IT Support & Customer Service Specialist

Brianna Moore

Statesville, NC 980-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Customer service and IT support professional with 8+ years of experience supporting users in remote, retail, and service

environments. Skilled in remote desktop troubleshooting, VPN and VDI access, network connectivity, and full work-from-home setups. Known for critical thinking, fast learning, clear communication, and accuracy while managing high-volume technical and customer-facing interactions.

CORE SKILLS

• Remote IT Support & Troubleshooting

• Remote Desktop Access (Multiple Controllers & VDI)

• VPN & Virtual Work-From-Home Setup

• Access Points & Network Connectivity (Signal, GHz, Reboots)

• Hardware & Software Support

• Ticketing Systems & Documentation

• Microsoft Excel (Intermediate)

• Microsoft Teams Collaboration

• Critical Thinking & Rapid Problem Solving

• Customer Service & De-Escalation

PROFESSIONAL EXPERIENCE

Velocity Solutions – IT Support & Customer Service Specialist (Remote) Jan 2023 – Present

• Provide remote technical support using multiple controllers and VDI ports to access user desktops.

• Troubleshoot operating systems, software, login access, VPN connectivity, and virtual desktop environments.

• Support work-from-home configurations including VPN, VDI, headsets, peripherals, and multi-monitor setups.

• Resolve network and access point issues including reboots, signal strength, and GHz exposure considerations.

• Document cases accurately in ticketing systems and collaborate via Microsoft Teams.

• Meet productivity, quality, and customer satisfaction metrics in a fully remote environment.

Gateway Academy – Lead Teacher Assistant May 2019 – Jan 2023

• Maintained student records, attendance, and compliance documentation.

• Supported lesson preparation and daily classroom operations.

• Provided consistent customer service to parents and families.

• Assisted with enrollment events and program support.

Food Lion – Senior Customer Service Representative / Lead Cashier Feb 2016 – May 2019

• Supervised front-end operations and staff coverage.

• Managed cash handling, safe balancing, and daily reports.

• Resolved escalated customer concerns and trained new employees.

EDUCATION

High School Diploma – Penn Foster High School

College Coursework: Child Psychology

Early Childhood Education Credential Program

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