IT Support Specialist with Certifications and IT Training

Ivana Groves

Columbus, Ohio ************@*****.*** 380-***-**** www.linkedin.com/in/ivanagroves IT Support Specialist with hands-on technical training from Per Scholas Columbus, holding the CompTIA A+ certification, Google IT Support Professional Certificate, and Google AI Essentials Professional Certificate. Skilled in remote troubleshooting, customer service, and detail-oriented problem solving. Prepared to support evolving IT environments and drive continuous improvement in technology operations through efficient conflict resolution and technical expertise. Skills

Operating Systems: Windows, Linux, macOS, Apple iOS, Android OS Technical Support: Hardware and Software Troubleshooting, Ticketing Systems (Zendesk), User Support Enterprise Tools: Microsoft 365, Google Workspace, Okta (IAM), Banking Software Professional Competencies: Customer Service, Conflict Resolution, Attention to Detail Technical Certifications

CompTIA: A+ Certification (May 2026)

Google: IT Support Professional Certificate and AI Essentials Professional Certificate (May 2026) ServiceNow: IT Service Management (ITSM) Fundamentals Badge (April 2026) Cisco Networking Academy: Computer Hardware Basics and Operating Systems Basics Badges (February 2026) Education

Per Scholas Columbus, Ohio

AI-Enabled IT Support Training February 2026–May 2026

● Earned industry-recognized credentials through practical experience in hardware and software troubleshooting, OS configuration, and networking and cybersecurity fundamentals.

● Resolved technical issues and managed user accounts using ticketing systems in simulated help desk environments. Columbus State Community College Columbus, Ohio

Credits toward Associate of Arts, Communications August 2021–August 2022 Professional Experience

Nationwide Mutual Insurance Company (Hybrid) Columbus, Ohio Financial Representative August 2025–December 2025

● Resolved a high volume of technical inquiries regarding pending insurance policies, consistently maintaining an average After-Call Work (ACW) time of under 3 minutes.

● Maintained over 75% on-queue availability, ensuring high service level agreements (SLAs) were met within a fast- paced enterprise environment.

● Leveraged a diverse technical suite, including iPipeline, Microsoft Outlook, and proprietary Nexus/TPP systems, to manage data integrity and policy workflows.

● Performed remote technical troubleshooting for end-users, resolving authentication issues, performing 15+ daily password resets, and executing account security protocols.

● Facilitated cross-functional collaboration across 3 teams, utilizing Microsoft Teams to streamline communications. Thirty Madison (Keeps/Nurx) Remote

Customer Care Specialist January 2022–April 2025

● Managed a high-volume omnichannel environment, centralizing daily inbound requests from Email, Chat, and SMS into Zendesk to ensure end-to-end ticket lifecycle management.

● Leveraged Zendesk and internal knowledge bases to diagnose and resolve 30+ user inquiries daily, exceeding KPIs.

● Administered support via Careapp for Nurx users, maintaining a 95%+ Quality Assurance (QA) rating by adhering to rigorous technical workflows.

● Identified, documented, and escalated software bugs and system errors, acting as a liaison between end-users and technical teams to provide resolution updates.

● Facilitated real-time collaboration and incident response using Slack and Zoom to streamline remote operations.

● Demonstrated high operational agility by pivoting between multiple communication platforms and support queues to maintain optimal service levels during peak volume. Kemba Financial Credit Union Gahanna, Ohio

Teller April 2021–July 2021

● Utilized specialized banking software and hardware to process 30+ member transactions daily, providing direct support for account-related inquiries.

● Investigated member account discrepancies, troubleshooting errors, and reporting formal disputes to corporate.

● Resolved member issues independently while processing shared branching transactions and maintaining a high standard of service.

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