IT Support Specialist - Customer & Software Support

Sherrell Warren

Lancaster, TX ***** • 1-214-***-**** • ***********@*****.***

Dynamic professional transitioning into Information Technology with hands-on experience supporting small and medium-sized businesses through enterprise software platforms, including Intuit QuickBooks. Strong foundation in customer support, technical troubleshooting, data accuracy, and system documentation within fast-paced, compliance-driven environments. Proven ability to resolve account, billing, and software-related issues while maintaining data security and regulatory standards. Adept at translating technical and financial concepts into clear, user-friendly guidance for non-technical users. Experienced in utilizing CRM, ticketing, and business systems to support end users and operational efficiency. Ready to leverage a diverse background across customer retention, healthcare support, and software platforms to deliver reliable IT support and scalable solutions. EDUCATION

Technical Diploma Information Technology Security & Administration MyComputerCareer

2024 A+ Certification CompTIA In-Progress

Security+ Certification CompTIA In-Progress

TECHNOLOGY SUMMARY

Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System and Intrusion Detection System

Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors

Software: Microsoft Firewalls, Identify types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic,

Classless IP Addressing

KEY SKILLS

Management Experience System Troubleshooting Software Installation Customer Service Sales

Type 60wpm

Radius Azure Cloud

EXPERIENCE

o Retention Advisor Full Potential Solutions – Kansas City, MO April 2025 to October 2025 Handled inbound and outbound calls to retain existing customers considering cancellation Identified customer concerns and provided tailored solutions to increase satisfaction Clearly explained products, services, and account options to reinforce value Utilized active listening and objection-handling skills to improve retention rates Accurately documented customer interactions and account updates in CRM systems Met or exceeded retention and performance metrics in a fast-paced call center environment o Customer Support Specialist II Concentrix — Work From Home, MO November 2024 to March 2025

Supported small and medium-sized businesses using Intuit QuickBooks products via phone and digital channels

Assisted clients with account setup, billing issues, software navigation, and basic troubleshooting Resolved issues related to payments, subscriptions, user access, and account discrepancies Utilized QuickBooks systems, CRM tools, and internal databases to document cases and ensure accurate resolution

Explained technical and financial concepts in a clear, user-friendly manner to non-technical business owners

Maintained compliance with data security, privacy standards, and Intuit policies while handling sensitive information

o Benefits Specialist TRANZACT - Richardson, TX May 2024 to September 2024 Ensured benefits programs met legal requirements by reviewing documentation and calculations for accuracy.

Communicated findings and recommendations to both technical and non-technical stakeholders effectively.

Utilized software tools for tracking, reviewing, and reporting on benefits processes. Managed multiple tasks and deadlines while maintaining a high level of attention to detail. o Customer Happiness Engineer HI Operator - Dallas, TX January 2024 to April 2024 Provided exceptional customer service, resolving technical issues with a solution-oriented approach. Explained technical concepts to non-technical customers via clear, empathetic communication. Diagnosed problems and delivered timely, effective solutions while managing multiple inquiries. Proactively gathered customer feedback and advocated for customer needs within the company. o Processing Service Representative Genpact - Remote August 2023 to December 2023 Entered and processed large volumes of data with high accuracy and attention to detail. Delivered professional customer service, resolving inquiries and discrepancies efficiently. Managed tasks in a fast-paced environment, ensuring all deadlines were met. Maintained compliance and accurate records using processing software and databases. o Mail Processor Citigroup Financial Services - Irving, TX December 2022 to July 2023 Processed passports and sorted mail while maintaining high productivity and accuracy. Verified addresses and handled packages, ensuring proper processing and delivery. Managed mail processing equipment and ensured accurate data entry in tracking systems. Assisted customers with mail-related inquiries while adhering to security and handling protocols

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o Claims Adjuster State Farm Mutual Auto Insurance Dallas-Fort Worth, TX March 2022 to August 2022

Investigated auto insurance claims by reviewing reports, interviewing witnesses, and inspecting damages.

Analyzed claims and determined appropriate settlements, ensuring compliance with company policies. Negotiated settlements with claimants, repair shops, and other parties. Managed multiple claims simultaneously, providing timely updates to all involved parties

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o Front Desk Concierge Texas Concierge - Dallas, TX December 2021 to March 2022 Managed guest check-in/check-out processes, including payment handling and service coordination. Responded to guest inquiries and resolved complaints, ensuring positive experiences. Monitored security and maintained accurate guest interaction records. Assisted in planning and organizing events while ensuring smooth operations o Cashier/Sales Associate Hudson Group - Dallas, TX July 2021 to December 2021 Processed sales transactions, handled cash, and balanced cash drawers at the end of shifts. Provided customer assistance and resolved issues in a friendly, efficient manner. Assisted with inventory management and ensured the checkout area remained clean and stocked. Promoted and upsold products to meet sales goals and improve customer experiences. o Picker/Packer Walgreens Distribution Center - Waxahachie, TX November 2020 to March 2021

Accurately picked items from shelves and packed them for shipping with proper labeling. Verified order accuracy and prepared items for shipment based on destination and handling instructions.

Followed safety procedures and maintained efficiency while meeting daily processing targets. Ensured quality control by inspecting items for defects before packing and shipment.

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