Acie Burkes
Raleigh,NC
Summary
Computer Science graduate with experience in providing technical support and troubleshooting for various systems. Proficient in network configuration, conducting security assessments, and system diagnostics. Recognized for effective communication, adept problem-solving skills under pressure, and a proactive approach to issue resolution. Actively pursuing CySA+ certification to strengthen cybersecurity knowledge. Qualified Advanced Technical Support Specialist with 3 years of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to resolve technical issues effectively.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Southern New Hampshire University
01.2024 - Current
- Provide Tier I/II support for students and faculty, resolving hardware, software, and LMS-related issues.
- Utilize ticketing systems to track and resolve issues promptly.
- Support Windows and Mac environments, troubleshoot connectivity problems, and guide users through technical procedures.
- Collaborate with IT and academic departments to streamline support processes and improve resolution times.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved 12-20 technical support inquiries per day.
Retail Sales Consultant
AT&T
09.2020 - 12.2023
- Delivered frontline technical support to customers on mobile devices, connectivity, and account configurations.
- Resolved technical issues for high volumes of customers, significantly improving satisfaction ratings.
- Utilized CRM tools to manage account issues, maintain service records, and escalate critical cases.
- Trained team members on troubleshooting workflows, improving response time and service consistency.
Spa Manager
Hand & Stone Massage and Facial Spa
10.2017 - 08.2020
- Oversaw daily operations, scheduling, and inventory using Airtable for digital workflow optimization.
- Implemented COVID-19 protocols that ensured client safety and regulatory compliance.
- Trained staff and led customer service resolution processes that were adopted company-wide.
Education
Master of Science - Digital Forensics
Champlain College
Burlington, VT08-2026
Bachelor of Science - Computer Science
Champlain College
Burlington, VT08.2024
Skills
- Technical Support
- Troubleshooting
- CRM Systems
- Ticketing Systems
- Network Monitoring
- Active Directory
- Microsoft 365
- Remote desktop services and support
- Customer experience management
Certification
- CySA+, in progress
- Technical Support – Proficient, Indeed Assessment
- Customer Focus – Proficient
- SQL Skills – Proficient
Timeline
Technical Support Specialist
Southern New Hampshire University
01.2024 - Current
Retail Sales Consultant
AT&T
09.2020 - 12.2023
Spa Manager
Hand & Stone Massage and Facial Spa
10.2017 - 08.2020
Master of Science - Digital Forensics
Champlain College
Bachelor of Science - Computer Science
Champlain College
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