Technical Support Human Resources

WINSTON-SALEM, US • ***********@*****.*** • 336-***-****

KEITH WATSON

PROFESSIONAL SUMMARY

Support Desk Level 1 professional with extensive experience in technical support and data analytics, adept at leveraging ITSM tools and SQL to ensure efficient incident resolution and insightful data analysis. Demonstrates a strong ability to collaborate across departments, enhancing system performance and user experience through innovative solutions. Aspires to utilize a blend of technical and leadership skills in a growth-focused environment to drive organizational success. EMPLOYMENT HISTORY

SUPPORT DESK LEVEL 1 Jun 2025 - Oct 2025

AssurX Technology Innovation Company

• Provided first-level technical support for enterprise applications and endpoint hardware

• Logged and tracked incidents using ITSM tools, ensuring timely resolution and documentation

• Escalated unresolved issues to appropriate teams and monitored progress

• Delivered excellent customer service while maintaining professionalism and confidentiality

• Communicated emerging support issues to management in a clear and timely manner

• Utilized Catsweb V6, V7, and V8 functionalities

•Created and managed web application user interfaces, frequently in conjunction with other teams, with an emphasis on security, scalability, and performance using Assurex system.

•Utilized SQL commands to handle texts, dates, and numerical data from various sources for analysis; filter, sort, and summarize data.

TALENT ACQUISITION PROJECT ASSISTANT ON THE HUMAN RESOURCE TEAM

Jun 2022 - Sep 2023

Womble Bond Dickinson Winston-Salem, NC

• Completed HR Data analytics projects in partnership with the Talent management operations manager

• Performed and assisted in research for Talent Management departmental projects

• Compiled information and recommendations for compliance regulation updates across regions as federal contractor regulations with the senior manager, Talent Relations

• Partnered with the compensation on pay equity analysis

• Worked cross-functionally to prepare for a successful implementation of the firm's new Human Resources Information System

• Assisted with portal set up for demographic data

• Collaborated with members of the firm's Client Development team including the Marketing director to create an impactful and appealing Talent Management communications strategy

• Shadowed multiple staff positions within the Talent management department and support multiple key projects across the department

• Was able to maintain a high level of confidentiality

• Committed to Womble Bond Dickinson’s core values

• Adhered to principles of honesty and high professional ethics WORK-STUDY INTERN Feb 2019 - May 2022

Livingstone College Salisbury, NC

• Sorted and filed documents which hold audit forms and Credit and Debit card payments within the college

• Inserted student records and payment plans utilizing Jenzabar Software

• Deliver mail from mail room in the Wall Center to the Business and Finance Department

•Used Microsoft Power BI to create, build, and manage interactive dashboards and reports that convert unprocessed data into useful business insights.Delivered exceptional customer support by addressing user inquiries and resolving issues promptly, fostering positive client relationships.

BUSINESS ANALYTICS DEPARTMENT

Coca-Cola Consolidated Inc. Charlotte, NC

• Utilized the Alteryx and Tableau software to compare store data to sales data to see which counties in North Carolina sales more of the company's product

• Redesigned and implemented user documentation for the company to exploit multiple phases of shifts in data EDUCATION

MASTER OF BUSINESS ADMINISTRATION (MBA)

Winston-Salem State University Winston-Salem, NC

BACHELOR OF SCIENCE IN COMPUTER INFORMATION SYSTEMS May 2022 Livingstone College Salisbury, NC

SKILLS

Leadership, Multi-Tasking, Computer Information Systems, Data Analytics, Project Management, C++, HTML, Network and Telecommunications.

ADDITIONAL INFORMATION

EXTRA-CURRICULAR ACTIVITIES

• Student Hall Council/Mr. Honors Hall 2019-2020

• Blue bear Ambassador

• Men’s Basketball

• Kappa Alpha Psi Fraternity Inc.

• Polemarch for Gamma Delta Chapter

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