Technical Support Specialist with IT & Design Focus
Resume:
Kaleka Davis
Fayetteville, NC
******.*****@*****.***
Professional Summary
Resourceful Technical Support Specialist with 10+ years of experience in technical support, customer service, and marketing across SaaS, branding, and design industries. Adept at troubleshooting, CRM management, and cross-functional communication. Currently pursuing CompTIA A+, Network+, and Security+ certifications to deepen IT expertise. Known for a positive, solutions-driven approach and a commitment to empowering clients and teams. Core Skills
• Technical Support & Troubleshooting (SaaS, hardware, software)
• Customer Service & Client Relations
• CRM & Ticketing Systems (SOPs, documentation, escalation)
• Brand Marketing & Visual Communication
• Team Leadership & Project Management
• Workflow Optimization & Knowledge Base Management
• Cross-functional Communication
• Training & Onboarding
Certifications
• Adobe Certified Professional: Graphic Design & Illustration (Illustrator) (Mar 2024–Mar 2027)
• Adobe Certified Professional: Visual Design (Photoshop) (May 2024–May 2027)
• Adobe Certified Professional: Print & Digital Media Publication (InDesign) (Oct 2024– Oct 2027)
• In Progress: CompTIA A+, Network+, Security+
Professional Experience
Customer Associate (Qwik Pack and Ship)
Fayetteville, NC 2025–Present
- Provide customer service support, handling shipping, packaging, and logistics for clients. - Assist with technical troubleshooting of shipping systems and POS hardware/software. - Ensure efficient and accurate processing of shipments, payments, and customer inquiries. Technical Support Specialist (Kelly Services – Apple) Remote 2016–2017
- Provided Tier 1 technical support for Apple products, resolving hardware and software issues for customers via phone and chat. - Documented troubleshooting steps, escalated complex cases, and maintained high customer satisfaction ratings. Customer Service Associate (AT&T)
Remote 2017–2018
- Delivered customer support for AT&T services, addressing billing, service inquiries, and account troubleshooting. - Assisted customers with technical issues, device setup, and service upgrades.
Technical Support Representative (Verizon)
Remote 2019–2020
- Supported Verizon customers with technical troubleshooting for mobile and internet products.
- Managed ticketing system, escalated network issues, and ensured timely resolution of customer concerns.
Owner / Graphic Designer & Custom Computer Build Specialist (Kdynasti) Fayetteville, NC 2015–2020
- Owned and operated a graphic design and technology business specializing in custom apparel and computer builds. - Designed branded graphics for apparel and merchandise for small businesses and individuals. - Built, configured, and optimized custom computers for clients, providing technical support and post-build troubleshooting. - Managed all aspects of the business, including customer service, project management, and marketing. Manager & Tech Support (Rose’s Caribbean Restaurant) Fayetteville, NC 2020–2023
- Managed daily restaurant operations, including staff scheduling, inventory, and customer service. - Provided technical support for POS systems, hardware, and software used in restaurant operations. - Trained staff on technology tools and best practices for customer service. - Implemented workflow improvements and troubleshooting protocols to ensure smooth business operations.
Volunteer Computer Support
School, Fort Mitchell, AL Ongoing/Seasonal
- Provided computer and IT support for school staff and students as a volunteer. - Assisted with device setup, software troubleshooting, and technology training. Owner / Brand Strategist / Technical Support Lead
Greaux and Create Studios (formerly Okae Designs), Fayetteville, NC 2014–Present
- Delivered technical support for design tools (Adobe CC, Canva, file management systems), troubleshooting issues for clients and internal teams. - Managed end-to-end client onboarding, ticketing, and CRM workflows for 100+ branding projects. - Led customer service operations, ensuring rapid response and high satisfaction across email, social media, and knowledge base platforms. - Developed training resources and documentation for clients and team members on best practices and new tools. - Oversaw marketing campaigns, content creation, and social media strategy to drive client acquisition and retention. Technical Support & Customer Service (Various Roles) Multiple Client-Facing Roles, NC 2010–2014
- Provided Tier 1 & 2 support for SaaS and IT environments, including troubleshooting, escalation, and documentation. - Managed CRM databases, tracked client issues, and ensured timely resolution. - Supported marketing initiatives, including email campaigns and social media outreach. - Trained new staff on customer service protocols and technical tools. Education
• Ongoing: CompTIA A+, Network+, Security+ (Expected 2026)
• Adobe Certified Professional (multiple disciplines) Technical Proficiencies
• Adobe Creative Cloud (Illustrator, Photoshop, InDesign)
• Canva, Freepik.com
• Google Workspace, Microsoft Office
• CRM & Ticketing Systems (Zendesk, Freshdesk, or similar)
• Knowledge Base & SOP Documentation
• Social Media Platforms & Scheduling Tools
Additional Information
• Strong written and verbal communication skills
• Empathetic, client-focused, and solutions-oriented
• Experience supporting diverse clients: small businesses, entrepreneurs, non-profits, and teens
• Available for East Coast remote or hybrid roles
Contact this candidate