Remote Customer Support Specialist with IT Flair

Diamond Mallory

Washington, DC Metropolitan Area

804-***-**** *****************@*****.***

Old Dominion University:

Expected Graduation Date: January 2028

I am a highly analytical and detail-oriented IT professional with a strong background in IT troubleshooting, networking, and technical documentation. I hold a CompTIA A+ certification and have a proven track record of supporting enterprise systems, managing technical documentation, training teams, and ensuring compliance. I am adept at problem-solving and customer-facing support in high-volume environments. My technical skills include IT support and troubleshooting, networking and security fundamentals, technical documentation, data entry and management systems, team collaboration up and training, and regulatory compliance. I am proficient in Microsoft Office Suite (Word, Excel, Access, Outlook), Microsoft SharePoint and Projects, Adobe Document Cloud, Google Workspace, and eTIMS.VPN, LAN/WAN, AWS, VMware,firewalls, antivirus and Service now.

I am seeking a position that aligns with my skills and interests. I am confident that my expertise and experience would make me a valuable asset to your organization. Skills

• Microsoft Office Suite: Word, Excel, Outlook, PowerPoint . Google Workspace:

• Data & Documentation: Adobe Acrobat, DocuSign, SharePoint, EHR/EMR systems, Microsoft Access

• CRM & Systems: Salesforce, Encompass (mortgage), Epic (medical), Zendesk

• Quality Assurance Tools: Jira, Confluence, Microsoft Teams, Smartsheet

• IT Support: Basic troubleshooting, software installations, account permissions (Active Directory)

• Data Analysis: Excel (PivotTables, VLOOKUP, Charts), Power BI (basic)

• Collaboration Tools: Zoom, Microsoft Teams, Slack

• File Management: OneDrive, Google Drive, FTP/SFTP Professional Experience

Document Specialist (Federal Contractor)Iron Mountain Corporation - Supporting Coast Guard Veterans, Suitland, MD

October 2024 - May 2025

- Organized and digitized sensitive veteran documentation in accordance with federal standards.

- Supported secure access control procedures for unbadged staff and visitors.

- Applied time management, data entry, and reasoning skills in document handling. Customer Service Guest Associate (Part-Time)

Target, Brandywine, MD

November 2023 - Present

- Assisted guests with product and technology-related inquiries.

- Maintained focus and adaptability across multiple shifts in a technology-enhanced retail environment.

- Demonstrated multitasking and customer engagement in a high-traffic environment. Mortgage Disclosure Analyst

Navy Federal Credit Union, Hagerstown, MD

November 2021 - September 2023

- Analyzed and processed financial documentation for mortgage disclosures.

- Ensured accurate data analysis, compliance checks, and timely reporting.

- Utilized tools for cost estimation, documentation control, and process accuracy. Trainer & Quality Assurance Specialist / Customer Service Representative Fiserv / First Data Corporation - Banking Support

January 2021 - November 2021

- Delivered training for banking software systems and onboarding.

- Provided Tier 1 customer support, including fraud detection and account updates.

- Authored detailed reports to enhance training outcomes and compliance. Achievements & Awards

Outstanding Achievement Award - Recognized for exceeding expectations and consistently delivering high performance in workplace roles.

References

Available upon request

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