ability to handle sensitive information and deliver timely, accurate solutions in high-pressure environments. Thrives in fast-paced, deadline-driven settings while ensuring compliance with industry standards.

SKILLS

-Technical Support: Expertise in troubleshooting desktop hardware/software issues and peripheral devices, scanning documents.

-Diagnostic Tools: Proficient in using diagnostic tools to identify and resolve technical problems efficiently.

-Software Proficiency: Skilled in Microsoft Office Suite, SAP, Versa, OnBase, QuickBooks, and other data management systems.

-Customer Service: Adept at providing technical support to diverse users, ensuring a positive and productive experience.

-Compliance & Documentation: Experience with compliance standards including FINRA, FINCEN, and regulatory reporting.

-Data Management: Strong ability to process and manage large datasets using internal/external databases.

PROFESSIONAL EXPERIENCE

Quality Control Reviewer March 2024-June 2024

-Completed GIS review, analyzed and reconciled documents for FEMA funded programs

-Created and maintained compliance data, utilized job aides and standard operating procedures for remote work with minimal supervision.

-Performed data analysis and case management for LA Fires including QA/QC review of debris removal application.

Titan Technologies – Help Desk Coordinator II 2024 – 2025

-Provide Tier 1 Technical and Customer Service Support to end-users, troubleshooting hardware/software issues and browser navigation.

-Address incidents and respond to users via phone, chat, and email, ensuring accurate documentation in the ticket-tracking system.

-Escalate unresolved issues to appropriate service groups while maintaining customer satisfaction.

-Follow up with clients to confirm resolution satisfaction and conduct routine performance checks.

-Train new Help Desk Coordinators and reference knowledgebase articles to enhance problem-solving efficiency.

-Adhere to established customer, company, and departmental policies while meeting internal performance targets.

Florida Insurance Guaranty – Admin Assistant/Claims CSR 2023 – 2024

- Provided first-level support by troubleshooting user issues related to data management and reporting systems.

-Processed, scanned, and indexed critical insurance documents, ensuring data integrity and compliance.

-Utilized research claim system for Department of Financial services for policy and claims information used Imagewright, Versa, Onbase, Docusign, Caseglide and Sidequest databases.

-Rapidly mastered various computer programs and data management systems, improving overall office productivity.

-Processed incoming mail, utilized data management system for vendor payments and accounts payable and accounts receivables reconciliation.

Citizens Insurance – Claims CSR 2022

- Delivered high-quality customer support by resolving technical issues related to claims management software.

-Assisted end-users in navigating internal databases, reducing claim processing time.

Amazon – Customer Success Specialist II 2016 – 2023

-Diagnosed and resolved customer issues involving account access, software navigation, and system updates.

-Maintained high customer satisfaction by troubleshooting and resolving hardware and software concerns in real-time.

Apple, Inc. – Apple Support Technician 2015 – 2016

- Provided expert technical support for Apple products, including troubleshooting system updates and resolving customer inquiries.

-Scheduled in-store repair appointments, ensuring seamless customer experience.

-Sold AppleCare products, effectively communicating benefits and features to enhance customer satisfaction and device protection.

-Delivered exceptional customer service through phone interactions, contributing to high customer satisfaction ratings.

Global Transport – Finance Manager 2014 – 2018

- Led system updates for financial reporting software, ensuring smooth transitions with minimal downtime.

-Implemented automated processes to improve data accuracy and system functionality.

EDUCATION

-University of Phoenix – Call Center Team Lead Certificate, HR Assistant Certificate, Accounts Payable/Receivable Certificate (2023)

- eCornell University – Entrepreneurship Certificate (2022)

- Tallahassee Community College – Certified Credit Counselor (2021)

- Bethune Cookman University – Business Administration (2008)

CERTIFICATIONS

-QuickBooks Online Certified (2022)

-Licensed Property and Casualty claim Adjuster

-CompTIA A+ My IT Future Institute, Orlando, FL 2024 – Certification Pending

-CompTIA Network+ My IT Future Institute, Orlando, FL 2024 – Certification Pending

-CompTIA Security+ My IT Future Institute, Orlando, FL 2024 – Certification Pending

CompTIA CYSA+ My IT Future Institute, Orlando, FL 2024 – Certification Pending

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