System Support Specialist with Helpdesk Expertise

KELLEE CHURCHWELL

**** ******* ******, ******* ****, LA 71112 • Home: 318-***-**** • Cell: 318-***-**** • *************@*****.***

PROFESSIONAL SUMMARY

Customer-focused System Support Specialist with extensive experience in helpdesk operations, technical troubleshooting, and end-user support. Proven ability to resolve complex technical issues across Microsoft environments while maintaining high customer satisfaction. Skilled in ticketing systems, system diagnostics, and communication with both technical and non-technical users. Dependable, detail-oriented, and committed to delivering efficient and effective IT solutions.

TECHNICAL SKILLS

Helpdesk & Support: ServiceNow (or similar ticketing systems), incident management, escalation procedures

Systems & Tools: Microsoft Windows OS, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Azure AD, Active Directory

Technical Support: Troubleshooting, system diagnostics, password resets, account management

Hardware & Software: Computer hardware knowledge, MS Office Suite (Word, Excel)

Customer Service: Multi-channel support (phone, chat, email), conflict resolution, user training

Additional Skills: Data entry (45 WPM), time management, documentation, teamwork

CERTIFICATIONS

Help Desk Certification – Bossier Parish Community College

CompTIA ITF+ Certification

Computer Repair Certification (CTC)

Network Security Certification (CTC)

PARA Certification – Student Motivation & Instruction

PROFESSIONAL EXPERIENCE

System Support Specialist II

General Dynamics Information Technology (GDIT) – Bossier City, LA

February 2023 – Present

Provide Tier 1/2 end-user support for Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive

Troubleshoot and resolve technical issues using diagnostic and problem-isolation techniques

Support Azure Active Directory (Azure AD) and mobile device setup (iOS/Android)

Perform account management tasks including password resets and account unlocks in Active Directory

Document incidents and service requests in ServiceNow in accordance with SOPs

Deliver high-quality customer service across phone, email, chat, and web-based channels

Escalate unresolved issues to appropriate support teams while ensuring timely follow-up

Computer Operator II

General Dynamics Information Technology – Bossier City, LA

February 2020 – February 2023

Provided daily break/fix support for systems and end-user devices

Diagnosed and resolved technical issues using historical ticket data and troubleshooting methods

Collaborated with cross-functional teams to resolve complex system issues

Maintained and updated system records and tracking databases

Supported business continuity operations and system monitoring

Routed tickets to specialized support teams as needed

Customer Service Representative I

General Dynamics Information Technology – Bossier City, LA

February 2019 – February 2020

Delivered customer support for Grants.gov and HHS.gov platforms

Resolved technical and user inquiries via phone and ticketing systems

Identified and analyzed system issues to provide accurate solutions

Maintained professional communication while handling high-volume support requests

Flow Leader / Pharmacy Auditor

RGIS – Retail Grocery Inventory Services

December 2017 – February 2019

Supervised inventory teams to ensure accuracy and efficiency

Monitored team performance and ensured productivity goals were met

Applied strong attention to detail in auditing and inventory processes

Maintained professionalism in fast-paced and high-pressure environments

EDUCATION

Associate’s Degree in Cybersecurity (In Progress)

Bossier Parish Community College – Expected May 2026

Help Desk & IT Fundamentals Training

Bossier Parish Community College – 2020

Louisiana Tech University – Ruston, LA (Completed coursework)

High School Diploma

Parkway High School – Bossier City, LA

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