CompTIA A+ IT Support Specialist

Erika Hills

414-***-**** ************@*****.***

PROFESSIONAL PROFILE

CompTIA A+ Certified IT Professional with effective communication skills, the ability to work well with co-workers and supervisors in a team environment. Friendly and outgoing personality with an eagerness to strive for ambitious standards, and cultivating an environment of positivity through consistent, productive action.

EDUCATION CERTIFICATES

Per Scholas, Phoenix, AZ – CompTIA A+ Certificate Google IT Certificate

July 2023

Bachelor of Arts in Human Services - Upper Iowa University Boise, Iowa

June 2024

Associate of Arts in Human Services - Milwaukee Area Technical College - Milwaukee, WI

May 2016

Certifications and Licenses - Certified Nursing Asistant - Milwaukee, WI

January 2008

TECHNICAL SKILLS

Networking – Configure LAN /WLAN/WAN/PAN (all 802.11) network routers and printers through secure WEPx, WPAx, and SSID. Provide Remote Desktop assistance.

Software – Windows OS, Linux, MacOS, MS Office and their alternatives; GSuite; Firewalls; Remote Desktop, Adobe Suite

Hardware – Desktops, laptops, printers, scanners. Format, partition EIDE, SATA, SCSI, SSD & data recovery, and imaging

Professional Skills - Training and development, Results-oriented, Project Management, Reports generation and analysis, Proficient in SalesForce, Microsoft Office, Quick learner, Customer Satisfaction, Change management, Research & Development.

TECHNICAL COMPETENCIES

Skilled at building PCs and solving hardware issues. Able to install, configure and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks. ● Build PCs; repair and install hardware parts for desktops, laptops, mobile devices, and printers. ● Install and configure MS Office applications 2010 and 2013, and various software programs ● Manage user profiles; migrate user profile data.

●Setup, manage and troubleshoot wired and wireless networks including configuring wireless network security.

●Setup and troubleshoot Internet connections.

PROFESSIONAL EXPERIENCE

Carvana, Sell to Carvana Agent September 2025 – May 2026

Document Management: Accurately complete and process necessary paperwork, titles, and legal documents on behalf of customer selling their vehicle to Carvana.

Discover Financial Services, Remote Fraud Analyst IT. November 2023 – May 2025

Helped card members with troubleshooting and resolve resolution for Discover’s online platform.

Complete Fraud setup case for potential fraud occurrences started by Discover card members.

Instant Care, Phoenix, Arizona — Caregiver March 2018 - Present

●Aid clients with activities of daily living, showering, dressing, food preparation, light cleaning, and laundry companionship.

ZipRecruiter, Tempe, AZ — Research and Development Specialist October 2016 - July 2020

●Met or exceeded monthly metrics obtaining top performer 7 out of 12 months.

●Facilitated 3-month project with employee advocates that resulted in implementation of a live support team.

●Successfully led a key project which resulted in the implementation of the strategic operations team Prepared weekly reports from SQL queries and CRM data.

●Collaborated with various departments: Sales, Customer Success, Product and Marketing Developed and conducted training to the retention dept. ● Expertly navigate back-end systems.

ZipRecruiter, Tempe, AZ - Customer Success Representative June 2016 - October 2016 ● Met or exceeded all performance goals including productivity and quality of activities.

●Answered inbound customer and job seeker calls.

●Handled and processed all basic support inquiries, handled call escalations. ● Proficient in Salesforce documenting all customer activity.

The Women's Center -Waukesha, WI - Case Manager February 2014 - June 2016

●Conducted thorough assessment of clients, both women and children.

●Helped women and children in a domestic violence environment to a safe place.

●Provided case management services to women and children implemented action plans.

ICare Partnership, Milwaukee, WI - Certified Nursing Assistant March 2012 - January 2014

●Provided personal care to homebound patients.

●Assisted with all activities of daily living.

●Helped patients to and from appointments.

●Provided daily companionship to homebound patients.

●Administered medication daily to patients.

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