Technical Support & Digital Administration Intern

Computer Information Systems student with experience in user support, digital administration, tutoring, recordkeeping, and client communication in both academic and online settings. Skilled in high ticket-volume environments, troubleshooting, documentation, adaptability, and building positive relationships with diverse users. Technical Support

Troubleshooting

Documentation & Ticket Notes

Hardware & Software Setup

Windows & macOS Support

Microsoft Suite & Google Suite

Remote / Virtual Support

Customer Service

Threat Awareness

Basic Networking Concepts

Quality Assurance

Adaptability

Data Entry & File Management

Project Management

Relationship Building

Center Assistant Kumon

Commercial Academic Writing Support

Supported instructors and students by balancing several center functions at once, including digital and physical grading, file organization, attendance, student worksheets, virtual meetings, and parent questions while keeping the center organized and on schedule. Provided dependable administrative support by maintaining accurate student records and helping ensure smooth communication between instructors, students, and families. Demonstrated adaptability, reliability, and strong customer service in a high-volume support setting that required constant switching between instructional help, front desk responsibilities, and administrative tasks.

Aided student progress by providing timely feedback, immediate grading, and organized records so instructors could adjust learning plans and goals as needed. Led a scholarly online community consisting of 100 global members to strengthen literacy proficiency through moderation of discussion boards, resolving member learning questions, and offering writing/reading recommendations.

Provided remote assistance to up to 45 users a day, troubleshooting issues related to applications, operating systems, and hardware over the phone and via chat, resolving 97% of inquiries on first contact. Achieved a 15% rate of weekly boosted commission requests aided by identifying and pursuing improvement opportunities

Acquired high return rate of clientele attributed to analytical assessment to ensure project deadlines were met with 100% timeliness.

Diamond Bar High School Aug 2020 - May 2024

Chaffey College 2024 - Present

High School Diploma GPA: 3.8/4.0

Associate’s Degree Expected by May 2026

June 2025 - June 2026

July 2020 - November 2021

PROFESSIONAL SUMMARY

+1-909-***-**** - **********@*****.*** - Diamond Bar, CA Shanaiya Cortes

WORK EXPERIENCE

EDUCATION

SKILLS

EXTRACURRICULAR 2015 - Present

As team member and instructor, have applied

multidisciplinary competencies and expertise across 6+ programs including Muay Thai, Circus Arts, Gymnastics, Volleyball, Dance, and Basketball, achieving a 30% increase in participant engagement and retention through strategic program development, cross-functional performance

optimization in groups, goal-setting initiatives, and scalable training resources for participants and emerging mentors. Early Learner’s Assistant Kumon

Supported early learners in groups of 2-3 Pre-K to 4th graders by customizing instruction, pacing, and behavior support to each student’s individual needs. Assisted up to 40% of students advance through grade-level milestones and beyond by providing consistent grading, assessment, and curriculum support over time. Built strong parent relationships by greeting families professionally, following up promptly, and communicating progress, schedule changes, and center updates clearly. Applied cultural competency and patience when working with diverse families and students, including non- native English-speaking households, neurodivergent students, and those with different communication styles or learning needs.

June 2025 - June 2026

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