Senior IT Support Specialist and Educator
Resume:
Sharon Carrol
Education:
Bachelor of Science: Computer Information System Remington College, Jacksonville, FL
Associate of Science: Computer Information Systems, Remington College, Jacksonville, Fl
Email: ***.************@*****.***
Skills
SharePoint
TCP/IP
Windows 11
Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
Active directory
Customer service expert
Data entry
Desktop support
ERP software
Zendesk Suite
SQL proficiency
Problem resolution
Multi-line telephone systems
Assisting Project Managers
Customer and client relations
Submitting RFIs
Calendar management
MS Office proficiency
GIS
MS Excel
Punctual
Technical support
Google Earth
STEM Suite
PowerSchool
Gradelink
Verbal and written communication
Time management
Customer-service oriented
Telephone skills
Office management
WRIMs
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Legacy Solutions Staffing Agency
Teacher
Jacksonville, Florida
17 years' Experience
12-2025-Present
Provided classroom coverage across elementary, middle, and high school grade levels, including science courses
Delivered science instruction in Physical, Earth, and Life Science by following lesson plans and supporting lab activities
Facilitated hands-on experiments and investigations while reinforcing safety procedures
Maintained structured, positive classroom environments that supported student engagement and learning
Adapted instruction quickly to meet diverse student needs and school expectations
Communicated effectively with teachers, administrators, and school staff regarding lesson completion and student progress
Minds of The Future Academy
Science Teacher
Jacksonville, Florida
September 2025- November 2025
Work History
Taught 3rd, 4th, and 5th grade Physical and Earth Science concepts through hands-on, inquiry-based experiments and investigations
Led Physical Science experiments exploring forces and motion, magnets, simple machines, energy transfer, sound, light, and properties of matter
Facilitated Earth Science investigations on weather patterns, erosion, landforms, soil composition, rock and mineral identification, and the water cycle
Guided students in designing simple experiments, making predictions, collecting data, and drawing evidence-based conclusions
Emphasized science safety procedures and proper use of materials during labs and demonstrations
Adapted experiments and activities to meet diverse learning needs, ensuring accessibility and student engagement
Reinforced scientific vocabulary and concepts through interactive notebooks, models, diagrams, and hands-on materials
Managed classroom behavior effectively while maintaining a safe, structured, and collaborative learning environment
Followed district curriculum and teacher lesson plans while maintaining continuity of instruction as a teacher.
Jackson Preparatory Academy
Elementary Teacher
Jacksonville, Florida
August 2024- January 2025
Work History
Baker Hughes
Administrative Assistant
January 2020- June 2024
Jacksonville, Florida
Work History
Assigned to five positions to support onsite with scanning documents and loading them to a folder for storage
Attention to detail
Problem-solving
Scheduling
Interpersonal communication
Made travel arrangements
Provided information, directions, and other appropriate/pertinent assistance to the company as needed
Office software proficiency
Strong written and verbal communication skills
Made arrangements for company events
Maintain filing systems making sure that files were named, categorized, and archived correctly.
Provide support to visitors and employees
Answer questions and provide information to employees and management
Manage calendars, by scheduling and coordinating meetings and appointments
Assist with employee leaves and other status changes within the company
Support the open enrollment process and assist with its preparation.
Maintain strict confidentiality at all times as a mandatory requirement of the role.
Support onsite with scanning documents and load them to a folder for storage
Provided information, directions and other appropriate/pertinent assistance to the company as needed
Made arrangements for company events
Ran errands to local stores and restaurants
Support the open enrollment process and assist with its preparation. Strong communication, excellent time management
Meticulous attention to detail, organization, computer proficiency, and multitasking
Adaptability, problem-solving, and customer service skills.
The Transition House
Employment Specialist
November 2019 - January 2020
Jacksonville, FL
Documenting and monitoring employment, and wages and assisting with paying dues and fines owed by the clients.
Work with the team at the re-entry center to ensure a successful transition for the client back into the community.
Enter monthly financial and progress data into WRIMs for required reporting standards.
Ensure all documentation is in the financial system for auditing purposes and keep client income up to date at all times.
Oversee and audit inmate employment files.
Conduct on-site visits to inmate employers at least once per month.
Do Wok Management (Part-time)
Executive Administrative Assistant
November 2019- December 2019
Jacksonville, FL
Work History
As the admin assistant, I provided concierge services to the company consisting of, but not limited to maintaining updated data/knowledge of the company’s specific needs
Maintain high ethical standards and professionalism.
Scanning documents
Data entry client's information
MS Suites
Telephone skills
Filing documents
Maintain privacy, discretion, and confidentiality without pretense or fail.
Multitask prioritization and management as necessary to meet company needs
Provide information, direction, and other appropriate/pertinent assistance to the company as needed.
Ran errands to local stores, restaurants
Calendar scheduling and management
Personal shopping; child care: house sitting: travel and vacation planning.
Meeting and event planning
Courier transportation services for delivery, or carriage transport from points of pick-up designated by the company CEO
Travelled to specific points of destination that were delegated by the company CEO
Handled tasks, duties, or support following the terms and conditions of my contract.
North Bank-(Part-time)
Receptionist
Jacksonville, FL
06/2019 - 07/2021
Work History
●Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
●Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
●Med Compass skilled
●Kept reception area clean and neat to give visitors a positive first impression
●Operated multi-line telephone system to independently handle over [40-50] calls each day
●Monitored, resumed premises, screened visitors, updated logs, and issued passes to maintain security
●Routed incoming mail and messages to relevant personnel without delay
●Answered high-volume, multi-line telephone, directing callers to appropriate company personnel
●Checked-in visitors, distributed visitor badges, and managed logbooks to comply with security initiative
●MS Suite
Union Bank/MUFG
Wire Transfer Database Specialist
Remotely Phoenix Arizona
June 2018-October 2018
Work History
A highly motivated and positive individual with great organizational and communication skills.
Master efficient problem solver.
Deftly manage administrative functions of the practice.
Provide thorough answers and solutions and provide an exceptional customer experience.
I was responsible for level one technology support in a global support from a remote environment.
Responsible for providing first-level diagnosis and troubleshooting (hardware, software, and mobile devices) to support the functionality of internal associates and their tools.
Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
Seasoned professional with expertise in handling client communications.
Skilled technologist with experience configuring computers, servers, and peripheral devices to work within established companies.
Adept at managing permissions, filters, and file sharing.
Information specialist adept in researching scientific and technical information requests.
Resourceful, energetic, competent, and results-oriented multitasking,
Strong capable of interpreting and relaying highly technical information to the team while maintaining the integrity of data and findings.
Issue or delete Personal Identification Numbers
Data Entry (i.e. wire entry, account transactions) in special projects (i.e. conversion, release, disaster recovery
Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
Prior clerical/data entry/ knowledge of Word & Excel
●Med Compass
●eTUMS
●Experience in a fast, accurate, deadline-oriented environment
●Excellent written and verbal communication skills.
●Good organization skills with the ability to coordinate and prioritize multiple tasks in a deadline–driven environment.
●Strong attention to detail.
●Ability to perform daily activities with minimal supervision.
Kelly Services - Substitute Teacher
Jacksonville, FL
08/2014- 08/2017
●Followed classroom plans left by class teacher to continue student education and reinforce core concepts
●Kept students on-task with proactive behavior modification and positive reinforcement strategies
●Enhanced student learning by optimizing wide range of instructional approaches and innovative classroom activities
●Took over Science class for six months, managing all classroom assignments, student needs, and recordkeeping.
●Implemented outlined grading and assessment techniques to document growth, development and knowledge advancements during teacher absence.
●Collaborated with teaching staff to devise and implement coordinated educational strategies and student support networks
●Supervised lunchroom and recess activities
●Provided instruction for thirty-plus students in all subject areas
●Integrated existing and new technology into classroom to help provide creative and fun learning environment
Merrill Lynch-Technical Support Specialist
Jacksonville, FL
08/2012 - 03/2013
●Provided client support on system operation and troubleshooting
●Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
●Fielded calls, created tickets and documented prominent issues
●Supported WAN and LAN connectivity, switches, firewalls, and connected peripheral devices
●Communicated Microsoft's core business application operating systems with help desk staff and end-users
●Described technical solutions to customers to assist in problem resolution
●Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
●Activated accounts for clients interested in new services
Fidelity Information Services - System Analyst
Jacksonville, FL
05/2012 - 08/2012
●Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff
●Linked computers to network and peripheral equipment, including printers and scanners
●Backed up company data on regular basis, successfully recovering critical information after malware attacks
●Configured hardware, devices and software to set up work stations for employees
●Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues
●Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
●Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
●Resolved malfunctions with systems and programs through troubleshooting
●Diagnosed, troubleshoot and resolve network and system problems
●Resolved or escalated problem tickets to resolve user issues
Edward Waters University - Web Designer -Tech Support
Jacksonville, FL
05/2004 - 04/2012
●Developed landing pages, dashboards and online applications using Word, SaaS and HTML scripting
●Strengthened company brand and identity by creating distinctive website and logo
●Spearheaded production of page content such as visuals and text copy to meet project specifications
●Designed, implemented and monitored web pages and sites for continuous improvement
●Used programming capabilities in PHP, SQL and JavaScript and other libraries as needed
●Created eye catching and functional digital design concepts across various platforms to strengthen company brand and identity
●Collaborated with supervisors to escalate and address customer inquiries or technical issues, fielded average of inbound phone calls to deliver effective support and remotely resolve service issues
●Proficient in ticketing system and remote support with a track record of resolving issues within the SLA
●Fielded average of 35-55 inbound phone calls to deliver effective support and remotely resolve service issues
●Resolved 80-95 technical support inquiries per week
●Removed malware, ransomware and other threats from laptops and desktop systems
●Engaged end users and answered questions via email and phone
●Assisted customers in identifying issues and explained solutions to restore service and functionality
●Recorded and maintained relevant notes for each client and work order
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