Technical Support Help Desk

Donna Jean White

Locust Grove, GA ***** • 678-***-**** • ***********@*****.***

Professional Summary

Detail-oriented IT Support Specialist with over 12 years of hands-on experience in technical support, troubleshooting, and service management across enterprise environments. Adept at resolving hardware, software, and networking issues, while ensuring system uptime and performance. Strong background in customer service, help desk leadership, and issue resolution within SLA timelines. Skilled in ServiceNow, Oracle, remote desktop tools, and Windows environments.

Core Competencies

IT Help Desk Management

ServiceNow & Ticketing Systems

Remote Desktop Support

Hardware & Software Troubleshooting

Windows OS & Active Directory

VPN & Connectivity Issues

Technical Documentation

SLA Compliance & Escalation Handling

Customer Service Excellence

Network Troubleshooting (LAN/WAN)

Professional Experience

IT Support Analyst State Farm – Locust Grove, GA Aug 2021 – Present

Provided Tier 1 and Tier 2 technical support to employees and customers via phone and ticketing system (ServiceNow).

Diagnosed and resolved software, hardware, and network issues related to Windows-based systems.

Worked closely with claims and investigation teams to ensure IT systems supported daily operations efficiently.

Trained staff on technology tools, new applications, and troubleshooting steps.

Maintained compliance with IT service protocols and data privacy standards.

Escalated unresolved issues to appropriate teams and tracked resolution timelines.

Technical Support Specialist McKesson – Fort Worth, TX Aug 2018 – Aug 2021

Supported internal staff with IT requests including system access, login issues, and application support.

Managed technical escalations for national retail clients and resolved issues across ordering and reporting platforms.

Utilized remote desktop tools to assist with system errors and performance issues.

• Maintained high first-call resolution rate through root cause analysis and proactive troubleshooting.

IT Project Support Coordinator SAPA Extrusions – Gainesville, GA Aug 2016 – Oct 2017

Assisted engineering and sales teams with internal system access, report generation, and ticket resolution.

Supported implementation of new planning and documentation software tools.

Worked cross-functionally to resolve printer, network, and email-related issues for project stakeholders.

Wireless Support Team Lead Cox Automotive – Dunwoody, GA Oct 2015 – Aug 2016

Led helpdesk team managing wireless device provisioning and troubleshooting across the enterprise.

Monitored and resolved incidents using ServiceNow, ensuring adherence to SLA targets.

Delivered VIP support for executives, including on-site wireless and connectivity issue resolution.

Generated weekly performance reports and improved team’s average resolution time by 20%.

Education

Bachelor of Science in Information Technology – Purdue University Global – In Progress

CompTIA A+ Certification (Hardware & Software Technologies) – Awarded Oct 2003

Flight Attendant Certificate – U.S. Department of Transportation – Completed Feb 2018

Technical Skills

ServiceNow, Oracle, SharePoint

Remote Support Tools (VNC, RDP)

Microsoft Office Suite

JDA POS Systems

Active Directory

Windows OS, Printers, VPN, LAN/WAN Troubleshooting

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