IT Support Lead & Technical Support Analyst

SHAMAIYA COBBS

IT SUPPORT LEAD TECHNICAL SUPPORT ANALYST

*************@*****.*** • 331-***-****

PROFESSIONAL SUMMARY

Experienced IT Support professional with progressive experience in Level 1 and Level 2 technical support, help desk operations, ticket management, hardware and software troubleshooting, endpoint support, and customer service. Skilled at resolving escalations, supporting users in fast-paced environments, documenting solutions, monitoring service levels, and mentoring technical support staff.

CORE SKILLS

IT Help Desk & Technical Support • Level 1 & Level 2 Support • Hardware & Software Troubleshooting • Ticket Management & Triage • Windows OS • Microsoft 365 • Active Directory • Azure AD • ServiceNow • Zendesk • Azure • Network Troubleshooting • Endpoint Deployment & Configuration • Customer Service • Technical Documentation • Incident Response • Team Leadership & Training

PROFESSIONAL EXPERIENCE

Principle Choice Solutions IT Support Lead April 2025 – February 2026

• Managed daily help desk operations, assigned incoming tickets, and monitored team performance against daily and monthly metrics.

• Led and mentored technical support staff, trained new team members, and provided ongoing coaching and feedback.

• Resolved complex hardware issues and handled high-level technical escalations.

• Coordinated major incident response during system outages and supported timely resolution.

• Created technical guides and facilitated team meetings to review procedures and best practices.

• Conducted one-on-one meetings with team members to review service-level performance.

Kelly Services Technical Support Analyst September 2023 – March 2025

• Provided Level 2 technical support and collaborated with Level 1 support to resolve user issues.

• Performed system updates, configurations, network troubleshooting, and endpoint support.

• Deployed, configured, and managed laptops, desktops, and mobile devices.

• Supported Windows OS, Microsoft 365, Active Directory, and Azure AD environments.

• Maintained detailed documentation of technical issues, troubleshooting steps, resolutions, and system configurations.

• Applied critical thinking and strong communication skills to explain technical concepts and deliver timely resolutions.

TEKsystems / TreeHouse Foods Information Technology Support Analyst October 2022 – September 2023

• Provided technical support through phone, email, and chat for hardware, software, and network issues.

• Configured and maintained workstations and laptops for new hires and existing employees.

• Created, triaged, assigned, and resolved tickets within the ticketing system.

• Performed Active Directory account creation, password resets, account unlocking, and group policy support.

• Managed and resolved Tier 2 technical tickets using ServiceNow.

• Installed applications, reset and reprogrammed computers, and documented troubleshooting solutions.

• Provided support involving SAP.

Accenture / Facebook Meta Technical Support Analyst November 2021 – April 2022

• Resolved technical support issues submitted by advertisers using Facebook and Instagram.

• Triaged cases while consistently meeting service-level agreements and quality expectations.

• Maintained records of communications, problems, remedial actions, and installation activities.

• Used ticketing systems to investigate, prioritize, and resolve client issues.

• Investigated advertising cases and helped unblock significant client advertising spend.

Accenture IT Service Representative July 2021 – November 2021

• Provided end-to-end infrastructure and technology support.

• Troubleshot network issues and coordinated resolution efforts with field service technicians, customers, and internal contacts.

• Installed and repaired hardware and software.

• Performed computer diagnostics and used technical manuals and resources to investigate and resolve problems.

• Worked with Azure and Zendesk while maintaining customer issues and accounts.

Performance Health VA Data Entry March 2019 – January 2020

• Ordered rehabilitation and other equipment for veterans and the VA and entered approximately 100 orders daily.

• Maintained speed and accuracy while consistently meeting daily productivity goals.

• Answered customer calls and resolved order-related issues.

• Ensured customers received requested equipment and services.

• Balanced accurate data entry, active listening, communication, and multitasking in a fast-paced environment.

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