IT Help Desk Professional (Entry-Level)

MESHALAPENDERGRASS INFORMATIONTECHNOLOGYPROFESSIONAL

(704) 349 – 0656 *******.*************@*****.*** PROFESSIONALSUMMARY

IT Support professional with hands-on experience in technicaltroubleshooting,remotesupport,andcustomerservice acrossfast-pacedenvironments.CurrentlypursuingITSupportSpecialisttrainingatMyComputerCareer.Provenability to resolve issues efficiently,communicate clearly with non-technical users,and manage multiple tasks using ticketing systemsandcollaborationtools.Seekinganentry-levelHelpDeskrolewherestrongserviceskillsandgrowingtechnical expertise add immediate value.

TECHNOLOGYSUMMARY

OPERATINGSYSTEMS: WINDOWS10/11,MACOS, LINUX(BASIC) NETWORKING: TCP/IP, DNS, DHCP, LAN/WANFUNDAMENTALS HARDWARE: PCSETUP,INSTALLATION,DIAGNOSTICS,PERIPHERALS SOFTWARE: MICROSOFTOFFICESUITE, GOOGLEWORKSPACE

TOOLS: REMOTEDESKTOP, TICKETINGSYSTEMS, ACTIVEDIRECTORY(INTRODUCTORY) SECURITY: BASICCYBERSECURITYCONCEPTS,DATAPROTECTIONAWARENESS EDUCATION

MyComputerCareer Information Technology SecurityAdministration March 2026 CORESKILLS

Help Desk & Technical Support - Customer Service & End-User Support - Remote Troubleshooting Ticketing Systems & Documentation - Incident & Problem Resolution - Hardware & Software Support Time Management & Multitasking

EMPLOYMENTEXPERIENCE

Residential Counselor, RE Health Group, Gastonia, NC, 7/2025 to Present

● Provide direct care and supervision to residents in a residential treatment setting

● Support internal employees by diagnosing, troubleshooting, and resolving hardware and software-related technical issues. Driver / Business Owner, Pendergrass Promise Self-Employed, 06/2016 – Present

● Delivered reliable customer service while managing scheduling, routing, and client communication.

● Used digital tools to coordinate logistics, track services, and resolve customer issues efficiently.

● Organized accurate records, compliance documentation, and service reports.

● Built long-term client relationships through professionalism, responsiveness, and problem resolution. Account Representative, Telerx Marketing – Kings Mountain, NC, 03/2016 – 06/2023

● Provided inbound technical and account support via phone-based systems. Maintained high customer satisfaction metrics in a call-center environment.

● Documented issues, escalated incidents, and followed ticketing procedures.

● Processed billing updates, account changes, and service requests accurately Manager, Popeyes Louisiana Kitchen – Charlotte, NC, 06/2015 – 03/2016

● Manageddailyrestaurantoperations,includingstaffsupervision,customerservice,inventorycontrol,andcompliancewith company standards.

Sales Consultant, Best Buy – Charlotte, NC, 07/2016 – 06/2017 Sales Associate, Ollie’s Bargain Outlet – Gastonia, NC, 06/2017 – 07/2018

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