IT Support Specialist and Troubleshooting Pro

Shakesha Dye

Phoenix, AZ 623-***-**** ********.***@*****.*** LinkedIn: www.linkedin.com/in/shakeshadye

PROFESSIONAL SUMMARY

IT Support Professional with 9+ years of experience in customer service, data validation, and multi-system navigation. Skilled in troubleshooting technical issues, managing high-volume tickets, documenting resolutions, and supporting users across Windows environments and cloud-based platforms. Currently completing the

Google IT Support Professional Certificate with hands-on experience aligned to CompTIA A+ fundamentals.

RELEVANT SKILLS

Technical Support & Troubleshooting • Ticketing Systems • User Account Support • Windows OS • Microsoft

365 • CRM Systems • Networking Fundamentals • DNS Basics • System Navigation • Technical Documentation

• Data Accuracy & Validation • Customer Service • Process Improvement • Multi-System Workflows

EDUCATION, CERTIFICATES & TRAINING

Merit America — Virtual

IT Support Program 09/2025

Google IT Support Professional Certificate (In Progress)

Troubleshooting, customer support, networking, operating systems, systems administration, and security fundamentals

Additional Technical Training

Hands-on practice with Windows 10, Microsoft 365, ticketing systems, and foundational cloud concepts

DePaul University — Chicago, IL

Spirituality & Wellness Development 126 Credits Completed

RELEVANT EXPERIENCE

Technical Support & Customer Systems Specialist — Ed Tech Systems, Mesa, AZ (08/2024 – 02/2025)

•Resolved technical access and account issues by navigating multiple support platforms and internal systems

•Managed 100+ daily support tickets and email inquiries while maintaining accuracy and response timeliness

•Updated user accounts and records with 99% accuracy across CRM and internal databases

•Documented issues and resolutions to improve troubleshooting efficiency and reduce repeat requests

Data Verification & Compliance Analyst — Captive Auto Finance, Phoenix, AZ (01/2017– 05/2019)

•Verified customer identity and financial data using SQL-based databases including LexisNexis and The WorkNumber

•Investigated inconsistencies and risk patterns through structured system review and documentation

•Supported cross-department workflows by escalating discrepancies and maintaining compliance standards

Resident Support & Systems Coordinator — A New Leaf / La Mesita, Phoenix, AZ (12/2021 – 02/2022)

•Assisted users with digital applications, portals, and eligibility systems through step-by-step guidance

•Troubleshot system errors and access issues to support successful task completion

•Maintained secure electronic records and coordinated workflows across multiple service systems

PROJECTS

Data Validation & Troubleshooting Project (2023)

•Developed a streamlined verification workflow using SQL-driven databases, reducing review time by 25%

System Optimization Initiative (2024)

•Identified inefficiencies across multi-system workflows, improving response speed and user experience

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