Technical Support Specialist (Networking & Cloud)

ZOE N. MARLEY

Durham, NC 984-***-**** ***********@*****.*** linkedin.com/in/zoemarley

PROFESSIONAL SUMMARY

Technical Support Specialist with hands-on experience resolving internet, mobile, and network issues in high-volume environments. Proven ability to troubleshoot connectivity problems, support customers through technical challenges, and deliver fast, effective solutions. Strong communicator with a customer-first mindset, currently advancing skills in networking, systems, and cloud computing.

EDUCATION AND CERTIFICATIONS

B.S Network & Cloud Engineering (Amazon Web Services), Western Governors University November 2027 CompTIA A+ Certification December 2025

CompTIA Tech+ Certification October 2025

Google IT Support Professional Certificate September 2025 TECHNICAL SKILLS

IT EXPERIENCE

Chat Technical Support January 2026 - present

Spectrum, Morrisville, NC

• Resolved high-volume technical issues for internet and mobile customers through chat support

• Maintained below-average handle time while delivering strong customer satisfaction

• Troubleshot broadband and Wi-Fi performance issues using diagnostic tools, delivering clear, step-by-step solutions that improved customer satisfaction and first-contact resolution

• Escalated advanced technical issues while ensuring a smooth customer experience

• Managed multiple customer sessions simultaneously while documenting cases accurately Information Technology Trainee August 2025 - January 2026 NPower, Raleigh, NC

Instructional program designed to launch tech careers through hands on training, internships, and microwork projects.

• Installed and configured operating systems including Windows, Linux, and macOS

• Troubleshot hardware and software issues in hands-on training environments

• Applied networking concepts (TCP/UDP, ports, protocols) to diagnose technical problems

• Used ticketing systems to track, manage, and resolve IT support requests

• Implemented basic security practices to protect devices and network connections PROFESSIONAL EXPERIENCE

Team Member January 2025 - January 2026

Playa Bowls, Durham, NC

• Trained 15+ employees using clear communication, on customer service standards, company policy and POS systems

• Resolved system and order issues quickly to maintain daily operations

• Delivered high-quality customer service in a fast-paced environment Customer Support Technical Troubleshooting Root Cause Analysis Communication Problem Solving &

Multitasking

Network Support

Ticketing Systems Incident Escalation Time Management

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