Technical Support Specialist (Tier 1/2)

MYLES TILLMAN

Email: *************@*****.*** Phone: 540-***-**** LinkedIn: www.linkedin.com/in/myles-tillman-b55b81215 Professional Summary

Detail-oriented and customer-focused Technical Support Specialist with 9+ years of experience providing Tier 1 and Tier 2 support across diverse platforms. Skilled in troubleshooting, resolving complex technical issues, and leading teams in high-volume environments. Proven ability to deliver exceptional remote support, streamline processes, and enhance customer satisfaction.

Technical Skills

Systems & Tools: Windows OS (XP–Windows 11), Active Directory & eDirectory (5+ years), Microsoft Azure (3+ years), Microsoft Entra ID (3+ years), Microsoft 365 Admin (3+ years), OKTA (2+ years), SaaS Applications (3+ years)

Software & Platforms: Microsoft Office Suite (Excel, Outlook, Word – 5+ years), ERP Systems (3+ years), CAD Software (3+ years), Salesforce CRM (4+ years), ServiceNow (3+ years), Fresh Service (3+ years) Support & Operations: Technical Support (5+ years), Incident & Request Management, Remote Troubleshooting, Team Leadership & Training, Customer Service & Account Management Professional Experience

Capital One – IT Help Desk Support (Contract) Jan 2026 – Jun 2026

• Provide Tier 1 remote support assisting end users with onboarding, provisioning, and day-one technology setup.

• Resolve application and system issues using remote access tools to achieve first-call resolution.

• Support users via soft phone and chat channels.

• Document, track, and escalate incidents using ServiceNow.

• Monitor inbound queues and respond efficiently.

• Deliver high-quality customer support through communication. Belk IT Operations – IT Helpdesk (Seasonal) Oct 2025 – Jan 2026

• Provided first-level technical support via phone and ticketing systems.

• Accurately documented interactions while maintaining strong customer service.

• Troubleshot and resolved issues by guiding users through steps.

• Escalated high-priority incidents appropriately.

• Managed and prioritized incoming tickets efficiently. Arise Virtual Solutions – Team Lead / Technical Support Mar 2022 – Oct 2025

• Managed remote support teams and tracked performance.

• Provided Tier 2 support and resolved technical issues.

• Supported high-volume environments.

• Responded to calls, emails, and chat support requests. Old Dominion University – Help Desk Support (Seasonal) Aug 2021 – Dec 2021

• Provided login support and troubleshooting.

• Managed ticketing systems and deadlines.

• Scheduled support sessions and provided assistance. Polo Ralph Lauren – Tech Support / Brand Ambassador Jun 2019 – Jul 2020

• Provided chat and phone support for account and order issues.

• Assisted with tracking and resolving customer concerns. Alorica – Call Center Tech Support (Seasonal) May 2018 – Aug 2018

• Delivered Tier 1 support and handled high call volumes.

• Documented and resolved issues efficiently.

Macy’s – E-Commerce Support (Seasonal) Sep 2017 – Dec 2017

• Assisted customers with online orders and account issues.

• Resolved discrepancies and provided solutions.

Education & Certifications

Bachelor of Science in Cyber Security – Old Dominion University (2018–2022, Completed 2022) CompTIA Security+ Certification (Earned 2022, Renewed 2025) Workada – Data Labeling Specialist (Contract, Training) Jun 2026 – Present

• Complete paid training reviewing and labeling text, images, and documents.

• Evaluate AI-generated responses for quality and accuracy.

• Annotate datasets to support AI model performance.

• Perform quality assurance identifying errors and inconsistencies.

• Maintain high annotation accuracy while meeting strict quality and productivity benchmarks.

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