Technical Support It

Safria Sylve

New Orleans, LA

******.*****@*****.*** 504-***-**** linkedin.com/in/safriasylve

Professional Summary

Results-driven IT professional with 3+ years of experience providing technical support, managing service desk operations, and assisting with IT project coordination. Skilled in troubleshooting hardware/software issues, improving workflows, and supporting cross-functional teams to deliver high-quality service. Proficient in Windows, macOS, networking, and remote support tools. Adept at applying Agile and Waterfall methodologies to ensure projects meet deadlines and business objectives. Professional Experience

Steele Your Heart Agency – New Orleans, LA

IT Support Specialist (06/2020 – 03/2023)

- Delivered Tier 1 technical support for 100+ users, troubleshooting hardware, software, email, and network issues.

- Improved response times by 20% by streamlining ticket triage and prioritization using remote desktop tools.

- Coordinated team meetings and provided user training on email systems, enhancing adoption and reducing repeat issues.

- Collected and analyzed performance metrics on email and network systems, providing actionable insights for leadership.

Information Technology Sector – New Orleans, LA

Executive Assistant / IT Support (12/2019 – 2020)

- Managed executive calendars, meetings, and travel arrangements while supporting IT needs for staff.

- Prepared and distributed technical reports, presentations, and documentation with high accuracy.

- Ensured security and confidentiality of sensitive documents and digital files.

- Coordinated cross-departmental meetings and conference logistics, improving team collaboration. Bible Baddies – Virtual

Host & Project Coordinator (08/2023 – Present)

- Founded and hosted a digital Bible study and podcast, growing online engagement and building a community of 200+ members.

- Researched and developed weekly curriculum and episodes, demonstrating strong project planning and content development.

- Interviewed and managed guest speakers, facilitating discussions that improved audience retention.

- Directed production, scheduling, and social media marketing efforts to expand reach and impact. Tech901 – Memphis, TN

Project Management Apprentice (10/2019 – 12/2019)

- Completed training in Agile and Waterfall project management methodologies.

- Learned fundamentals of IT project support, resource allocation, and stakeholder management.

- Assisted in IT project planning and execution, gaining hands-on experience in coordination and reporting.

Education

Delgado Community College – New Orleans, LA (05/2019) Associate of Arts in Mass Communication

Technical Skills

• Technical Support: Windows OS, macOS, Networking, Hardware Setup, Printer Setup, Mobile Device Support

• Tools: Microsoft Office Suite, Google Workspace, Remote Desktop, Trello, Ticketing Systems (e.g., ServiceNow, Jira)

• Project Management: Agile, Waterfall, Risk Management, Project Planning, Time Management, Stakeholder Engagement

• Service Desk Operations: Incident Management, Change Management, Vendor Management, Customer Service

• Soft Skills: Communication, Team Collaboration, Leadership, Training & Mentorship References

Available upon request

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