IT Support Specialist with 15+ Years Experience
Resume:
Sierra L. Sweeney
Pooler, GA **322
Professional Profile
Professional Profile
- IT support professional with over 15 years of customer service experience, including 6 years of specialized help desk and technical support in fast-paced environments.
- Strong background in troubleshooting hardware, software, and network issues across various platforms and systems.
- Excellent interpersonal and communication skills; known for translating complex technical issues into clear, user-friendly solutions.
- Proven reliability and accountability in managing user requests, prioritizing tickets, and ensuring timely resolution.
- Analytical and solutions-oriented with the ability to assess IT issues, identify root causes, and implement effective fixes.
- Adept at building positive working relationships with end users, technical teams, and stakeholders. Professional Highlights
Professional Highlights
- Delivered frontline technical support for hardware, software, and network issues.
- Logged and triaged incoming tickets using service management platforms such as ServiceDesk.
- Managed daily operations of the help desk, including ticket assignment, prioritization, and performance tracking.
- Managed high-volume client accounts, ensuring prompt and efficient resolution of technical issues.
- Provided reporting and analysis of service metrics to identify trends and recommend improvements.
- Trained and onboarded new help desk team members to ensure consistent service delivery.
- Developed and maintained documentation, procedures, and knowledge base articles. Professional Skills
- Coordinated deployment and support of enterprise applications, hardware, and upgrades. Professional Skills
- IT Service Management (ITSM) & Ticketing Systems (e.g., ServiceDesk)
- Customer Relationship Management (CRM)
- Windows & macOS Support
- Microsoft Office 365 / Teams / Outlook Support
- Active Directory (User setup, permissions, password resets)
- Remote Desktop Tools
Experience History
- Technical Documentation & Knowledge Base Creation
- Time Management & Multi-tasking in High-Volume Environments Experience History
Technology Support Lead
Cititrends Inc., Savannah, GA
March 2025 - Present
Level 2 Help Desk Analyst
Cititrends Inc., Savannah, GA
March 2024 - February 2025
Help Desk Analyst
Cititrends Inc., Savannah, GA
November 2019 - March 2024
Customer Service Representative
Teledirect, Sacramento, CA
January 2017 - November 2019
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