Technical Support & Customer Care Specialist
Resume:
Melissa Duncan
Russellville, AL
️ *******@*****.***
LinkedIn: www.linkedin.com/in/melissa-duncan-118a50293
Professional Summary
Detail-oriented Technical Support and Customer Care professional with hands-on experience supporting mobile devices, network connectivity, and customer account services in a high-volume call center environment. Currently contracted through OneSupport for C Spire Customer Care, providing frontline technical troubleshooting, account assistance, and secure customer verification. Background includes cybersecurity training, system diagnostics, and incident documentation, combined with strong communication skills and a proven ability to explain technical concepts to non-technical users. Seeking opportunities in IT Help Desk, Technical Support, or entry-level cybersecurity roles.
Core Skills
Technical & IT Support
iOS & Android Troubleshooting
Network Connectivity & Signal Diagnostics
Device Provisioning & Network Resets
Software Updates & Configuration
Hotspots, Routers & Connected Devices
Customer Support & Operations
Technical Customer Service
CRM & Ticketing Systems
Case Documentation & Resolution
Billing & Account Support
First-Call Resolution
Call Center Performance Metrics
Security & Systems Knowledge
Identity Verification & Account Security
Incident Documentation
Basic Network Analysis
Privacy & Data Protection Compliance
Professional Experience
Technical Support Customer Service Representative
OneSupport (C Spire Contract) – Customer Care
July 2025 – Present
Provide frontline technical support for C Spire customers, resolving issues related to mobile devices, internet services, hotspots, and account access.
Troubleshoot iOS and Android devices using structured diagnostics, including network resets, signal checks, provisioning verification, and software updates.
Assist customers with billing inquiries, service plans, device payments, and general account questions while maintaining high customer satisfaction.
Accurately document all customer interactions, troubleshooting steps, and resolutions within CRM and ticketing systems.
Follow strict security procedures for customer identity verification and sensitive account information handling.
Meet or exceed performance metrics for call handling time, quality assurance, and first-call resolution.
Translate technical issues into clear, easy-to-understand explanations for customers with varying technical skill levels.
Cybersecurity Trainee
JF Drake State Community and Technical College – Huntsville, AL
March 2024 – October 2024
Completed hands-on training in penetration testing, vulnerability assessment, and security monitoring.
Used tools such as Metasploit, Nessus, Wireshark, BeEF, Hydra, and Splunk for lab-based security exercises.
Conducted basic network analysis and reviewed logs to identify suspicious activity and potential threats.
Participated in team simulations to assess and mitigate real-world cybersecurity risks.
Developed foundational skills applicable to IT support, security operations, and incident response roles.
Remodel / Renovation Technician
Duncan Properties LLC – Russellville, AL
January 2023 – July 2025
Managed residential renovation projects, ensuring accuracy, quality control, and timely completion.
Coordinated materials, scheduling, and task prioritization to meet project deadlines.
Applied problem-solving skills to diagnose and resolve on-site issues efficiently.
Strand Tender / Heavy Equipment Operator / Weigh Master
Nucor Steel – Birmingham, AL
January 2016 – July 2021 July 2021 – March 2022
Operated and maintained heavy industrial equipment including material handlers, loaders, and forklifts.
Controlled precision pouring of molten steel as a Strand Tender in a high-pressure manufacturing environment.
Performed certified weight measurements and maintained accurate production records.
Followed strict OSHA safety regulations and fire safety procedures.
Conducted routine inspections and troubleshooting to minimize downtime.
Certified Nursing Assistant (CNA)
Hospice Advantage – Florence, AL
January 2012 – June 2016
Delivered compassionate patient care, including vitals monitoring and daily assistance.
Maintained accurate documentation and collaborated with healthcare teams.
Demonstrated professionalism, confidentiality, and strong interpersonal skills.
Education
Cybersecurity Bootcamp (Completed)
JF Drake State Community and Technical College – Huntsville, AL
Phlebotomy Certification
Northwest Shoals Community College – Muscle Shoals, AL
High School Diploma
Belgreen High School – Belgreen, AL
Certifications
Cybersecurity Bootcamp
Certified Nursing Assistant (CNA)
Certified Medical Assistant (CMA)
Phlebotomy Certification
CPR Certified
Certified Weight Master
Equipment-Specific Licenses (Nucor Steel)
Fire Safety & OSHA Training
References
Available upon request.
Contact this candidate