Remote Client Service Associate with 10+ Years Experience

Shidavia Boyd

New York, NY 347-***-**** Email Address Linkedin.com/in/shidavia-boyd-2b2a6a2b

Professional Summary

CompTIA A+ certified IT support professional with experience providing technical assistance, troubleshooting user issues, managing ticket-based workflows, and supporting operational systems in fast-paced environments. Skilled in documenting incidents, escalating complex issues, supporting onboarding processes, and maintaining accurate records.

Core Skills

Help Desk & Technical Support Level 1 Troubleshooting Ticketing Systems & Incident Tracking Hardware & Software Support User Account Setup Desktop & Laptop Support Printer Troubleshooting Mobile Device Support Basic Networking Onboarding & Offboarding Documentation Microsoft Office Suite Professional Experience

Researcher / Operations Support – Premier Infrastructure & Energy 08/2025 – Present

• Manage and prioritize ticket queues tied to infrastructure and operational alerts.

• Document, track, and monitor issues to ensure timely resolution and escalation when necessary.

• Utilize multiple software platforms and virtual systems to complete assignments within SLA requirements.

• Communicate critical issues to appropriate teams and maintain accurate electronic records.

• Troubleshoot discrepancies and support operational workflow efficiency. IT Consultant (Contract) – Jamaica Hospital Medical Center 06/2025 – 07/2025

• Provided Level 1 technical support for workstation setup, device replacements, and onboarding processes.

• Assisted users with login issues, account access, and troubleshooting.

• Supported equipment provisioning and maintained accurate documentation.

• Escalated unresolved technical issues to senior IT staff.

• Followed IT security and operational procedures. Administrative & Operations Support – Insurance Industry 15+ Years

• Delivered high-volume customer support while maintaining professionalism and accuracy.

• Managed confidential records and documented customer interactions.

• Assisted users with problem resolution and process guidance.

• Maintained communication with internal teams and external stakeholders. Education & Certifications

• CompTIA A+ Certification

• CCNA Certification — Expected 2026

• Per Scholas IT Support Training Program — Bronx, NY Additional Qualifications

• Strong written and verbal communication skills

• Comfortable working independently and in team-based environments

• Proven ability to manage multiple priorities and follow escalation procedures

• Quick learner with strong attention to detail and customer-focused mindset

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