IT Support Specialist

I am an entry-level to mid-level IT professional with hands-on experience providing technical support in an educational environment. I have a strong background in hardware troubleshooting, ticketing systems, Active Directory account management, and customer service. I am known for clear communication, reliability, and the ability to support both technical and non-technical users.

I completed the Google IT Support Professional Certificate in 2020, which covered IT support fundamentals, operating systems, networking, system administration, security, and troubleshooting. This certification prepared me for entry-level IT support roles including help desk and technical support in both remote and in-person environments.

In my role as an IT Support Specialist at Agora Cyber Charter School, I provided technical support to staff, students, and parents via Zendesk ticketing system, email, and phone. I diagnosed and resolved hardware and software issues on Lenovo laptops, managed user accounts with Active Directory, and maintained IT asset inventory using Snipe-IT. I delivered clear, customer-focused technical assistance in a fast-paced educational environment.

Previously, I worked as a Night Supervisor at Wawa, where I supervised associates during overnight shifts, delivered coaching and motivation, ensured compliance with safety and quality policies, and maintained high customer satisfaction. I also have experience in customer service roles including Utility Worker, Customer Service Associate, Runner Manager, and Tile Assistant, which have strengthened my communication skills and work ethic.

I am committed to providing reliable IT support and excellent customer service, leveraging my technical skills and experience to support large user populations effectively.